Questions?
Please read the FAQs below. If you can’t find the answer you’re looking for, please contact us here.
Shipping & Delivery
How does shipping and delivery work?
So you've placed an order? Welcome to the Luméa Belle family! 💖
Here is everything you need to know about how your package makes its way to you:
- Processing & Dispatch: Our team carefully packages and dispatches all in-stock orders within 24–48 hours (excluding weekends and public holidays).
- Delivery Timeline: You can expect your package safely in your hands within 5–10 business days from dispatch.
- Tracking Your Journey: As soon as your order leaves our warehouse, we will send you a shipping confirmation email complete with your tracking number so you can follow its journey.
Important Notes:
- Dispatch Timelines & Pre-Orders: Please note that all shipping timeframes start from the day your order is dispatched (not the day you place your order). If your item is a pre-order, you’ll see an estimated dispatch date listed right next to the product name. This is the date your order will be shipped, and your delivery timeline will begin from then. If there’s no date listed, your item is fully in stock and will be shipped as soon as possible - lucky you! 😊
- Delivered Parcels & Liability: We work closely with our shipping partners to ensure your order arrives safely. However, once a parcel has been marked as delivered by the carrier, we cannot be held responsible for any lost, stolen, or missing packages.
- Split Shipments: To get your items to you as fast as humanly possible, orders containing different product types may occasionally arrive in separate packages.
If you are experiencing any delays with your delivery, please contact us at hi@lumeabelle.com.au to assist
How much do I pay for shipping?
For a limited time only, all lash kit orders include FREE delivery Australia-wide, no matter how many products you order! 🎉
When will my order arrive?
Once your order is picked and packed, the magical journey from our global fulfilment hub to your front door begins!
For a limited time only, all lash kit orders include FREE delivery Australia-wide, no matter how many products you purchase. Once dispatched via Premium Air Courier, Australia Post looks after your final secure delivery. You can expect your package safely in your hands within 5–10 business days from the day your order is dispatched.
- A quick note on delivery times: Although Australia Post quotes us these expected windows, sometimes life happens and they experience slight transit delays. When this is the case, your tracking number may temporarily show a ‘delayed’ delivery date. Please note that shipping timeframes always start from the day your order is dispatched, not the day you place your order. If your item is a pre-order, its specific dispatch date will be noted right next to the product name 😊
How do I track my order?
Yay, time to celebrate - your order is on its way! 🥳
As soon as your package is dispatched, we will send you a shipping confirmation email complete with a ‘Track Order’ button. This link will take you directly to our tracking portal so you can watch its entire journey through air transit right to your doorstep.
Once your package safely lands in the country and clears customs, Australia Post takes over the final local delivery, and their live tracking updates will automatically reflect on your page!
- Can’t find your email? Shipping confirmations can occasionally slip into your spam or promotions folder, so be sure to take a quick peek there. If you still can't find it, just drop us a line at hi@lumeabelle.com.au and we will happily look it up for you!
Help, I think my order is lost/hasn’t been delivered?
Here are a few ways to polish this crucial customer protection FAQ. We will update the wording to match your 5–10 business days timeline, keep the high-end boutique tone, and maintain a strict, helpful boundary so you don't get blamed for carrier errors.
We completely understand how eager you are to receive your package! 💕 While our standard delivery timeline is 5–10 business days from dispatch, unexpected transit or customs delays can occasionally happen. When this occurs, your tracking link will temporarily display a ‘delayed’ status.
To help protect your order, we recommend checking in with Australia Post directly first, as they can often look up real-time route updates. We are strictly required to work within their formal investigation windows, but we always have your back!
- When to reach out to us: If your package has not safely arrived within 20 business days from your dispatch date, please let us know immediately. We will personally step in, launch an official investigation on your behalf, and make sure any issues are resolved as quickly as humanly possible.
I put the wrong address on my order! What should I do?
Get in touch with us right away! If our warehouse team hasn't dispatched your package yet, we will happily change the address over for you.
If it’s already on its way, you will just need to wait until the parcel clears customs and enters the Australia Post network. From there, you can log into your tracking link and instantly redirect the delivery to your correct address.
- Note: We are only responsible for shipping to the address entered at checkout. If a package is delivered to an incorrect address provided by the customer, we are unable to retrieve it, so please review your details carefully!
Do you ship internationally?
At this time, we only deliver our products to customers in Australia.
Are there any customs/import fees?
Not at all! Even though your luxury items travel through our global fulfillment network via premium air courier, you do not need to stress about any hidden surprises. All duties and customs clearances are completely looked after by us, meaning there are absolutely zero extra fees or import taxes to pay upon delivery to your doorstep. 💕
Product Questions
How do I wear my magnetic lashes?
