Shipping & Returns FAQ

Orders placed before 12PM Pacific on a business day ship the same day from our fulfillment center in Ontario, California. Orders placed after that ship the next business day. Pre-order items ship on their own date.

Standard shipping is 3–6 business days in the US and express is 1–2 business days in the US, counted from the day the order ships. We never promise a delivery date the carrier has not given.

The price shows at checkout once your ZIP code is in, with standard and express side by side, before you pay.

There is no free-shipping threshold. Standard shipping is free on every order for Lucerna Vault members.

Use the tracking portal with your order number, which starts with LCB-, and your email. The tracking link also comes by email when the order ships.

An order that mixes in-stock items with a pre-order ships in two packages: the in-stock items first, the pre-order on its release date.

A gap of a day or two usually means the package is traveling between hubs, where nothing gets scanned. Inside the US, a package counts as lost after 7 days without a tracking update.

Yes, by standard shipping. Express needs a street address.

A delay on its own is not compensated; the timing after dispatch is the carrier's. If a late order has stopped moving altogether, write to us and we will look at it with you.

The United States, Canada, the United Kingdom, Australia and the European Union.

6–12 business days, plus any time the package spends in customs.

Possibly. Checkout covers the items and the shipping. Any duties or import taxes outside the US are set and collected by the destination country when the package is delivered, and they are yours to pay.

Once a package is in customs, the clock is theirs. We can tell you what the carrier shows, and we cannot speed it up or give you a release date.

Yes, while it has not shipped: an item within 24 hours of placing it, the address within 48 hours. Use the order editing page: look the order up with its number and email and choose Edit order.

Yes. A swap to another shade of the same product at the same price is the cleanest edit there is, and the total does not move. If the new shade is out of stock, the swap cannot be made; the product page has a waitlist for it.

Yes, on the order editing page, which charges the difference before you confirm. A change that moves the total is always made by you there.

While the order has not shipped and it is within 48 hours. Once the label is printed, a new address becomes a redirect request with the carrier, which is the carrier's decision and never promised.

Yes, for a full refund to the original payment method, while it is unfulfilled and within 48 hours of placing it. Once it has shipped it cannot be canceled: you can refuse the delivery or start a return.

Yes. A pre-order line can be canceled on its own until it ships, and the charge for it is refunded.

No. The payment method cannot be changed after purchase.

One free exchange per order of a complexion product for another shade of the same product, within 45 days of delivery, even if you have swatched it or worn it lightly. The return label is on us.

Foundation, concealer, skin tint, setting powder and bronzer.

In the returns portal: look up the order, choose Shade Promise exchange and pick the new shade.

No. Cameras and screens shift color, so we will not pretend to read a true shade from a picture. Tell us what you see, gray, orange, too light, too dark, and we will give you two or three honest options.

Shade numbers do not carry over between brands, so we treat another brand's shade as a starting point, not a match.

The Shade Match Duo is the honest answer: two 5 ml minis in the shades you choose, for $14, with the $14 back as a one-time code toward the full size.

The free exchange is one per order. Another one goes through the returns portal as a regular exchange.

Anything unopened and unused can be returned for a refund within 30 days of delivery. The portal issues a prepaid label, the original box is not needed and there is no restocking fee.

An opened complexion product is covered by the Shade Promise as an exchange. An opened lip, eye or liquid product, a lipstick, a gloss, a mascara, a liner, cannot be returned, unless it arrived damaged, defective or wrong, or caused a reaction.

It is a hygiene rule: nothing used ever goes back out to someone else. It is care for the next customer, not suspicion of you.

The portal issues a prepaid label. When the fault is ours, a wrong, damaged or defective item, the label is on Lucerna.

Unopened and whole. A set is sold as it is, and its contents are not swapped.

Orders placed from November 1 can be returned until January 31.

You can still submit a review request in the returns portal, and our returns team decides. We would rather be honest than encouraging: late returns are rarely approved.

Send it back sealed through the returns portal within 30 days.

A refund on a return is issued once the item is back with us and checked. We tell you when it is issued; when it shows on your statement is your bank's timing.

Yes, whenever a refund is on the table. Store credit does not expire. The choice is always yours.

Sign in before you check out. Credit on your account is yours to apply under Apply store credit in the Payments section. Credit that arrived as a code is in the store credit wallet.

Yes. Store credit is payment, not a discount, so it works on collaboration launches too.

