FREQUENTLY ASKED QUESTIONS

Thank you for visiting Lancolia! Do you have a question? Find below a list of answers compiled from the most common customer questions received. Have additional questions? Please email us at contact@lancolia.com and we will happily get back to you.

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Orders & Shipments

I made a mistake on my order, can I fix it?

Please contact us as soon as you notice your error. If your order hasn’t shipped, we can try to fix it to the best of our ability. Unfortunately, once a package has left our facility, we won’t be able to change it.

Do you offer free shipping?

We will ship any order $54 and above for free using USPS first class mail. 

Do you offer international shipping?

At the moment Lancolia doesn’t offer international shipping. Please email us at contact@lancolia.com if you are an international customer to discuss potential options.

How can I check the status of my order?

Please log in to your account to check the status of your order. If you do not have an account, refer to your shipping confirmation email containing your tracking number.

How long does it take to receive my package?

It takes 4 days to fulfill an order. Then it depends on the shipping method you choose. If you choose economy shipping, your order may take up to 18 days to arrive.

My package arrived damaged, what do I do?

We are sorry to hear that…we really take care in our packaging, and it is highly unlikely to happen. If damaged, please email us at contact@lancolia.com with a photo and an explanation of the damage within 48 hours of receipt and we will take care of you.

My package didn’t arrive, what do I do?

Please contact the shipping provider with your tracking number for them to assist you. Lancolia is not responsible for lost or stolen packages.

Refunds & Returns

How can I ask for a refund?

We understand that not everyone can always be satisfied and do offer a 30-day money back guarantee.

Please contact us with your inquiry, proof of purchase, and reason for refund request. We reserve the right to refuse a refund for those deemed to be serial refund requesters.

Due to the nature of our products, we cannot accept returns. Please donate any unused items to someone that can make good use of them.

I don’t want a refund but I would like a replacement instead?

Contact us to discuss options. Our goal is to ensure you are satisfied.

Products

Are your products safe?

Our formulas are tested by 3rd party laboratories. Additionally, each batch is tested in-house to ensure the safety of our products for customers. 

Are your products cruelty-free?

Yes. Our products are not tested on animals, only on cell cultures and humans.

Are your products vegan?

Yes. There are no animal derivatives in any of our products, only synthetics or plant-derived ingredients.

Do your products contain gluten?

Our products do not contain gluten. 

I have sensitive skin; can I use your products?

Our products are designed for all hair and skin types. We strive to be as hypoallergenic as possible, even in the formulation of our fragrances. Lists of ingredients are available on our product pages. If you are unsure, feel free to contact us directly with your questions and we will be happy to answer. We also offer a 30-day money back guarantee, so your purchase is risk-free.  

Where are your products made?

Lancolia’s products are made in the United States in the state of New Jersey from raw ingredients. We do not use premade bases made by 3rd parties.

Other

Why do you use plastic?

While glass is an eco-friendly option, it can cause quite a safety hazard in the shower. We are using only recyclable plastics, such as PET. We also use hybrid PET-Rice paper pouches for our spa salts.

Are you sustainable?

Sustainability is a key driver behind many of our efforts. For instance, our formulas are designed not only with performance but also minimalism, green chemistry and upcycling in mind. Our operations are adapted to low energy use and lean manufacturing, enabling us to keep our footprint as small as possible.

Our packaging is luxurious yet eco-friendly. White is our core color, as dyes reduce the efficacy of the recycling process. Our tissue paper is recyclable, compostable and from recycled materials. Our boxes are made of unbleached paper and composed of 80% recycled cardboard. We even recycle every shipping material we receive, including cardboard, envelopes, bubble wrap and packing peanuts.

We are also proud to participate in world reforestation efforts thanks to our partners at One Tree Planted. Each order plants one tree in a zone in need.

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