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. 

 

What is your returns policy? 

Any unopened product (with the seal still on the outer carton) can be returned to us for a refund. To start the return process, please email hello@lilyananaturals.com with your name, order number and reason for the return.

Returned products take 3-5 days to process and refunds usually take an extra 2-3 days to appear in your account.

If you have any questions on our return policy you can email us at hello@lilyananaturals.com.

 

Do you offer a money-back guarantee?

Yes! If you are not happy with the results of your LilyAna Naturals product we will give you a full refund. Before we do this we need to see before and after photos so we can properly understand your concerns, so please remember to take photos before you start using LilyAna. 

 

What if I have an allergic reaction to your product?

We tailor all our formulas to be as gentle as possible on everybody’s skin. But if you do have any kind of reaction, we are happy to refund you if you can provide us with photos of your reaction. If you have known allergy speak to your GP or try testing the product first. Dabbing a small amount on a patch of skin that is not normally visible should help you avoid any major reactions.

Please note that $10 for shipping cost is deducted from all refunds. 


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! :)