Frequently Asked Questions

ORDER ENQUIRIES

How can I track my order?
Once your order has been dispatched, we will email you your online tracking information. Also, you can check the status of your order by logging into your LANSY account.

Can I change my order once it is placed?
We kindly ask that you review your order carefully before placing it to ensure that all information regarding your order is correct. Unfortunately, we cannot make any edits or substitutions once an order has been placed.

Can I cancel my order?
If you want to cancel your order, please email customer_care@thelansy.com with your order information within 2 hours of the order being placed and within our service hours (Monday-Friday, 8:00 AM – 8:00 PM EST). Unfortunately, once the order has been shipped, we cannot cancel it. While we cannot guarantee cancellations, we will do our best to accommodate your needs where possible.

Do I need an account to place an order?
Once you add items to your cart and arrive at checkout, you will have an option to create an account. When you register with us, you will be able to save your address for faster shopping, manage account details, and see your order status.

SHIPPING AND DELIVERY

Where does LANSY ship?
We ship to Canada, the United States, and the United Kingdom. Unfortunately, we cannot ship to PO boxes, re-shippers, or package forwarding services.

How much do you charge for shipping in Canada?

Estimated Delivery Dates 
  Fee

5-7 Business Days*

FREE

2 Business Days* with $75+ orders**

FREE

2 Business Days*

$12


* It applies to the transit time it will take for your order to arrive but does not reflect the processing time to prepare, pack, and ship your order.
** After any discounts or promotions have been subtracted and excluding taxes.

Parcels are not shipped nor delivered on weekends and local public holidays. Please note that the above shipping timelines are estimates and not guaranteed. We work hard to meet all delivery estimates, but sometimes there may be delays due to logistics, bad weather, or things out of our control.

How much do you charge for shipping in the United States?

Estimated Delivery Dates 
  Fee

5-7 Business Days*

FREE

2 Business Days* with $75+ orders**

FREE

2 Business Days*

$12

* It applies to the transit time it will take for your order to arrive but does not reflect the processing time to prepare, pack, and ship your order.

** After any discounts or promotions have been subtracted and excluded.

Parcels are not shipped nor delivered on weekends and local public holidays. Please note that the above shipping timelines are estimates and not guaranteed. We work hard to meet all delivery estimates, but sometimes there may be delays due to logistics, bad weather, or things out of our control.

How much do you charge for shipping in the United Kingdom?

Estimated Delivery Dates 
  Fee

7-14 Business Days* with $75+ orders**

FREE

7-14 Business Days* 

$16


* It applies to the transit time it will take for your order to arrive but does not reflect the processing time to prepare, pack, and ship your order.
** After any discounts or promotions have been subtracted and excluding taxes.

Parcels are not shipped nor delivered on weekends and local public holidays. Please note that the above shipping timelines are estimates and not guaranteed. We work hard to meet all delivery estimates, but sometimes there may be delays due to logistics, bad weather, or things out of our control.

How long does an order take to process?
Order processing usually takes 24-48 hours, Monday through Friday, excluding local holidays.

What shipping service do you use?
We ship with Canada Post and the United States Postal Service.

What happens to a package with an incomplete address?
If your package is returned to us due to an incorrect or incomplete address provided at checkout, you must pay all delivery costs to re-deliver your order to the correct address.

 

RETURNS


What is your return policy?
Thank you for supporting Lansy! If you are not satisfied with your purchase, Lansy welcomes you to return a new or gently used product that is at least 50% full for a refund if returned 45 days after your purchase. Returns made 46-60 days after purchase are eligible for Lansy Gift cards cash equivalent to the refund amount. Please email customer_care@thelansy.com within the above time frames, and we will provide you with a return authorization and mailing information. Please note that items purchased as a bundle or set must be returned in full to be eligible for a refund. Products listed as Final Sale are non-refundable.

What types of payment do you accept?
We accept MasterCard, Visa, American Express, Google Pay, Shop Pay, Lansy Gift cards, and PayPal.

valent to the total refund amount. Please email Customer_Care@thelansy.com within the above time frames, and we will provide you with a return authorization and mailing information. Please note that items purchased as a bundle or set must be returned in full to be eligible for a refund. Products listed as least 50% full for a full refund if returned 45 days after your purchase. Returns made 46-60 days after purchase are eligible for Lansy Gift cards equivalent to the total refund amount. Please email Customer_Care@thelansy.com within the above time frames, and we will provide you with a return authorization and mailing information. Please note that items purchased as a bundle or set must be returned in full to be eligible for a refund. Products listed as

valent to the total refund amount. Please email Customer_Care@thelansy.com within the above time frames, and we will provide you with a return authorization and mailing information. Please note that items purchased as a bundle or set must be returned in full to be eligible for a refund. Products listed as least 50% full for a full refund if returned 45 days after your purchase. Returns made 46-60 days after purchase are eligible for Lansy Gift cards equivalent to the total refund amount. Please email Customer_Care@thelansy.com within the above time frames, and we will provide you with a return authorization and mailing information. Please note that items purchased as a bundle or set must be returned in full to be eligible for a refund. Products listed as

REFUNDS

When can I expect my refund?
Once your return is received and inspected, we will send you a notification email. When you are approved, a credit automatically will be applied to your original payment method within 5-10 business days.
 

 

Once your return is received and inspected, we will send you a notification email. When you are approved, a credit automatically will be applied to your original payment method within 5-10 business days.

