Frequently Asked Questions

Orders are generally processed Monday through Friday, excluding holidays. Preparation time is separate from shipping time and may vary with availability and order volume. Any timeframe shown on the site or at checkout is an estimate unless expressly guaranteed. Read our Shipping Policy.

We ship only within the United States. Available shipping methods, rates, and delivery estimates are shown at checkout when applicable. Enter your shipping address to see the options for your order.

Once your order ships, you will generally receive a shipping confirmation email with tracking details when available. Please allow time for the carrier to update its tracking system.

Email contact@verolumiere.com as soon as possible with your order number and requested change. Changes and cancellations are only possible before processing or fulfillment begins and are not guaranteed.

Products may be fulfilled from different locations and occasionally arrive separately. You may receive individual tracking details for each shipment.

For a shipment still in transit, allow time for carrier updates. If it is marked delivered, check the delivery area, household members, neighbors or building management, and any delivery photo. Contact the carrier, then email us with your order number and tracking details if you still need help. Resolution may depend on the carrier’s investigation.

For hygiene and safety reasons, we generally do not accept product returns. Opened, used, tested, or unsealed products cannot be returned, and change-of-mind or personal-preference purchases do not qualify for refunds. Exceptional circumstances involving unopened, unused, factory-sealed products must be approved before anything is sent back. Read the full Return & Refund Policy. This does not limit your rights under applicable consumer protection laws.

Contact contact@verolumiere.com within 48 hours of delivery with your order number, a description of the issue, and clear photos of the product and shipping packaging where applicable. Keep the product and packaging until your claim has been reviewed. Approved claims may receive a replacement or refund at no additional cost, depending on the circumstances and availability.

For the status of an approved refund, contact us with your order number. We can confirm the details of your refund; the time it takes to appear in your account may depend on your payment provider.

Begin with three simple steps: Cleanse to clean and refresh your skin, Treat to address your chosen skin concern, and Hydrate to replenish moisture. Explore each ritual page and follow the directions for the products you choose.

Use Cleanse → Treat → Hydrate as your starting point, then follow each product’s How to use instructions for application, amount, and frequency. Targeted eye and hair products have their own directions.

Check the How to use section on each product page and the directions on its packaging. Timing and frequency vary by formula, so the same schedule does not apply to every product.

Start with the directions for each formula rather than assuming every treatment can be layered together. Contact us if you need help locating product information. For more detailed ritual and ingredient education, visit The Lumière Edit.

Open the Ingredients and How to use sections on the product page. Review the label when your product arrives. If website information and packaging differ, follow the ingredient information, directions, and warnings supplied with the physical product unless Vero Lumière instructs you otherwise.

Browse products by concern and review each formula’s benefits, ingredients, and directions before choosing. Individual skin types and results vary. Questions about allergies or medical conditions should be directed to a qualified healthcare professional.

Discontinue use and seek appropriate medical advice when necessary. Please review the ingredients, directions, and warnings before use. Sensitivity or an undesired result does not automatically qualify for a refund or replacement; see our Return & Refund Policy.

Each bundle page lists the exact products included and the purpose of each step. Review that list before ordering so you can choose the ritual that fits your needs.

Check the individual product details linked from the bundle page for the size of each item. If you would like confirmation before ordering, contact us with the bundle name.

Follow the steps listed on the bundle page, then each product’s directions. Most rituals follow Cleanse → Treat → Hydrate; the Eye Care Ritual includes a targeted eye-care step.

The payment methods available for your order are displayed at checkout. Review those options before completing your purchase.

Enter your code in the discount field at checkout when available, and confirm that the discount appears before paying. Eligibility, expiry dates, and combination rules depend on the offer. Contact us before ordering if you need help with a code.

Applicable taxes, shipping charges, and discounts are displayed where applicable at checkout.

Use our Contact page or email contact@verolumiere.com with a description of the issue and your order number, if you have one. Do not include passwords or full payment-card details.