Lunaandskin Reviews 246

It’s a very uncomfortable and painful mask to wear. There was also no instruction manual with it so guessing what to do.

Ordered a bundle deal that included 2 items. They were despatched separately (I received 2 different emails to say that each particular item had been despatched) but they both had the same tracking number. Only 1 item arrived but, of course, as the same tracking number was supposedly used for both items, it shows that both items were delivered - but they were not. The item that HAS arrived is damaged, despite being in air filled protective plastic stuff. I haven’t even taken it out of the plastic parcel packaging and have taken photos to show the damage and that it is unopened. Now begins the painful process of trying to return the damaged item and obtain a refund for the item I never received… wish me luck.
So far, I only have a generic ‘support’ email and no address to send the return to.
I wish I’d read these reviews before buying as I can see this becoming a real headache. I hope I’m proved wrong…
Update: 4 emails back and forth and still nobody will give me the information to return the items…
I finally got the return address and posted by recorded delivery (at a cost of £30). It’s been 28 days and it still doesn’t show as delivered so I suspect they have rejected my delivery so they can avoid processing my refund.

Do not buy. Not fit for purpose.
Mask was faulty and bottom half wouldn’t attach to top half. Prongs were extremely uncomfortable against the skin. Separate eye mask marked my face on one eye and made my eye close when getting zapped.
Tried to return the items and the company gave me an address in the US to return it to. They would not provide me with a contact phone number for the delivery and made me put some phoney number in to get the parcel sent. I paid £25 for the postage thinking it was a small price to pay for a £157 refund. However in transit the parcel incurred a €153 brokerage fee and Luna and Skin refused delivery. I am now fighting UPS about the brokerage fee and all emails to Luna and skin remain unanswered. Obviously no refund for the items into my account either. Am truly disgusted. In the process of contacting trading standards.

Love the ease of use of this product. Only giving 4 stars as I haven’t been consistent in my use yet, but I enjoy the different functions. Love the hot setting for my frown lines they haven’t got any worse. Would definitely recommend the Luminance.

I’m very disappointed with Luna Skin’s customer service. I contacted them on 15th January regarding a faulty product and initially expected a response, but since then they have stopped replying altogether. I’ve sent multiple follow-up emails and have been completely ignored.

The lack of communication and refusal to address a faulty product is extremely frustrating and unprofessional. At this point, it feels like the company is actively avoiding the issue rather than trying to resolve it.

I would not recommend purchasing from Luna Skin unless they significantly improve their after-sales support and take responsibility when something goes wrong.

🚩🚩🚩🚩RED FLAG WARNING 🚩🚩
Don't touch this company or product with a barge pole! They are Liars! Scammers! They do not honour the "guaranteed" 90 day refund, their product is not only cheap but INJURES the wearers forehead, leaving deep dents which don't disappear over night.
They don't reply to requests for a refund or returns label and their "terms and conditions" are prohibitive ! I am reporting this company to the UK Trading Standards Office (would encourage others to do so as well) Let's get these charlatans shut down. I'm also making enquiries about the mask contravening health and safety.
This mask was a Christmas Gift for my daughter, it and the "help team" are unmitigated disasters.

The mask feels sturdy and the design fits the face well and different LED colours really work. My skin always looks brighter right after using it and feels smoother.

I tried few led masks before but this one has got the microcurrent tech which I believe it helps with my sagging skin around my cheeks as I can feel the gentle stimulation when I use it with red light. I also bought the serum and use it after the treatment.

7 LED options in one mask is brilliant, I don’t need multiple devices as I have dark patches on my cheeks and saggy skin around my neck. The green light and red light really help a lot with my skin. The product itself is well made

Do not order off this company. They state it is a uk based company, yes the office is but the product comes all the way from China and takes over two weeks for delivery. I ordered it based on a magazine article but when I read the reviews it is bad so two days after I ordered it I emailed them to cancel it only to be told I couldn't (what a surprise). I refused the parcel as I was not going to cover the postage of returning it to China. That was the beginning of January 2026. I am still waiting for a refund. I have emailed them numerous times but they are not responding.

Luna and skin led mask. This mask is horrible. Very uncomfortable, heavy, the micro stim electrodes fall out when trying to use. Very short cord so you either need an extension cord or you can not move more than 2 feet. The remote is very loud with no way to turn the beeps off or even down. Return policy is a joke. Contacted them after first use. They offered tips to make it better. Explained that i absolutely did not want the mask. Offered a slight diacount. I Refused. They said i could aend it back for full refund but i had to pay shipping. Shipping was going to be $85 because it is international. Ended up taking a larger discount and just keeping the mask. Cutting my losses. Overall very displeased.

Complete waste of money. The mask is almost impossible to wear — it presses painfully against the face, and exposed metal parts dig into the skin, making it extremely uncomfortable.

The product itself feels like it’s made from cheap plastic, nowhere near the quality advertised on the website and social media. It looks and feels low-grade and poorly designed.

The return process is even worse. Despite the product being shipped from the UK, returns must be sent to the USA, and returning it from the UK cost over £50. The process is slow, expensive, and clearly discourages customers from getting their money back.

Nice marketing, terrible reality.
Strongly do not recommend.

Beautiful product, love it. Very prompt and quick delivery, thank you very much. Only been using it for just over two weeks and I can already see my cheeks are fuller and my pores look smaller.

Mask was defective and now they wont give me back my money. They want me to send the mask to Texas which will cost the same as the mask, which was purchased in the UK. The money-back guarantee is a sham. I am still trying to get my money back but they keep deflecting. Deceptive advertising in their return policy. Poor customer service

Product was delivered damaged and company was unwilling to return and exchange the product. This is something they do frequently so anyone should avoid purchasing from this company. There are plenty of other providers that give high quality red light systems. This company from my experience is a scam

Fast delivery and a great product.

If I could score negative stars, I would. Horrible customer service. The mask is painful, heavy and poorly made. The 30 day money back guarantee is a scam since they make you pay return shipping which costs over $100, or alternatively they offer you can keep the mask and they’ll refund you 20% of the original purchase price. They are shady! Do not buy from this company. Worst experience ever.

I’m 58 and noticed sagging around my neck and mouth. The combination of red light and microcurrent has firmed up my face

Great service and good product waiting to see long-term results.

It took a while to arrive, and the vibration function is inconsistent sometimes it works, sometimes not, even when fully charged. Might be a faulty unit.