 

 

Once your return is received and inspected, we will send you a notification email. When you are approved, a credit automatically will be applied to your original payment method within 5-10 business days. Once your return is received and inspected, we will send you a notification email. When you are approved, a credit automatically will be applied to your original payment method within 5-10 business days.

valent to the total refund amount. Please email Customer_Care@thelansy.com within the above time frames, and we will provide you with a return authorization and mailing information. Please note that items purchased as a bundle or set must be returned in full to be eligible for a refund. Products listed as least 50% full for a full refund if returned 45 days after your purchase. Returns made 46-60 days after purchase are eligible for Lansy Gift cards equivalent to the total refund amount. Please email Customer_Care@thelansy.com within the above time frames, and we will provide you with a return authorization and mailing information. Please note that items purchased as a bundle or set must be returned in full to be eligible for a refund. Products listed as

PRODUCT DETAILS

What is the shelf life of LANSY products?
All of our products have a 2-year shelf life from production and a 12-month shelf life once the product is opened.

What temperature should self-care products be stored?
Products perform best when stored at room temperature and out of direct sunlight.

Is LANSY packaging recyclable?
Yes, LANSY packaging is recyclable.

Are LANSY products cruelty-free?
Yes, absolutely. Animals are our friends, and that is something that will never change. Our products contain only prime plant-derived ingredients except for the following two products DETACH™ Exfoliating peel and SHEEN™ Reconstructive hair treatment/mask, where Beeswax and Honey (Honeyquat) have been added, respectively.

What do you need to know?
Lansy’s products are free of Parabens, Phthalate, Polyethylene Glycols (PEG), Sodium Lauryl Sulfate (SLS), Sodium Laureth Sulfate (SLES), Ammonium Lauryl Sulfate, Retinyl Palmitate, Dimethicone, Sodium Chloride, Diethanolamine (DEA), Triethanolamine (TEA), Formaldehyde, Formaldehyde-releasing agents, Drying Alcohol, Dimethylaminopropylamine (DMAPA), Triclosan, Synthetic colors, PEGs, Triethanolamine, Petrolatum.

What type of skin do I have?
To figure out your skin type, think about how your skin acts without any makeup or products on it a few hours after taking a shower. You probably have oily skin if it gets a little greasy or shiny. If it feels dry or flaky, you have dry skin. If you have dry skin in some places and oily skin in others (usually on the T-zone), you have combination skin. You are considered to have "normal" skin if you have none of those things.

Can you recommend some products for my skin type?
Absolutely! For product-related inquiries, do not hesitate to get in touch with our Customer Care team at customer_care@thelansy.com.

Are there fragrances in LANSY personal care products?
We are happy to offer personal care products with and without added fragrance. Below is the LANSY’s complete list of fragranced items:
What LANSY products can help to reinforce the skin barrier?

What LANSY products can help to minimize large facial pores?

What LANSY products can help to manage acne-prone skin?

What LANSY products can assist in preventing (reducing) fine lines and wrinkles?

GIFT CARDS


How does the e-Gift card work?
After purchasing a Lansy Gift card, you will receive an email containing a unique E-Gift Card code that can be used at checkout to redeem its value. If there is a remaining balance on your order, use any of our available payment methods to complete the purchase.



We accept MasterCard, Visa, American Express, Google Pay, Shop Pay, Lansy Gift cards, and PayPal.



If you want to cancel your order, please email customer_care@thelansy.com with your order information within 2 hours of the order being placed and within our service hours (Monday-Friday, 8:00 AM – 8:00 PM EST). Unfortunately, once the order has been shipped, we cannot cancel it. While we cannot guarantee cancellations, we will do our best to accommodate your needs where possible.

valent to the total refund amount. Please email Customer_Care@thelansy.com within the above time frames, and we will provide you with a return authorization and mailing information. Please note that items purchased as a bundle or set must be returned in full to be eligible for a refund. Products listed as least 50% full for a full refund if returned 45 days after your purchase. Returns made 46-60 days after purchase are eligible for Lansy Gift cards equivalent to the total refund amount. Please email Customer_Care@thelansy.com within the above time frames, and we will provide you with a return authorization and mailing information. Please note that items purchased as a bundle or set must be returned in full to be eligible for a refund. Products listed as

CONTACT


Something else?
Feel free to email us at customer_care@thelansy.com.
<br style not satisfied with your purchase,  to return a new or gently used product that is at least 50% full for a full refund if returned 45 days after your purchase. Returns made 46-60 days after purchase are eligible for Lansy Gift cards equivalent to the total refund amount. Please email Customer_Care@thelansy.com within the above time frames, and we will provide you with a return authorization and mailing information. Please note that items purchased as a bundle or set must be returned in full to be eligible for a refund. Products listed as least 50% full for a full refund if returned 45 days after your purchase. Returns made 46-60 days after purchase are eligible for Lansy Gift cards equivalent to the total refund amount. Please email Customer_Care@thelansy.com within the above time frames, and we will provide you with a return authorization and mailing information. Please note that items purchased as a bundle or set must be returned in full to be eligible for a refund. Products listed as

valent to the total refund amount. Please email Customer_Care@thelansy.com within the above time frames, and we will provide you with a return authorization and mailing information. Please note that items purchased as a bundle or set must be returned in full to be eligible for a refund. Products listed as least 50% full for a full refund if returned 45 days after your purchase. Returns made 46-60 days after purchase are eligible for Lansy Gift cards equivalent to the total refund amount. Please email Customer_Care@thelansy.com within the above time frames, and we will provide you with a return authorization and mailing information. Please note that items purchased as a bundle or set must be returned in full to be eligible for a refund. Products listed as