FAQ

No, and we could write a book on this one. Many of our brands use lots of organic ingredients, but certification isn't our top rule:

• Some brands put a few organic extras in a formula that's mostly water and cheap fillers, then call themselves organic. That doesn't do much for your skin.
• Some great ingredients are wildcrafted (gathered from the wild), so they can't be certified organic.
• Certification standards vary a lot. Some are strict, and some don't mean much.

That's why we care more about what's in the whole formula than what's on the label.

Most last about 2 years unopened. Once opened, it's anywhere from 6 months to a couple of years. Oil-based products keep much longer than water-based ones. Most bottles have a date on them, and you can always ask us about a specific product.

Very fresh. It's one reason we keep our brand list short. We only carry brands that sell well, so nothing sits on the shelf for long. If something gets close to its best-before date, we put it on sale well before then and label it clearly.

Yes, the ones that need them. Water-based products without preservatives can grow bacteria and mould, and you don't want that on your face. Some oil-based products don't need them. We'd love a world without preservatives, but skipping them is too risky. We know this area inside out and choose brands that use the safest options. Be wary of any water-based product without a proper preservative.

Every brand gets checked for:

• Clean ingredients that actually work
• Ethics: sustainable, fair trade and cruelty-free (no animal testing)
• Real results that we've tested and compared

We only keep the standouts.

We love what they're trying to do, but their system has too many gaps for us to use when we choose products:

• In Europe, essential oils have to be labelled "fragrance". In North America, that word usually means synthetic fragrance, so some clean products get unfair ratings.
• A rating of 0 can mean "no data", not "safe".
• They don't separate natural and synthetic versions of the same ingredient.

We're not saying don't use EWG. We just want you to know why we don't rely on it.

For sure, it's our favourite part. You can take one of our skincare quizzes, shop by skin type, or email us. Email works best, because it gives us time to think, we can send you product links, and you'll have it all written down for later. Just tell us:

• Your age range
• Your skin type
• Your main skin concerns
• What you're using now
• Your budget (budget-friendly, somewhere in the middle, or "I'll pay for what works best")

If it's from a brand we already carry, we likely can. Get in touch and we'll let you know when our next order with that brand is due.

Regular shipping is free on orders of $95 and up, and $9.50 for orders under $95. Express is also available. Most orders leave within 24 hours on weekdays. See our Shipping page for all the details.

Usually your house. Orders over $350 need a signature or are marked "Do Not Safedrop".

From November to March, if your order has a cold-sensitive item (toners and water-based cleansers), we'll either mark it "Do Not Safedrop" or send it to your local post office. It depends on your location and the weather. Parcels spend hours on unheated delivery trucks, and water-based products in glass can freeze and burst along the way.

Not right now. We only ship within Canada.

We happily take back brand new, unopened products within 30 days. Please email us before sending anything back. See our Refunds page for all the details.

All our prices are in Canadian dollars.

Visa, Mastercard, Shop Pay, Apple Pay, Google Pay or email money transfer. For email money transfers, send to info@lilou-organics.com. No password is needed, since we have auto-deposit.

It's usually because the billing address doesn't match the one your card company has on file. We check this to make sure no one else is using your card. Use that exact address and try again.

That's a temporary hold, not a charge. When you place an order, your bank holds the funds while we check your billing address. If the address doesn't match, the order doesn't go through, but the hold can stay for a few days depending on your bank. It disappears on its own.

We don't offer discount codes often. We'd rather keep our prices fair every day than mark them up and run sales. For extra savings, join our Loyalty Rewards program and sign up for our newsletter. That's where we share our occasional deals.

No, you can check out as a guest. You do need an account to earn and redeem points, though.

Shop is a sign-in system that works with all stores built on Shopify, including ours. It's handy if you shop at other Shopify stores, but you don't need it. You have 2 ways to log in:

• Continue with Shop - Shop sends you a code on your phone.
• Sign in with your email - Click More sign-in options, type your email and we'll send you a code.

You don't need a password. The code you get each time is what keeps your account safe.

Log into your Lilou account. You'll land on your Orders page. To change your name, email, phone number or addresses:

1. Click Profile on the left, or the circle with your initial in the top right corner.
2. Click Edit next to your name to change your details, or Add to add a new address.

You can also change your email preferences there.

You earn points when you shop with us (and for a few other things), then trade them in for money off a future order. Every 500 points gets you $10 off, 1,000 gets you $20 off and 2,500 gets you $50 off.

• Place an order: 1 point for every $1
• Leave a product review: 150-250 points (once every 30 days)
• Follow us on Instagram: 150 points
• Visit our Facebook page for the first time: 150 points
• Sign up for our newsletter: 150 points
• Your birthday: 250 points

1. Log into your Lilou account.
2. Click the Rewards tab on the right side of any page.
3. Click Redeem points here and choose your reward ($10, $20 or $50 off).
4. Click Redeem. You'll get a discount code.
5. At checkout, copy that code into the Discount code or gift card box and click Apply. (If you redeem your points during checkout, the code may already be applied for you. If you save it for later, you can use it anytime.)

Click the Rewards tab on the right side of any page, or go to our Loyalty Rewards page. Make sure you're logged in. Your points balance is at the top, and any codes you haven't used yet are under See unused rewards here. You can also find your points and a View rewards button on your Orders page when you're logged in.

Never. Save them up as long as you like.

No, sorry. Shopify only allows one discount code per order.

Usually, yes. When you open an account with the same email you used to order, your points should already be there. If something looks missing, just email us and we'll sort it out.

We're online only, so there's no physical store. We're open 24 hours a day.

No, we're a retail store. If you'd like to carry one of our brands, please contact the brand directly.

Only if you have a proven record of real, unbiased reviews. If that's you, email us and tell us a bit about yourself. If it feels like a good fit, we'll be in touch.