FAQ

Laurielle FAQ

Your Laurielle Experience

What can I expect when I shop with Laurielle?

We aim to make your experience clear and supported from checkout through delivery and beyond.

You can expect:

  • Secure checkout
  • Order confirmation by email
  • Tracking once your order ships
  • Direct support if your delivery is delayed, damaged or incomplete
  • Product setup and usage guidance
  • Ongoing warranty assistance
  • Straightforward help with eligible returns, refunds, replacements and store credit

Our responsibility does not end when your payment is processed. We remain available after your product arrives.

How can I contact Laurielle?

You can reach us through:

  • Email: info@laurielle.store
  • The Contact page on our website
  • The WhatsApp support button available on the site

Please include your order number when contacting us about an existing order so we can assist you more quickly.

Will Laurielle help me use my product after delivery?

Yes. We can help with:

  • Product setup
  • Usage instructions
  • Routine guidance
  • Troubleshooting
  • Charging and product care
  • Warranty questions
  • Choosing compatible Laurielle skincare

You are welcome to contact us whenever something is unclear.

The Laurielle Ritual

What is Laurielle?

Laurielle creates elegant at-home beauty tools, LED skincare devices and restorative skincare designed to make daily care feel clear, calm and intentional.

Our approach combines modern beauty technology with the simplicity of a traditional vanity ritual.

Laurielle is not about chasing youth. It is about caring well for the skin you have now.

Not younger. More you.

Who is Laurielle for?

Laurielle is for women who want a thoughtful, manageable skincare ritual without fear-based anti-aging language or exaggerated promises.

Our products are designed for customers seeking support for concerns such as:

  • Dry or dehydrated-looking skin
  • Dullness
  • Tired-looking skin
  • Uneven-looking texture
  • Puffiness
  • Fine lines
  • Firmer-looking support
  • A more consistent at-home routine

Individual suitability varies by product, so always review the instructions and safety guidance on the relevant product page.

What is the Laurielle ritual?

The Laurielle ritual follows five simple stages:

  1. Prepare — cleanse your skin and prepare the products you will use.
  2. Illuminate — use your Laurielle LED or red-light beauty tool according to its instructions.
  3. Restore — apply the appropriate serum or skincare treatment.
  4. Seal — finish with moisturiser or Night Veil where suitable.
  5. Repeat — maintain a gentle, consistent routine.

Some devices are used on clean, dry skin, while others require a water-based serum or glide product. Follow the instructions for your specific device.

How long does the ritual take?

Most Laurielle routines take approximately 5 to 15 minutes, depending on the device and treatment selected.

A handheld wand session may take around five minutes, while an LED mask session may take approximately 10 to 15 minutes.

Which Laurielle tool is right for me?

The right product depends on how you prefer to use it and the areas you want to treat.

Glow Wand Pro
An everyday handheld beauty tool for face and neck rituals, combining red light with features such as gentle warmth and vibration.

Glow Wand Mini
A compact, travel-friendly option for shorter and more portable routines.

Pro Series 1
An advanced wand with additional modes and features such as EMS microcurrent and a digital display, subject to the specifications listed on its product page.

Pro Series 2
Designed with a wider, contoured head for areas such as the neck, jawline and décolleté.

Glow Ultra and Glow Ultimate LED Masks
Hands-free LED options for customers who prefer to relax during their session rather than glide a handheld device.

Gua Sha and facial rollers
Manual facial massage tools for sculpting, cooling and de-puffing rituals.

Glide Serum
A lightweight serum designed to help compatible handheld tools move smoothly over the skin.

Review each product page for exact features, modes and recommended use.

What are the Glow Ritual bundles?

Glow Ritual bundles combine selected Laurielle tools and skincare products into complete routines.

They are designed to:

  • Simplify product selection
  • Create a coordinated ritual
  • Offer better value than purchasing each included item separately, where stated

The exact products and savings vary by bundle.

What is Laurielle Glide Serum?

Laurielle Glide Serum is a lightweight, hydrating serum formulated to provide slip for compatible handheld beauty tools.

It helps the tool move comfortably across the skin without unnecessary pulling.

Use it only with devices that are intended to be used with a serum or conductive glide product.

Does the Glow Wand Pro include a free Glide Serum?

Yes, where the offer is shown on the Glow Wand Pro product page.

Add the Glow Wand Pro and the qualifying full-size Glide Serum to your cart. The serum should be reduced to $0 automatically at checkout.

Promotional availability and terms may change, so confirm the offer in your cart before completing payment.

Using Your Laurielle Products

How do I use the Glow Wand Pro or Glow Wand Mini?

Unless the product instructions state otherwise:

  1. Begin with clean skin.
  2. Apply a water-based glide serum or gel.
  3. Switch on the device and select the appropriate mode.
  4. Move the device gently upward and outward across the face and neck.
  5. Avoid holding the device in one place for an extended period.
  6. Follow the recommended session duration in the user guide.
  7. Clean the treatment head after use.

Do not use the device over broken, inflamed or irritated skin.

How do I use the Glow Ultra LED mask?