We are sorry; pressed products travel badly. With shipping protection on the order, file a claim with a photo within 30 days of delivery. Without it, write to us with a photo and we will make it right. You do not send the broken piece back.

An optional add-on you choose at checkout, shown as its own line on the order. It covers a package that is lost, stolen or damaged in transit.

Check with neighbors, a mailroom or a safe place first. With protection, a stolen package can be claimed once it has been 5 days since delivery. Without protection, write to us.

After 7 days without a tracking update inside the US, or 20 days internationally.

A missing item is reshipped by our shipping team; it is not a return. Write to us with the order number.

That is our mistake. The returns portal issues a label on us, and our team sends the right item.

A schedule for the products you finish: the Lumen Lash mascara, the Soft Focus powder refill, the Brow Sculpt gel, the Bounce sponges, the Melt-Off remover balm and the setting spray, at 10% off each delivery.

Every 4, 8, 12 or 16 weeks; 12 weeks is about every three months. You choose when you add it to the cart and can change it any time.

Yourself, in the Auto-Replenish portal. Sign in with your email, open your plan, and the controls are on it. Changes count for the next delivery if you make them before its charge date, which the plan shows.

No. The saving is on the plan deliveries only.

Update your card in the portal, and the delivery retries on its own. We never collect a card in chat or by email.

Prices are not locked. A price change is announced by email before the delivery it applies to.

Visa, Mastercard, American Express, Discover, PayPal, Shop Pay, Apple Pay and Google Pay. The ones offered show at the payment step.

Shop Pay Installments is shown at checkout when it is available for your order. The lender decides eligibility.

One per order. A creator code counts as that one, and so does a Lumens reward code.

Codes do not apply to sale items or to limited-edition launches. If a valid code failed on an order where it should have worked, write to us and we will make up the difference.

In the Gift card or discount code field at checkout, not the code box on the cart page. Several gift cards can go on one order.

Yes. A gift card is payment, not a discount.

A gift card is valid for 5 years from purchase. The date is on the card.

A duplicate charge can happen when a checkout is retried, most often on launch days. Write to us: our billing team reverses it. We will not promise a date, which is the bank's.

No. Cards are entered at checkout and are not kept on the account.

Sign in before you check out. Signed-in orders earn 5 Lumens per dollar; guest orders earn nothing.

Every 500 Lumens redeem for a $10 reward code.

After 12 months without activity on the account.

A paid annual membership, $49 a year, separate from Lumens: access to every launch 24 hours before the public, free standard shipping on every order and member pricing on sets.

That is the Lucerna Vault renewing. It renews automatically on the anniversary of joining, and nothing ships with it.

Write to us. Cancellation is handled by our team on request, and your perks run to the end of the year you have paid for.

Your friend gets 15% off a first order, and you get a $15 reward once that order clears a 7-day review window.

Because it has not shipped yet. A pre-order is charged at purchase and ships as its own package on its release date.

We share a restock date only when it is confirmed. The product page has a waitlist by shade: leave your email and you hear when it is back.

No. Stock is not held or reserved, and a waitlist is not a reservation.

Up to two per customer on launch day.

On the Lucerna Discord, and Lucerna Vault members get access 24 hours before the public.

Most are. The Velvet Verse lipstick has a light vanilla scent, the Glasslight Lip Oil a light peach flavor, and the Flare Plumping Gloss contains ginger and peppermint oils. Each product page says which.

The Lanternlight foundation, the Halo Blur concealer, the Dewlight tint and the Bare Blush Balm are vegan, and our brush bristles are synthetic. For other products we do not publish the claim, so we do not make it.

We publish no cruelty-free certification, so we do not state it.

Non-comedogenic is not a claim we make on any product.

That is a question for your doctor. We do not clear products for anyone; the full ingredient lists are published so you can take them along.

Stop using it and rinse it off. See a doctor if it does not settle, and urgently if there is swelling near the eyes or throat or your breathing is affected. Then write to us with the product, the shade and the batch code. A product that caused a reaction is refundable even if it was opened.

Printed on the packaging.

No. There is no active recall.

Brushes, the lash curler, the Velvet Verse case, the Build-a-Palette and the refillable compacts are covered for one year from delivery against failure under normal use. Sponges are not: they are meant to be replaced.

With your email and a one-time code sent to it. There is no password.

Orders placed as a guest are not on an account. Sign in before your next checkout and orders start counting from there.

Write to us. We verify it is you, log it as a formal request and pass it to the team that handles it within the legally required time. Closing an account and deleting its data are two different things, and we will tell you which one is happening.