FAQ's

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Is your product cruelty free?
We are opposed to all forms of animal testing and ensure no animal testing is carried out on our products.

We only work with suppliers whom share the same visions and values as us and have the appropriate policies in place.

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Is your product vegan friendly? - Yes

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Is you produc sulphate free? - Yes

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What is the shelf life of your products?
The product formulation have passed 12 weeks stability testing allowing for a 30 month shelf life therefore an expiry date is not required on product labels.

– Closed container = 12 months

– Open container = 6 months

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What preservatives do you use?

A combination of Ethylhexylglycerin and Phenoxyethanol is used which is a globally approved paraben-free preservative that is effective against bacterial, yeast and fungal growth.

The manifacturer have tried a wide range of other preservatives in the past, and have always found this to be the best one that works with their high percentage of natural ingredients. Although synthetically mass produced, phenoxyethanol is found in nature in plants such as green tea and chicory.

The levels used, are all within the cosmetic regulations and ensure our products remain safe and well protected against micro-organisms.

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When will my order be dispatched?

Order today and your item will be dispatched within 5 working days (Mon-Fri). Orders placed on a Friday (after 12 PM), Saturday or Sunday will be dispatched the following week (excluding bank holidays and busy periods). (Expect delays during Black Friday Sale)

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How long does it take to deliver my order?

You should receive your parcel within 1-4 working days from dispatch (excluding bank holidays). For Highlands and Islands this could be 1 day longer.

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Where is my order?

Please check your tracking link that was emailed at the time of despatch (remember to check if the email is in your junk/spam folder).

What if my order has arrived damaged?

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What do I do if my order arrives damaged?

Please take pictures of the outer packaging, the damaged item is visible and then email the pictures to our Customer Support Team at info@lohraleelondon.com. Do not dispose the item or the packaging until we have advised you that we completed our investigations. All damages must be reported to us within 7 days of receipt.

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What if I was sent the wrong order?

Please check your order confirmation with the order you have received and if there are any discrepancies, please email info@lohraleelondon.com with a picture of all the goods received along with the packing slip. All errors must be reported within 7 days of receipt.

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My order says it was delivered, however I have not received it?

Please look on the tracking link for details as to where your parcel has been left. Most couriers operate no contact deliveries now, so if you are not at home they will leave your parcel with a neighbour or in your safe place. Please check this before contacting us. Our couriers will complete a detailed investigation for disputed claims and if delivery is found to be non compliant we will resend your order. Any issues must be reported within 7 days of delivery date.

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Can I cancel or alter my order after it has been placed?

No - all of our shipping is automatically generated, so we cannot cancel or edit an order once it has been placed;  this includes address changes and adding/removing products from your order.

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What is your return policy?

Please note that due to the nature of the product, the pro-ageing eye creams are non returnable, unless the product has arrived damaged.

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Can I collect from your store?

Unfortunately we do not have a storefront. Our office do not hold stock, and our manufacturing and dispatch facilities have no area for this.

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What countries do you ship to? - We currently only offer shipping within the UK. Shipping to other countries may incur additional costs.

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