  1. Begin with clean, dry skin.
  2. Position and secure the mask comfortably.
  3. Select the appropriate mode.
  4. Keep your eyes closed and relax for the recommended session time.
  5. Remove the mask.
  6. Follow with your serum and moisturiser.

Do not place heavy oils directly beneath the mask unless the product instructions specifically permit this.

How do I use a gua sha tool?

  1. Apply enough facial oil or serum to prevent pulling.
  2. Hold the tool almost flat against the skin.
  3. Use gentle upward and outward strokes.
  4. Work slowly along the neck, jawline, cheeks and forehead.
  5. Clean the tool after every use.

Avoid excessive pressure.

How do I use a facial or ice roller?

Chill the roller if the product is designed for cooling use.

Glide it gently across the face and neck using upward and outward movements. It can be used as part of a refreshing morning ritual or whenever the skin feels puffy.

Follow the storage instructions supplied with the product. Do not freeze a tool unless it is specifically designed for freezer storage.

How often should I use Laurielle tools?

Recommended frequency depends on the product.

As a general guide:

  • Handheld beauty tools: approximately 3 to 5 times per week
  • LED masks: approximately 3 to 5 times per week
  • Gua sha and facial rollers: may be used more frequently when used gently
  • Cooling tools: may be used daily if comfortable and used according to instructions

More frequent use does not necessarily produce faster results. Follow the product-specific guidance.

Can I use Laurielle tools with my existing skincare?

In many cases, yes.

For handheld wands, use a suitable water-based serum or glide gel if the device requires slip.

For LED masks, clean, dry skin is generally preferred unless the user guide says otherwise.

Avoid using incompatible acids, retinoids or highly irritating treatments immediately before a device session if this increases sensitivity. When uncertain, consult your skincare professional or healthcare provider.

Can I use more than one Laurielle tool in the same routine?

Potentially, but avoid over-treating your skin.

For example, you may use an LED session and follow it with gentle facial massage, provided your skin remains comfortable and the individual product instructions allow it.

Introduce new tools gradually rather than using several intense treatments at once.

Results and Expectations

What can I expect after one ritual?

After one ritual, your skin may feel:

  • More cared for
  • Refreshed
  • Hydrated
  • Comfortable
  • Temporarily de-puffed
  • Softer or more luminous-looking

One session should not be expected to create dramatic or permanent change.

How long does it take to see results?

Some customers notice an immediate refreshed or de-puffed appearance.

More gradual appearance changes usually depend on:

  • Consistent use
  • The device used
  • Skin condition
  • Supporting skincare
  • Lifestyle
  • Individual response

Results vary from person to person.

Will Laurielle products erase wrinkles or create an instant facelift?

No.

Laurielle does not promise to erase wrinkles, reverse aging or produce an instant facelift.

Our products are designed to support the appearance of skin that looks more hydrated, radiant, smooth, refreshed and firmer-looking with appropriate and consistent use.

Red Light and Safety

What is red-light beauty care?

Red and near-infrared wavelengths are used in some at-home beauty devices as part of skincare routines intended to support the appearance of smoother, more radiant and firmer-looking skin.

The exact wavelengths and features vary by device and are listed on the relevant product page.

Laurielle beauty tools are intended for cosmetic use and should not be used to diagnose, treat or cure a medical condition.

Are Laurielle devices medical devices?

Unless a specific product page clearly states otherwise, Laurielle products should be treated as cosmetic beauty devices rather than medical equipment.

They are not a replacement for diagnosis, medical treatment or professional dermatological care.

Is LED light safe for my eyes?

Follow the eye-safety instructions supplied with the device.

For LED masks:

  • Keep your eyes closed during use
  • Use the included eye protection where provided
  • Do not stare directly into the LEDs
  • Stop using the device if you experience discomfort

Consult a healthcare professional before use if you have an eye condition, photosensitivity or take medication that increases sensitivity to light.

Who should not use Laurielle electronic tools?

Do not use a device without medical guidance if you:

  • Are pregnant
  • Have epilepsy or a history of light-triggered seizures
  • Have a pacemaker or implanted electronic device
  • Have a heart condition
  • Have metal implants in the treatment area
  • Have a condition affected by light, heat, vibration or electrical stimulation
  • Take photosensitising medication
  • Have an active skin condition or unexplained lesion
  • Have recently undergone a cosmetic or surgical procedure

Do not use devices over broken, infected, severely irritated or inflamed skin.

Always follow the product-specific safety instructions.

What should I do if my skin becomes irritated?

Stop using the device or product.

Allow your skin to settle and avoid introducing additional active skincare. If irritation continues or becomes severe, seek advice from a qualified healthcare professional.

Contact Laurielle support if you need help reviewing the product instructions.

Charging and Product Care

Are Laurielle electronic devices cordless?

Laurielle electronic beauty devices are rechargeable and designed for cordless use unless a product page states otherwise.

Charging time and operating duration differ by device.

How do I charge my device?

Use the charging cable supplied with the product and follow the instructions in the user guide.

Use a compatible standard power adapter where required. Do not use a damaged cable or charge the device in a wet environment.

