Luyana Skincare Sample Sale FAQ
Frequently Asked Questions
You can reach us at hello@luyanaskincare.com for any queries.
Please note: Due to the high volume of orders during the sample sale, please allow 10-14 working days for your order to be packed, dispatched, and for tracking information to be provided. We will do our best to ship your order as quickly as possible.
A: Each year, we host a one-off Sample Sale, where distressed stock (packaging only, the products are perfect) is offered at up to 60% off. This exclusive sale is available to the public online for 24 hours only. (EU Only*)
Sample Sale stock can be identified online by the circle label "Sample Sale" on the product listing. If the product listing does not have this label, it is not sample sale stock.
Sample Sale (24hrs only):
Date: 29th March
Europe:
CET: Starts Midnight on 29th March
Q: How long will my Sample Sale order take to arrive?
A: Delivery times vary by country. Due to the high volume of sample sale orders, shipments will be processed within 10 to 14 days. Shipping delays are possible, but we’ll keep you updated on any delays or issues as soon as we are informed.
A: We are pleased to offer a range of discounts up to 60% off of selected sample sale stock this year.
A: Sample Sale products are being sold at a generous discount due to one or more of the following reasons:
- Old retail stickers or barcodes on the product label
- Discontinued formulations (this does not impact the efficacy of the products, we are continually improving our formulations to incorporate new exciting ingredients as we discover them)
- Damaged print on the bottle
- Scratches or marks on the cap or label
- Sediment or discoloration of oil - this does not affect the oil, it’s just a natural reaction between some ingredients
- Old packaging or label designs, the selection made at random
- African Black Soap Cleansers Only: different pump caps, to replace faulty caps from a particular batch
Q: Can I adjust my order/order details?
A: To ensure you receive your order as quickly as possible, once it has been fulfilled, your order is final and CANNOT be changed.
Q: How do I track my order?
A: Once your order has been dispatched (please allow up to 10 - 14 working days to arrive), you will receive a shipping confirmation email with a tracking number. Please allow up to 48 hours for the tracking number to load as it can sometimes take some time for our couriers to update your parcel movement in their systems.
If you have not received your tracking number within 14 days of placing your order, please get in touch with us at hello@luyanaskincare.com
Tracking by country:
EU orders will be dispatched from Denmark. When your order is shipped, you will receive track and trace information. The information available in the tracking process once it reaches your country will vary depending on the carrier.
Q: Do you offer returns on Sample Sale?
A: We do NOT offer returns on Sample Sale orders, so please choose carefully.
We can however assess return requests on a case-by-case basis.
If a return is approved, the customer will be responsible for paying for the return shipping. Goods must be returned within 14 days of receiving the order.
Please email hello@luyanaskincare.com regarding returns.
Q: Can I use a discount code on my sample sale order?
A: No - Discount codes cannot be applied to items in our sample sale.
Q: Can I combine my orders?
A: Due to the high volume of orders, we are unable to change or combine orders. If you have placed multiple orders, these will be shipped separately. Through our Order Editing function, you can edit your delivery address within 30 minutes of placing your order, however, this does not accommodate merging or combining orders, or changing items within the order.
Q: I just missed out on the sample sale. Am I able to receive the discount after the sale has ended?
A: Unfortunately, our sample sale is only available for a limited time, and we’re unable to extend the discount beyond this timeframe.
Q: I am unhappy with my product. What can be done about this?
A: We're sorry to hear you're not satisfied with your sample sale purchase! Please note that all items in our sample sale have slight imperfections, which is why they are offered at up to 60% off.
Please contact hello@luyanaskincare.com with your concerns, including your order number and a photo, and we’ll do our best to assist you.
A: Due to shipping restrictions in some countries, our shipping territories are currently limited. We're working on a solution for future sample sales.
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