Frequently Asked Questions

How do I place an order on Luma.pk?

Browse our products, choose the items you would like to buy and click Add to Cart. Once you're ready, proceed to checkout, enter your delivery details and select your preferred payment method. Review your order before confirming it.

Is Cash on Delivery (COD) available?

Yes. Cash on Delivery is available all over Pakistan. You can place your order through our website and pay the payable COD amount when your parcel is delivered.

Can I pay for my order online?

Yes. You can make a full advance payment in our Bank Alfalah or JazzCash. Our payment details are provided during the checkout process. After making the payment, send your payment screenshot to our WhatsApp number: "03314220889" for verification.

Do I get a discount for paying in advance?

Yes! When you make the full payment in advance in our Bank Alfalah or JazzCash, you receive a flat Rs. 150 discount on your order.

How does the Rs. 150 advance payment discount work?

The Rs. 150 discount is handled manually and may not automatically appear in your Shopify checkout total. If you choose full advance payment, simply pay Rs. 150 less than the final order total shown and send your payment screenshot to us on WhatsApp at 03314220889.

Where should I send my payment screenshot?

After completing your Bank Alfalah or JazzCash payment, send the payment screenshot along with your order number to our WhatsApp: 03314220889 . Our team will verify the payment manually.

Do you deliver all over Pakistan?

Yes. We deliver orders across Pakistan. Cash on Delivery is also available nationwide.

How much are the delivery charges?

Our standard delivery charge is Rs. 199 for eligible orders up to Rs. 3,999.

How can I get free delivery?

Place an order with a value of Rs. 3,999 or above and you'll receive FREE delivery.

How long does delivery take?

Delivery to major cities such as Lahore, Karachi, Islamabad and Rawalpindi generally takes around 2–4 working days. Other or remote areas may take approximately 3–5 working days.

Can delivery take longer than the estimated time?

Occasionally, deliveries may take longer due to courier delays, public holidays, weather conditions or other circumstances outside our control. If your parcel is taking longer than expected, contact us on WhatsApp and we'll help you with the available tracking information.

How can I track my order?

Once tracking information is available for your order, it can be shared with you. If you need help tracking your parcel, contact us on WhatsApp at 03314220889 with your order number.

What is your return policy?

Return, refund or exchange requests must be made within 5 days of delivery. Eligible cases include unopened products, damaged products and products that were sent incorrectly.

Can I return an unopened product?

Yes. An unopened product may be eligible for return, refund or exchange when you contact us within 5 days of receiving your order. The product should remain unopened and in its original condition and packaging.

What if I receive a damaged product?

If your product arrives damaged, contact us within 5 days of delivery. Send your order number along with clear photos or a video showing the product and packaging so our team can review the issue and arrange the appropriate return, refund or exchange.

What if I receive the wrong product?

If we have sent you a different product from the one you ordered, contact us within 5 days of delivery. Send us your order number and clear pictures of the received product on WhatsApp so we can review the issue and arrange the appropriate solution.

Can I exchange a product?

Eligible unopened, damaged or incorrectly delivered products can be considered for an exchange when the request is made within 5 days of delivery.

How do I request a return, refund or exchange?

Contact us on WhatsApp at 03314220889 and send your order number along with the details of your request. For damaged or incorrect items, please also send clear photos or a video where applicable.

Where can I find information about a product?

Product information, available variants and other relevant details can be found on the individual product page. Please review the product description before placing your order.

How do I choose the right skincare product?

Check the product description, ingredients and usage information before ordering. Different products are designed for different skin types and concerns, so make sure the product is appropriate for your needs.

Are all skincare products suitable for sensitive skin?

Not necessarily. Product ingredients and suitability vary. If you have sensitive skin, allergies or a specific skin concern, carefully review the product ingredients and instructions before use and seek appropriate professional advice when needed.

Can I ask about a product before ordering?

Yes. If you need information about a product before placing an order, send the product name or link to us on WhatsApp and we'll help with the available product information.

What discounts are currently available?

We currently offer a flat Rs. 150 discount when you make your full payment in advance through Bank Alfalah or JazzCash.

We also offer FREE delivery when your order value is Rs. 3,999 or above.

How do I get Rs. 150 OFF my order?

Select full advance payment and transfer the payment in our Bank Alfalah or JazzCash. Pay Rs. 150 less than the final order total shown, then send the payment screenshot and your order number to WhatsApp 03314220889 .

Will the Rs. 150 discount automatically show at checkout?

No. The advance payment discount is manually verified. Your checkout may show the regular order total. When making the full advance payment in our Bank Alfalah or JazzCash, transfer Rs. 150 less than that total and send us the payment screenshot for verification.

How do I qualify for free delivery?

Your order value must be Rs. 3,999 or above to qualify for free delivery. Otherwise, our standard delivery charge is Rs. 199.

Accidentally selected Cash on Delivery?

No worries! You don’t need to cancel your order. Simply make the payment to the account details provided at checkout and let us know. We’ll instantly refund the extra Rs. 150.

Paid the full amount instead of the discounted amount?

No need to cancel your order. Just contact us on WhatsApp and let us know. We’ll instantly refund the extra Rs. 150.

Do you have bundle deals?

Yes. We have a dedicated Deals collection featuring selected skincare, hair care and beauty combinations, bundles and promotional products at special prices.

Where can I see all current deals?

Visit our Deals page to see the offers and bundles currently available. Deals and availability may change over time.

How can I contact Luma.pk?

For quick assistance, contact us on WhatsApp at 03314220889 . You can also email us at lumapk.skin@gmail.com .

Is WhatsApp support available?

Yes. Our WhatsApp number is 03314220889 . You can contact us regarding your order, payment verification, tracking, returns, exchanges and general product questions.

Where do I send my advance payment screenshot?

Send your payment screenshot along with your order number directly to our WhatsApp: 03314220889 .

What information should I provide when contacting support?

For order-related queries, please provide your order number and briefly explain the issue. For payment verification, include your payment screenshot. For damaged or incorrect products, include clear photos or a video where applicable.