PRODUCTS & ORDERS
Do you accept international orders?
Yes, please email firstname.lastname@example.org for all international order enquiries.
What is your return/exchange policy?
Under the Sale of Goods act, in the case of faulty goods, we allow a period of seven working days from receipt of the goods, for the customer to reject and return the goods for an exchange or full refund. All other refunds are made at the discretion of the company. Your rights to return goods are protected under the EU Distance Selling Directive.
Please email email@example.com
Please note that a refund can take up to 14 days to be processed back onto your card by your bank.
Why is my favourite product discontinued? What can I use now?
Decisions to discontinue or introduce a product or size are made in response to consumer preferences and purchasing patterns. If your favourite product has been discontinued we have to make a decision based on our sales.
Can you send me samples?
Regrettably, samples are not available for general distribution.
For bloggers looking to promote our products, please email us at firstname.lastname@example.org
What should I do if I have a complaint?
Please email email@example.com.
How do I contact Lucidlure
Email us at firstname.lastname@example.org
I’m new to the range, which products should I start with?
The key to healthy skin is our 3 simple steps to cleanse, tone and moisturise, used every day, morning and evening.
Please refer to our skincare information page for more details on product benefits.
Is everything that you make really natural?
Yes! We use the finest natural ingredients we can find. This includes herbs, butters, clay, sea salts, and natural oils.
Do you use fragrances?
We only use essential oils.
Do you test on animals?
We don’t test either products or ingredients on animals; instead we only test on human volunteers.
What ingredients do you use?
We use natural, organic and unrefined Ingredients. Please refer to our ingredients glossary for detailed information for a list of ingredients and their benefits.
Why do you use preservatives in your range?
Safe, effective products are our priority and many of our formulations are preservative free. However, we do use preservatives when absolutely essential for product safety.
We use a combination of Ethylhexylglycerin and Phenoxyethanol which is a globally approved paraben-free preservative that is very effective against bacterial, yeast and fungal growth.
Are your products organic?
Our products contain many ingredients that have been certified organic. We select our bio-active ingredients based on their proven ability to work below the skin’s surface and target the issues of aging head on. While we do use organic ingredients wherever possible, there are many beneficial ingredients that come from fantastic sources that haven’t yet been certified. Please see our ingredient glossary for specific ingredient details including origins and sourcing.
What is the shelf life of your products?
All of our products have a EU standard Period After Opening (PAO) symbol which identifies the ‘lifetime’ of a product once opened for the first time. It can be used as a guide once your product has been opened. The number inside the image of the pot tells you the number of months of this product’s lifetime once opened, for example 12M indicates 12 months. If our products are kept out of direct sunlight and at room temperature or below, they will stay fresher longer. We also use Vitamin E in some of our products to extend the natural shelf life and keep the oils in their freshest and most potent form. In the rare case that you purchase one of our products and find that it is not at its freshest point, please email us so we can handle this on a case-by-case basis. See our Contact page for email addresses.
Are your products suitable for people with nut allergies?
We always recommend you carry out a patch test prior to using any new skincare product for the first time. A small amount of product should be applied close to the area of intended use (such as behind the ear). Should you experience any redness, irritation or discomfort during the next 24 hours then you should immediately and thoroughly wash the test area and not recommend for you to use that particular product.
Any products containing any nut oils are clearly labelled use with caution: contains nut oils. Please refer to the ingredients listed under each product and ensure you read the labels of each product before using.
These types of nut oil typically do not irritate people with nut allergies, but we recommend consulting your doctor first if you have a nut allergy.
Can I use more than one discount code at checkout?
At this time, we can only allow one discount code per order.
Are your products suitable for sensitive skin?
We always recommend you carry out a patch test prior to using any new skincare product for the first time. A small amount should be applied close to the area of intended use (behind the ear is ideal in this instance). Should you experience any redness, irritation or discomfort during the next 24 hours then you should immediately wash the test area and we would not recommend use of that particular product. Even natural ingredients can be quite potent and some people can be just as sensitive to them as to chemicals. We select our product ingredients with great care, to minimise the potential for allergic reactions and sensitivities. However, no matter what ingredients are used there are bound to be a few people who are sensitive to one or more of them. Whilst we do have a number of customers who have sensitive skin, unfortunately, there are no guarantees that individual products within our range are going to suit everyone. We list all the ingredients on the products and on our web site to enable our customers to make an informed choice.
