FAQ

Below are questions we often get asked from our customers about our products, for any time sensitive requests or any order specific questions please get in touch with our customer service team by email nia@llio.love.
LLIO products:
Q: Why are your products so effective?
LLIO has travelled the world to source nourishing natural and organic ingredients to create self-care rituals for soft skin and happy souls.
Q: Are your products tested on animals?
Absolutely not! LLIO products are NOT tested on animals.
Q: I am vegan – can you tell me if your products are still suitable for me to use?
Yes! We love animals here at LLIO which is why we only use vegan ingredients in our products.
Q: I have a nut allergy – are your products still suitable?
Yes! All of our products are free of nuts.
Q: I'm pregnant, what products can I use?
LLIO only uses the highest quality organic plant oils and all essential oils are used within safe limits, at low percentages. However if you are pregnant or nursing you should ALWAYS check with your doctor before using any products containing essential oils and completely avoid using them during the first few months.
Q: What is the International federation of Aroma-therapists? (IFA)
The IFA, is a self-governing body that promotes the preservation of health by advancing the knowledge and practice of Aromatherapy via education, teaching and training. For over 30 years they have been safeguarding standards in the practice of Aromatherapy through their official Codes of Professional Practice and the formation of the Professional Aromatherapy Diploma syllabus in 1988. Their quality mark is recognised globally as professionalism and excellence within the field.
Q: Do LLIO products contain preservatives?
LLIO products contain no water - just healthy oils, therefore there is no need for nasty preservatives to be added to the products. We recommend you store our products away from direct sunlight, ideally in a cool dark place. We are proud that our products are 100% free from synthetic fragrances, artificial colours, sulphates, parabens and mineral oils.
Q: Do LLIO products contain alcohol?
LLIO products contain no alcohol.
Q: How do I sign up to receive news/offers/promotions?
You will have the option to sign up to our newsletter when creating your online account or alternatively you can look at our homepage to enter your details.
Q: What are your payment options?
We offer PayPal and Sagepay as our secure payment options. We accept all types of credit/debit cards excluding American Express.
My account/my orders:
Q: How do I request for my password to be reset?
This can be easily actioned by clicking the “forgot my password” link when attempting to sign into your account.
Q: Can I check out as a guest? 
Yes, guest checkout is also an option however, we recommend signing up to our newsletter so that you are the first to know of our offers, news and exclusives.
Q: How do I change an item or quantity on my order? 
If you require changing your incorrect order, please contact customer services immediately on nia@llio.love who will be able to help you with your next steps.
Q: Where is my order?
Delivery times may vary depending on the delivery option you chose at the checkout and the location. Tracking details will be added to your account where you are able to view these logging in.
Q: I have not received my order? 
If you have not received your order within the timeframe, please email nia@llio.love.
Q: I have received my order but the item is incorrect? 
If you have received an incorrect item in your order please call the customer service team on nia@llio.love and we will be happy to get this rectified immediately.
Q: My product is faulty, what do I do? 
If your item is damaged please email the customer service team on nia@llio.love and they will inform you on the next steps you need to take. Please do not send products without speaking to a member of the customer service team.
Q: I have returned my order – how long for a refund? 
We advise with all returns requiring a refund this will take up to 14 working days.
Delivery:
Q: Do you offer next day delivery? 
Yes, we offer next day deliver in the UK. For outside of the UK please email nia@llio.love.
Q: Do you ship internationally? 
Yes, absolutely, please check our delivery rates or email nia@llio.love.