FAQ

SHIPPING & RETURNS 

 

How long does shipping take? 

All LilyAna Naturals orders are processed within 1 business day, though holidays or major weather events can sometimes extend processing time up to 2 days. We use a variety of carriers, from the United States Postal Service to UPS and FedEx. Once we know your address we’ll pick the best one to make sure it gets there as quickly as possible. 

 

How much does shipping cost? 

Our standard shipping is $5.00, and free on all orders over $35.

 

When will I receive my tracking information? 

Once your package has been shipped you’ll receive an email with your tracking information. That tracking information may not have any activity until that night or early the next day, so don’t worry - your package is on the way!

If you ever have any questions about the shipping of your product or are having trouble with the tracking number, just reach out to us at hello@lilyananaturals.com. 

 

Do you ship to PO boxes or APO / FPO addresses? 

Yes, we ship to APO / FPO addresses. 

 

Do you ship to international addresses? 

We currently ship to U.S. and Canada and are planning to expand further. It’s on our to do list. As soon we’re up and running we will keep you posted. 

 

Returns & Exchanges

If you don’t love it, we’ll take it back – pure and simple.

 

We believe you should be 100% satisfied with your products. Because our products are made with the cleanest and most nourishing ingredients, it’s easy to stand behind them. With that being said, if for any reason a product isn’t the right fit for your skin, we will be happy to help! Please reach out to us at hello@lilyananaturals.com


If for any reason you’re not 100% satisfied, we are happy to offer you a store credit, exchange of product, or credit back to your original form of payment on gently used products up to 60 days from the date of your purchase. After 60 days from your purchase date, returns will only be eligible for store credit on our website, www.lilyananaturals.com.


*We monitor returns and reserve the right to refuse service to anyone that may misuse or abuse the policy.

 

To return or exchange your order, please contact our customer service team:

 hello@lilyananaturals.com

 

RETURNS FAQ

How do I do a return or exchange?

We're sorry you didn't love your LilyAna Naturals product. Please reach out to our customer service team at hello@lilyananaturals.com with your order number and the product(s) you'd like to exchange or return, and we'll be happy to help you.

 

How long does it take to process a return?

Credit card refunds usually take 5-7 business days to appear on your statement once the return is processed.

 

What should I do if I receive the wrong product?

We’re sorry about that! If you received a product different from the one that you ordered, please contact us at hello@lilyananaturals.com and we’ll be sure to get you the LilyAna Naturals product you ordered!

 

How do gift returns or exchanges work?

If you were gifted a LilyAna Naturals product but it isn't what you had in mind, you can return your items for store credit. Please reach out to hello@lilyananaturals.com with the gifter's first and last name, email address, and the products you’d like to return or exchange (the gifter won’t be notified of any changes). Once locating the original order, we'll take care of it!

 

Are there certain items that are non-refundable?

Yes. Items marked as final sale, partial return of gift sets and free gifts or promotional items are not eligible for returns.

PRODUCT 

 

What is clean beauty? Are all LilyAna’s ingredients vegan friendly?

‘Clean beauty’ generally refers to any aspect of beauty care that is safe, clearly labelled and free from toxic chemicals of any kind. It’s something that’s very close to our hearts, which is why all our products are formulated without parabens, gluten, SLS/SLES petroleum, phthalates, artificial colors, artificial fragrances and a whole lot more besides. We’re committed to being cruelty free too. We love our furry friends and don’t test any of our products on animals. Best of all, our products are all vegan friendly. We have regular independent audits to ensure we’re compliant with FDA, EU and “Sephora Clean” guidelines: LilyAna Naturals Compliant

 

What is the shelf life of your products? 

Our products should always be used within 12 months of opening the packaging.

 

Can I still use LilyAna products with sensitive skin? 

Yes! Our products don’t contain any of the nasty ingredients that typically aggravate sensitive skin. If you’re worried, though, speak to your GP or try testing the product first. Dabbing a small amount on a patch of skin that is not normally visible (e.g. behind ears) should help you avoid any major reactions.

 

Are you launching any new products?

We are indeed! We’ll be coming out with new products very soon. Sign up to our email newsletter to hear about them before anyone else.

By uploading or sharing your photos on Instagram tagging LilyAna Naturals, you are allowing for the use of tagged photo for website galleries.  

I still have further questions, how do I contact you? 

We are always happy to help, please email us at hello@lilyananaturals.com. Speak soon! :)