Frequently Asked Questions
COVID-19 UDATE
Due to current health orders in California, our fulfillment center is temporarily closing. While our website remains available to accept orders, our fulfillment center cannot guarantee delivery dates at this time. Your order will receive top priority as soon as we can resume shipping.
DO YOU ALLOW REFUNDS/RETURNS?
All sales are final. We do not offer refunds/exchanges, nor do we allow cancellations/ returns. WWW.LONLIYOU.COM reserves the right to refuse any returns at any time.
HOW CAN I REACH YOUR CUSTOMER SERVICE TEAM AND WHEN SHOULD I EXPECT A RESPONSE?
For customer service inquiries, please email Help@lonliyou.com. Our Customer Service team is available M-F 8am - 5pm pst. We do our best to respond to all customers within 48 hours. Response times may be extended during holidays, promotions and immediately following launches/restocks. Inquiries are answered in the order they are received; please do not send multiple emails as this will place you at the end of the queue.
I HAVE NOT RECEIVED MY ORDER CONFIRMATION, DID MY ORDER GO THROUGH?
Order confirmation emails may be delayed as a result of high order volume. Please contact our customer service team Help@lonliyou.com if you have not received your confirmation email after 24 hours of your purchase.
CAN I MAKE CHANGES TO MY ORDER ONCE IT’S BEEN PLACED?
Due to the extremely limited nature of our products, all sales are final. Orders can not be cancelled, changed or modified once they have been placed. Please ensure all info is correct before submitting your order.
I HAVE RECEIVED MY ORDER AND NEED SOME ADDITIONAL ASSISTANCE.
Please contact our Customer Service Team Help@lonliyou.com to request replacement for damaged products or report other issues with your order. We will review all issues that are submitted within 8 days of delivery of the package. Requests received after this time frame are no longer eligible for review. Customers must provide photos of any product/order issues along with their Packing slip (please ensure stamped initials are visible). Please note that items shipped using a mail forwarding service are not eligible for replacement/exchange/refund of any kind.
WHEN WILL MY PACKAGE BE DELIVERED?
Due to current health orders in California, our fulfillment center is temporarily closing. While our website remains available to accept orders, our fulfillment center cannot guarantee delivery dates at this time. Your order will receive top priority as soon as we can resume shipping.
The customer service team will be reaching out via email to every customer who purchased on or after March 16 over the coming days. If you have any questions, please contact customer service at Lonliyoubeauty@gmail.com.
Processing time for orders is 3-5 business days (business days do not include weekends or holidays). These times may be extended during holidays, launches/restocks, limited edition releases and promotions. Once shipped, delivery time within the United States is 3-6 days. We do not offer expedited shipping at this time. All orders are shipped via USPS. Please note, we are not responsible for any shipping deliveries that may be affected by, but not limited to, the following: customs, natural occurrences, air/ground transportation strikes/delays.
HOW DO I FIND OUT ABOUT UPCOMING LAUNCHES AND RESTOCKS?
New product and restock information will always be posted on the WWW.LONLIYOU.COM. As well as sent to customers who subscribe to our mailing list.
IS THERE A LIMIT TO HOW MUCH I CAN BUY?
Due to the exclusivity of our products, some items may have limits placed the maximum quantity that may be purchased in one transaction.
CAN I RESERVE ITEMS BY ADDING THEM TO MY CART?
All products on Lonliyou.com are in stock and available for order (unless otherwise noted). Items can not be reserved by holding them in your cart. Product availability is extremely limited and therefore may sell out before your purchase is complete. Order transactions are completed in the order they are received.