FAQs – Leonor Greyl USA

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We’ve introduced a more streamlined, secure login experience. You no longer need to create or remember a password. Instead, you’ll receive a one-time login link via email each time you sign in.
Simply click the account login link on our website and enter your email address. You’ll receive a secure link by email that allows you to access your account instantly.
No. If you’ve previously shopped with us, your account is still active. Just use the same email address associated with your account to log in.
Your order history remains available within your account. Once you log in using your email, you’ll be able to view your past orders as usual.

Yes. Your loyalty points balance has been preserved and will be visible on the Rewards page once you log into your account.
Yes. Gift cards remain valid and can be used at checkout as usual. If you have trouble accessing your balance, our Client Services team is happy to assist.
Please check your spam or promotions folder. If you still don’t see it, try requesting a new link or contact our Client Services team for assistance.
Our Client Services team is here to help. Please reach out to us at info@leonorgreyl-usa.com and we’ll be happy to assist.

Leonor Greyl is against animal testing. We do not test products or ingredients on animals.
Yes, all Leonor Greyl products are shipped to our US office directly from our Paris, France warehouse.
Yes! We are committed to developing products safe for our environment. All of our suppliers have strict rules on not only the quality of their products but also the way it is harvested. There is no deforestation involved in the process.
Yes! They are all extremely gentle formulas, color-safe, and help extend the life of the color. Products can also be used on keratin treated hair.
To learn more about what products are right for your hair and scalp needs, please use our Hair Analysis tool or schedule a consultation with our Hair Care Concierge to discover what you might be missing in your hair care routine.

Yes, this is normal. This product will be in solid form under 77 degrees. Simply run the bottle under warm water until the top layer liquefies. You do not need to liquefy the entire bottle, just enough to pour a small amount in your palm. Start with a capful and apply more if needed.
Our products do not contain expiration dates. The code printed on the product is the manufacturing lot code [Example Code: f1a.05.19]. This is not an indication that your product is expired. If you have a question about your product, please contact us at info@leonorgreyl-usa.com.
Because Leonor Greyl is a natural line, free of SLS, and silicone, you will not get a thick, foamy lather (nor is it needed to properly cleanse the scalp and hair). Use this protocol: Start with a small amount, massage directly into the scalp, emulsify with small amounts of water (to build a “creamy” lather, and rinse well.
The Leonor Greyl line is composed of all-natural products that address specific hair and scalp needs and deliver exceptional results. If you are currently using products that are not natural, and contain silicone or frothing agents, using our products may feel differently for the first few uses. We generally ask you to give it 1-2 weeks to transition and to achieve the expected results. Our goal is to make your hair look and feel healthy from the inside out, using natural and effective ingredients.
If you are unsure about what products are right for you, please use our Hair Analysis or schedule a consultation with our Hair Care Concierge to discover what you might be missing in your hair care routine.
No, Leonor Greyl products are not organic. They are products formulated with natural ingredients that hydrate, nourish, strengthen and protect the hair. They are not tested on animals, they are eco-friendly, and free of: SLS, Sodium Chloride, Silicone, Coal Tar, and Parabens.

In the US and Canada, Leonor Greyl products are sold exclusively through authorized salons, spas, retail and department stores. To locate a partner near you, visit our retail locater on our website. Leonor Greyl also sells directly online a twww.leonorgreyl-usa.com. We are happy to accept your order by phone as well, (866) 473-9587 or (707) 763-1234.
Please contact Leonor Greyl directly at (866) 473-9587 or (707) 763-1234 or at info@leonorgreyl-usa.com.

Please visit our “Becoming a Partner” page on our website or call us at (866) 473-9587 or (707) 763-1234.

SHIPPING

United States: Ground shipping is $6.95 for orders under $75. Orders of $75 or more qualify for free shipping within the continental U.S., including Alaska, Hawaii, and Puerto Rico. All orders received Monday – Friday will generally ship within 3-5 business days. Orders are shipped from our facility in Northern CA.

Canada: We have discontinued direct shipping to Canada, but you can now conveniently purchase our products on Amazon Canada.

All orders received Monday – Friday will generally ship within 3-5 business days. Orders are shipped from our facility in Northern CA.

RETURNS & EXCHANGES

At Leonor Greyl USA, we are committed to delivering exceptional performance and a refined experience with every product. If your purchase does not meet expectations, we are here to assist.

Return Eligibility

Due to the nature of hair care products, we accept returns only on unopened and unused items within 14 days of delivery.
If your order included a complimentary gift, it must be returned to receive a full refund. Complimentary samples do not need to be returned.

To be eligible for a return, products must be:

Unopened, unused, and in original condition
In original packaging with all seals intact
Accompanied by proof of purchase
For hygiene and quality reasons, we are unable to accept returns on opened or used products.

How to Initiate a Return

To ensure the most efficient service, we kindly ask that all return requests be submitted via our returns portal at https://www.leonorgreyl-usa.com/tools/returns

Once your return is reviewed and approved, you will receive detailed return instructions.

For additional assistance, our team may also be reached by phone at (866) 473-9587.

Returns sent without prior authorization will not be accepted.

Return Shipping

Return shipping costs are the responsibility of the customer unless the item arrived damaged or incorrect. We recommend using a trackable shipping method, as we cannot guarantee receipt of returned items.

Refunds

Once your return is received and inspected, approved refunds will be issued to your original form of payment within 5–10 business days.

Original shipping charges are non-refundable.

Damaged or Incorrect Orders

If your order arrives damaged or incorrect, please contact us within 48 hours of delivery at info@leonorgreyl-usa.com, including photos of the item and packaging. We will resolve the issue promptly.

Product Satisfaction

If you are not satisfied with your results, we encourage you to connect with our Client Services team. We are happy to provide personalized guidance to ensure you are using the product correctly and selecting the best formulas for your hair type.

Final Sale

Items marked as Final Sale, promotional gifts, and gift cards are not eligible for return or refund.

Our Commitment to You

We believe great hair begins with the right care. Our team is always available to provide thoughtful, personalized support to ensure you get the most from your Leonor Greyl products.