FAQs

Product Ingredients

Ordering & Payments

Shipping & Delivery

Account Management

Returns & Refunds

Safety & Security

 

Product Ingredients :

 

Are your products vegan friendly?

90%+ of our products are vegan friendly, however, we have a small selection of shades that contain Carmine:

Pressed Blush - Burst Your Bubble & In The Pink.

Pressed Eye Shadow - Peekaboo.

Mineral Blush - Candy Girl, Clementine, Flushed, Ooh La La, Surfer Girl, Sunset, Goddess & Beach Babe.

Mineral Eye Shadow - Gold Digger, Golden Lilac, Black Sand, Lip Gloss - Bitten Pink, Scandalips, Cocktail & English Rose.

Lipstick - Passion Pink, Parisian Pink, Intense Crush, Demure, Romantic Rose, Love Affair, French Flirt, Scarlet Red, Temptation & Desire.

Lip Pencil - True Pink & Ruby Red. All our Lip gloss,

Eye Brow Duo & Natural Lipstick shades also contain Cera Alba (Beeswax), whilst our Natural Lipstick also contains Lanolin. Our Vegan Lipstick range is an alternative to the Natural Lipstick.

Do your products contain parabens?

No, none of the Lily Lolo range of cosmetics contains parabens.

Are your products allergy-free?

Whilst our products are as simple as possible in formulation and made from the gentlest ingredients we can find, no one product (or ingredient) is guaranteed to be allergy-free for everyone.

Are your products made from all natural ingredients?

When developing new products we work with cosmetic scientists to ensure that the ingredients used are naturally derived, and we ensure that we steer well clear of any harsh chemicals and certainly controversial ingredients. The natural ingredients are generally refined or processed in order to be safe for human use, and to ensure they work as efficiently as possible in cosmetic use. As this process is complex we don't think it's fair (or realistic) to say we're 100% natural, 100% pure or 100% anything! For this reason we'll always be open and honest about what's in our products. You can find full ingredients listings for each product on the product page on this website. If you need any more detail on a particular ingredient just ask.

What are the common names for some of the ingredients used?

Cera Alba - Beeswax. Copernicia Cerifera Cera - Carnauba Wax. Helianthus Annuus Seed Wax - Sunflower Seed Wax. Simmondsia Chinensis Seed Oil - Jojoba Oil. Ricinus Communis Seed Oil - Castor Oil. Tocopherol - Vitamin E. Rosmarinum Officinalis Leaf Extract - Rosemary Extract. Carmine - Cochineal.

Do you use any nano or micronized particles?

None of the particles are small enough to be classed as micronized or nano-particles.

What is the minimum particle size?

Titanium and Zinc oxide are uncoated and have a minimum particle size of 10 microns.

Are your products comedogenic?

Our makeup is non-comedogenic. There are no mineral oils or similar ingredients which create a film on the skin blocking the pores. With mineral foundation you can achieve excellent coverage which is breathable.

Where are your products made?

90% of our products are made in the UK, with the rest made in Europe. All our brushes are made In China using synthetic hair.

Is your packaging recyclable?

The products that come in plastic containers are fully recyclable. They are made from PETG which can be put in with plastic bottles recycling at your nearest recycling centre.

What is the aroma listed in the lip gloss?

Maltol is the ingredient in the lip gloss which gives it the chocolate aroma. It's a naturally occurring compound often used as a natural flavor enhancer.

What are the brush bristles made from?

The bristles are made from synthetic hair and are vegan friendly, the material is Polybutylene terephthalate (PBT)

Are your products Gluten free?

Not all of our products are gluten-free. The products that are gluten-free are our Lipsticks, Mascara, Concealer, Correctors, Loose eye shadows, loose blush, Foundation, Finishing Powder, Bronzers, Lip Glosses, Pressed eye shadows, Pressed Blush.

All ingredients are listed on our website and packaging if you ever want to check this for yourself too.

With regards to the cross-contamination - the products that are gluten-free are definitely all 100% free from gluten however we can not guarantee that the environment in which they are developed is completely free from gluten due to our supplier possibly producing products that contain gluten for other brands.
 

Does the Eye Pencil contain any kind of olive derivatives, and what kind of vegetable oil is used

There are no olives or olive derivatives in the Eye Pencils

There are two vegetable oils:
Cocos, Palm & Soybean (the palms are from mass balance certified sources)
And the other is Rapeseed oil.

What testing do your ingredients go through (specifically titanium dioxide, iron oxides, zinc oxides, and mica)?

There are a lot of concerns regarding the fact that these minerals can be contaminated with mercury, lead and aluminium.

