Customer Service | Frequently Asked Questions | LovelySkin

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Frequently Asked Questions


Why can’t I order certain products online? Why must I contact you to place my order?

Sometimes we must sell products in accordance to strict guidelines, such as requiring a consultation prior to the purchase of a certain product. These requirements are set by the manufacturer and must be met for us to be able to sell you the product.

The brands and products currently under this provision are: Clarisonic Pro, NuFace Pro, Tensage and Jan Marini Duality MD. Please contact us to order these products.

I can’t find a certain product on your website. Are you able to sell this product?

If your product is:

A prescription-only product, we are not able to sell it online. You’ll need to look to your physician to purchase that product!

From a product line we do not carry, please email us to request we start carrying that product line. We love customer feedback and are constantly working to provide the products you want and need the most.

From a product line we DO carry, please email us to see whether this product has been discontinued or if it has undergone a name change. If it is not discontinued, we will likely be able to offer it on the website.

I'd like to try a product before purchasing. How can I get a sample?

We offer free samples with every order! Our selection changes daily, so there's always something new to try. If you’d like to purchase samples, we currently reserve this option only for the color-matching of Oxygenetix foundations.

I noticed you don't carry _____. Can you get it?

We're always interested and on the lookout for new brands to add to our site. Make your product suggestion here and we’ll forward it to our marketing team for consideration.

Do you offer price-matching?

We are dedicated to offering our customers a unique, dedicated experience that includes free shipping, rewards points, exclusive discounts and free gifts with purchase. For this reason, we do not offer price-matching at this time.

How do I buy a LovelySkin gift card?

Purchase LovelySkin gift cards here.

How do I check my gift card balance?

If it's your first time using the card, you’ll have to call our Customer Care team to check the balance. Once you've used the card, just login to your account and check the "Gift Cards" section to find the available remaining balance.

Why is this brand/product always excluded from sales?

Many of our manufacturers do not allow discounting. When we work with these companies, we usually try to do whatever we can to offer you an exclusive deal, whether that's an incredible free gift, bonus samples or 10% back in rewards.

When will I receive my purchased pre-order product?

Any product that is pre-ordered on will ship separately via Standard Free shipping from any other products in the same order that are available to ship at time of purchase. A pre-order product ship date is displayed on the product page. Once purchased the ship date is also noted on your order confirmation email. You will receive a shipment confirmation email when your pre-order item ships. If you’d like your pre-ordered product to arrive faster than it would with Standard Free shipping, please contact our Customer Care Team a minimum of 3 days before the final ship date.

How do I know what products are right for my skin?

Our Customer Care staff includes trained aestheticians and product experts that are willing to give you the best possible recommendations for your skin. Just contact us with any questions!

Do you have a store location?

Our flagship retail store is located in Omaha, Nebraska. We'll let you know when we expand to other states – in the meantime, we offer free shipping on all orders.

Do you offer gift wrapping?

We will occasionally offer gift wrapping during select holiday seasons. At this time, we do not offer gift wrapping/gift receipts on most orders.


What's the difference between a promotional code and a gift card?

Promotional codes are used to apply a discount or a gift to your purchase.

Gift cards and rewards certificates are used to pay for your purchase.

Where do I enter my promotional code information?

You can enter your promotional code in your shopping cart and while checking out. In your shopping cart, enter the promotional code in the box next to your order summary and click enter. Your discount will be automatically applied to your account. While checking out, the promotional (or promo) code area will be underneath the order summary in the right column of the page. The promo code area will either display the promo code previously added in your shopping experience, or show an expandable link which will then display a text box to enter your promo code and an “apply” button to apply the promo code. If a promotional code is already displayed here, you may click the “X” icon to remove it, and add a different promo code.

Promo code entry in the shopping cart Promo code entry at checkout
A promo code can be entered in the shopping cart or at checkout.

Where do I enter my gift card or rewards certificate information?

Once you are done shopping and ready to check-out, you can apply your gift card or rewards information. Here’s how you do that:
After you complete the shipping and delivery option steps, you will be brought to the payment step. Underneath the Credit Card and Payment options, you will see Add Gift Cards / Rewards Certificates. Click the link and a text box will appear underneath where you can apply your gift card or rewards certificate number. Enter the number into the box and click Apply. Your gift card or rewards certificate will be automatically applied to your account.

