We are dedicated to creating clinically supported, natural skincare products that deliver real, visible results. Our formulas are cruelty-free, dermatologically tested, and developed with over 98% naturally derived ingredients, ensuring both skin safety and a luxurious feel with every use.

Yes, Lione products are formulated with gentle, skin-loving ingredients, making them suitable for sensitive skin. Each product is dermatologically tested to ensure safety and efficacy.

We develop and produce all of our products in-house at our laboratory in Romania, adhering to the highest EU standards. We use clean, nature-based ingredients and ensure ethical, cruelty-free practices every step of the way.

We prioritize naturally derived ingredients and avoid unnecessary synthetic additives. All of our products are free from alcohol, parabens, and colorants. While some formulas include natural fragrances, they are carefully selected to be gentle and non-irritating.

Absolutely. We are committed to cruelty-free practices, ensuring that no products are tested on animals at any stage of development or production.

Lione offers a range of products designed to work synergistically. For optimal results, follow the recommended usage instructions provided on each product page or consult with our skincare specialists.

While all our products are formulated with gentle ingredients, free from alcohol, parabens, and colorants, we recommend consulting a healthcare provider before using new skincare during pregnancy or breastfeeding.

We ship locally from Europe to all EU countries and the UK, ensuring a seamless delivery process without any fees. We also offer worldwide shipping, making our products accessible to customers around the globe.

We partner with major international carriers and local courier services. Specific carriers vary based on destination. During checkout, you will be asked to select your preferred delivery method.

Shipping costs might apply based on destination country and will be calculated at checkout.

Yes, we offer free shipping to the EU, UK and US. However, shipping costs may vary based on order value or destination country. Please refer to our Shipping & Delivery page for more information.

Orders are processed and fulfilled daily, excluding weekends and public holidays. Typically, orders are shipped within 24-48 hours. Upon shipment, you will receive an email confirmation, including tracking number(s).

Please note that some orders may not ship within 48 hours due to incomplete order information, order verification processes, stock issues or billing delays.

For details on transit times, please refer to our shipping policy.

If you have checked out using an incorrect address, please contact our customer service team as soon as possible. We will do our best to update your order with the correct information. Prompt action increases the likelihood that we can make the necessary changes before your order is processed and dispatched.

Please be aware that if you purchase with us and choose to have your order shipped to a hotel or an Airbnb, Lione is not responsible for any parcels that cannot be located once delivery has been confirmed on your tracking link. It is your responsibility to ensure that you check the tracking link and are available at the time of delivery to receive the package.

Once your order has been dispatched, we will email you the tracking number along with a link to the tracking page where you can monitor its status. Additionally, if you have your order number and email, you can track your order directly in your account.

You won’t be charged additional customs fees or duties on your order.

For orders within the EU and UK, customs fees and duties are fully covered as we ship parcels from within EU. All our prices include tax.

For other international destinations, customs fees and duties may apply based on local regulations.

Although infrequent, there are occasions when your order may experience delays due to the following reasons:

• Billing and shipping addresses do not match.
• Order is awaiting credit approval and verification.
• A product is temporarily out of stock.
• Special customization is required.
• Order is being shipped to a remote location.
• Customs delays.
• Product backorders.
• Carrier backlogs.
  

For further information about your order status, please contact our customer support team.

We are not responsible for packages that are not returned back to us, damaged in transit, or destroyed by carriers due to being refused, unclaimed, undeliverable, or because of an incorrect or insufficient address provided during checkout. We strongly advise all customers to accept delivery to avoid any issues.

Refund requests for returned unclaimed items will incur a 50% restocking fee. Refund requests for unreturned, damaged, or destroyed packages will not be accepted. In some circumstances, you may request to have the package reshipped for a re-delivery fee to cover the postage costs of the new order.

Our goal is to ensure every order arrives safely and on time. Occasionally, unforeseen circumstances can cause delays during transit. We cover various courier errors, such as lost or damaged packages in transit, postage due errors, or misrouted packages when tracking information is unclear.

In the rare instances where a parcel is marked as delivered by the courier but not received, we are unable to reship the items or issue a refund. This policy applies if tracking details confirm delivery to the recipient’s address. Often, the package has been delivered but left in an unexpected location. We recommend contacting the courier or local post office to check if additional delivery details were provided, such as “left under the table on the back porch.”

If you encounter this situation, please contact us, and our support team will assist you promptly.

