Frequently asked questions

Hi there! Welcome to our FAQ where we have tried to answer the most common questions below. If you have any further questions don't hesitate to contact us at

Order & shipment

How do I cancel my order?

If your order has not yet been shipped, the order can still be cancelled. Send an email with your order number to to find out if your order can be cancelled or not. Our customer service hours are Monday through Friday, 9 am to 4 pm CEST.

What are your return policies?

When you shop at, you always have 14 days to return any eligible items from the time you received the products. To receive a full refund, products must be unopened, unused, and returned to us in new condition in its original packaging.

Please note that the cost of returns is at the customer’s expense. This includes the packing, care, and return label for the order. Therefore, please be careful when packing the products to avoid damages or lost items during transit.

What's my tracking number?

Please send an email to to receive your tracking number. Our customer service hours are Monday through Friday, 9 am to 4 pm CEST.

I'm missing an item. What do I do?

Please send an email to with an image of the delivered box along with the products you received. Our customer service hours are Monday through Friday, 9 am to 4 pm CEST.

Has my order been processed?

Every completed and approved order automatically generate an order confirmation. The most common reason for not receiving an order confirmation is that in connection with the order you have happened to state an incorrect email address. If you feel unsure, our customer service is available to answer your questions.

What happens if I don't collect my package?

If you do not collect your parcel, it will be returned to us as an unredeemed package. We will contact you if we have not received any information on why the parcel was not collected.

I have a problem with the website, what do I do?

In the most common cases this is due to old web history being stored, which can result in the website not working completely correctly. What you may need to do is to clear cache and cookies. If you want further instructions on how to do this, you can contact our customer support team:

Why have I not received my order confirmation?

When an order has been created in our system, a confirmation is automatically sent to the e-mail address you have provided when placing the order. Please make sure that the e-mail address is correct and check your spam folder to exclude that the confirmation has ended up in there. If you're still experiencing troubles please contact our support team at

I have been charged two times for my order.

If an error occurred when you were placing your order, it might seem like your account has been charged twice. We never charge any uncompleted orders so if it looks like there is an extra withdrawal on your account, it is just a pre-authorization that will disappear automatically within 1-3 days. If you've received two order confirmations your order may have been duplicated. Please contact our team as soon as possible for further assistance.

Return policy

What are your return policies?

When you shop at, you always have 14 days to return your order from the time you received the products. Unfortunately, you can not change your product. If you want to change to another item, you must place a new order.

I want to complain/return an item that I bought from a reseller.

Products purchased from an authorized dealer of LeaLuo should primarily go through the current store, do not forget to bring the receipt! We can not accept returns traded elsewhere than

Please note that we do not have a "customer satisfaction guarantee". This means that we do not approve returns/complaints of products that you have used but that do not live up to your expectations. In case of any allergies or hypersensitivity, we always recommend that you try a new product on a small area (for example on the wrist) and wait for 24 hours to see if you get any reaction. If you need further information regarding returns/complaints, please contact our customer service team.

Galaxy Paint

Do the colors attach on untreated hair?

It depends on the quality of the hair. In general, the colors attach better on porous and treated hair than shiny and untreated hair.

What is the expected result?

Note that the results can differ depending on hair, colors and quality. But in general, see below for each Galaxy Paint color:

Stellar Yellow and Ice Blue:
Suitable for light blonde or white hair (level 9-10). Effect may not be visible
on darker hair.

Earth Green, Nebula Pink, Mars Red and Meteor Orange: Suitable for medium dark to light blonde hair. (level 6-10). For lighter hair (9-10), the colors will be more intense.

Space Blue and Deep Purple: Suitable for darker hair (level 5-10). For lighter hair (9-10), the colors will be more intense.

If you are unsure about the colours on your hair, reach out to our customer service that will be happy to help!

Is it the same result on bleached and non-bleached hair?

No, the colors will be more intense and vibrant on bleached hair. On non-bleached hair the pigments will not be as visible - imagine painting with colors on a dark piece of paper instead of a white one. Especially lighter colors such as Stellar Yellow and Ice Blue. Please note that the result also can differ depending on hair.

How do you remove the colors from the hair?

The colors are washed out gradually and can remain in hair in up to 15 washes, depending on hair quality and hair color.

Can you mix the colors?

Yes, it is possible to mix the colors for a unique color.

Is it possible to mix the colors with other products from LeaLuo?

Yes. For a less intense color like pastel, we recommend mixing desirable color with LeaLuo hair masks.

Product information

What is Cannabis Seed Oil?

Cannabis Seed Oil is an oil extracted from hemp seeds. The oil is rich in fatty acids (including Omega 3, 6 and 9) that nourish and protects the skin. The fatty acids will also increase hair growth and stimulate the scalp for better hair quality. The Cannabis Seed oil we use does not contain THC that causes hallucinogenic effects.

What is the different between Cannabis Seed Oil and CBD?

Cannabis Sativa Seed Oil is extracted from the seeds of the Cannabis Sativa plant and does not contain THC, while CBD is extracted from the flowers and/or leaves that may contain THC which causes hallucinogenic effects. However, the CBD oil we use is synthetically produced and contains no active substances that can cause hallucinogenic effects. This means there is no THC in our products.

What is Tiger Grass?

Tiger Grass, also known as Centella Asiatica or Cica, is a botanical antioxidant. It has healing and skin soothing effects on the scalp. The grass speeds up the healing and rejuvenating process of the skin and reduces inflammation.

What is upcycled ingredients?

Upcycling, also known as creative reuse, is the process of transforming by-products or waste materials into value. The idea is to collect unused products to transform them into products of higher quality or utility. LeaLuo uses natural extract from olive, pomelo and peach that adds shine and moisture while protecting from external pollution.

Which series is best for greasy hair?

We recommend the Play Nice series. Except from containing scalp benefit ingredients Tiger Grass and Cannabis Seed Oil, it also contains Green Tea and Lime which have moisturizing and balancing effects on the scalp.

Do the products contain essential oils?

No, none of the products contain essential oils.

Are the products silicon free?

All products contain silicones except from all shampoos.

Are the products alcohol free?

Yes, none of the products contain alcohol.

Are the products gluten free?

The Dip In series contains wheat protein. As long as the usage is only in hair it should be no problems for gluten intolerants.