Quality & Safety
Frequently Asked Questions
General
What is the LR business model and how does it work?
The LR business model is based on "social commerce", where sales partners build relationships with customers, focusing on their individual needs. LR takes care of production, storage, shipping, and order/invoice processing, allowing sales partners to focus on sales and customer advice. You’re interested? - contact us.
Product Related
What kind of products does LR offer?
LR offers a wide range of products in the areas of health, nutrition, beauty, make-up, fragrances, and skincare. They have product lines including Aloe Vera based products, the Zeitgard line for skincare, and Signature make-up.
Are LR products made in Germany?
Yes, 95% of LR products are made in Germany, and the company emphasizes quality and reliable manufacturing.
What are the benefits of the Aloe Vera products?
LR Aloe Vera products offer a multitude of benefits, primarily due to the high content of Aloe Vera gel and the inclusion of various organic extracts. The products are designed to regenerate, moisturize, soothe, and protect the skin. Many of the products also feature specific ingredients to address different needs. For instance, the Aloe Vera Quick Emergency Spray helps to create a protective film, cools, and soothes the skin, while the Aloe Vera Moisturizing Gel Concentrate provides intense hydration for dry skin. The Aloe Vera Protective Propolis Cream is designed to protect sensitive and dry skin and the Aloe Vera Relaxing Thermo Lotion helps to stimulate circulation and relax tense muscles. The products are also enriched with ingredients like organic calendula extract in hand creams and soaps for skin regeneration and wild rose extract in face masks for improved skin elasticity. Additionally, the products are free of parabens and mineral oils.
What is the ZEITGARD PRO Cosmetic Device and what does it do?
The ZEITGARD PRO is a patent-pending device with four attachments for deep cleansing, intensive peeling, anti-aging and body firming, tailored to individual skin needs. It offers a way to bring professional beauty treatments to your home. The device uses ultrasonic technology.
How do I use the ZEITGARD PRO for facial cleansing?
The ZEITGARD PRO is designed for easy use with one setting and features a timer for 3 minutes. Attach the cleansing brush to the device, and use the LR ZEITGARD Cleansing Cream for deep cleaning. The brush uses Microsilver technology to stay hygienic for up to three months.
What is the benefit of using the ZEITGARD PRO peeling attachment?
The peeling attachment provides an intensive detox peel, removing excess sebum and dead skin cells to make skin look fresher and smoother. It can be used twice a week in place of the cleansing attachment.
What is the LR Zeitgard Signature makeup line?
The LR Zeitgard Signature line is a premium make-up line developed with make-up artists that combines performance and care with a range of products for various looks. It includes foundation, highlighter, powder, eye shadows, mascara, brow gel, lip liner, lipstick and lip gloss, and is designed to enhance natural beauty.
Returns & Refunds
What is your return policy?
- You can request a return within 7 days of receiving your item. The product must be unopened, unused, in its original packaging, and with tags. A receipt or proof of purchase is also required.
How do I initiate a return?
Contact us at support@my-aloe.com with your order details, reason for return, and supporting evidence (e.g., photos for damaged items). Returns sent without prior approval will not be accepted.
Who covers the shipping cost for returns?
Customers are responsible for return shipping costs unless the item is defective or incorrect, in which case we cover the cost.
What should I do if I receive a defective or damaged item?
- Inspect your order upon receipt. If the item is defective, damaged, or incorrect, contact us within 48 hours at support@my-aloe.com with clear photos of the item, packaging, and shipping label.
Are there any items that cannot be returned?
- Yes, we do not accept returns for:
• Perishable goods (e.g., food or supplements).
• Opened personal care products like skin care or hygiene items.
• Sale items and gift cards.
How long does it take to receive my refund?
- Once your return is inspected and approved, refunds are processed within 10 business days to your original payment method. Please allow additional time for your bank or credit card provider to process the refund.
What if my refund hasn’t been received after 15 business days?
Contact us at support@my-aloe.com, and we’ll assist you further until resolution.
How can I exchange an item?
- For exchanges, follow our return process for the original item and place a new order. For defective or incorrect items, contact us for a direct exchange option.
Do EU customers have additional return rights?
Yes, under EU regulations, you can cancel or return your order within 14 days of receiving it for any reason. Items must be unopened, unused, and in original packaging. Exclusions for personal care items and supplements still apply.
Shipping & Delivery
How long does order processing take?
Orders are processed the same day after confirmation. Orders placed after 5 PM will be processed the next business day.
What is the estimated delivery time?
Standard delivery time is 3-6 business days after order placement.
Do you ship to Jersey and Guernsey?
No, unfortunately, we do not deliver to Jersey and Guernsey at this time.
What are the shipping costs?
Shipping fees are based on order value:
- Orders up to £75.00 → £9.99
- Orders between £75.01 - £150 → £5.99
- Orders over £150 → Free shipping 🎉
What should I do if my order is delayed?
If your package is delayed beyond the expected timeframe, contact us at support@my-aloe.com for assistance.
What happens if I receive a damaged or incorrect item?
Please report any damaged, defective, or missing items within 48 hours of delivery. Send clear photos as proof to support@my-aloe.com to resolve the issue quickly.
Can I change my shipping address after placing an order?
Once shipped, we cannot modify the delivery address.
Are there any potential service delays?
Orders may take longer due to factors beyond our control, such as weather conditions, courier delays, or high order volumes.