Enter your rewards certificate in the payment step of checkout underneath the credit card payment section.
Special note: Rewards certificates will display here automatically during checkout.

Why isn't my promotional code working?

First, you'll want to double-check and make sure you’ve properly applied the promotional code. After typing in your code on the shopping cart page, click the "apply promo" button.

All discounts are taken off of the regular price. If you are a Gold, Platinum or Diamond customer, any discount codes that are greater than your Everyday Discount will take the place of your typical percentage off. You cannot stack multiple discount codes on top of each other.

If you have clicked through to our site through a special email or advertisement, it's possible that a promotional code has been automatically applied to your purchase. Additionally, select promotions may automatically qualify for a free gift or discount. You can always see any pre-applied promo codes and free gifts in your shopping cart.

Promotional codes can also be specific to certain products, brands, dates, and purchase requirements. If you are experiencing an error with your promotional code, please refer back to where you received it and check for excluded brands/products, spending requirements, or expiration dates. Please note that many promo codes on third-party sites are often invalid, expired or incorrect. For questions or assistance with a promotional code, please contact customer service.

Can I enter multiple promotional codes?

In order to maintain low prices, free shipping, and free samples on all orders, we can only allow for one promotional code per order.

Where can I get a promotional code?

LovelySkin customers that sign up for a free account receive emails with discounts and promotional information on a regular basis. If you’d like to receive these emails, please sign up for a free account to get added to the mailing list. You can also manage your subscription preferences here.

We also offer exclusive promotions to our Facebook, Twitter and Instagram followers, so those are also great places to check.

How can I find the status of my order?

Each LovelySkin member has the ability to login to their account and see their entire order history and order details. Guest customers that choose not to create an account may visit: and search their order by entering the email used when making their purchase and the order confirmation number associated with the purchase. The order confirmation number will be provided on the order confirmation page and in the order confirmation email sent within 2-5 minutes of purchase.

My item is on backorder; when will I receive it?

Sorry about the wait! It all depends on the manufacturer. We know it can be hard to wait for a backordered item, so when a product goes on backorder, we display the date it is expected to arrive in our offices on the product’s description page. We also send weekly updates to customers with backordered items. If your patience wears thin, no worries - we can suggest alternative products if you'd like something similar.

What is PayPal and how do I use it?

PayPal is a safe, convenient way to pay for purchases online. PayPal will securely store your personal and credit card information which can be used to make purchases without revealing this information to us. For customers who make a lot of online purchases, this process easily transmit your information. For most users, we recommend using our Secure Checkout, but if you prefer to use PayPal, you can click on the "Check out with PayPal" button on the shopping cart page and follow the steps they provide.

What payments do you accept?

Please check our Accepted Payment Methods page for full details.

I'm having trouble with my credit card information.

If you receive an error message during checkout, please double check that the billing address you provided is the same as the billing address associated with your bank account. If that information is correct, try re-entering your CVN or security code and make sure that the card is current and valid. If you’re still having trouble with your card, please contact your financial institution for further assistance or give us a call at 402-697-1100.

I entered my gift card information/applied my rewards certificate. Why is it still asking me for my credit card number?

Your gift card or rewards certificate may not cover the full order total, which includes sales tax, shipping fees or any difference of the order. Please review the payment information and order total to confirm all the details are correct.

I haven’t received an order confirmation. Did my order go through?

An order confirmation email is sent as soon as you place your order. If you haven’t received it yet, please check in your spam/junk folders. You’ll also want to add to your contacts so that future emails aren’t blocked. If you still haven't found an order confirmation email and are unsure whether your order went through, please email us with your inquiry, including your first and last name, and we'd be happy to check for you.

Do I have to pay sales tax?

In the Supreme Court decision regarding South Dakota vs. Wayfair, LovelySkin is obligated to collect state sales tax for purchases made on the website.

Do keep in mind that all consumers are responsible for remitting any unpaid sales tax on online purchases to their state. Please check with your local government for the rules and regulations in your area.


Has my order been shipped?

Once your order has been shipped, you will receive a shipping confirmation email that contains tracking information. You can also login to your account at any time to see the current status of your order. For more information regarding shipping, please see our Shipping Information page.

Do you ship internationally?

In most cases, yes. Check out our International Orders page for all the information you need for placing and shipping an international order.

When will my order arrive?

