FAQ - Frequently Asked Questions

Shipping

We provide free shipping for orders over USD$60 within Canada and the US. Otherwise, shipping rates will be calculated during check out depending on the country of destination and shipping preferences (regular, expedited, priority, etc.).

You can find our shipping policy here

Yes, we ship internationally. shipping rates will be calculated during check out depending on the country of destination and shipping preferences (regular, expedited, priority, etc.).

Customs and import duties may be applied to international orders when the shipment reaches its destination. Such charges are the responsibility of the recipient of the order and vary from country to country. Contact your local customs office for details. Shipping laws are different in each country. Lulo Organic Skincare is not responsible for the cost of import duties or customs; nor for any direct, indirect, punitive, or consequential damages that arise from improper international shipping practices.

We provide free shipping for orders over USD$60 within Canada and the US. Otherwise, shipping rates will be calculated during check out depending on the country of destination and shipping preferences (regular, expedited, priority, etc.).

Customs and import duties may be applied to international orders when the shipment reaches its destination. Such charges are the responsibility of the recipient of the order and vary from country to country. Contact your local customs office for details. Shipping laws are different in each country. Lulo Organic Skincare is not responsible for the cost of import duties or customs; nor for any direct, indirect, punitive, or consequential damages that arise from improper international shipping practices.

We will process your order the same day you place it. Shipping will commence within 1 business day of receiving the order. 

Returns and exchanges

We want you to love your Lulo Organic Skincare purchase, so if you are not totally satisfied, please send an email to hola@luloskin.com within 30 days of your purchase, and we will provide a return authorization number and mailing information.

We can only refund if the product container is at least half full. Simply return the bottle with the unused portion, and we will remit your account for the full amount of your purchase, minus shipping. If the order is within Canada, we will also cover the return shipping.

We observe cosmetic industry standards and all returned products are destroyed.

We don’t accept returns after 30 days of purchase.

We only accept returns or refunds for sales in Canada and USA. We don’t accept returns or refunds for international customers (all sales outside of US and  Canada are final).

For International orders, please be aware that your local customs office may impose an import tax. Lulo Organic Skincare cannot advise what that tax will be. There are no additional fees imposed by us after your order is purchased on our website. Any additional fees may be solely imposed by your country’s customs office. 

Problems with orders (incorrect items/damages/defective products/ missing items) must be reported within seven days of receipt.

We replace items if they are defective or damaged.  If you need an exchange, send us an email at hola@luloskin.com within seven days of receipt. Please note that we require photos of the defective or damaged products. We will arrange for pick up to inspect the package and the defective or damaged items will be replaced.

To complete your exchange, we require a receipt or proof of purchase. We only accept exchanges for products purchased at www.luloskin.com

You can check our full policy here

Products, Ingredients, Manufacturing

Yes, our products were developed to provide the highest level of efficacy even for the most sensitive skin types. All our products have been tested by dermatologists for irritation and sensitivity and were approved to be effective for sensitive skin types.

Since we don’t use harsh chemicals or toxic ingredients, our products are very safe to use. If you experience any adverse reaction, make sure you are not mixing our products with other brands that could have chemicals or sensitizing ingredients. Once your skin starts to detox from toxic ingredients, it can become sensitive to those that you might have been used to put on your skin.

Lulo Organic Skincare is a Canadian owned and operated company. We manufacture in Toronto, Canada, and source most of our ingredients from different countries in South America where biodiversity and organic practices have no comparison!

If you want to avoid toxins, you have to use ingredients that were cultivated without harmful chemicals! Organic ingredients are grown without the use of pesticides, herbicides, synthetic fertilizers, and genetically modified organisms (GMOs).

Organic ingredients are not more efficacious for your skin, however, by using them, you are avoiding the risks associated with putting particles of such pesticides on your skin.

For more in-depth information about what “organic” really means and how it affects the skincare industry, check out our post “The Shocking Truth About Organic Skincare”.

Absolutely! We have a strict “non-toxic” rule for our formulations (remember, Nada de fillers, Nada de Junk!). We avoid all the nasty ingredients that shouldn’t be on your body, our products are formulated without mineral oils, paraffins, harsh chemicals, parabens, silicones, SLS / SLES, formaldehyde, phthalates, coal tar, hydroquinone, triclosan. No bleached or deodorized ingredients.

This is also the reason why we use organic ingredients, if you want to avoid toxins in natural ingredients, you have to use plants and fruits that were cultivated without harmful chemicals! Organic ingredients are grown without the use of pesticides, herbicides, synthetic fertilizers, and genetically modified organisms (GMOs).