It might take a couple of tries to get the hang of it - but once you do, it’s honestly so easy 😊
Start by curling your natural lashes with your favourite curler. For extra hold, apply the Luméa Belle™ StayLash Primer, then simply snap the magnetic lashes into place.
That’s it - snap, and go ✨
If you’re new, don’t worry - it gets easier every time.
Watch our quick tutorials to see exactly how it works.
I’ve never worn false lashes before… will I be able to use these?
Yes 😊 They’re super beginner-friendly! It might take a couple of tries at first, but once it clicks, it becomes quick and easy. If you get stuck, our quick tutorials will show you exactly how it’s done.
What if I don’t get it right straight away?
Totally normal! It takes a few tries to get used to, but once you do, it becomes second nature. We have a quick tutorials to help you.
Are they reusable, and how long do they last?
Yes, beautifully so! 😊 Our premium dual-magnetic lashes are designed to be loved and reused over and over again.
With daily wear, you can expect a single pair to last 3 to 6 months (that is over 100+ flawless wears!). If you save them for special occasions, they will last even longer - in fact, some of our wonderful customers have cherished their pairs for up to 12 months with proper care.
Will they fit and suit my eye shape?
Yes, beautifully! 😊 Our styles are curated at a versatile 22-23mm width to naturally complement real eye shapes - including hooded, monolid, and almond eyes.
By sizing our bands at 22-23mm, we’ve created a look that focuses on comfort and lift. Simply place them on your applicator tool favouring your outer corners. You'll get instant, beautiful volume on the outer edges while leaving your inner corners completely free to blink naturally and comfortably all day.
Are Luméa Belle™ lashes safe to use daily?
Yes, absolutely! 😊 Our Luméa Belle Magnetic Lashes and StayLash Primer™ are specifically formulated for comfortable, everyday wear. We use gentle, high-quality ingredients with completely clean formulations, entirely free from the harsh glues and chemicals that traditionally cause eye irritation.
Because they are incredibly lightweight and non-irritating, many of our wonderful customers choose them specifically to give their sensitive eyes and natural hair follicles a healthy, beautiful break from extensions and strip lashes or clusters! 💕
How do I make them last longer?
Store them in their LashPod™ after each use, clean them gently, and avoid harsh products. A little care goes a long way! ✨
Do the magnets lose strength over time?
With proper care, they stay strong for months. Avoid harsh chemicals and strong magnetic environments to keep them in great condition.
Will they stay on if it’s windy, raining, or I’m out all day?
They are designed for excellent all-day wear - but the secret to zero slipping is all in the prep! 💕
On their own, magnetic lashes hold up beautifully through standard movement, light wind, and dry weather. However, because natural eyelids can get oily, lashes can occasionally slip.
To guarantee a rock-solid, slip-free hold that lasts all day through wind or light rain, we highly recommend applying our StayLash Primer™ first. It creates the perfect gripping surface, locking your lashes securely in place so you can go about your day with total peace of mind. (Just remember to avoid heavy water like swimming or direct showering to keep them pristine!)
How do I store my lashes?
After wearing your lashes, make sure to pop them back into their case - left and right in the right spots. They’re small, light, and surprisingly good at playing hide and seek if you leave them out!
Try not to store them just anywhere. Keeping them in the LashPod™ helps them stay clean, safe, and ready to wear again.
Also, keep them away from strong magnetic areas (like microwaves). Too much exposure can affect the magnets and shorten their lifespan.
Treat them well, and they’ll keep showing up for you!
How come I don't get any glue?
Our Soft Magnetic Lashes simply click into place using the magnetic top and bottom lashes. Easy, mess-free, and so much more comfortable.
What about the StayLash Primer™?
It’s not a glue! Think of it as a clean conditioning treatment with a magnetic grip. Just apply it after curling your natural lashes, then snap your magnetic lashes on. It defines your natural lash line while giving your look an incredibly secure, longer-lasting hold. Formulated with nourishing collagen, amino acids and vitamin E, it’s exceptionally gentle and perfect for sensitive eyes.
How do I clean my magnetic lashes?
A little care goes a long way! Some makeup removers can affect the magnets over time, so we recommend keeping things simple. Too many harsh chemicals can reduce magnet strength and shorten the life of your lashes.
For everyday cleaning, water works perfectly fine. If you wear makeup often, you can also use a gentle cleansing solution made for lashes.
Here’s how to clean them:
- Gently separate the top and bottom lashes
- Lightly wipe them using a cotton pad dampened with water or micellar water (no harsh or oil-based solvents)
- Lay them out separately and let them air dry
- Once dry, they’ll naturally click back together - like magic ✨
- Pop them back into their LashPod™, matching left and right spots so they’re ready for next time
Take care of them, and they’ll keep looking beautiful wear after wear 💕
How do I separate my magnetic lashes?
