Find answers to some Frequently Asked Questions below.
How is my order shipped?
We ship via UPS of USPS within the continental United States, including orders to Alaska, Hawaii, overseas U.S. territories and PO/APO/FPO Boxes. Shipping will be calculated at the online checkout prior to confirming your credit card details. If you would like to expedite the arrival of your order, please indicate the appropriate shipping option as you are checking out. We offer two-day and one day shipping options via UPS (except for PO/APO/FPO boxes).
Do you deliver to PO/APO/FPO Boxes?
We offer standard shipping to PO/APO/FPO boxes via USPS mail. One- and two-day UPS shipping options are not available for PO/APO/FPO boxes.
When does my order ship?
All orders are processed and shipped as quickly as possible – usually within 1-2 business days (Monday – Friday, not including U.S. public holidays). Delivery times vary depending on your location and selected shipping option. Although Lyeska makes every effort to maintain stock and satisfy our customers, we may occasionally sell out of certain products. In the event that a product ordered has sold out, we will advise you prior to dispatching your order, and offer you the option of cancelling or modifying your order, or of waiting for backordered product (see below).
How long is the wait for backordered product?
We produce our products in small batches; the wait for backordered product will depend on when the next production cycle is taking place.
In the unlikely event that you order an item that is sold out, or if your entire order is sold out, we will provide you with an estimated arrival date and offer you the option to backorder your item(s).
If you order multiple items, and some are available and some are out of stock, we will ship the available items and provide you with the option to backorder the out of stock item(s).
If you choose to backorder your item, we will create a backorder for the item and ship it via standard shipping when it becomes available. You will not incur additional standard shipping charges for backordered items.
If you prefer not to wait for a backordered item, we will cancel your order (or, in the case of orders with multiple items, refund you the amount of any cancelled items).
How will I know when my order is received?
Once your order is placed, you will receive a confirmation email. We recommend you save this email for future reference. You will receive updates by email if there are any issues with your order. You will also receive an email when your order has shipped.
How do I cancel my order?
Our processing system is designed to fill orders and get them on their way as quickly as possible. In the event that you wish to cancel or change your order before it ships, please contact us immediately. If your order has already shipped, please refer to our Returns and Exchanges policy (below).
How do I contact customer service?
You can reach us by emailing at email@example.com or via our Contact Us page. Our regular business hours are Monday through Friday, 10 am – 5 pm Eastern U.S. Time. Please allow up to 1-2 business days for a response.
What payments do you accept?
We accept most major credit cards (Visa, MasterCard, Discover, American Express) and PayPal. Please be assured that no billing details are stored on our site or servers.
Returns & Exchanges
How do I return/exchange a product?
We aim to provide our customers with the highest quality products and customer service. We would like you to be completely satisfied with your purchase. If you are unhappy with your order for any reason, we will gladly accept returns or exchanges within 14 days of receipt of delivery.Please consider the following when making returns/exchanges:
- We do not handle returns for items purchased through our retailers. Please return such items to the location where they were originally purchased.
- We cannot honor returns or exchanges for the items that have been willfully damaged or overly used.
- Returns for items that have been damaged in transit must be submitted within two days of receipt.
- Except for cases in which we have shipped the incorrect product, we cannot refund shipping fees.
To initiate a return, please e-mail our customer service department. Without prior e-mail notification we cannot accept returns. In your email, please include your name, the order number (from your receipt or packing slip) the item(s) you are returning, and the reason for your return.
When shipping your return, please include a copy of your original receipt. Once we receive the returned item, we will process your refund/exchange. Postage for returns/exchanges must be pre-paid; Lyeska cannot accept C.O.D. deliveries. For your protection, we recommend that you return products with registered delivery and insurance equal to the value of the products, and that you preserve proof of your return shipment.
What is Siberian Cedar Nut Oil?
Siberan cedar nut oil is a natural oil derived from the pressed seed kernals of Siberian pine trees (called “kedr” in Russian). Learn more.
If I have a nut allergy, can I use your products?
Siberian cedars are part of the pine family. If you are allergic to pine nuts, you will likely experience a reaction to our product. We strongly recommend you consult your physician if you have questions or concerns.
How should I store your products and what is their shelf life?
To maintain stability and quality, we recommend that you store our products in cool, dry places below 75° F. The shelf life of our products is 18-24 months for unopened products, or from 6-12 months after opening. To help ensure the freshness of our products we produce small batches and purchase fresh Cedar Nut oil and other ingredients just prior to production.
Is there a daily recommended regimen for Lyeska products?
Our products are formulated to complement each other’s unique benefits. When using the complete Lyeska line of products, you should first wash your face and neck with our cleanser, then apply our serum and eye cream. Apply the moisturizing lotion last, to seal in the serum and eye cream and maximize their benefits. For more details, please refer to the instructions for each of our specific products.
To start, we recommend our “Nourish and Cleanse”set, which includes our gentle cleanser and facial moisturizer – the basics for your daily skincare regimen. Then, we suggest that you use our eye cream every day to firm and smooth the delicate skin around the eyes. Our rejuvenating serum is more concentrated and helps to naturally repair, boost collagen production, brighten and detoxify your skin. You can purchase both the eye cream and the serum in our “Rejuvenate and Restore” set. Both sets are are 10% off the price of the individual products and include standard shipping.
We encourage our customers to experiment with our products to find the best combination for their skin needs.
Do I need to use sunscreen with your products?
Our products do not contain sunscreen. We recommend combining our products with a physical sunscreen (containing Zinc Oxide or Titanium Dioxide) of SPF 30 or higher, which can be applied before or after our products. If you do choose to use chemical sun screen products (such as those containing oxycinnamate), these should be applied prior to our products to maximize absorbency.
Are your products all natural, gluten free and vegan?
We only use natural and organic ingredients to create our products. Our preservative system is specially formulated to use only natural ingredients. All our products are vegan and do not contain animal- derived ingredients. If you are adhering to a strict gluten-free lifestyle, please be aware that our moisturizer contains barley seed extract.
Can I use your products if I have sensitive skin?
Sensitive skin is delicate and prone to irritation, itching, inflammation, acne and other conditions. We have formulated our products with natural ingredients that are gentle on the skin. Cedar nut oil in particular has been used for centuries to soothe and protect sensitive skin. We do not use harsh chemical preservatives or other potential irritants, and all our products are gently scented with essential oils that provide skincare benefits, not artificial fragrances. However, if you have sensitive skin, we recommend testing our products on a small area of your skin. We also advise not to use our products if you have known allergies to nuts.
How do you ensure product quality and safety?
Lyeska’s products are manufactured at an industry-leading Ecocert, USDA Organic and Oregon Tilth-certified facility with nearly two decades of experience in producing natural, organic skincare formulations using sustainable methods.
Every step of formulation, production, bottling and packaging is supervised and quality-tested to ensure you receive the safest, purest product possible.
Our product has been thoroughly tested to ensure its stability and anti-microbial properties. Please refer to the information on shelf life and recommended usage, above.
Are Lyeska products safe to use for children?
Our products are intended for use by adults. Although all of our ingredients are safe, children’s skin can be more delicate and may respond unpredictably to various substances. Therefore, we cannot recommend use of our products on children.