FREQUENTLY ASKED QUESTIONS (FAQ)
Ordering & Payments
Can I change or cancel my order?
Yes, but you must act quickly. Because we process orders with our global fulfillment partners almost immediately to ensure fast dispatch, you have a strict 1 to 3-hour window after placing your order to request a cancellation or shipping address change. Please email us immediately at business@lacrella.com with “URGENT – ORDER CHANGE” in the subject line. Once this window passes and the supplier begins processing, we can no longer modify or cancel the order.
What payment methods do you accept?
We use Paygate.to to provide a highly secure, encrypted, and flexible checkout experience. We currently accept:
- Credit & Debit Cards: Visa, Mastercard, American Express (Amex), and Maestro.
- Digital Wallets: Apple Pay, Google Pay, and PayPal.
- Bank Transfers: SEPA, ACH, and applicable local bank transfers.
- Cryptocurrency: Bitcoin (BTC), Monero (XMR), Solana (SOL), USDC, USDT, and other supported network tokens.
Shipping & Delivery
Where do your products ship from?
To provide you with high-performance beauty tools and formulations at accessible prices, Lacrella partners directly with specialized overseas manufacturers. Your items are packaged and shipped directly from our partners’ international facilities to your doorstep in the US.
How long will it take to receive my order?
Once your order is processed (usually in less than 24 hours), standard delivery to the United States takes between 7 to 15 business days. You will receive an email with your tracking number as soon as your package is dispatched.
Why did I only receive part of my order?
If you ordered multiple items, they may be sourced from different Lacrella manufacturing partners. To get your items to you as rapidly as possible, we ship them out the moment they are ready. This means your order may arrive in separate packages on different days. You will receive a separate tracking number for each package.
Product Safety & Returns
Are your products safe for sensitive skin?
We carefully curate our collections to be gentle and restorative. However, because everyone’s skin is unique and can react differently to various botanical or active ingredients, we strongly advise you to read the complete ingredient list located on each product page before purchasing. If you have sensitive skin or known allergies, always perform a patch test on a small area of your skin before incorporating a new product into your daily routine.
What is your return policy?
We offer a 30-day return policy. However, due to strict health, safety, and hygiene standards for skincare and cosmetics, we only accept returns on items that are completely unopened, unused, and in their original sealed packaging. We cannot accept returns on any beauty products that have been opened or tested.
What if my item arrives damaged?
If your product arrives defective or is damaged during transit, please email us within 72 hours of delivery. Include your order number and clear photos of both the damaged item and the shipping packaging, and we will issue a free replacement immediately.
Contact Us
How can I get in touch with customer care?
If your question isn’t answered here, we would love to help! Reach out to us anytime at business@lacrella.com. Our dedicated support team will get back to you as soon as possible.