LUSTRE® ClearSkin App guideline
Download the LUSTRE® ClearSkin App to create your own personalized skincare routine
Welcome!
It could happen that your LUSTRE® ClearSkin app has some difficulties connecting with your device. On this page, you will be able to find some standard troubleshooting protocols that might help in this situation. If these steps still don't help, please contact our customer support.
When sending your question or issue to our customer support please include the phone that you are using, the latest software version you are using, and if possible a video of the issue that is occurring. After receiving the problem, our team will try to resolve the problem as soon as possible.
Restart your device
If any problems occur try powering off the device and turn it back on after a couple of minutes.
Update the app
We are continuously working on improving the app. It might happen that you are using an older version of the app which can create issues with connecting to the device. Try updating your app and reconnecting with the device.
Restart your phone
If the app is not able to connect with the device, try to restart your device and go back to the app to try to connect with the device.
Restart your Bluetooth
Turning off and on your phone's Bluetooth might help with connecting with the device.
Redownload the app
It could happen that when downloading the app something went wrong. Please delete the app (and empty any cache files the app created) and reinstall the app using your favourite app store.
Remove the device from the charger
The device is made to not function during charge because of safety reasons. Make sure your device is fully charged and not connected to the charger when trying to connect.
Make sure the latest version of the software is installed on your phone
Operating systems are continuously updated by Apple and Android. It may happen that your phone is running on older software that is not supported by our app. Update your phone and try to connect to the device.
Make sure your phone is not connected to other devices
Your phone might have difficulties connecting to the device when it is already connected with other devices like headsets or Bluetooth speakers. Disconnect all established connections and try to connect with your device.
Clear Bluetooth devices on your phone
It could be that your phone has issues with connecting to a new Bluetooth device because it is already full of devices you have used in the past. Try to manually delete some of the devices you no longer use from your phone and try to reconnect.
Clear apps that run in the background
The device might accidentally try to connect with apps that run in the background of your phone. Temporarily close all apps and only open the LUSTRE® ClearSkin app, try to reconnect to the device again.
Frequently Asked Questions
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Delivery option: UK Standard Delivery
Delivery time: Order before 12pm to receive in up to 3 working days. Delivered between 8am – 9pm (excludes Weekends & Bank Holidays).
Delivery Prices:
FREE delivery over £30!
£4.50 for orders below £30.00
Delivery Exceptions
We deliver to the Scottish Highlands and British Islands. However, we advise allowing for an additional four days for Standard Delivery.
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You have the right to cancel any purchase up to 14 working days from delivery and receive a full refund. If you are returning your product, you must contact our Customer Services department at 01506592239 or customerservices@lustreskin.com who will provide you with the address for returning the product to us.
Please be sure to package the parcel securely (making sure you include a note of your name and address inside the parcel) and then return it to us.
You must return the products to us within 14 days of notifying us of the cancellation, in the same condition in which you received them.
Returning all or part of your order
You have the right to return all or part of your order up to 14 days from receiving the products.
When returning all or part of your order you will receive a refund for the products you have returned within 14 days of sending the item back to us.
We advise that you take out enough postal insurance to cover the value of the contents. Please save your proof of posting and tracking information until your refund has been processed.
You will be responsible for the cost and risk of returning the items to us.
You have a legal obligation to take reasonable care of the Products while they are in your possession. If you fail to comply with this obligation, we may have a right to claim the cost of any deterioration from you.
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Yes, the LUSTRE® ClearSkin Technology devices are guaranteed to be free from defects for 12 months from the time of purchase.
All LUSTRE® devices carry a 1 year warranty. This means that the devices should be free from defects in material and workmanship for 12 months from its original purchase date, under normal use. This warranty extends only to the original retail purchaser with original proof of purchase and only when purchased from an authorised retailer or reseller. This warranty only extends if the mask is used in conjunction with authorised LUSTRE® accessories. If the product should become defective within the warranty period, contact the retailer where you bought the mask.
This warranty does not cover products damaged by:
- Accident, misuse, abuse, or alteration.
- Use with unauthorized accessories or use other than as instructed.
- Connecting to incorrect current and voltage.
Please click here to register your device.