FAQ

Have a question for us and unsure of where to start? We’ve listed some frequently asked questions below to help you find the answers you’re looking for.

Our Brand

Where is Luseta based and where are the products manufactured?Show answer

Luseta was found in 2011 and based in Los Angeles, CA. All Luseta products are formulated and manufactured in the USA.

What is the difference between Luseta and other hair care brands?Show answer

All our products are formulated with salon grade standard. We don’t use harmful ingredients and each of our series are featured with 100% non-synthetic natural ingredients. All our products are sulfate-free, paraben-free, cruelty free, safe for color-treated hair, and we don’t test our products on animals, and we make the prices affordable among the professional haircare brands.

What is the meaning of Luseta?Show answer

The brand name Luseta came from the idea of a combination of two Italian words: Lusso, which means luxury, and Seta, which means silk in English.

What is the brand mission of Luseta?Show answer

We have a very simply mission for the brand: to make luxurious, silky and healthy hair affordable to everyone.

Our Products

Are Luseta products sulfate & paraben-free?Show answer

All our products are sulfate free, paraben free and color safe.

Are Luseta products vegan?Show answer

The majority of our products are vegan except our Keratin ShampooKeratin ConditionerKeratin Oil Hair Repair Serum, and Keratin Smooth Hair Mask contain hydrolyzed Keratin, a natural ingredient derived from Sheep's wool.

Do you test your products on animals?Show answer

We do not test our products on animals.

Can I receive samples?Show answer

We do not provide free samples. Travel size product are available for purchase.

Are Luseta products safe to use on color-treated hair?Show answer

Yes. All our formulas are gentle and safe to use on color-treated hair.

Payment

Why my bank / credit card statement is showing a different charge amount?Show answer

The charge on your statement could be a pre-authorization which does not reflect to the correct amount. Please wait for 2-3 business days for the transaction to be settled. Another possibility is that your payment card is in foreign currency other than US Dollar. Your bank will convert the payment amount to your local currency, so the charge amount on your statement is different from the order amount.

Do you offer payment plan?Show answer

Yes. We partner with Afterpay to offer payment plan option. Installments by Afterpay allows you to purchase in four equal installments, due every 2 weeks. For example, if you purchase an item for $200, you pay 4 installments of $50. There is no additional cost to use Installments by Afterpay as long as you pay on time. All of your payments are interest free and you will receive your order right away.

An Afterpay account is required for the payment plan. Please visit www.afterpay.com for more information.

Loyalty Program

How can I join the loyalty program?Show answer

Please click here to signup an account. Once sign in, you can access the reward dashboard by clicking the flower icon at the bottom left of your screen.

Why I don't receive reward points for my order?Show answer

In order to receive reward points for orders, you must register an account with us and use the same email address to checkout. You can reach out to us via the chat widget to report missing points.

Shipping

How much do you charge for shipping?Show answer

We charge $5.95 flat rate ground shipping for all orders below $35 for any US destinations. For international destinations, shipping charge may vary.

Do you offer free shipping?Show answer

Yes. We offer free shipping to 50 U.S. states for orders over $35, Canada for orders over $150, and the rest of the world for orders over $200.

What carrier do you use for shipping?Show answer

We use USPS, UPS, and DHL to ship our products.

How long will I get my order?Show answer

It normally takes 2-7 business days for US domestic orders. Transit time may vary for international orders.

Do you ship to PO Box and military addresses?Show answer

Yes, we ship to PO Box and military addresses via USPS.

Do you require a signature for package deliver?Show answer

No, we do not.

Do you ship internationally?Show answer

Yes, we do.

Who will be responsible for duties for international orders?Show answer

Customers will be responsible for all duties and taxes. Orders are shipping on a DDU (delivery duty unpaid) basis. DDU (delivery duty unpaid) means that you may be liable to pay local sales taxes and custom duties upon arrival of the order(s). In most cases, you will need to pay all duties and taxes before the package is delivered to you.

Do you charge sales tax?Show answer

Yes, we charge sales tax in many US states.

Do you offer shipping insurance?Show answer

Yes. Luseta is proud to partner with ​Route​, the leader in package protection and tracking solutions. By selecting Route+ at checkout your order will be protected from damage, loss*, or theft. In the unfortunate case that your order never comes or is broken upon arrival, you can easily file a claim with Route and receive a replacement or be fully reimbursed. We are excited to offer this service to you and we highly recommend you use Route+ package protection at checkout.

You can view the full claim policy here. Shipping insurance is provided by Route.com. Luseta Beauty is not affiliated with Route, and will not be responsible for any results of the claims.

*​Claims for packages marked "delivered" must be filed after 5 days and before 15 days from the date the package was marked "delivered." Claims for packages presumed to be lost (where the status is not "delivered") must be filed after 7 (20 for international) days and within 30 days from the last checkpoint.

What should I do if my package is damaged or lost during transit?Show answer

If you have purchased Route shipping insurance with your order, please click here to submit a claim.

If you did not purchase Route shipping insurance , please reach out to us via the chat widget on our website. We will do our best to help, but Luseta is not responsible for orders that are damaged or lost during transit. 

Where can I file a claim if my package is damaged or lost?Show answer

If you have purchased Route shipping insurance with your order, please click here to submit a claim.

My tracking says "Delivered", but I didn't received my package.Show answer

Please wait up to 72 hours for the package to be delivered. Sometimes, carries will show "delivered" when the package arrives at the local facility.

In some cases, your package may be delivered to your neighbors. Please check with your neighbors before contacting us.

If you do not receive your order after 72 hours and you have checked the package with your neighbors, you can:

1. if you have purchased Route shipping insurance with your order, please submit a claim here directly. Please also note that claims for packages marked "delivered" must be filed after 5 days and before 15 days from the date the package was marked "delivered." Claims for packages presumed to be lost (where the status is not "delivered") must be filed after 7 (20 for international) days and within 30 days from the last checkpoint.

2. if you have not purchased Route shipping insurance with your order, please reach out to us via the Chat widget on our website. We will do our best to help, but Luseta is not responsible for orders that are damaged or lost during transit. 

Why you’ll love Luseta

Our mission is to break down the barriers to luxury, salon-quality hair care, bringing the Luseta experience to everyone.