questions about our company, products/services, policies, and more
Frequently Asked Questions
Welcome to our FAQ page, where you can find answers to the most commonly asked
1. General Questions
2. Products/Services Questions
3. Allergy & Sensitivity
4. Account Questions
5. Technical Questions
6. Contact Questions
1. General Questions
What is your return policy?
We want you to be completely satisfied with your purchase, so we accept returns on all items within 14 days of the purchase date. To start a return, please visit our Returns page and follow the instructions.
How do I track my order?
Once your order has shipped, you will receive a tracking number via email. You can use this number to track your order on our website or on the carrier's website.
Can I cancel or modify my order?
We try to process orders as quickly as possible, but if you need to modify or cancel your order, please contact our customer service team as soon as possible. We'll do our best to accommodate your request.
Do you have a physical store?
Currently, we do not have a physical store.
2. Returns and Exchanges
Returns Policy
For hygiene reasons, we only accept returns of unopened and unused products within 14 days of delivery. Please refer to our Returns Policy page for more information.
3. Refund
Contact our customer support team with your order details. Once we receive and inspect the returned item, we will process your refund.
1. Finding Products
Search for Products
Know exactly what you want? Or perhaps you're just searching for a matte lipstick? Use our comprehensive Search box located in the upper left corner of our site to find the exact product you need, or browse through the results that fit your criteria.
Product Information
After you have found the perfect product, you can read the benefits and usage tips on each product detail page. The information is located beneath the product details. All the available colors, formulations, and sizes are listed below the detail text.
Product Ingredients
To view the ingredients of any particular product, just click "Details" underneath the product details and click on the tab that says “Ingredients” to view the full list of ingredients.
Product Availability & Out of Stock Products
Lisa & Richy carries limited products and brands. Occasionally, an item may be temporarily out of stock. If the product says, "coming soon" or "temporarily out of stock," come and contact us.
2. Products & Authenticity
Are your products authentic?
Yes, all our products are 100% authentic and sourced directly from authorized distributors and trusted brands.
What are organic beauty products?
Organic beauty products are made from ingredients grown without synthetic pesticides, fertilizers, genetically modified organisms (GMOs), or harmful chemicals. They prioritize natural formulations that are safer for skin and the environment.
Do you test on animals?
We only carry cruelty-free brands and do not sell products tested on animals.
Are organic beauty products better for sensitive skin?
Often, yes. Organic products avoid harsh chemicals, artificial fragrances, and synthetic preservatives that can trigger irritation. However, some natural extracts (like essential oils) can still cause reactions, so patch testing is always recommended.
Allergy & Sensitivity
Are natural products always safe if I have allergies?
Not always. Even natural ingredients like nuts, soy, or essential oils can cause reactions for some people.
Do your products contain allergens?
Some might, depending on the ingredients (like nut oils or natural extracts). Check the ingredient list or reach out to us if you're unsure — we're happy to help.
I have sensitive skin. What should I do?
Always do a quick patch test first! Dab a little on the inside of your wrist or behind your ear and wait 24 hours. If your skin feels fine, you're good to go.
Are your products hypoallergenic?
We make our products as gentle as possible, but everyone's skin is unique. That's why patch testing is always a smart step.
What about fragrance sensitivities?
We offer both fragrance-free options and products scented with natural essential oils. If you're sensitive, fragrance-free is the safest choice.
What if I get a reaction?
Stop using the product right away. Wash the area gently with warm water. If the irritation doesn't go away or feels serious, check in with a healthcare professional.
Disclaimer: This information is for general guidance only and is not a substitute for medical advice. If you have allergies or skin conditions, please consult a healthcare professional before trying new products.
Account registration, sign in, password & linked accounts
Resetting Your Password
If you have forgotten your password, click the "Forgot password?" link on the Sign In screen. Enter your email address, and we will send you a link to reset your password.
Changing Your Login Email Address or Password
You can change your account email address and password on the Account Information page. All your email subscriptions and order confirmations will be sent to your new email address.
Order status & history
Tracking an Order
You can track the status of your order online at lisarichy.com. Click on Track Order at the top of the page to see your Recent Orders. Click on the order number for the shipment that you would like to track, and a detailed order information page will be displayed. A tracking number is located to the right of the ship-to address and under the shipping method. Click on this number to view detailed tracking information. You can review the tracking history and the estimated date of delivery. Please estimate 1 - 3 business days from the time your order has shipped.
Order Delivery - "Shipped"
Once we have assigned a tracking number to your order, and it has left our warehouse, the order status will appear as "Shipped."
Order Returned - "Returned"
It takes up to 2 weeks to process a return and credit your credit card account. Once your order has been returned and processed, the order status will show "Returned." We will notify you via email once your return has been processed.
Canceling or Modifying an Order
Before you place your order, you can view the contents and the total amount in your shopping basket.
Once your order is placed, it cannot be modified. If you would like to cancel your order, most orders can be canceled up to an hour after being placed. To check the status of an order, check the Order Details page.
MON-SAT: 9am to 6pm
Chat with us
please contact us via email available service@lisarichy.com :
MON-SAT: 9am - 6pm