Our soft magnetic lashes are flexible and delicate, so no need to pull or tug. Being too rough can damage the magnetic strip (and we definitely don’t want that!).
When applying or removing, always start from the outer corner and gently separate them using a sliding motion - no bending needed.
Little tip: If you have long nails, try not to bend or pinch the lashes too much - they prefer a soft touch 😊
Treat them gently, and they’ll keep showing up for you wear after wear ✨
What should I know before using Luméa Belle™ lashes?
Just a few simple things to help you get the best results 😊
Our magnetic lashes are designed to be beginner-friendly and comfortable for everyday wear, but like any beauty product, there’s a small learning curve at the start. Most people get the hang of it within 1-3 tries.
They work best when applied over your natural lashes, so they may not be suitable if you have very sparse or no natural lashes for the magnets to grip onto.
Because they’re lightweight and reusable, they may feel slightly different from traditional strip lashes at first - especially during your first wear - but most customers quickly forget they’re even on once they’re applied correctly.
For best results, we recommend:
- Curling your natural lashes first
- Using our lash primer for a stronger hold
- Watching our quick tutorials before your first try
With the right application, they’re designed to feel secure, natural, and comfortable for all-day wear.
Do you offer wholesale or bulk purchase discounts?
Our products are only sold on our online store, so we do not offer wholesale discounts for reselling. If you are looking to make a bulk personal purchase, please contact us here for more information.
*Please note: This is subject to stock availability.
Can I send an order as a gift?
We certainly do! You can ship any Luméa Belle favourite directly to a friend or family member. Just use their details for shipping and yours for billing.
We keep the surprise elegant and discreet: no invoices, pricing, or receipts are ever included in the physical box. Everything financial is emailed safely to you.
A quick tip: Because our high-speed fulfilment centres cannot print custom gift messages, we highly recommend sending your recipient a sweet text message or digital card to let them know a luxury delivery is heading their way!
Are you stocked in any stores anywhere?
Nope, it’s just us! Our Luméa Belle™ products are only available on our online store here in Australia. Unfortunately, we don't currently offer international shipping.
Returns & Exchanges
Do you have a returns policy?
We want your experience with us to be completely seamless! To keep things beautifully clear, please take a quick moment to review our returns guidelines below.
We proudly offer a 30-Day Change-of-Mind Return Window. If you realise a style isn’t your perfect match or you simply change your mind, you can initiate a return within 30 days of delivery for a full refund.
To be eligible for a return, please ensure:
The Timeline: Your return must be initiated and dropped off at the post office within 30 days of receiving your delivery.
The Condition: Items must be completely unopened, unused, and in their original, pristine packaging with all original seals perfectly intact. Due to strict hygiene regulations for eye products, we cannot accept any items that have been opened.
The Exclusions: The items were not marked as "Final Sale" or "Non-Returnable" at the time of purchase (unless they arrived faulty, in which case we will completely look after you!).
How to start your return:
To keep things moving quickly, we will ask you to put your photography skills to the test! 😊 Simply send us a quick, clear photo of your unopened items so our team can verify the condition before you mail them back.
A quick note on bundles: If you choose to return just a single item from a bundle, the remaining pieces you keep will simply revert to their standard individual pricing, and we will adjust your final refund to match.
How long do I have to return the products?
We completely understand - life gets busy! 😊 To give you peace of mind, we offer a generous 30-day return window from your delivery date.
As long as your box remains completely unopened and factory-sealed, we are more than happy to help you process a return. For a step-by-step guide on how to send your sealed items back, please take a quick look at our Returns & Refunds Policy.
Can I return my order for a refund?
Absolutely. We want your shopping experience to be completely stress-free.
💕 We gladly accept returns for a full refund within 30 days, provided the items are returned in pristine, unopened condition with all original packaging intact.
- Exclusions: Due to strict hygiene regulations for eye products, any box that has been opened or untied cannot be accepted for a return.
- Bundle Returns: If you return a single item from a bundle, the remaining items you keep will revert to their standard individual pricing, and your refund total will reflect this change.
Do I have to pay for returns?
Yes, return shipping costs are the responsibility of the customer. 💕 We recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.
We gladly accept returns for a full refund within 30 days of delivery, provided the items are returned in pristine, unopened condition with all original packaging intact.
- Hygiene Exclusions: Due to strict health regulations for eye products, any box that has been opened cannot be accepted for a return.
- Bundle Returns: If you return a single item from a bundle, the remaining items you keep will revert to their standard individual pricing, and your final refund total will reflect this change.
How long does it take for my return/exchange to be processed?
