POPULAR QUESTIONS
How long will my order take to arrive?
After your payment is authorised and verified, we will process your order within 24 hours. This doesn’t include weekends or holidays. Purchases made after 2pm GMT will not be shipped out until at least the next day. If you order after 2pm GMT on a Friday, your order will likely be shipped out on the following monday.
Can't login or forgot password?
If you've already created an account with us be sure to sign-in as a "Returning User". If that isn't the issue then click the "Forgot Password" link below the Sign In button.
Once you click the link simply type the email you have on file with us and we will automatically send a password reset link to your inbox so after you click the Reset Password button you'll need to check your inbox for the email we've sent to reset your password.
Be sure to only click the Forgot Password button only once or you'll receive multiple emails. If this happens just make sure that you only use the most recent email we've sent to you, otherwise you won't
be able to successfully reset your password. Once you receive a password reset email you have 24 hours before it expires. Follow the steps in the email and you'll be all set!
Where do you ship?
We ship worldwide! To view the postage costs for you location, have a look at our Delivery page
Do you offer free shipping?
We offer free shipping worldwide for any order order over £50.
SHIPPING RATES
What are your shipping rates?
UK
- Tracked Shipping on orders over £50: FREE
- Tracked Shipping on orders under £50: £3.99 GBP
EU and Rest of the World
- Tracked Shipping on orders over £50: FREE
- Tracked Shipping on orders under £50: Exact rate found on our Delivery page
Why don't you guarantee shipping?
We can only guarantee what is in our control. We place our faith and trust in our shipping providers, but cannot guarantee their performance.
What about duties and fees?
Currently we collect VAT & Duties for orders shipped to customers in UK & EU countries. For customers not located in those countries, taxes & duties are the responsibility of the buyer.
How long will delivery take?
All our orders are sent with tracking. We typically expect the following delivery times:
- UK: 1-3 business days*
- EU: 3-5 business days*
- Other countries: from 5-7 business days* depending on customs. If you think your order is stuck in customs, please contact us for support.
*Estimated timeframe from when order has been confirmed and based on our best estimates. Timeframe is not guaranteed.
MISCELLANEOUS QUESTIONS
When is your order cutoff time?
Orders placed before 2pm GMT will be shipped the same day. Orders placed after 2pm GMT will be processed the following business day. If for any reason we are unable to ship out your order within our standard timeframe, we will contact you immediately to notify you of any delays and ensure that you get your items as soon as possible.
Do you sell products locally?
Our long term goal is to get our products in retail locations, barber shops and salons. If you know of a person who should carry our products, please have them contact us.
Can I pay over the phone?
We only accept major credit and debit cards at this time, sorry. If you are having trouble signing up, please get in contact with us and we’ll do our best to help!
How do I change or cancel my order?
We try to fill and send your order as quickly as possible, which may limit our ability to add items to your order or prevent a package from shipping. If you receive a monthly bundle, you can change this on your Profile page. For al other orders, please feel free to reach out to our Customer Experience team and we'll do our best to get you taken care of.
What is your return policy?
We love the products we’ve made, and we think you will too. If, after 5-8 uses, you find that you're unhappy for any reason, just let us know so that we can help you return your products within 30 days of receipt for a full refund.
Why do I have a shipping charge?
We contribute equally to your shipping costs on all orders, regardless of the transportation mode or location. Unfortunately, we cannot cover this cost if you order is less than £50.
We're committed to making sure you get your order on time and we're constantly looking for ways to improve the process so that we can deliver the best experience possible.
How do I grow an awesome beard?
Well, you probably already have an awesome beard and you just don't know it. Give it a little time and love to grow.
General Product Questions
Where are your products made?
Our beard comb is made overseas. Aside from that, all our products are made in the UK.
Can Women use your products?
Of course they can! Our products do not discriminate. Need any help, just get in contact with our support team.
Are your products tested on animals?
Most certainly not! Luvenesco is 100% cruelty free and we make sure our products are never tested on animals. We love all creatures, (especially those that are cute and cuddly).
Are your products hypoallergenic?
What does hypoallergenic mean?
Hypoallergenic simply means that our products are unlikely to cause any allergic reactions or harm to your skin.
Are your products for all skin types?
If you have specific concerns, we recommend you talking to your local doctor. You can also find a full list of ingredients on our product pages.