We offer customers 14 days from the date of delivery to return eligible items. You can read our return and refund policy here, where you’ll find full details on which products qualify, how to initiate a return, and how refunds are processed.

Returns are free of charge, and we’re happy to issue a full refund as long as the conditions of our return policy are met. Please note that customers are responsible for shipping the item back to one of our conveniently located facilities within their country. You can read our return and refund policy here for more details.

Our fulfillment center begins processing orders immediately to ensure fast delivery, which means we’re often unable to make changes once an order is placed. If you need to request a cancellation, please contact us right away with your order details. We’ll do our best to help, but we can’t guarantee any modifications can be made after the order has been submitted.

We currently accept the following payment methods:

CREDIT & DEBIT CARDS

We accept all major credit cards, including Visa, Mastercard, American Express, Maestro and UnionPay.

APPLE PAY & GOOGLE PAY

You can securely check out using Apple Pay or Google Pay on supported devices and browsers.

Credit Card Security

Our site is safe and secure. Credit card information is transferred using 256-bit encryption and physical security measures, the same standards used by banks.

PAYPAL

We accept PayPal, which is available for both European and international customers.

FINANCING

Customers can finance purchases through our partner, Klarna. This option is available at checkout, along with additional details. For questions regarding interest rates, installments, or payment plan terms, please contact Klarna.

LOCAL PAYMENT METHODS

We also support trusted local payment methods, including Bancontact (Belgium), BLIK (Poland), and iDeal (Netherlands).

GIFT CARDS

Gift cards are available starting at €25, up to a maximum of €1000. If you are purchasing a gift card for someone else, please also provide their email address (they will need to use this same email to access their gift card).

Once your purchase is completed, you’ll receive a confirmation email. If you’ve purchased one for someone else, they’ll also receive a confirmation email with a link to activate the gift card.

You can purchase a gift card at any time here.

STORE CREDIT

You can apply your store credit to purchases on our website. Please note that they have no cash value and are not transferable.

You can always check your credit and gift card balance in My Account.

The decision to reject your credit card payment is typically made by your card issuing bank (not by us). To protect your security and privacy, your bank cannot provide us detailed reasons for why your payment was declined. Because of this, you will need to contact your bank directly to solve most credit card related payment issues.

TOP 7 REASONS WHY CARDS ARE REJECTED

1. The transaction was blocked by the payment server because it didn’t pass all the risk checks.
2. Insufficient Funds
3. Referred
4. Incorrect CSC code entered (i.e., typically a 3 digit code located in the back of your card)
5. Expired card
6. Fraud suspicion
7. Declined by bank (no specific reason provided)

WHAT CREDIT CARD ISSUES CAN WE HELP TO SOLVE?

Our Customer Service can help you to verify that you have entered your payment information correctly for your order. However, as mentioned above, most credit card payments rejections are due to reasons related to your card issuing bank and therefore outside of our control.

- Contact your bank about payment security policies. Your bank may flag any unexpected activity on your account. This includes first time orders and high value purchases, regardless of the amount of funds you have available or your credit limit. Your bank may require your verbal authorization to proceed with a transaction.

- Contact your bank about daily withdrawal or purchase limits. Most banks have limits on how much money can be charged or accessed in a single day. If you exceed this daily amount, your bank may block your account from any further activity regardless of the available funds in your account. Your bank may require you to request a higher purchase limit to complete a transaction

- Contact your bank about payment authorizations, reserved funds and charges. When you place an order with us, we contact your card's issuing bank to confirm that your credit card has a valid number, and has not been reported as lost or stolen. This is communicated via a full authorization procedure for the amount of your purchase.

- If your payment is declined due to lack of available funds, contact your bank to confirm if there are reserved funds that have been authorized, verify the amount of time the bank will hold these authorizations, and request your bank to remove any extra authorization to free up funds back into your account.

- Verify the payment information entered on your order. Did your billing address change recently or did you get a new card with a new expiration date? If you have previously used a payment method successfully on your account, you may simply need to update your card and billing address information. If you entered a new payment method, make sure you have entered all card number and other information correctly.

- Submit an alternate payment method for your order. If you are unable to resolve the payment issue with your bank in a timely manner, you are always welcome to change the payment method on your order to another card or payment type. Please contact our Customer Service to inquire about what other payment methods are available on our platform.

- If paying by credit card or a debit card is not an option, you can pay via Google or Apple Pay or Bank Deposit.