Help Center — FAQ
Help Center
How can we help you today?
Everything you need to know about our collagen-infused lip and skin balms, orders, shipping, and returns. Can't find your answer? Our support team is one message away — and we reply within one business day.
Orders & Payment
Placing your order, modifying it, and the payment methods we accept.
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover), as well as PayPal, Apple Pay, and Shop Pay. All transactions are processed securely through our encrypted checkout.
Is it safe to purchase on your website?
Yes. Our site uses SSL encryption to protect your personal and payment information, and we never store your full card details on our servers.
Is sales tax included in my order?
Sales tax or VAT is calculated automatically at checkout based on your shipping address, in line with applicable local tax laws, and shown before you complete your purchase.
Can I modify or cancel my order after placing it?
You can request a change within 12 hours of placing your order, as long as it hasn't shipped. After that window we may not be able to make changes — contact us as soon as possible.
Will I receive an order confirmation?
Yes. You'll get an automatic confirmation email right after checkout, followed by a shipping notice with tracking once your order ships.
Shipping & Delivery
Lead times, costs, tracking, and what happens at your door.
How much is shipping?
Flat-rate shipping is $5.95, and free on orders over $40. Multi-packs and bundles ship in protective, mess-free packaging at no extra cost.
How long does shipping take?
- Processing/handling: 1–2 business days
- Standard transit: 3–6 business days after shipping
- Total estimate: 4–8 business days from order date
Where do you ship to?
We currently ship within the UK and to select international destinations. Delivery options and any customs/duties for your country are shown at checkout.
How do I track my order?
You'll receive a tracking link by email as soon as your order ships. You can also check status anytime in your account or by contacting support.
What if my order arrives damaged or leaking?
- Photograph the item and packaging before disposing of anything
- Email support with your order number and photos within 48 hours
- We'll send a free replacement or full refund — no return shipping needed
Returns & Guarantee
Our return policy and what's covered if something's not right.
What is your return policy?
Unopened, unused products can be returned within 30 days of delivery for a full refund. Because these are cosmetic/skincare items, opened or used balms and serums can't be returned for hygiene reasons unless the product arrived faulty.
How long does a refund take?
Once your return is received and inspected, refunds are processed within 5–7 business days to your original payment method.
Who pays for return shipping?
Customers cover return shipping unless the item arrived damaged, faulty, or incorrect — in that case, we cover it.
How do I start a return?
Email support or use the "Start a Return" link in your order confirmation. We'll send a return authorization and instructions.
What if I have a reaction to a product?
Stop use immediately and contact us — we'll help you find a suitable alternative or process a refund. See our Usage & Application section for patch-test guidance before first use.
Product & Ingredients
What's actually inside our balms and treatments, and how they work.
What is PDRN and what does it do?
PDRN (polydeoxyribonucleotide) is a salmon-derived skin-repair ingredient known for boosting hydration, elasticity, and cell renewal — it's a key active in our Volume Multi Balm line.
What does the collagen in your balms do?
Hydrolyzed collagen helps visibly plump and smooth the lip and skin surface, boosting moisture and softening the look of fine lines with regular use.
Are your products cruelty-free?
Yes, none of our products or ingredients are tested on animals.
Are your products safe for sensitive skin?
Our formulas are dermatologically tested and free from harsh parabens, but we always recommend a patch test before first use if you have sensitive or reactive skin.
Do your products contain fragrance or parabens?
Our balms and treatments are paraben-free. Some products contain a light, skin-safe fragrance — check the individual product page for the full ingredient list.
What does the 5% Volume Line mean?
It refers to the concentration of our key volumizing complex (including PDRN) formulated at 5% — balanced for visible plumping effect without irritation for most skin types.
Usage & Application
Getting the most from your balm or treatment.
How do I use the Multi Balm?
Twist up the balm and apply directly to lips or targeted areas as needed throughout the day. It's mess-free and safe for touch-ups without a mirror.
How often should I use it?
Most balms can be used as often as needed throughout the day. Treatments and serums are typically designed for once-daily (usually evening) use — check your product's label for specifics.
Should I patch test before first use?
Yes, especially if you have sensitive skin. Apply a small amount to your inner forearm and wait 24 hours before applying to your face or lips.
How long does one balm last?
With daily use, each 10g balm typically lasts 4–6 weeks depending on how often you apply it.
Bundles & Value Packs
Multi-packs, special pricing, and getting the most for your money.
What's included in the 2-pack special?
Our 2-pack bundles include two full-size balms at a discounted price versus buying them separately — handy for keeping one at home and one in your bag.
Can I mix products in a bundle?
Current multi-packs feature two of the same product. If you'd like a mixed bundle, contact us — we're happy to help put one together where possible.
Do bundle items ship together?
Yes, all items in a bundle or multi-pack ship together in one order.
We're here to help
Real people, real answers
Email rayoralight@gmail.com · Live chat available · We reply within 1 business day