Frequently Asked Questions | LUS Brands – LUS Brands (US)

Country/region

United States | USD $

Refund Policy

What is your refund policy?

We’re so confident you’ll LOVE your results with Love Ur Curls that we proudly back our products with a 30-day money back guarantee. If you’re unhappy with your purchase for any reason, simply contact our Curl Concierge team within 30 days of your purchase date to start your refund or store credit request.

If you prefer a store credit instead, we’ve got you covered. Store credits never expire and can be used toward any future purchase. Refunds include the original product purchase price plus any applicable taxes paid. Original shipping charges are non-refundable, as those fees are paid directly to the carrier.

If you choose a refund instead of store credit, you will be responsible for the cost to return the products to our distribution centre in Toronto, Canada. You may use any shipping carrier of your choice, but a tracking number is required. If you choose store credit, we will include the full original amount paid, including shipping charges.

We also know that learning how to care for your curls can be a journey, and you’re never doing it alone. That’s why we're here to support you every step of the way with personalized tips, product guidance, and application support to help you get the best possible results.

Reach out to our Curl Concierge team anytime through our contact page, Instagram, or Facebook.

Shipping & Delivery

Do you offer free shipping?

Yes we do! All orders with a subtotal of $75 USD before shipping and taxes will enjoy free shipping on us.**Please note, this offer is limited to customers in the contiguous US.

How long will my order take to arrive?

Orders shipping within Canada and the USA typically arrive within 2–7 business days, including 1–2 business days for processing.

We also ship to Hawaii, Alaska, Puerto Rico, APO, and military bases, however additional delivery time may apply. Once your order ships, you’ll receive a tracking number so you can keep an eye on your delivery every step of the way.

Need to make a change before your order ships?

We offer self-serve order modifications for up to 2 hours after your order is placed. During that window, you can update your order details or request a cancellation directly through the Order Confirmation page or by clicking the “View or Edit Order” button in your Order Confirmation email.

Once the 2-hour window has passed, your order will begin processing and changes will no longer be available.

Tracking says delivered, but your package is missing?

We wish every delivery went perfectly, but we know that occasionally packages can go missing or be marked as delivered a little early.

Before reaching out, we recommend:

• Double checking that the shipping address entered at checkout is correct

• Waiting 24 hours in case the package was prematurely marked as delivered

• Checking with neighbors, concierge, or building management to see if the package was received on your behalf

Still no luck? Please contact our Curl Concierge team and we’ll do our best to help locate your order.

Entered the wrong shipping address? Here’s what to do.

We know mistakes happen, which is why we offer a 2-hour window to make changes after your order is placed.

Simply follow the self-serve instructions included in your order confirmation email.If an order is returned to us due to an incorrect or incomplete address entered at checkout, the customer will be responsible for the cost to reship the package.

Bundle Builder

What savings can I get with the Bundle Builder?

Buy 3 full-sized products or accessories – Get 10% off
Buy 4 full-sized products or accessories – Get 15% off
Buy 5 full-sized products or accessories – Get 20% off

Which products aren’t eligible for this offer?

Our bundles, sets, and products purchased through our Subscribe & Save program are not eligible for the Bundle Builder promotion.

Can I use my rewards points on this order?

Yes! You can use your loyalty points for BYOB (Build Your Own Bundle). The option will be available at checkout, allowing you to redeem your points towards your purchase.

Can this offer be combined with other promos or discount codes?

No, this offer can’t be combined with Subscribe & Save discounts or any other promotions, with the exception of the Welcome Code.

Can I add multiples of the same product to my bundle?

Yes! You can absolutely choose the same product multiple times within your bundle.

Are LUCK™ products included in Build Your Own Bundle?

Yes! LUCK™ products are included in the promotion, excluding sets and bundles.

Where can I view the full promotion terms + conditions?

For full details, please refer to our Terms & Conditions page on the Love Ur Curls® website here.

Rewards

How do I join your Reward program?

If you have an active Love Ur Curls account, you’re already part of the Love Ur Curls Rewards Program! If you don’t have an account yet, simply create one here to get started.

How do I earn rewards points?

There are so many ways to earn points! You’ll receive 25 points just for creating a rewards account. After that, you can earn points through purchases and by following us on social media. Check out our rewards page here.

How do I redeem points?

On eligible purchases over $50 USD (after discounts and before taxes and shipping), you’ll be able to redeem your points directly at checkout using the rewards dropdown menu.

Where can I check my points balance?

Can I earn points for referring friends?

Yes! Join our Referral Lounge and start sharing the love.Give your friends $20 USD off their first purchase of $50+ USD and receive $20 USD off your next purchase for every successful referral.

Do reward points expire?

Yes. Your points will expire after 12 months of inactivity, which means no points earned or redeemed during that time.

Is there a limit to how many points I can redeem?

Yes, you are able to redeem a maximum of 400 points per order.

Subscribe & Save

Where can I view the full promotion terms + conditions?

Can I Subscribe & Save to bundles or accessories?

At this time, bundles and accessories are not available for Subscribe & Save.

How often will my Subscribe & Save order ship?

You will have the option to select to have your order delivered every 30 days, 60 days and 90 days. However, for our Black Label products, you will have the option to have your order delivered every 30 days, 45 days or 60 days.

Does Subscribe & Save include free shipping?

We offer free shipping on Subscribe & Save orders over $50 USD. Please note that all products must have the same delivery frequency to qualify for free shipping, as different frequencies create separate shipments and shipping charges may apply.

Can I cancel my subscription anytime?

You can cancel anytime before your next order is processed! Not to worry, we’ll send you a reminder email 3 days before your upcoming shipment is processed.

How long before my next order can I make changes?

You’re welcome to make changes to your order 3 days before your next shipment.

Can I use discount codes or rewards points on subscription orders?

At this time, discount codes cannot be applied to your Subscribe & Save order however, you are able to use your rewards towards your order.

Ingredients

Where can I find your full ingredient list?

We’re all about transparency at Love Ur Curls. You can find a complete ingredient list directly on each individual product page and read more about our Key Ingredients here.

Are Love Ur Curls® products made with natural ingredients?

No, and we believe in being fully transparent about that. Very few haircare products on the market are truly all natural, even some that are marketed that way. At Love Ur Curls, we focus on creating effective formulas while being honest about every ingredient we use. That’s why you’ll always find a complete ingredient list on each product page.

While our products aren’t 100% natural, we’ve worked hard to remove many commonly avoided ingredients without compromising performance. Our formulas are free from:

Sulfates
Silicones
Parabens
Paraffin
Phthalates
Propylene Glyco
lDEA
Mineral Oil
Gluten
Synthetic Dyes

We’re always striving to create products that balance performance, quality, and ingredients you can feel good about using on your curls.

Are your products cruelty-free?

We are indeed 100% cruelty-free and our products are Leaping Bunny certified. We absolutely do not test on animals or have animal by-products in our formulas.

Are your products vegan?

Our products are Leaping Bunny certified and contain no animal byproducts. They are also gluten-free.

We list each product's full ingredients on their pages and you can learn more here.

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