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When you go to the "My Account" tab or icon, you will be directed to sign into your account once you have made an account.

You will find a table of all your orders here, below this table you will see a "Manage Subscription" Heading. Ensure you click on the correct option so you can head to your correct subscription dashboard. We will slowly but surely be moving everyone over to the new subscription platform and dashboard. Until then, the old subscription dashboard will still be available for our OG lumi's.

I CHANGED MY SHIPPING ADDRESS:
- Please make sure to change it on your main account as well as on the subscription platform. It is always recommended to just shoot us an email when you have changed your address so we can ensure everything on the back end is changed correctly for you.
PLEASE NOTE changing your address after an order has been processed WILL NOT change the address automatically. Please email us to update your current order as well if required.


WHAT BOX AM I GOING TO GET?
- Upon subscribing (or resubscribing), you will be billed for your first box. Unless otherwise stated on our homepage, your first box will be a variation of the current month's box as long as you subscribe by 11:59 PM by the 15th of the month unless boxes are sold out prior. 
For example:  March box sold from 16th of February- 15th of March. If you purchased a box on the 16th of March, you purchased the April box.


CAN I SUBSCRIBE TO BOTH BOXES?
-For all our beauty enthusiasts out there wanting to subscribe to both the Base box as well as the Premium box, we have ensured that both boxes will have a completely selection of products ♥️ If products from a previous months Premium box gets used in the base box, we will always ensure we have a different selection of products for our both box girls and boys to ensure you receive any double ups.


DO I HAVE TO RESUBSCRIBE EVERY MONTH TO GET MY LUMIBOX?
-We are an automated subscription service. Once you subscribe to LumiBox, you are billed for your first box. You will automatically be placed on a recurring payment schedule until you skip / pause or cancel. You will be billed on the first day of each calendar month. Every month, you will receive a tracking email within 15 days from the 1st of the month or 15 days from when your payment was made if it was done after the 1st. We ship in batches so you may receive your tracking email at different times each month (please allow the full 15 days). Prepaid boxes are shipped out within 15 days from the 1st of each month.


BUYING, SELLING AND TRADING OF MERCHENDISE
- LumiBox merchandise is not intended for resale. LumiBox and its partners are not affiliated in any way with independent trades, swaps, transactions, and exchanges of merchandise. Subscribers and parties involved in such transactions assume full responsibility for the transaction, as well as all costs, risks, and legalities involved.


ARE YOUR PRODUCTS AUTHENTIC?
- We often hear that the prices are too good to be true.  Rest assured, ALL products are 100% genuine and authentic brands. There are no imitations or non genuine goods sold on this website.  It is illegal in Australia to sell non genuine goods as this infringes on the Trade Mark owners rights.

WHEN WILL I BE CHARGED FOR MY SUBSCRIPTION?
-You will be billed for your first box the day that you subscribe to LumiBox for the current month's box (unless otherwise stated - while supplies last). Your next payment will automatically be scheduled for the 1st day of each following month beginning at 12 AM AEST, per your subscription term.
Example: If you subscribe on the 20th of September to the October box, you will not be charged again until the 1st of November for the November box.


WHAT HAPPENS IF MY CARD DECLINES?
- If the payment for your renewal service is declined, our system will automatically attempt to collect the payment for a further 3 attempts.
- If you get placed on a pause status and un pause after it has already attempted to take your payment for the 3 times, you won't get charged for the current month box.
-The next payment will try to be taken for the following months box. If you wish to get the current box, you will need to cancel your current subscription and re-subscribe.
- In order to stop the billing attempts, you must pause/ skip / cancel the account before the payment is successfully processed. If we are unable to continue the billing attempts, your subscription status will show as failed and this will put your subscription on pause.


WHAT PAYMENT METHODS DO YOU ACCEPT?
- SUBSCRIPTION BOXES: We currently only accept all major debit and credit cards registered to an Australian or New Zealand address. Unfortunately, we do not accept international cards and are unable to process transactions under a prepaid card. 