We are proudly free from artificial colours, GMOs, fillers, and perfumes.

Our focus is on natural ingredients and organically harvested botanicals, that’s a fact!  But we don’t claim to be 100% natural... why?

The term “natural” is not regulated by official entities and became marketing blurb. A product can only be 100% natural if it hasn’t been altered in any way, which is basically impossible when we talk about some extracts and oils that can only be obtained in a lab. However, we use extraction and fermentation methods that respect the integrity of the ingredient and avoid toxic chemicals in the process. Any Organic ingredient has to abide by those methods in order to be certified. That’s why we love organic ingredients!

Brands that claim to be “all” natural fail to acknowledge that they still need preservatives to avoid developing bacteria, and we are yet to see an “all-natural” preservative potent enough for shelf life (although, big improvements have been achieved in recent trials).

Just as not all foods are good for you (for example, too much sugar is bad!!), not all “natural” ingredients are good for you, either. Which ones you put on your skin is what really matters.

Our test study participants reported smoother skin, increased hydration, and reduction in fine lines within 2-3 weeks.

Our formulations are non-comedogenic and will not clog your pores. In fact, some of our ingredients (like papaya and piña) contain AHA (Alpha Hydroxyl Acid) that gently removes dead skin cells and further helps to clear your pores.

Some of our formulations have coconut oil, however, we use fractionated coconut oil, which absorbs quickly without clogging the pores and can be beneficial even for oily skin.

No, our products do not contain sunscreen and are not meant to protect you from UVA or UVB. Applying sunscreen is always recommended.

Our rule is simple: Nada de fillers, Nada de junk! (It can’t be bad for you, and it has to work!).

Lulo products are clean and effective. We follow the European ingredient standards (the strictest in the world) because we believe that anything dangerous enough to be banned in one country has no business going on our skin… regardless of where we intend to sell it. We manufacture in Canada because of the strict health and safety regulations and high labor standards, and we bring most of our ingredients from Latin America, where nature and biodiversity have no comparison.

That’s how we blend the best quality with the best ingredients!

We believe in clean, non-toxic skincare, and combine natural ingredients with safe, modern, effective components that support a healthy, plumped, and bright skin. We use natural and organic fruits and plant extracts, and also safe synthetic anti-aging ingredients.

We don’t use any fillers, only active ingredients and safe preservatives (that are necessary for shelf life).

We strive to be 100% safe while providing the most efficacious skin care available. No false claims, no shady ingredients.

No way! We are against animal testing; it is unethical and cruel. No product should be made at the expense of animals' lives and suffering. Our products are not tested on animals. 

Our entire product line is safe for pregnant or nursing women to use. However, always check with your doctor before using any new products while pregnant or nursing.

Please read our allergies guidelines on the FAQ as some women can develop allergies during pregnancy.

Our products contain oils and butters from nuts, seeds and fruits. If you have any allergies, please read the product label carefully. We recommend that people with sensitive skin perform a patch test first to ensure there is no reaction. Discontinue if irritation occurs.

Our products are made with naturally derived ingredients, which in rare cases may cause sensitivity in certain individuals. If sensitivity occurs, discontinue use immediately.

If you are uncertain about possible sensitivity, always do a patch test before use or consult your healthcare professional.

Products and advice by Lulo Organic Skincare make no claim to cure or prevent any disease or medical problem and is not intended to substitute other therapy or medical advice.

Nope! We don’t use any artificial perfumes or fragrances; the heavenly scent of our products comes from the fruits and plant extracts in our formulations.

When you see the word "perfume", it refers to a complex formula made with thousands of chemicals that can be toxic, therefore, we stay away from them.

Our products have a PAO, or period-after-opening date that is printed on the packaging.  This information is a guideline to get the most out of your products and use them at their peak efficacy.  You will see a logo that looks like a little open can with a number inside, this refers to the number of months in which we recommend using the product.

After this period, products will lose efficacy, we prefer to go easy on preservatives and use small doses of them, even if this means that our products will have an expiration date. If used as recommended, most of our products have doses that will last for about two months, this means that the six-month expiration allows enough time to use up the content of your bottles!

Yes, absolutely!

Our boxes and paper tubes are 100% recyclable. We also use recyclable, reusable and biodegradable materials to ship our products. In this way, we are constantly serving the environment.

