FREQUENTLY ASKED QUESTIONS
Find the answer to all your questions!
YOUR LYOSS PRODUCTS
What is the expiration date of the products once opened?
The expiry date (PaO) is shown on the bottle, on the external packaging and in the description on the dedicated web page. It is expressed with an icon in the shape of an open jar completed by a number and the letter M (months). The PaO indicates the months in which the cosmetic is safe, since upon expiry it can not only lose its benefits, but also cause skin problems.
Can I use the products during pregnancy/breastfeeding?
The Lyoss line has no contraindications, for more information we recommend that you consult your gynecologist.
CUSTOMER SERVICE
How do I contact you?
You can contact us via:
- customerservice@lyoss.it
- chat (if active, you can find it at the bottom of the page on the right)
We will reply to you as soon as possible, within the next 24 working hours.
Customer Service is active from Monday to Friday, from 9:00 to 18:00 CET.
Can I cancel my order?
Cancelling an order is only possible if it has not yet been processed. Once processed, it is no longer possible to cancel it because it has already been entered into the logistics system in order to ensure the shortest possible processing time. Contact customer service to find out what status your order is in.
If you have changed your mind, you will have to wait for your order to arrive and return it by following the instructions in the Returns and Refunds section.
I didn't receive the confirmation email. What should I do?
Check that it has not ended up in "spam". If you do not find it, contact customer service at servizioclienti@lyoss.it indicating your name and surname, email address and shipping address.
SHIPPING
Do I have to pay shipping costs?
No, if you are purchasing from Italy the shipping costs are a gift from the Lyoss team.
For those purchasing from Europe, shipping costs are partially borne by the buyer.
If I make a return, do I have to pay shipping?
Yes, the shipping costs for returns are the responsibility of the customer, both in the case of the right of withdrawal and in the case of an ordinary return.
What are the shipping and delivery times?
Usually shipping takes a maximum of 3 working days if the buyer is resident in Italy. If the buyer is located in Europe the times would be extended up to a maximum of 5 working days
Can I track my order?
Sure! The tracking link will be sent to you with the order shipping confirmation. In case you did not receive the email, check your "spam" or contact our customer service.
I did not receive any tracking information!
Contact customer service indicating your name and surname, email address and shipping address at the following email servizioclienti@lyoss.it or in chat.
PAYMENTS
How can I pay?
To provide you with a secure experience we offer you the option to pay via third party banking services such as Paypal, Google pay and Apple pay. You can also pay via debit or credit card.
Are taxes included in the price?
Yes, there are no other taxes added to the price of the product.
RETURNS AND REFUNDS
Can I return the product I purchased?
The right of withdrawal must be exercised by the Customer by sending Lyoss a communication containing the express declaration of wishing to assert the right of withdrawal from the purchase contract, as well as the relevant order number that the Customer intends to withdraw from. To assert the right of withdrawal, the Customer may choose between the following methods:
- send an email to: servizioclienti@lyoss.it
- use the specific "return form" available at the following URL: ( Click here )
The following information must be included in the communication:
- Name and Surname of the customer;
- Customer address;
- Order number and purchase date;
- Item description, quantity, reason for return and related amount paid.
In case of exercising the right of withdrawal, the Customer must return the Products to Lyoss without delay and, in any case, within 14 (fourteen) working days from the communication of the withdrawal. The deadline is respected if the Customer sends the Products within 14 (fourteen) days from the communication of the withdrawal.
Once the products have been received, the Seller will initiate the refund procedure only if the products have been shipped within the established terms (the date will be confirmed by the date of delivery to the courier). Furthermore, it is essential that the products are in perfect condition, preserved in the complete original packaging (including the product packaging) and are repackaged in a suitable way to be put back on sale.
Can I get a refund after a purchase?
Refund times and methods
The refund procedure can apply to two distinct scenarios:
1. Refund of the total amount relating to an order in which the right of withdrawal has been exercised.
2. Partial refund relating to an order with the unavailability of one or more products.
Regardless of the customer's payment method, Lyoss will, if the above conditions exist, activate the refund as soon as possible, in any case within 30 days of sending the Order Confirmation (partial refund for unavailability of products) and within 14 days of receiving the Notice of Withdrawal (in the case of withdrawal). Where possible, the same payment channel as the original order is used.
The refund will always be made by Lyoss in favor of the person who made the payment, identified as the holder of the credit card used or the holder of the current account from which the bank transfer for the purchase was made, regardless of the recipient of the products indicated in the order form.
How long does it take to get a refund?
Lyoss activates the refund as soon as possible, in any case within 30 days of sending the Order Confirmation (partial refund for unavailability of products) and within 14 days of receiving the Notice of Withdrawal (in the case of withdrawal). Where possible, the same payment channel as the original order is used.