Frequently Asked Questions

LED mask is an electronic device that emits different wavelengths of light using Light Emitting Diodes (LEDs) technology. The benefit of using a mask as compared to LED lamp is that light scattering is reduced as the light source is placed even more near to your skin.

Regular use of light therapy has many known benefits as traced by multiple research studies. Prime among those are, sanitizing skin, soothing inflammation, boosting collagen production, refining skin texture, reducing roughness, helps fight acne, clearing dark spots and more. 

Follow these steps for using our mask

• Start with a clean dry skin.
• Ensure mask is charged for atleast 20 minutes prior to first use. 
• Touch and hold the power button for 3-5 seconds (Power button is located on the forehead of the mask). It now enters a standby mode, color light will only come on when you tap again gently on forehead touchpoint. Use short taps to continue switching through seven modes of color light.
• Place the mask on your face, use elastic straps to adjust mask on face. For extra comfort - use any towel or padded eye-mask to cover your eyes before placing the mask on your face
• Lay down or sit in easy reclining posture and relax for the next 15-20 minutes. Let the mask do its job and deliver beamful of lights to every epidermal cell of your skin.
• After this duration, remove the mask.

You will recieve

• Facemask (1 piece)
• USB Cable for charging (1 Piece)
• Instruction Booklet with warranty card (1 Piece)

Yes, this device uses Lithium ion battery to power LEDs. Battery is located inside the mask. 800mAh battery can be fully charged within 20 minutes and charge lasts 5- 7 days, for 15 minutes of daily use.

LED lights are non thermal and non invasive, meaning they don't heat up when in use. 

Facelume LED masks are lightweight and comfortable to use. Total weight of mask is 290gm. It is ergonomically designed, and is roomy enough for making it largely comfortable wear for most women. We recommend using padded eyemasks when using the device for exra comfort.

Other than LEDs, there are no other electical stimulation in this mask. Pins, needles or massage points are not present in this mask. It has a smooth inner surface lining made of safe and non toxic ABS and PMMA plastic. 

We recommend you consult your doctor before trying LED light therapy if you have any special conditions or concerns.

Shipping Policy

We primarily serve USA and Canada region. It usually takes between 7-14 Business days for your order to arrive. All promotional Sale and discounted orders are shipped from China warehouse and are sent via Yun Express and carrier partner USPS only. Once you place the order, we will process your transaction and send you the tracking details. You can easily track your order anytime on our website using - Track Your Order page. We do not ship to PO Boxes, APO/FPO addresses

Occasionally shipments get delayed for reasons beyond our control eg due to truckers strikes, truck breakdowns,  traffic challenges, natural disasters, changes in carrier routes, severe weather, and staffing fluctuations in carrier facilities etc, in such or similar unforeseen cases  we will keep you updated on the progress of your shipment. For more details on shipping please read our shipping policy in the store policies section.

What locations do you ship? 

We primarily service USA and Canada region. We normally offer free shipping only to USA but currently offering free shipping to all regions. We package & ship orders across the globe therefore, transit time will vary from location to location. To USA, free shipping is offered through USPS standard 7-14 days delivery.

How long does an order take to arrive once shipped?

All orders are processed & shipped as soon as possible by our third party fulfillment and logistics vendors, depending on the fastest standard shipping method available to your location. We typically take 1 business days for handling & processing your order. The typical delivery time frame is anywhere from 7-14 business days. Depending on your location, you might receive items much earlier, US orders usually take less than 2 weeks to arrive. Please allow extra time during our busy season as postal delays are out of our control. Additional factors such as distance, customs, natural disasters may cause further postal delays. Tracking information, including the carriers, are provided with every order. Every order is ensured, if your package does not arrive you are eligible for a refund or replacement. Please reach out to support@facelume.com for additional assistance in this matter. 

Will I receive a tracking number for my package?

Tracking numbers will be sent as soon as your order is shipped. Sometimes additional delays may arise that are beyond our control such as postal delays or customs inspections. Thank you for your patience and understanding.

What do I do if my order is lost in the mail?

Each order will be sent with insured shipping & handling to prevent lost packages. If your order happens to get held at customs, lost in transit, or returned to us for any reason, we have your back! The postal service is out of our control once your package leaves our warehouse. However, in cases like this, because the packages are insured, we will send you a new package with priority shipping and full tracking, if possible. Please see our refund and return policy for when these might be applicable to shipping situations.

Are there any hidden customs fees or import taxes?

All prices on our webpage are displayed in USD. Regarding taxes and custom fees, depending on your location and laws in your area, you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives to its destination, which are determined by your local customs office. Please seek additional guidance based on your location and the associated import laws. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.

Extended Delays

In some instances, the delivery time may take longer than our policy states. Delays are possible during peak season typically, December 5th onwards as freight carriers experience a surge in deliveries heavier than non peak season. If this is the case, please contact us as soon as possible and we will do everything we can to help you resolve any situation that we have control over.

Return Policy

All promotional sales are final NO REFUND will be issued. This applies to all discounted transactions including promotional sales, festive season sale, flash sale and all such events where any discount price has been availed by the customer. Although for full priced items ($299.00), we offer a 30 day no questions asked, Returns policy where we will refund 100% of retail price (not including return shipping cost) after we receive the item from you. You may initiate a refund process by mailing to us at support@facelume.com.  Full priced items must be returned within 30 days from date of receipt of item. Return shipping costs will be borne by customers.

1 Year Replacement Warranty

At FaceLume, Quality is our first promise to our customers, so it's rare that a defective product will arrive your way but we cannot completely rule out that possibility. In such a case where a defective or damaged in transit or a wrong product has been delivered to you, or our product stopped working within 1 year from the date of purchase, you may email us at support@facelume.com and share with us a video and description of the defect or damage and proof of purchase (invoice email). After reviewing your request, if our product is found to be defective, non functional or damaged-in-transit then we will send out a free replacement for you (we will cover the shipping costs to send over the replacement product to you). Warranty card is attached within the instruction booklet, please note down the date of purchase and model number of your product on it and retain the warranty card with you for the length of the warranty period.

Items sent back to us without any information will not be accepted.

You can always contact us for questions about returns or 1 year warranty policy at support@facelume.com

For more details on returns please read our detailed Returns policy section.