FAQ

How long is each session?
You pick 5, 10 or 15 minutes on the handheld controller, and it shuts the mask off when the time is up. Most people use it while winding down in the evening.

How often should I use it?
Three to five times a week. Consistency is everything with a light ritual.

How do I use it?
Start with clean, dry skin, slip on the mask, choose your mode on the controller, set the timer, and relax.

Is it corded?
Yes. The mask connects by cord to a small handheld controller, which is where you choose the mode and the timer. The cord is long enough to rest the controller beside you while you lie back.

What are the four modes?
Calm (green, 525nm), Brighten (amber, 590nm), Rejuvenate (red, 630nm), and Tighten (red 630nm with near-infrared 850nm). They are labelled on the controller.

Is it comfortable on the eyes?
The mask is designed to be worn with your eyes closed and relaxed. Always use it as directed in the included guide.

Is it safe to use every day?
Daily use at the recommended session length is fine for most skin types. If you are pregnant, are sensitive to light, or take medication that makes you more sensitive to light, check with your doctor first. This is a cosmetic device and is not intended to diagnose, treat, cure or prevent any disease.

Does it work on darker skin tones?
Yes. It is used exactly the same way across all skin tones: same modes, same session length, same routine.

Who should avoid it?
If you are taking photosensitizing medication, have a light-sensitive condition, or are pregnant or nursing, please check with your doctor first. Stop use if you notice any irritation.

What's in the box?
LED face mask, handheld controller, controller cord, charging cable, and a quick-start guide.

How long until it ships?
We dispatch within 1 to 2 business days, and delivery usually takes 7 to 15 business days from there. 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 on day nine.

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 2 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 2 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 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 10 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 arrange a replacement and cover the shipping. You do not need to send the damaged mask back to us first.

What's your return policy?
Try the mask for 60 nights from the day it arrives. 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.