The only products in our range we would advise caution in using on sensitive skin is our Dovulant exfoliating granules and Meztiin clay mask due to the stimulating nature of these products.
I’m new to the range, which products should I start with?
The key to healthy skin is our simple 3-steps to cleanse, tone and moisturise every day, morning and evening. By cleansing and toning you are preparing your skin for the moisturiser and ensure that all traces of dirt are removed from your skin. However, if you have very dry skin, you may prefer to use them at night time only to take off any make up and clean your skin before bed.
Step 1: Cleanse
Our creamy cleanser quickly melts away make-up and daily grime, it can be washed off with warm water or alternatively, be taken off with damp cotton wool. It is also extremely gentle (no alcohol) and can be used around the eyes.
Step 2: Tone
Surta is a gentle alcohol-free rose toner which soothes, calms and refreshes skin in preparation for moisturising. Toners complete the cleansing process, helping to balance and firm skin while closing pores.
Step 3: Moisturiser
Deeply nourishes the skin leaving it hydrated and protected, the only choice to make is which variety of Moisturiser to use.
Does the cream cleanser remove eye make-up?
If the skin around the eye area is not sensitive, yes. If the skin is sensitive use 3-4 drops of Pure Coconut oil on a damp cotton pad, hold over eye for a couple of seconds, then using light pressure, gently wipe away.
Why should I exfoliate?
Our skin naturally renews itself every 28 days, but as we get older this process slows down meaning that skin cells can accumulate on the surface, leaving us with dull, uneven skin which lacks radiance. By exfoliating, you are removing the dead skin cells that accumulate on the top layer of your skin, which in turn will brighten your complexion and help your skincare products absorb and perform at their best. Exfoliation can help to keep pores from becoming clogged which can, in turn, help to avoid blackheads and spots. Whether you have dry, normal, oily or combination skin, exfoliation at least once a week is a really important step in helping to ensure a healthy, glowing complexion.
How do I store my products?
We recommend you store products in a bathroom cabinet or on a shelf that is not exposed to sunlight. Because Lucidlure products are fresh, it is important they are not exposed to full sunlight or a high temperatures. During the hot summer months (26 degrees or more) it is recommended you store your products in the refrigerator.
Which products do you recommend for teenage spots?
Daily cleansing with Kabun is an important first step. Even for oily skins, Kabun dissolves the skin’s own sebum and gently removes any excess to prevent spots and blackheads forming. The activated charcoal draws out toxins and cleans deep beneath the pores.
Even teenagers need to lightly moisturise – use a small amount of Yuslih in the morning and at night. This light, gentle moisturiser, is non-greasy and absorbs easily into the skin.
Can I apply face oil if I am using makeup?
Face oil can be applied before makeup as it is best to let your skin absorb the oils for 3–5 minutes. If your skin feels oily after this, you are using too much facial oil. If your skin feels dry and you want more moisture, you are probably not using enough facial oil. The oil should absorb into your skin fully and will not leave any greasy/oily feeling on your skin. Skin will feel hydrated and soft/smooth after applying the correct amount. Most people need 3–5 drops — please adjust accordingly to your skin’s individual needs.
Why do I need to use the organic face Cloth?
The organic face cloth acts as a gentle exfoliator to help slough away dead skin cells that can make complexions appear dull. Exfoliation is an important part of any skincare routine. Our Muslin Cloth is so gentle that you can use it twice a day, every day.
How do I wash the Muslin Cloth?
Muslin Cloths can be laundered with your normal white wash. If you have very sensitive skin and find detergent residue irritates, try washing the cloths in liquid detergent or boiling them in plain water.
What are the most important parts of a skincare routine?
Since sun damage increases the risk of skin cancer, as well as skin problems ranging from wrinkles to dark spots, wearing sunscreen on a daily basis is essential. Choose a broad-spectrum sunscreen with a minimum sun protection factor (SPF) of 15.