POP UP STORE AND ONE TIME PURCHASES: Currently we offer all major credit / debit cards as a payment option as well as a Pay later options Including Humm, Klarna & Laybuy.

Please see FAQ at bottom of our page to learn more about these Buy now, Pay later options. We are currently investigating more payment options.

WHEN WILL I GET MY TRACKING NUMBER?

MONTHLY SUBSCRIPTION BOXES: We strive to ship all boxes within the first 15 days of the month.
POP UP STORE: Pop up orders get shipped the month following pop up. For instance, March pop up orders will ship in April.

We generally group packages and ship them over multiple days. 
Please note, due to Covid-19, some packages may be delayed. Unfortunately, shipping delays is something completely out of our control. 

*Processing time for pre-paid boxes begins from the 1st day of each new month. 


MY BOX IS BEING RETURNED TO SENDER, WHAT DO I DO?
- If your tracking information reports that your box was returned to us due to a delivery issue, rest assured that our team is able to assist you!

Please contact our Customer Service Team as soon as possible by clicking the "Contact us" link at the bottom of this page.

Be sure to include the following information so we can rectify your issue faster:
-The email address associated with your account
- Your correct postal address (we need to know where to ship your replacement to!)
- The name or month of the box you are missing

If the postal issue falls with LumiBox or our chosen shipping company, a replacement box will be shipped the next available business day free of charge. If the postal issue is due to the wrong address being on your account, we will require to wait for the box to make it's way back to us and you will be asked to cover the shipping costs to have it redirected to your correct address.


WHERE DO YOU CURRENTLY SHIP?
-At this time, we are only shipping within Australia, New Zealand and Singapore.


DO I PAY EXTRA FOR SHIPPING?
- Shipping costs vary per order. Please see below.

BASE AND PREMIUM SUBSCRIPTION BOXES:
AUSTRALIA- Free shipping! Shipping included in your subscription costs.
NEW ZEALAND- There will be a flat rate fee of $8.95 for all New Zealand orders.


POP UP STORE:
AUSTRALIA- All Pop Up Store sales will incur a standard shipping fee of $7.95. Orders over $100 qualify for free shipping.
NEW ZEALAND- All Pop Up Store sales will incur a flat rate shipping fee of $8.95.

We encourage everyone to read through our Terms & Conditions so that they may be aware of any and all charges involved with our recurring service. The Terms and Conditions can be found at the bottom of our website.

PLEASE NOTE: If the shipping address is not updated on your account by the first of the month, the change will not apply to the current month's box and your box will ship to the old address. The shipping service reserves the right to charge a fee for their forwarding service.

WHAT IS LUMIBOX POP UP STORE?
LumiBox Pop Up is our biggest shopping event once a month that features the best in makeup, skincare, haircare, lifestyle & more at up to 80% off!

This exclusive product offering is only available for active members and happens for a limited time once a month. 😍

Follow @lumiboxau on Instagram or @LUMIBOXAustralia on Facebook for news & sneak peeks!


WHEN DO POP UP ORDERS SHIP?
- Pop up orders get shipped the month following pop up. For instance, March pop up orders will ship in April.

All our subscribers have access to select one product during choice window.

PLEASE NOTE: Choice can only be made during the choice window.

To see when the choice window opens, you can go to the "My account" Tab and click the little + sign to expand the menu. Here you will find the option to go to either Base or Premium choice pages to see when choice opens.

BONUS PRODUCT/ DISCOUNT CODES:
Please note, to qualify and claim the bonus sign up product when offered, you HAVE to use the code at checkout. This is the only way it links the product as well as take it from inventory. We do not see it unless the code is used. We are also not able to add codes after a purchase has been completed.

LUMIBUX- WHAT IS LUMIBUX?
LumiBux is our equivalent of money to be earnt and spent as normal money in the LumiBox Pop Up store where you can shop sales of up-to 70% off!

Every 100 LumiBux= $1
Earn 1000 LumiBux to get 10% off voucher
See the rewards tab on the bottom left of your screen for details on how to earn LumiBux

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