How do I clean my device?

After switching the device off:

  • Wipe the treatment surface with a soft, slightly damp cloth where permitted
  • Remove serum residue
  • Do not immerse the device in water
  • Do not use abrasive or corrosive cleaners
  • Allow it to dry before storage or charging

Always follow the product-specific cleaning instructions.

How should I store my Laurielle products?

Store devices in a cool, dry location away from direct sunlight, excessive heat and moisture.

Keep skincare products tightly closed and follow any storage directions on their packaging.

Shipping and Orders

How much does shipping cost?

Laurielle currently offers free shipping on qualifying US orders as stated at checkout.

Any exceptions or special shipping costs will be shown before payment.

How quickly will my order be processed?

Orders are generally prepared for dispatch within one business day.

Orders placed on weekends or public holidays may begin processing on the next business day.

How long does delivery take?

Estimated delivery is generally 1 to 2 business days after dispatch where priority fulfilment is available.

Delivery times are estimates rather than guarantees and may be affected by:

  • Carrier delays
  • Severe weather
  • Peak shopping periods
  • Incorrect address details
  • Access issues at the delivery location

Your tracking link will provide the most current delivery information.

Where does Laurielle ship?

Laurielle currently ships within the United States.

How do I track my order?

Once your order has shipped, we will email you a tracking link.

Please check your spam or promotions folder if you do not see the message.

Can I change or cancel my order?

Contact info@laurielle.store as soon as possible.

Because orders may be processed quickly, changes or cancellations are only possible before the order has been packed or dispatched.

Once an order has shipped, it may need to follow the return process instead.

What should I do if my parcel is delayed?

First check the tracking link for the latest update.

If the parcel appears significantly delayed or has stopped updating, contact us with your order number. We will help review the shipment and explain the next step.

What if my order arrives damaged or incomplete?

Contact us promptly and include:

  • Your order number
  • A description of the issue
  • Clear photographs of the parcel and products
  • A photograph of the shipping label where relevant

We will review the issue and assist with an appropriate resolution.

Returns, Refunds and Store Credit

What is Laurielle’s return policy?

Eligible orders may be returned within 60 days of delivery under the conditions stated in our Refund Policy.

Contact info@laurielle.store before returning an item so we can provide instructions.

Can I return a product after opening or trying it?

Where permitted under the published 60-day return policy, eligible products may be returned even after being opened or reasonably tried.

Products that are damaged through misuse, excessively used, altered or returned incomplete may not qualify.

Review the Refund Policy for the full terms.

Does Laurielle cover return shipping?

Laurielle covers return shipping only where this is stated in the applicable return policy or where the return results from a verified Laurielle fulfilment or product issue.

Confirm the return arrangements with support before sending anything back.

Can I receive store credit instead of a refund?

Where eligible, store credit may be available as an alternative resolution.

Our support team will explain the options available for your specific order.

How long do refunds take?

Once an approved return has been received and inspected, the refund will be processed to the original payment method.

Your bank or payment provider may require additional time before the funds appear in your account.

Warranty

Do Laurielle electronic devices include a warranty?

Eligible Laurielle electronic devices include a one-year limited warranty from the date of delivery against qualifying manufacturing defects under normal use.

The warranty terms on the applicable product page or warranty policy govern each claim.

What does the warranty cover?

The limited warranty generally covers verified manufacturing defects affecting normal operation.

It does not generally cover:

  • Accidental damage
  • Misuse
  • Water damage
  • Unauthorised repair or modification
  • Cosmetic wear
  • Damage caused by incorrect charging
  • Failure to follow instructions
  • Normal battery degradation
  • Lost or stolen products

How do I make a warranty claim?

Email info@laurielle.store with:

  • Your order number
  • A description of the fault
  • Photographs or a short video showing the issue
  • Details of any troubleshooting already attempted

We will review the claim and explain the next step.

Will I receive a replacement?

Where a qualifying manufacturing defect is confirmed, the available resolution may include troubleshooting, repair, replacement or another remedy permitted by the warranty terms.

A replacement is not automatically issued before the issue has been assessed.

Does a replacement restart the warranty period?

Unless required by applicable law or expressly stated otherwise, a replacement product remains covered for the balance of the original warranty period.

Payments

What payment methods does Laurielle accept?

Laurielle accepts supported major credit cards, debit cards and digital wallets offered through Shopify’s secure checkout.

Available methods are displayed at checkout.

Is checkout secure?

Payments are processed through Shopify’s encrypted checkout environment.

Laurielle does not directly store your full card details.

When are taxes calculated?

Applicable taxes are calculated and displayed at checkout based on the order and delivery location.

Can I pay in instalments?

Eligible US customers may see Shop Pay Instalments on qualifying orders.

Availability, approval, payment schedules and order limits are determined by the instalment provider and displayed during checkout.

Laurielle does not control approval decisions.

Still Need Help?

I cannot find the answer I need. What should I do?

Contact us through:

Include your order number and a clear description of your question so we can assist you efficiently.

From checkout through delivery, setup, use and warranty support, we want you to feel informed and looked after.