I have oily skin, do I still need to moisturise?
All skin, however oily, needs nurturing with vitamins and essential fatty acids, morning and night, to ensure that it’s in the best possible condition. The best formulation for oilier skin types is Yuslih. This light and gentle moisturiser is non-greasy and absorbs easily into the skin.
Are your products suitable for eczema and problem skins?
We have consciously removed many of the known irritants from our formulations to ensure that they are as gentle and comfortable as possible for sensitive skins. We don’t use any parabens, synthetic colours, mineral oil, silicone, SLS or SLES and we use botanical ingredients and plant oils that have a close synergy with the skin. For anyone suffering from specific skin conditions we suggest you talk to your GP in advance of applying any skincare products to these sensitive areas.
Are your products safe to use throughout pregnancy?
Our products are formulated to be safe to use during pregnancy, however we would suggest that you seek advice from your GP and midwife before using the products in our range if you believe that you may respond adversely to products containing essential oils.
When should I moisturise before applying masks?
We recommend that you begin by cleansing skin first, then apply your chosen mask and follow the directions on the product, next, use Surta rose toner to remove any last traces of the product and refresh skin. Finally apply your chosen Moisturiser to leave skin nourished and radiant.
Do your moisturisers contain SPF?
Our Moisturisers contain a non-chemical form of SPF Zinc oxide which is naturally derived from mineral filters. You will find this in Yuslih, Prewate and Noxawe. If you would like to protect your skin with SPF during the day, we recommend you moisturise with Yuslih or Pretawe, before applying a mineral sun cream.
Should I moisturise before or after applying sunscreen?
We would recommend to cleanse and tone skin first, then apply your chosen moisturiser and wait a few minutes to ensure that the skin gets the nourishment and botanical nutrients it needs to stay healthy. Then apply your sunscreen.
Which products would help to hydrate and help with the appearance of fine lines around my eyes?
As the skin around the eye area is so delicate it is more prone to dryness.
Opulous has been developed to care for the fragile eye zone and beyond. Every morning and night, apply Opulous eye oil, it contains prickly pear seed oil which contains more than 88% of unsaturated fatty acids making it one of the most expensive beauty oils in the world. It is a labour intensive and time consuming oil to produce. Prickly pear seed oil has a high concentration of skin-softening vitamin E and vitamin K to reduce dark circles, it also contains essential fatty acids making it non-greasy and packed full of antioxidants making it an excellent choice for mature, aging or damaged skin.
What is the difference between the Opulous eye oil and Noxawe eye cream?
Noxawe contains a zinc oxide which is a natural form of SPF that helps to protect the delicate eye zone from the sun’s rays and therefore should be applied during the day. It helps improve the skin’s natural firmness toning and calms the eye area and is also great to brighten the under eye area.
Opulous is a dedicated night-time treatment oil for the eye zones. It is formulated to help strengthen, smooth and plump fine lines around the eyes, keeping the skin hydrated and making it excellent for fine lines and wrinkles.
How do I use the Dovulant granules?
We recommend using the Dovulnat granules with Emuan. Take a few pinches of the Dovulant granules and a few pumps of Emuan deep cleansing oil, for sensitive skin use more oil. Gently exfoliate for a few minutes then wipe or rinse off, finish off with Surta toner and your chosen moisturiser.
Why does my product look/smell different than the one I purchased previously?
Due to the nature of using natural and wild harvested ingredients, the colour and/or texture may vary with every batch. No rose you pick will look and smell identical, which is what makes them uniquely beautiful.
Where do you source your materials from?
The majority of our ingredients are sourced from ethical companies within the UK.
Which products would be most beneficial to use during pregnancy?
All our products have been safety assessed to ensure they are safe for intended use, which includes use by pregnant women – however, if you have any specific questions or concerns, please speak to your GP and midwife.
Are your products suitable for men?
Although men’s skin differs from women’s, we all need to maintain the miniaturisation and hydration needed for healthy, happy skin. Since men tend to have thicker skin and higher levels of collagen, it can be more prone to hormonal sebum production leading to increased breakouts and blocked pores.
Our skincare is suitable for everyone.