Unhappy, Charged £71 before I’ve even had chance to test the product. The comments in response say that it’s mentioned multiple times on signup for free trial - if so why do so many p... See more
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I’ve been using Lumin skin products for maybe six months now and the products have been outstanding. I have combination skin and sensitive skin, so I have to be VERY careful around what I use on my fa... See more
Company replied
Verified
I didn't notice any difference with the charcoal face wash compared to what I regularly use, which is alot cheaper. I did like the moisturiser, but the 21 day supply of lasted one week. Did not no... See more
Company replied
I found Lumin via IG a few years ago (or I should say Lumin found me lol). I decided to try their trio (moisturizer, deep cleanse, and eye balm). I was really impressed with the results that I deci... See more
Company replied
Company details
- #40 of 46 best companies in Cosmetics Store
Written by the company
At Lumin, we get guys and we get skincare That’s why we’ve turned on our smart switch to innovate bright, new solutions for men’s skincare problems in the simplest way possible.
Contact info
United States
- support@luminskin.com
- luminskin.com
3.3
Average
14K reviews
Replied to 99% of negative reviews
Typically replies within 24 hours
Unhappy
Unhappy,
Charged £71 before I’ve even had chance to test the product.
The comments in response say that it’s mentioned multiple times on signup for free trial - if so why do so many people miss it and feel angry?
Then cancelling requires you to click cancel no less than 5 times, stop this awful practice.
You can’t even cancel an order before it’s shipped , because “our system is automated”
What a cop out, it’s 2025 use a proper system - you’ve designed the site to entrap people and boost your revenue.
I won’t even use the trial product now and this will be sent back regardless of whether it works, it’s a sham company with underhand practices.
Do better
Date of experience: July 19, 2025
Lumin provides a great service service…
Lumin provides a great service service for people looking for a good simple skin care routine.
Date of experience: July 08, 2025
Reply from Lumin
Hi Dwayne,
Thank you so much for your feedback!
We're thrilled to hear that you're enjoying Lumin and finding our skincare routine simple and effective. Providing high-quality skincare solutions is exactly what we strive for.
Thank you for giving Lumin a try!
Best,
Team Lumin
Verified
Trying to end this subscription
Just wanting to end this subscription
Date of experience: June 24, 2025
Reply from Lumin
Hi Aaron,
Thank you for leaving a review.
You can cancel your subscription through your Lumin account at luminskin.com/account. After logging in, click "Subscriptions" and then select "View Details" to find the cancellation button. You will be prompted to complete a brief cancellation survey, and you will receive a confirmation email once your subscription has been successfully canceled.
If you have specific questions about your subscription, account, or order, please chat with us on our Support Page (help.luminskin.com) or email us at support@luminskin.com. Our customer support team would gladly assist you.
Best,
Team Lumin
Does not work for me
Had the trial package mainly for the dark circles under my eyes but it hasn’t worked. Expensive to subscribe.
Date of experience: July 17, 2025
Reply from Lumin
Hi Alex,
Thank you for taking the time to leave a review.
We understand that skincare products can have different effects on different skin types. Some of our customers have seen changes almost instantly, while others require a little extra time to notice a difference.
If you're considering other options, feel free to reach out to our support team via email. We'd be happy to assist you in finding a skincare routine that meets your specific skin goals and needs.
Best,
Team Lumin
I have always enjoyed dealing with…
I have always enjoyed dealing with Lumin. They make the buying experience enjoyable and sometimes even fun.
Date of experience: July 14, 2025
Reply from Lumin
Hi Richard,
Thank you for leaving a review.
We're thrilled to hear that you've consistently enjoyed your experience with Lumin. Making the buying process enjoyable and even fun is exactly what we aim for, and it's great to know we're hitting the mark.
Thank you for giving Lumin a try!
Best,
Team Lumin
Good product
Date of experience: July 16, 2025
Reply from Lumin
Hi Damon,
Thank you for leaving a review. We're thrilled you're pleased with our product.
Thank you for giving Lumin a try!
Best,
Team Lumin
Excellent telephone and online agents.
Excellent telephone and online agents.
Date of experience: July 14, 2025
Reply from Lumin
Hi Donnie,
Thank you for leaving a review.
We're so glad to hear that you've had a great experience with our support team. Providing excellent service is a top priority for us, and your kind words mean a lot.
Thank you for giving Lumin a try!