These types of materials are of high purity. The heavy metal content is determined before being approved for use in line with the industry guidelines and specifications. Each batch of these materials is always accompanied by a CofA to show the levels fall within the correct standards.
 

Where is your Mica sourced?

Some of our products contain Mica which is mined in various locations around the world.
Our suppliers have certificates to explain that they conform to all the Government regulations and all our ingredients are ethically sourced

Does Big Lash Mascara contain Ethylene Oxide?

The Ethylene Oxide contained in the Polysorbate 20 is 1 ppm as an unavoidable trace.

Do your products contain Lactose or Sulphate?

All our products are lactose-free.

All products apart from our Lip Pencils and Brow Pencils are sulphate free, as they can contain some sulphates as impurities.

Do your products contain nickel or metals?

The majority of our products may contain a trace amount of nickel. Nickel is one of the heavy metal impurities found in iron oxides but the levels are controlled to comply with EU Commission Directive 2008/128/EC which covers specific purity. Any of our products that contain any of the following CI numbers may contain trace amounts of nickel – CI 77491, CI 77492, CI 77499.

Titanium Dioxide undergoes the same processes as the iron oxide pigments do. None of the pigments can be classed as truly natural due to the processes carried out on them in order to remove the heavy metals. All pigments used including Titanium Dioxide comply with the EU regulations on heavy metal content and therefore are safe for use. Our Titanium Dioxide is uncoated.

We only use minerals from highly reputable suppliers all of which meet European purity criteria for heavy metals and in some cases, where appropriate, comply with Commission Directive 95/45/EC for specific purity.

What is the SPF rating of the BB Cream?

The BB creams do contain some levels of Titanium Dioxide which might give some natural SPF protection but its use is as a pigment and not a sunscreen so we couldn’t advise on the SPF.

Do any of your products contain palm oil?

Ingredients in the Natural Mascara derive from palm oil, rapeseed oil and coconut oil. No other products contain palm oil but we do use Carnauba Wax.
We only use certified sustainable palm oil.
Carnauba Wax has been produced for over 100 years, in a land area larger than the size of the UK. The specific palm tree that generates the Carnauba Wax on its leaves grows in the wild and is not propagated or farmed.
The trees are never cut to produce Carnauba, only the leaves are taken from the tree, which grow back in roughly 3-6 months.
In our opinion, Carnauba Wax is certainly sustainable, and we expect the palm trees to flourish for centuries ahead.

What is the origin of Oleic/Linoleic/Linolenic Polyglycerides?

Viamerine 4000 consists of a mix of polyglycerides of 100% vegetable origin. The production, based on oleic, linoleic, linolenic fatty acids, follows patented processes respecting green chemistry principles. Vegetable raw materials used do not stem from GMOs, palm, or plants listed on CITES.

What makes up the aroma listed in the BB cream?

The aroma in the BB Cream is completely natural and is a blend of the following essential oils: Cedarwood Oil Virginia, Orange Oil Brazilian, Lavender Oil, Ylang Ylang and Bergamot Oil.

Limonene occurs naturally in the essential oils and is listed separately in order to comply with regulations.

 

Ordering & Payments :

 

What payment methods do you accept?

We accept most forms of major credit cards including American Express, Mastercard, and Visa, as well as Paypal, Google checkout, checks and money orders sent in the post. Keep an eye out for specials and discounts - sign up for our newsletter! Please note that if paid by credit card your charge will be from "Lily Lolo."

Which currency will I be charged in?

The default currently is in $USD for the store. To view prices in Canadian dollars you can toggle the Canada field at the top left of the store or go to this link.

How can I check my orders?

If you create an account online with us, you can view your current orders. Click here to login to your account and see all your orders.

If you have any questions about your order or want to make changes, please contact us at questions@lilylolo.us.

How long is the credit valid?

The credit is valid for one year.

I am trying to place an order but it keeps giving me an error message at check out with a red X?

Check the selected payment option, if both the Paypal and Credit Card options are checked at the same time uncheck one and try again.

How to become your stockist / wholesale partner?

Send us your full business details along with the best contact to questions@lilylolo.us or through the contact form. Our team will get in touch to discuss further.

Is there a Pro discount for make-up artists?

Yes, there is a professional discount available for make-up artists. Please contact questions@lilylolo.us with your details for more info.

I am an international customer (outside USA.) Do I have to pay customs and taxes?

We ship only to Canada outside of the US. Contact www.lilylolo.co.uk for other international shipping.

 

Shipping & Delivery :

 

What are your delivery options and charges?

