FAQ
Frequently Asked Questions
✨ GENERAL
What is Lovely Lemon Co?
We're a skincare company rooted in real results, real ingredients, and real friendship. Everything we make—from our best-selling Girly Bar to our lip balms—is handcrafted with care by a team that genuinely loves what they do.
Where are your products made?
All of our products are handmade in small batches in the USA.
Are your products safe for sensitive skin?
Many customers with sensitive skin enjoy our products. We use simple, nourishing ingredients and avoid unnecessary fillers. However, everyone's skin is different, so we always recommend patch testing any new skincare product before regular use.
We use phthalate-free fragrances in many of our products.
💡 BRAND QUESTIONS
Did you used to be Say It Scents?
Yes! Lovely Lemon Co originally began as Say It Scents, where our founder, Kiersten, made products by hand in her garage.
As the company grew, the brand evolved into Lovely Lemon Co. We've expanded our product line, improved our formulas, upgraded our packaging, and built a team to support our growing community.
Do you still carry Say It Scents products?
No. All products are now sold exclusively under the Lovely Lemon Co brand.
When I send an email, am I talking to Kiersten?
Not directly. While Kiersten remains actively involved in the company, our customer experience team handles customer support and is fully trained to assist with questions, concerns, and order issues.
📦 ORDERS & SHIPPING
How long does shipping take?
All of our products are made in-house and made to order.
Please allow approximately 3–4 weeks for order processing before shipment.
Processing times are estimates and may vary based on order volume, inventory availability, product launches, holidays, and other operational factors.
Once your order ships, you'll receive a tracking email with shipment details.
Can I cancel my order?
Yes. Orders may be canceled within 24 hours of purchase.
After the 24-hour cancellation window has expired, orders enter our production and fulfillment queue and can no longer be canceled.
Can I change my shipping address after placing an order?
If your order was placed within the last 24 hours, contact our customer support team immediately.
Once an order has entered production or fulfillment, we cannot guarantee address changes.
What if I entered the wrong shipping address?
Customers are responsible for providing a complete and accurate shipping address at checkout.
Lovely Lemon Co is not responsible for packages delivered to an incorrect address provided by the customer.
What if my package is delayed?
Once a package has been transferred to the shipping carrier, shipping times are outside of our control.
Carrier delays do not qualify orders for refunds.
What if my tracking says delivered but I can't find my package?
If your package appears missing:
• Check around your property.
• Ask household members if they accepted the package.
• Check with neighbors.
• Contact the shipping carrier directly.
Lovely Lemon Co is not responsible for packages marked as delivered by the carrier.
Do you ship internationally?
Not at this time, but we hope to offer international shipping in the future.
What if my package arrives damaged?
Please contact us at support@lovelylemonco.com within 7 days of delivery.
Include photos of:
• The damaged product
• The packaging
• The shipping label
Once verified, we may provide a replacement product, store credit, or another appropriate resolution.
🔁 RETURNS, REFUNDS & SUBSCRIPTIONS
What's your return policy?
Due to the personal nature of skincare and body care products, we do not accept returns.
For health and safety reasons, products cannot be returned once delivered, opened, or used.
When are refunds available?
Refunds may be issued only in limited circumstances, including:
• Orders canceled within 24 hours of purchase
• Verified damaged or defective items
• Other situations where a refund is required by applicable law
What if I don't like the scent I ordered?
We understand that scent preferences are personal, and shopping online can make it difficult to choose the perfect fragrance.
If you receive a product and discover the scent isn't the right fit, contact our customer support team within 14 days of delivery.
While we do not offer refunds or free full-size replacements based solely on scent preference, eligible customers may choose one of the following options:
• A $10 mini sampler pack offer to help explore additional fragrances
• A $10 store credit toward a future purchase
This offer is limited to one (1) scent preference accommodation per customer lifetime and may not be combined with other offers or promotions.
Can I skip, pause, swap, or cancel my subscription?
Yes. You can manage your subscription directly through your customer portal.
Subscription customers may skip, pause, swap, modify, or cancel future subscription orders at any time before the subscription management deadline.
When do I need to cancel my subscription?
To avoid being charged for an upcoming subscription order, all subscription cancellations, pauses, skips, swaps, or modifications must be completed at least seven (7) days before your next scheduled billing date.
Are subscription renewal charges refundable?
No.
Subscription renewal charges are non-refundable.
Once a subscription renewal has been processed, generated, or submitted for fulfillment, it cannot be canceled or refunded.
What happens if a subscription scent is discontinued?
Occasionally, subscription products or scents may be discontinued.
If a product in your subscription is discontinued, it is your responsibility to update your scent selection before your next renewal date.
If no replacement is selected before renewal, Lovely Lemon Co reserves the right to substitute the discontinued item with another available scent.
🌸 GIRLY BAR FAQ
What is the Girly Bar used for?
The Girly Bar is our best-selling soap designed specifically for intimate hygiene.
It contains ingredients selected to help reduce odor, support freshness, and gently cleanse without harsh ingredients.
Is the Girly Bar pH balanced?
The Girly Bar is not artificially pH-adjusted like some synthetic cleansers.
Instead, it is formulated with gentle ingredients selected to support your body's natural balance.
Can I use it every day?
Yes. The Girly Bar is designed for daily use.
Use externally only. Lather, cleanse, and rinse thoroughly.
Is it only for women?
No.
While it was originally formulated with feminine hygiene in mind, many customers use it anywhere they want to feel fresh and clean.
Will it help with odor?
Many customers report feeling fresher when using the Girly Bar as part of their daily hygiene routine.
It is designed to help cleanse away odor-causing buildup while supporting your body's natural balance.
Can I use it while pregnant or postpartum?
We always recommend consulting your healthcare provider regarding any personal care products during pregnancy or postpartum recovery.
Many customers have successfully used the Girly Bar during these stages.
Can teens use it?
Yes. Many parents choose the Girly Bar as a gentle option for teens who are developing personal hygiene routines.
Why does it have a natural scent?
The Girly Bar contains naturally derived ingredients that contribute to its scent profile.
We do not add fragrance to mask those ingredients because many customers prefer a more natural approach to intimate care.