Best,
Team Lumin
Lumin products has improved my skin…
Lumin products has improved my skin appearance and makes me look younger. I love these products 😍
Date of experience: July 01, 2025
Reply from Lumin
Hi Steven,
Thank you for leaving a review.
We're thrilled to hear that Lumin products have improved your skin and helped you look and feel your best. That glowing confidence is exactly what we aim for
Thank you for giving Lumin a try!
Best,
Team Lumin
Positive vibes
I’ve not had any product before that has made my skin feel this good !
Date of experience: July 01, 2025
Reply from Lumin
Hi Gareth,
Thanks for your feedback.
We’re absolutely thrilled to hear that our product has made such a difference for your skin. That’s exactly what we aim for, and it means so much to know it’s working so well for you.
Thank you for giving Lumin a try.
Best,
Team Lumin
Their products are excellent
Their products are excellent. The service is excellent and fast.
Date of experience: July 13, 2025
Reply from Lumin
Hi Richard,
Thank you for leaving a review.
We're so pleased to hear you're happy with both our products and service. Fast and reliable service is something we take pride in, so it's great to know we delivered.
Thank you for giving Lumin a try!
Best,
Team Lumin
SCAM COMPANY
This company keep taking money from my account when ive never even ordered from them?? No idea who they are?? Having a nightmare with the fraud team from the bank as obviously they don't believe me when I say I've never ordered, when its multiple times ive had to claim fraud and cancel my card. Absolute joke, SCAM COMPANY
Date of experience: July 13, 2025
Reply from Lumin
Hi Mel,
Thank you for taking the time to share a review. We’re sorry that you had an unpleasant experience.
This is not the kind of experience we want for our customers, and we truly appreciate you bringing this to our attention. If you believe charges have been made to your account without your consent and you’ve never placed an order with us, we would be happy to investigate this as quickly as possible.
We want to make sure we can assist you accordingly, and have reached out to you via Trustpilot to request additional information. We await your response and look forward to assisting you.
Best,
Team Lumin
Fantastic products,perfectly packaged
Fantastic products,perfectly packaged
The products are really good
Customer service is Fantastic
Date of experience: July 11, 2025
Reply from Lumin
Hi Mark,
Thank you so much for your feedback!
We’re thrilled to hear that you’re happy with the products and packaging. We’re especially glad our customer service made a great impression, too.
Thank you for giving Lumin a try.
Best,
Team Lumin
Delivered two items after I raised with…
Delivered two items after I raised with them I didn’t need both. I now have to return after I gave them plenty of warning
Date of experience: July 11, 2025
Reply from Lumin
Hi there,
Thank you for your feedback, and we're sorry for the inconvenience caused.
We understand your disappointment, especially since you took the time to let us know in advance that you only needed one item. This is not the kind of experience we want for our customers, and we truly appreciate you bringing this to our attention.
We will review what went wrong in this instance to ensure it doesn’t happen again. We want to make sure we can assist you accordingly, and have reached out to you via Trustpilot to request additional information that will allow us to locate your Lumin account and inquiry.
We await your response and look forward to assisting you.
Best,
Team Lumin
The customer service is excellent
The customer service is excellent, I was so well served and I enjoyed it a lot
Date of experience: June 17, 2025
Reply from Lumin
Hi Ronald,
Thank you for sharing your feedback!
We're thrilled to hear that you had such a pleasant experience with our customer service.
We look forward to serving you again soon!
Best,
Team Lumin
Subscription trap
I originally ordered the free sample, not realising that automatically enrolled me into a subscription.
When you log in to your account, the subscription is hidden away several steps into some help menu.
So having no idea I was 'subscribed' already because the whole user journey has clearly been designed for you not to know, and having liked the products, I placed an order.
A few days later my card was charged again as the first order from this subscription I didn't know I had was processed.
I immediately contacted Lumin to cancel the subscription and the order as I had already made a purchase and didn't need a second batch of products.
But they refused to cancel the order and forced me to receive the goods several days later and return them at my own cost. Again this process is clearly designed to force you to receive goods you do not need in the hope you'll be too lazy to return them.
They then bombarded me with emails with special offers to get me to re-subscribe.
These people are con artists. Despite initially liking the products, I shall never purchase them again.
Date of experience: August 26, 2024
Reply from Lumin
Hi Jean-Marc,
Thank you for sharing your feedback. We're truly sorry to hear about your experience with the subscription process.