In order to ensure the safety and effectiveness of the formula, we use plastic recyclable polypropylene airless pumps that offer a hygienic product delivery, while ensuring durability and functionality.  Polypropylene is one of the easiest plastic polymers to recycle.         

Polypropylene is easier to reuse and recycle than glass, which uses a lot more energy consumption to sort, break down and transport.

 

Check our “Earth First” Policy here.

Absolutely! We have many loyal male customers! They love the natural smell and textures of our products and the simplicity of our skincare routine.

We currently don’t sell travel size products but plan to do so in the future. Sign up for our mailing list and we'll let you know when we launch them.

We don’t have samples, but we offer a 30-day money back guarantee, which is better because it allows you to experience the product for a longer period of time. A good skincare product should show results within a couple of weeks (some results, like hydration, are immediate), so you need more than what is normally included in a sample, this is why we don’t offer them :)

I hope you give them a try!

Most Common Skincare Questions

Our complete product line is designed to offer everything you need in just a few simple steps:

Morning

After washing your face, apply one or two drops of Antioxidant Face Oil - Coco & Café on your face and neck. This lightweight oil will provide conditioning to your skin, and nurture it with antioxidants. Its texture is designed to prevent the evaporation of water from your skin during the day and protect you from environmental stressors.

Next, apply a small amount of Replenishing Eye Cream - Mango & Aguacate under the eyes and on eyelids. This will moisturize the delicate skin around the eyes while reducing the appearance of puffiness and fine lines.

Night

After cleansing your face, apply Revitalizing Face Serum - Papaya & Piña on your face and neck. This intensely revitalizing serum will replenish moisture and nourish your skin during the night, while at the same time, plump it and reduce the appearance of fine lines and wrinkles. Lastly, apply a small amount of Replenishing Eye Cream - Mango & Aguacate under the eyes and on eyelids to allow its powerful peptides to reduce the appearance of puffiness and fine lines while you sleep.

We specialize on skin after 30.

Wrinkles are caused by several factors, including exposure to UV rays, loss of collagen, loss of elasticity, cell damage and loss of the skin’s ability to stay hydrated.

Our products target these concerns, as follows:

Our Revitalizing Face Serum - Papaya & Piña has a unique capacity to hydrate and plump the skin thanks to its high content of hyaluronic acid. This additional hydration reduces the appearance of fine lines and wrinkles. Unlike most products, we use low molecular weight hyaluronic acid, which is the only type of molecule that can actually penetrate the skin.

Also, thanks to the papaya and pineapple, it acts as a mild and effective, non-abrasive exfoliant. This improves skin’s complexion, helps reduce pigmentation, and improves the absorption of skincare nutrients.

Our Antioxidant Face Oil - Coco & Café defends your skin against cell damage and oxidation (oxidation = wrinkles and sagging), and work in the deep layers of the skin to improve the texture. The high content of vitamin C on this product (thanks to the Lulo fruit) improves skin tone and elasticity.

Coconut oil and Coffee Seed provide the nutrients and emollients necessary to improve the skin’s complexion and firmness.

Our Replenishing Eye Cream - Mango & Aguacate is specially formulated for the delicate, thin skin around the eyes, which requires more hydration and smaller molecules to penetrate. It contains collagen peptides that help rebuild and maintain collagen to improve firmness. There are many studies that show that only peptides of collagen (smaller particles) can penetrate the skin. Any product that claims to have collagen is useless unless it is broken into smaller particles, like ours.

Avocado seed oil has anti-inflammatory properties, that help diminish under-eye bags. Mango helps diminish dark circles

Most people buy The Big Three collection to have a complete routine. The product that receives the most love is our Revitalizing Face Serum - Papaya & Piña

Payments and Checkout

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Yes, we use Shopify Payments to process your credit card (Visa, MasterCard, Amex). Shopify uses a safe and well-established payment system.

You can also pay using PayPal, Apple Pay, and Google Pay during our checkout process which is completely secure and encrypted.

Lulo Organic Skincare doesn't store any of your credit card information. 

We do sometimes! If you haven’t signed up for our emails – please do here! We will let you know about latest launches, news and offers.

Support

We love hearing from you! Reach out to us by whatever way is most convenient for you:

Email: hola@luloskin.com

DM us on Instagram or Facebook: @luloskin

Messenger: http://m.me/luloskin

Snail Mail: 9-6975 Meadowvale Town Centre Circle, Suite 342,

Mississauga, Ontario, L5N 2V7, Canada