For most orders, you will receive tracking information via email. You can also login to your account at any time to see the current status of your order. If you have chosen our standard free shipping, your package will typically arrive in 2-5 business days. Please note that business days do not include Saturdays, Sundays or federal holidays. For more details, please see our Shipping Information page.


Part of my order is missing/broken/damaged.

We sincerely apologize! Please contact us within 14 days of delivery to remedy the problem. If the product is broken or damaged, make sure to keep the box, packaging materials and broken/damaged items for inspection by the carrier. Returns made as a result of our error will not count towards your total return limit.

I'm having a reaction to a product. Can I return it?

Something we hear often is that customers are breaking out or having a reaction to a new product. Please know that this is actually very typical. When you begin using any new product or regimen, your skin can acclimate to new ingredients in a variety of ways. Tingling, redness, flaky skin and even purging are common skin responses to unfamiliar ingredients. Purging, especially, means that a product is bringing skin impurities to the surface to be expelled, which often results in breakouts – but in the end, this process is often well worth it.

Additionally, irritation can occasionally occur if the product is being used incorrectly or with other products not suitable for use together. We'd be happy to help you in determining the nature of your reaction – just give us a quick call!

If there isn’t another solution, we’d be happy to issue a refund for the product as long as it falls into the guidelines of our Return Policy.

The pump on my product isn't working.

We hear this a lot with products that feature an “airless pump” system. Products containing an airless pump do not use a straw like most containers, but rather a vacuum system. When using these products for the first time, you will need to prime the pump to expel excess air. To do so, cover the opening where the formula is dispensed with your finger and slowly pump 10-15 times. This will expel any excess air and "jump start" the product. If at any time your pump stops working, repeat the priming process.

If priming does not work, turn your product over to find a very small hole at the bottom of the bottle. Try inserting a paper clip into this hole to raise the floor of the product and trigger the pump. Watch our video demonstration of this process.

If I have items on backorder, can I cancel/exchange the order?

Each backordered product is marked on our site, along with its estimated time of arrival. If you have ordered a product that is temporarily out of stock and want to cancel or exchange the backordered product, contact customer service at 402-697-1100 and we'll take care of it for you.

Account Details

I forgot my password, how do I login?

If you've forgotten your password, just click the “Forgot Your Password?” below the account sign-in form. You will be taken to a page that asks you to enter in your email address twice for verification. Enter your email address, then click “Reset Password.” An email containing a reset link will be sent to the email address you provided. If you did not receive an email, please check your spam folder and make sure to add to your contact list. Click on the link provided in the email to reset your password. This will take you to a page that will allow you to enter your new password. Once you have changed your password, you will be able to login to your account with your email address and your new password.

How do I update my account information?

You can edit your account details at any time once you login to your account.

I'm not receiving emails from LovelySkin.

If you are not receiving emails from us, please check in your spam/junk folders. You’ll also want to add to your contacts so that future emails aren't blocked. If you're still having trouble receiving emails, please contact us.

I'd like to unsubscribe from your list.

We're so sorry to see you go! If you'd like to manage the frequency of your emails or unsubscribe, just click the "unsubscribe" button at the bottom of any of our emails.

I left a review on a product and I'd like to change it.

If your review hasn't been approved, you can edit your review by logging into your account and clicking the "Reviews" tab. If your review has already been approved, you'll have to contact us to make any edits.


How many rewards points do I have?

Login to your account page to see your current rewards points and member status.

When will I get my rewards certificate?

Rewards Certificates are issued quarterly. Please consult the following chart:

Earnings Period Reward Certificates Sent
Jan. 1 – Mar. 30 April
Apr. 1 – Jun. 30 July
Jul. 1 – Sep. 30 October
Oct. 1 – Dec. 31 January

For more information on the Rewards Points program, click here.

How are my rewards points and certificates calculated?

Check out our rewards points page for the full information on this program.

How do I use my rewards certificate?

Rewards certificates are issued at the end of every quarter. Once you’ve been issued a rewards certificate, it is automatically applied as a method of payment on your next purchase. You can always opt out of using the rewards certificate on that purchase, but they are only valid for three months after the date of issue.

Are rewards points/certificates transferrable?

No. Rewards points and rewards certificates can only be issued to the account that earned them.

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Customer Care Hours
Mon - Thur 9 - 6 p.m. CT
Friday 9 - 5 p.m. CT
Sat 9 - 3 p.m. CT
Sun / Holidays Closed