When customers sign up for our free trial promotion, our terms are presented multiple times throughout the checkout process, and customers are informed that they will be automatically enrolled in a subscription plan before finalizing their purchase.
Our goal is to ensure that customers are fully aware of the subscription terms before finalizing their orders. However, we understand that this may have been sometimes overlooked or misunderstood. In these cases, we would always be happy to issue a full refund on any unopened and unused full-sized orders that our customers choose to return in accordance with our Return Policy.
We appreciate your feedback and have forwarded it to our teams in an effort to improve our communication and our customers’ experience continuously.
Best,
Team Lumin
Verified
No results unfortunately
I didn't notice any difference with the charcoal face wash compared to what I regularly use, which is alot cheaper.
I did like the moisturiser, but the 21 day supply of lasted one week.
Did not notice anything at all with the wrinkle ointment.
Has only been 2 weeks of use, maybe after a few months there might be a difference, but I'm not going to spend the money you ask for no result, or difference.
Disappointed
Date of experience: June 24, 2025
Reply from Lumin
Hi Blair,
Thank you for taking the time to share your feedback. We're sorry to hear that your experience didn’t meet your expectations.
We appreciate your honesty regarding the Charcoal Face Wash Daily Detox and understand that results can vary from person to person. It's great to hear you liked the Daily Face Moisturizer, though we’re sorry it didn’t last for 21 days.
Regarding the Wrinkle Defense Serum, we know some products require consistent use over a longer period to show visible results, but we completely understand your decision.
Your satisfaction is important to us, and we truly regret that you felt disappointed. If you'd like to explore alternatives that might better suit your needs, please feel free to reach out to our customer support team.
Thanks again for your feedback, it helps us improve.
Best,
Team Lumin
Verified
Bought the face cleanser for the second…
Bought the face cleanser for the second time love it
Tried the face scrub for the first time - waste of money
Date of experience: June 24, 2025
Reply from Lumin
Hi Aaron,
Thank you for your feedback! We're thrilled to hear you're loving the Charcoal Face Wash Daily Detox.
We're sorry to hear the Charcoal Scrub Deep Detox didn’t meet your expectations. Your input is valuable, and we’ll be sure to pass it along to our product team. If you'd like to share more about your experience or need help finding a product that better suits your needs, feel free to reach out. We're here to help!
Best,
Team Lumin
Extremely disappointed
Extremely disappointed. I cancelled my subscription before my free trial was posted out, which resulted in My free trial products not being cancelled too. I didn’t know this was the case so I went to take up the free trial again and set up a subscription only to learn that the free trial is no longer applicable for my account. Emailed for some support and no solution, won’t be using this company again.
Date of experience: July 06, 2025
Reply from Lumin
Hi Umar,
Thank you for leaving a review.
When our customers attempt to cancel their subscription before the free trial order ships, our system displays a notification that the subscription cancellation will automatically cancel the unshipped free trial order. We're sorry for any confusion or inconvenience this may have caused.
As our system allows only one free trial per customer, we're unfortunately unable to recreate or reship the trial order. We're truly sorry for the disappointment. However, you're welcome to make one-time purchases anytime through your Lumin account.
We appreciate your feedback and have forwarded it to our teams in an effort to improve our communication and our customers’ experience continuously.
Best,
Team Lumin
Never leaving. I love these products.
I found Lumin via IG a few years ago (or I should say Lumin found me lol). I decided to try their trio (moisturizer, deep cleanse, and eye balm). I was really impressed with the results that I decided to continue with them.
I tried different products and I have never been disappointed to be honest, and on a regular basis I use their facial moisturizer, deep cleanse, and face scrub. I also have their spf face lotion in the car for my commute (I live in CA, I def need it when I drive).
I would highly recommend Lumin for your skin care. Their products are amazing.
Date of experience: July 06, 2025
Reply from Lumin
Hi Silvio,
Thank you so much for sharing your feedback!
We’re honored to have been part of your skincare routine for the past few years. It’s fantastic to hear that our products have been working well for you and have become staples in your routine.
Your recommendation truly means to us, and we’re grateful for your continued support.
Best,
Team Lumin
You guys are very good I learned from…
You guys are very good I learned from my friends how good you stuff is keep making great progress & products
Date of experience: July 04, 2025
Reply from Lumin
Hi Mr.Charles,
Thank you for leaving a review.
We're thrilled to hear you heard about our products from your friends and that you're enjoying them.
Thank you for giving Lumin a try!
Best,
Team Lumin
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