Support

Contact: hello@lumacolors.com — we answer within 3 working days.

Common questions

Where are my photos? The photograph you take is never saved. It is processed on your device and discarded when the analysis ends, and it is never uploaded — there is no server. LUMA keeps exactly one image afterwards: your face cut out of the photograph — head and hair, cropped at the neck, with the room and everything else already discarded. It stays inside the app on your own phone, so the "try it on" screen and the shareable card can show colours against your face without asking you to photograph yourself again every time. It never reaches your photo library, other apps cannot see it, and it is not backed up to iCloud Photos.

The app asked me to retake the photo. It does that when the photo physically cannot answer the question — it is blurry, too dark, blown out, lit from one side, too noisy, or it cannot see the whites of your eyes. The message names which one. The fix is always physical: outdoors or at a window, in daylight, with no lamp on.

I disagree with my season. Open Settings → Technical report. It shows every number the result rests on, including the two seasons it was closest to and how confident it was. If the white-balance line does not say "White of the eye", retake the photo with your eyes properly open and your glasses off — that single line is worth more than anything else in the app.

What does LUMA Pro cost, and what do I get? One thing, sold two ways: a weekly subscription or a yearly one. Both unlock the same thing and both renew until you cancel them. The price and the period are shown on the purchase screen before you confirm anything. You cancel from your App Store account settings, at least 24 hours before the renewal.

I changed phone / reinstalled and my subscription is gone. Tap Restore purchases, on the purchase screen or in Settings. Make sure you are signed into the same store account you bought with. Your analysis and your cut-out are on the old phone only — those are local, so you will want to run one new scan.

How do I delete my data? Settings → Delete my analysis. That deletes the result *and the cut-out file itself*, not just the entry pointing at it. There is no server copy of anything. Deleting the app removes everything too.

Refunds. Refunds go through Apple, not through us — we cannot issue them directly. If the result is obviously wrong, write to us within 14 days and we will support your request. In the EU/EEA and the UK you also have a 14-day right of withdrawal on digital content; see the Terms.

Is this medical? No. LUMA is a styling tool. It says nothing about your health or the condition of your skin, and it is not a medical device.