FAQ

How long is each session?
You choose 5, 10 or 15 minutes on the handheld controller, and it switches the mask off when the time is up. It fits easily into a quiet part of your evening.

How often should I use it?
Follow the session times and how often to use the mask as set out in the user manual that comes with it. Use one light per session, let the timer end it, and do not start a second session straight after the first.

How do I use it?
Cleanse your face and pat it completely dry. Sit or lie down, put the mask on, then choose one light and a 5, 10 or 15 minute timer on the controller. Keep your eyes closed until the light stops, then take the mask off.

Is it corded?
Yes. The mask connects by a cord to a small handheld controller, which is where you choose the light and the timer. Rest the controller beside you and keep the cord slack while the timer runs.

What are the four lights?
Green 525 nm, amber 590 nm, red 630 nm, and red 630 nm with near-infrared 850 nm. You use one at a time. The controller prints a short name beside each light, such as "Calm". The names are labels only.

How do I look after my eyes?
Keep your eyes closed for the whole session and never look directly into the LEDs, whether the mask is on your face or in your hands. Put the mask on before you switch on a light, and take it off only after the light has stopped.

Who should not use it?
The mask is not for children. Do not use it if you have photosensitive epilepsy or get migraines that are set off by light, or if the mask, controller or cord looks damaged. Read the full Safety and use page before your first session.

Is the routine different for different skin tones?
No. The steps are the same for every skin tone: same lights, same timer, same routine. Everyone should read the Safety and use page and the user manual before a first session.

Who should check with a doctor first?
Talk to your doctor before using the mask if you take medication or use prescription skincare that makes your skin more sensitive to light, if you are pregnant or nursing, if you have broken skin or irritation where the mask sits, if you have had a cosmetic procedure recently, or if you have a light-sensitive skin or eye condition. Stop at once if you feel heat, stinging or any other discomfort. This is a cosmetic device and is not intended to diagnose, treat, cure or prevent any disease.

What's in the box?
The mask, the handheld controller with its cord, and a user manual.

How long until it ships?
Your order is dispatched within 1 to 3 business days, and delivery takes 5 to 8 business days after dispatch. US shipping is free and every order is tracked, so you get the tracking link by email as soon as it leaves. Your mask ships from our manufacturing partner overseas rather than from a US warehouse, which is why it takes longer than a domestic order. We would rather tell you that up front than have you wondering where it is.

How do I track my order?
Two ways. You get an email with a tracking link the moment your mask leaves our manufacturing partner, and you can check any time by signing in at account.luxeraskin.co with the email address you used at checkout. There is no password to remember, we just send you a sign-in code. If it has been more than 3 business days since you ordered and you have not seen a shipping email, check your spam folder first, then email care@luxeraskin.co with your order number.

I entered the wrong shipping address. Can I fix it?
Email care@luxeraskin.co as soon as you notice, with your order number and the correct address. We dispatch within 1 to 3 business days, so if you catch it inside that window we can almost always correct it before it leaves. Once the parcel is with the carrier we cannot reroute it. Email us anyway, because undeliverable parcels are normally returned to sender, and once yours is back with us we will send it on to the corrected address.

Can I change or cancel my order?
Yes, if you catch it before dispatch. Email care@luxeraskin.co with your order number and what you need changed, and we will sort it if it has not left yet. After dispatch we cannot pull a parcel back, but you still have the full 60-night money-back trial, so you can return it once it arrives.

My tracking has not updated in several days. Is something wrong?
Usually not. Your mask travels from overseas, and there is almost always a quiet stretch while it moves between countries or clears customs. Scans go sparse in that window and then catch up in a burst. If tracking has been completely still for more than 5 business days, email care@luxeraskin.co with your order number and we will chase the carrier and keep you posted.

My mask arrived damaged, or it is not what I ordered.
Email care@luxeraskin.co with your order number and a photo or short video of the problem. We will send a replacement or refund you, your choice, and we cover the shipping. You do not need to send the damaged mask back to us first.

What's your return policy?
Every order comes with a 60-night money-back trial from the day it is delivered. Open it, use it, and if it is not for you, email care@luxeraskin.co within that window for a full refund. No restocking fee, no deduction for normal use, and you do not need the original packaging. You cover return postage on a change of mind; we cover it if the mask arrives faulty or damaged. See our Refund Policy for the full terms.

What if my mask stops working?
Every mask bought from us carries a 12-month limited warranty against manufacturing defects, starting the day it is delivered. You never pay shipping on a warranty claim and you do not ship the faulty mask back. Email care@luxeraskin.co with your order number and a photo or short video of the fault.

Is Luxéra a medical device?
No. Luxéra is an at-home cosmetic LED skincare device, made to be part of your skincare ritual.

Still have questions? Email us at care@luxeraskin.co. We reply within 1 to 2 business days.