We love keeping things moving as quickly as possible for you! 💕 Once your package arrives safely back at our warehouse, our team will carefully inspect the items and process your refund or exchange within 3–5 business days.
To help us track your return: Please reply to your original order email with a clear photo of your post office receipt and your tracking number as soon as you drop it off. This allows our team to monitor its journey and ensure your request is fast-tracked for inspection the moment it lands at our doors!
Please note: To protect the health and safety of all our customers, all returns and exchanges must pass a quick quality inspection to verify they are completely unopened and factory-sealed before a refund or exchange item can be issued.
How long does it take for my refund to be processed?
As soon as our team has inspected and approved your return, we will personally send you an email confirmation to let you know your refund has been issued.
From there, it typically takes 2–5 business days for the funds to clear and reflect in your account, depending entirely on your bank's processing times. If your funds haven’t arrived after 5 business days, we recommend reaching out to your bank directly, as they look after the final transfer into your account! 💕
Payment
How secure is your payment?
All jokes aside - your privacy and security is our highest priority. We use Shopify Payments which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable.
What payment types do you offer?
We accept all the good old-fashioned methods of payment, including Visa, Mastercard, and American Express, as well as any debit cards enabled for online shopping.
For our tech-savvy shoppers, we also offer the speed and convenience of PayPal, Apple Pay, and Google Pay! 😊 💕
Do you have payment plan options?
Unfortunately, we don't currently offer any split pay options (like Afterpay, Klarna or ZipPay). These are coming soon though!
How do I use a discount code?
We love a good deal too! (And yes, we totally count saving money on a sale as making money).
Simply head to checkout, and on the very first page, you’ll see a box to enter your discount code. Just type it in and make sure to click ‘Apply’ so you can see your savings drop before heading to the payment page.
- One code per order: Only one discount code can be applied per checkout. If you want to use multiple codes or unlock different promotions, we suggest placing separate orders!
- Exclusions apply: Discount codes cannot be stacked on top of existing sale items, promotional bundles, or automated strikethrough prices. Please check your offer email to see exactly which specific products your code applies to. 💕
Can I apply a discount code after placing my order?
Because our team works incredibly fast to package and ship your items, we are unable to manually apply discount codes or adjust totals once an order has been finalized at checkout.
We highly recommend double-checking your cart to ensure your code is entered before completing your purchase! If your code is still valid, you are more than welcome to save it and use it to treat yourself on your very next order with us. 💕
What currency is the store in?
All pricing for our Australian store is listed in Australian dollars (AUD).
Contact Us
I have an issue with my order, what can I do?
Something not quite right with your order? Don’t worry, our team is ready to spring into action! Please contact us to advise of the issue, and to help resolve things quickly we request you include photos so we can help identify what has happened.
Can I change or cancel my order?
We completely understand that plans change! 😊 If you need to make an update, please email our team immediately with the subject line CHANGE or CANCEL followed by your order number, and we will do our absolute best to intercept it.
Because our fulfillment team works incredibly fast to package and ship your items, we cannot guarantee changes once an order has been placed. Please select your styles carefully!
Please note: If your package has already been processed or dispatched from our warehouse, we won't be able to stop it, and you will just need to go through our standard returns process once it arrives.
How do I contact you?
Gone are the days of carrier pigeons and smoke signals – emailing us is the way to go! You can contact us here or by emailing us at hi@lumeabelle.com.au.
This also allows us to keep a paper trail for your issue so we can help you as best we can. We’re only human, so please be patient and we are working as quickly as possible to get back to you. We promise we won’t leave you on ‘read’! 💕
How do I provide feedback?
We always strive to be the best so we love hearing your thoughts. We also love hearing your Luméa Belle stories, as it warms our hearts to see our products being used and loved out in the big wide world.
Should you have any feedback for us, please feel free to send it here.
Where are you located?
Luméa Belle is proudly Australian-owned, with our design and creative headquarters located in Melbourne, VIC. We partner with overseas fulfilment specialists to manage and dispatch our products. This allows us to streamline our fulfilment process and ship your favourite lash kits directly to your doorstep with full tracking included.
*Please note: Our Luméa Belle HQ is not a retail store and we hold no stock there, and we are unable to offer collection at any of our fulfilment centres.
Hi, I’m Linda.
I’ve always loved lashes, but toxic salon glues left me with constant irritation. Traditional falsies weren’t any better. They felt heavy, clumsy, and never fit right.
Everything changed when my daughter wanted to wear mascara and extensions too. I couldn't bear putting harsh chemicals near her sensitive eyes, but I couldn't find a single safe, lightweight alternative designed for real eye shapes.
That’s why I created Luméa Belle. Our gentle magnetic system brings safety and effortless simplicity back to our routines. I am so incredibly grateful to share it with you.