LUSOO care
Hi — how can we help you glow?
Get answers to common questions, track your order, or reach our team directly — we're here for you.
Real humans on the team — we usually reply within 24 hours
Where's my glow?
Track your LUSOO order
Enter the tracking number from your shipping confirmation email to see live carrier tracking. Orders are usually processed within 1–3 business days, and your tracking number arrives by email once your order ships.
Please enter a tracking number.
Talk to us
Reach the LUSOO team
Question that isn't covered below? Pick whatever's easiest — we read every message.
Send a message
Tell us what's up and we'll reply by email, usually within 24 hours.
Email us
Prefer your own inbox? Write to us anytime — include your order number if you have one.
Good to know
Frequently asked
The quick answers. Still stuck? The team's one message away.
01
Orders & shipping
When will my order ship?
We usually prepare orders within 1–2 business days after payment confirmation. During launches, promotions, or holidays, processing may take up to 4 business days.
Orders placed on weekends or U.S. federal holidays begin processing the next business day.
How long does delivery take?
Once your order ships, estimated delivery times are:
- United States — Standard: 3–5 business days
- United States — Expedited: 1–3 business days, where available
- International: 5–10 business days
These estimates exclude order processing. Customs, weather, and carrier delays may affect delivery.
How do I track my order?
Use the tracking number from your shipping confirmation email in the order tracker above. Can't find it? Email hey@lusoo.co and we'll look it up for you.
Can I change or cancel my order after placing it?
Email hey@lusoo.co immediately with your order number. We can only cancel orders before processing begins.
For address corrections or other changes, we’ll check whether we can help before dispatch. Changes aren’t guaranteed.
Do you ship internationally?
Yes, we offer international shipping. To check availability for your destination, contact hey@lusoo.co before ordering.
02
Subscriptions
How do I manage or cancel my subscription?
Log in to your account to manage your subscription anytime — skip a delivery, change how often it arrives, update your address, or cancel. Prefer a hand? Email hey@lusoo.co and we'll take care of it. To avoid another charge, cancel before your next renewal is processed.
I was charged for a renewal I wasn’t expecting — what now?
Contact hey@lusoo.co so we can review the charge. Renewals processed outside the 30-day guarantee window aren’t eligible for refunds under our policy.
The website says I don’t have a subscription, but I’m still being charged?
Send hey@lusoo.co your checkout email and charge details so we can investigate. Please don’t send full card details.
03
Product & safety
How often should I use the product?
Use the LUSOO Salmon PDRN Collagen Mask 2–3 nights a week.
Apply to cleansed skin, lower piece first, then the upper piece. Leave on until the gel turns clear—usually around 3–4 hours, or overnight. Peel off and gently press any remaining essence into your skin.
Are the masks suitable for sensitive skin?
The formula is designed to be gentle, but everyone’s skin is different. We recommend patch-testing before your first use and discontinuing use if irritation occurs.
Can I use them while pregnant or breastfeeding?
Please check with your healthcare professional before adding the mask to your routine. Share the full ingredient list so they can advise based on your individual needs.
04
Returns & policy
What’s your return policy?
For orders purchased directly from lusoo.co, submit refund requests within 30 days of delivery, including your reason for dissatisfaction. Requests are reviewed individually; eligibility conditions apply and approval isn’t automatic.
How do I start a return or refund?
Email hey@lusoo.co with your order number and reason. We’ll review your request within 1–2 business days and confirm next steps.
You cover return shipping unless we made an error or supplied a defective or incorrect item.
My order arrived damaged. What do I do?
Contact hey@lusoo.co promptly with your order number and photos of the product and packaging. After verification, we’ll arrange a replacement or refund.
When will I receive my refund?
Approved refunds are processed to your original payment method within 5–10 business days. Final posting time depends on your bank or card provider.
I think I was charged but don’t see an order — help?
Send hey@lusoo.co your checkout email, charge date, and amount so we can investigate. Please don’t send full card details.
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Tips, restocks & little treats
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