Frequently asked questions
How long does delivery take?
Your order is prepared within 1 business day, then delivered in 3 to 7 business days in mainland France. Estimated dates are shown on each product page.
How much does shipping cost?
Tracked shipping is free on all orders delivered in mainland France.
Which countries do you ship to?
We ship to mainland France and the United States. The options available for your address are shown at checkout.
How can I track my order?
A tracking link is emailed to you as soon as your order ships. It can take a day or two to update: a lack of updates does not mean your package is lost. You can also follow your package from our order tracking page.
Will I pay customs fees?
No, there are no customs fees for deliveries in mainland France.
How do I return an item?
You have 14 days after receipt to let us know at contact@lovelya.fr, then 14 days to send the product back. The return address and instructions are emailed to you: please do not send anything before contacting us. Return shipping is at your expense unless the item is defective or incorrect. Cosmetics and items that come into contact with the skin cannot be returned once their protective seal is opened, unless defective.
When will I be refunded?
As soon as your return is received and checked, within 14 days at the latest, to your original payment method. The original shipping cost is refunded if you return your whole order.
My package arrived damaged, incomplete or wrong: what should I do?
Email us at contact@lovelya.fr, ideally within 48 hours of delivery, with your order number and photos of the product and packaging. We will offer a replacement or a refund at no cost to you.
Which payment methods do you accept?
Checkout is secure. You can pay by card, Apple Pay or PayPal; the methods available for your order are shown at checkout. We never store your card number.
How do I use a promo code?
Enter it at checkout. One code per order unless stated otherwise, during its validity period.
Are the devices suitable for sensitive skin?
Yes, starting with the lowest intensity. If you are currently undergoing dermatological treatment, consult your doctor.
Can I use an LED or radiofrequency device if I am pregnant or undergoing treatment?
Please ask a healthcare professional first if you are pregnant, have a medical condition, are undergoing treatment, have an implanted device or are photosensitive. Our devices are designed for cosmetic home use and do not replace medical advice.
Are your products vegan?
Most of our treatments are. The collagen mask is an exception: it contains marine-derived collagen. The full ingredient lists can be found on each product page.
In what order should I apply the products?
From the lightest to the richest texture: cleansing, moisturizing, targeted treatment, and makeup last. Our skin diagnostic suggests a routine suited to your skin.
How can I contact you?
By email at contact@lovelya.fr or from our contact page. We reply within 24 business hours.
−10% off your
first order.
Private sales, early access to new arrivals, one piece of advice per week. No more.