Shipping & Payments
Where is True + Luscious based?
We are born and based in Los Angeles, California. All orders ship from Los Angeles.
When will I receive my order?
All orders are processed within 1 business day from our Los Angeles warehouse. Once the order is dispatched you will receive a shipping confirmation email with a tracking number.
What shipping options do you offer?
Free US Standard Shipping for all orders
All orders ship from our Los Angeles warehouse within 1 working day (not including weekends or holidays). Standard shipping orders arrive within 3-5 business days from the date of shipping.
US Expedited Shipping is $5.99
All orders ship from our Los Angeles warehouse within 1 working day (not including weekends or holidays). Expedited shipping orders arrive within 2-3 business days from the date of shipping.
Do you ship internationally?
Yes. We offer worldwide shipping to customers via USPS First Class International Mail. International shipping charges are $25, with free shipping on orders over $80.
Customs duties are the responsibility of the customer at the destination.
Can I change the shipping address after my order has been placed?
Once an order has been placed, we cannot change or redirect the shipping address.
Can I edit or cancel an order once it has been placed?
Once your order is received it immediately goes into our processing queue and cannot be modified or canceled. Please review your order selections and quantities carefully during checkout.
What payment options do you offer?
We accept payments via Paypal, Amazon Payments and all major credit cards for the convenience of our customers.
Is shopping on your website secure?
We fully understand how important security is to you. We use Secure Socket Layer (SSL) encryption technology to encrypt your information. Please be assured that your order will be placed safely and securely.
What is your missing/lost package policy?
We are not responsible for lost or stolen packages. Please ensure to use a secure delivery location. You can contact the courier company with your tracking number if your packing is missing/lost.
What is your promo code policy?
Promo codes cannot be used on sale items or bundles unless otherwise indicated. Multiple promo codes cannot be combined for one order.
How can I contact customer service?
Email us at firstname.lastname@example.org and we will get back to you as soon as possible.
What to do if you receive an order with damaged or missing products?
Please contact us at email@example.com with your order number and we will make it right.
What is your store currency?
We process all orders in US dollars.
Returns & Refunds
Do you accept returns or exchanges?
We want you to be entirely happy with your purchase!
We can accept returns for orders placed on www.trueluscious.com within 30 days of purchase, unless the item is marked as final sale.
We are unable to accept exchanges at this time for hygiene and COVID19 safety reasons.
If you received a defective item, we will replace it at no charge.
How do I return an item?
If you wish to return an item within 30 days of purchase, please contact customer service with your order ID and they will guide you through the process. Once your return is processed (5-7 days after receipt of items) we will issue a full refund to the exact same mode of payment that was used at time of purchase. Expedited shipping fees are non-refundable.
We’re not able to accept returns or exchanges for orders shipped internationally.
In the interest of safety and hygiene, we discard all returned items. Please keep that in mind when you make your returns, as we are a small, independent business!
What do you do with returned items?
In the interest of safety and hygiene, we discard all returned items and recycle their packaging. Please keep that in mind when you make your returns, as we are a small, independent business!
Product & Formulation Questions
What is your pricing philosophy?
We are committed to creating clean, non-toxic beauty products at competitive prices. We source sustainable, high quality ingredients and produce them in the best manufacturing facilities.
How do you ensure your products are cruelty-free?
We are Leaping Bunny Certified
We are committed to creating cruelty-free products and ensure we purchase raw materials from globally credible suppliers that certify that they are not tested on animals. All our formulations are custom and proprietary. Our team of cosmetic chemists led by our founder also ensure that safety testing does not include testing on animals. Yes, we are serious and committed to ending cruelty to animals across all industries, starting with our own, the beauty industry.
How do you ensure your products are vegan?
Our founder, Mehir, created one of the world's first vegan/cruelty free indie brands in 2007 and has years of experience in formulating vegan products. We are committed to creating vegan products that contain no animal-derived ingredients. Our formulations are created to be 100% free of animal ingredients, in case an ingredient we like is not vegan, we go back to the drawing board (our lab) to find a safe synthetic or plant-based substitute. All our formulations are custom and proprietary, and we work hard to create products we can be proud of.
Are your products lead/heavy metals free?
The answer is YES. Safety comes first at True + Luscious. Although not required by US law, we voluntarily partner with globally recognized third-party testing labs SGS to run Heavy Metals Safety tests on each production batch of our cosmetics. This includes testing for a list of other toxic substances commonly present in cosmetics such as arsenic, cadmium and more.
Are your products gluten free?
All our products are gluten free and made without our blacklist ingredients.
Are your products allergy tested?
Our products are formulated/tested to be non-irritating and suitable for all skin types, including sensitive skin. However, if you have a known allergy to a certain ingredient, we recommend reading our ingredients lists and doing a patch test on your arm before applying a product directly to your face.