FAQ & Contact

Frequently Asked Questions & Updates.

Contact us 
For enquiries please email info@loiscosmetics.com
or click here

INTERNATIONAL SHIPPING DELAYS (USA)

Due to COVID-19, social distancing, and reduced staff, USPS are currently experiencing extreme delays - especially passing through Chicago port. Some shipping may be later than expected times, or not update from leaving the UK until it has been processed at US - which is fairly common at the moment with orders. This is completely out of our control and we cannot send replacements or refunds while parcels are in transit - we have been offering this for a while but most of the orders are eventually arriving before the replacement in most circumstances. Thank you for your patience and understanding. If you have any questions, please send us an email using the link above

COVID-19 

The C word we didn't want to bring up, but we want to let you know that Lois Cosmetics is an online only store, therefore we can remain fully operational as usual. As always, orders are sent following all health and hygiene precautions, and our Courier services (Royal Mail and Hermes) are delivering orders with No contact policies. Please be aware, there may be some delays with shipping times. 

Do you test on animals?
Absolutely not! Lois Cosmetics is a Cruelty free AND Vegan brand. No way does our makeup belong on any animals, it's made for humans after all.

Where do you ship from?
Lois Cosmetics is based in London, UK⠀

How long until I will get my order? 
UK Postable (Smaller items) 1-2 working days
UK Standard (Tracked) 3-5 working days 
UK Royal Mail Tracked 48 - 2 working days (when sent before shipping deadline)
Royal Mail International (Europe) - Tracked  5-7 working days
Royal Mail International (Other)  - Tracked 7-10 working days
Please note these are estimations using the couriers recommended delivery times. This is shipping time after we have dispatched orders, and does not include processing and packing times. During busier periods times may vary. If you have any concerns about your order, please do not hesitate to contact us.⠀
How do I track my order?
If you have selected Tracked at checkout, your tracking information will be sent to you via the email you placed the order from. 
Why is International shipping so much?
We feel you. Currently this is the most affordable method we have found to ship internationally. This price includes tracking, insurance/cover for the parcel and express shipping. We charge depending on weight, with a maximum shipping cost capped (So we cover anything over this amount ourselves) We are always looking for new solutions and hope to eventually have International distributors, making International shoppers have a more affordable option!

*Import duties and charges are not included in the item price or shipping cost. These charges are the buyer's responsibility. Please check with your country's customs office to determine what these additional costs will be before ordering. If you need any assistance with providing invoices, weights etc, please get in touch.*⠀

How long until my order is dispatched?
We aim to process orders in 1-2 business days. Your order will be dispatched once it has been processed. However during busier times processing may take up to 5 working days. 

There is an issue with my order
Please send an email and we will look into this further for you. Please note that for hygiene reasons we cannot accept returns for exchange or refund. However if the product has arrived damaged or faulty please notify us with a photo of the damage with your order number within 7 days of receiving your order, for this to be investigated and resolved as quickly as possible.⠀

I'd love to promote your brand in exchange for PR!
Unfortunately we do not offer PR right now. 

Haven't covered your question? please email info@loiscosmetics.com

Or click HERE to Email us

Registered Address Lois Cosmetics LTD
7 Bell Yard, Holborn, London WC2A 2JR
Please note this is not our returns address. Please contact us for further information
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