Shipping costs for US & Canada are $6.50 USD for orders less than $85.00 USD and FREE for orders $85.00 USD and above. All orders are sent with tracked first class mail, or priority mail for larger parcels.

Has my order been dispatched yet?

As soon as your order is dispatched from our Warehouse, normally within 24-48 hours, you will be sent an email to confirm that it's on its way. From there it should be delivered within the timescale we advertise under Delivery Information.

Do you offer fast shipping?

Yes, fast shipping is available for all orders above $85 USD.

How can I track my package?

Click here to track your package. You can then enter your order number, email address, or phone number associated with the order to track its status.

Alternatively, you can use the tracking number provided in your shipping confirmation email. Simply enter the tracking number to track the status and location of your package.

Do you ship internationally?

We do ship internationally to Canada only. Please visit www.lilylolo.ca to place an order from Canada or visit www.lilylolo.co.uk for shipping to other countries.

COVID-19 Update - Orders, Deliveries?

Our dedicated team is busy picking and packing orders around the clock, while adhering to government guidelines. Distancing is strictly being enforced, specifically ensuring staff stay 2 meters apart at all times, alongside regular sanitation, at least twice daily. With an increased demand for a little clean beauty boost and a reduced workforce, delivery may take a little longer than usual. You should expect your delivery to arrive 8-10 working days from the day you ordered.

How long does it take to ship my order?

US - the package may arrive in 3-4 days, and priority mail will be delivered a day earlier.

Canada - the package may arrive in about 5-10 days. If located in the east, the package usually takes about 7-14 days.

Where is the product shipped from?

The products are shipped from our Warehouse facility in Albuquerque, New Mexico.

What if the package says delivered but I did not receive it?

If the United States Post Office records your package as delivered and it is not found, please work with your local post office to track down your package. Lily Lolo is not responsible for packages once USPS marks them as delivered.

How do I know my order has been placed?

You will be sent an order confirmation email once you place an order. Do check your inbox for emails from questions@lilylolo.us.

Do you offer free shipping?

Yes, shipping is free for orders above $85 USD.

 

Account Management :

 

How can I update my Account Information?

Once logged in, you can go to your account details and change an address or email. If you selected to receive our newsletter, we'll keep you posted on exciting offers, discounts, and hot new products coming out.

What information do I need to register for an account?

Your basic information such as First name, Last name, and Email are required to create an account. You can opt for Newsletter while creating an account.

 

Returns & Refunds :  

 

What if I receive a defective product?

Contact
questions@lilylolo.us to notify Lily Lolo of the defective product. Keep the product to return to Lily Lolo. Sometimes the defect can be photographed.

If defective and within 30 days a replacement will be shipped. 

Lily Lolo US & Canada 

1305 STAGECOACH LN SE

ALBUQUERQUE, NM 87123-4312

What if I have received an incorrect product in my order?

If you have received an incorrect item in your order, let us know straight away by contacting our Customer Service Team and we will send a replacement out for you.

What if I have ordered incorrect or extra products?

Contact our Customer Service Team as soon as possible at questions@lilylolo.us and let us know the necessary changes you want to make before the order gets shipped.

What if a product is missing from my order?

Please contact us on questions@lilylolo.us along with the images of the package and packing slip. Your missing items will be shipped asap.

Can I exchange or return an item?

All sales are final. If there is an error in ordering the correct item or count, immediately contact questions@lilylolo.us and the order will be pulled if possible.

Do you accept returns?

Yes, we do accept returns. Please return within 30 days of receipt. If you would like an exchange, postage is paid by the customer. If you would like a credit, it is good for one year. Original shipping fee or return shipping fee is not reimbursed. All goods will be inspected on return. In all cases, items returned must be in their original condition and unused, which includes any packaging. For example, foundations are to be exchanged with the box and tamper seal on the sifter intact. Make sure to send the item back in a protective box. Please do not return the item in an envelope with bubble protection as it does not sufficiently prevent damage. The goods are your responsibility until they reach our warehouse.

How to send the returns?

We recommend you use a postal service that insures the package. For a small fee, the package can be insured for the value of the goods you are returning.

 

Safety & Security :

 

What is your privacy policy? How safe are my data?

At Lily Lolo US & Canada, we are extremely careful about privacy and security. All orders are handled securely with SSL 256-bit encryption, and we do not store your credit card details after your order has been completed. We will never share, lease, rent, sell, or give your personal information to any 3rd party under any circumstances whatsoever. We have celebrity customers, and we are extremely careful about keeping contact details private. Additionally, our site is inspected for security on a regular basis.