FAQ - Frequently Asked Questions

Lyko Social

What is Lyko Social?

Be inspired and inspire others! Lyko Social is our own “social platform”, where you can ask questions, comment and recommend products. The platform allows you to share your experiences and read recommendations from others (you can "like" by clicking the heart icon). Together we are building Scandinavia's largest forum for hair and beauty care!

I have a product related question. Can I get an answer on Lyko Social, or should I contact customer service?

We encourage you to ask questions at Lyko Social. That way, you can help others who may have the same question, as they can read the answer too. Find the product in question and look under “Questions & Answers”. There may already be an answer to your question. If you do not find the answer - click on ASK A QUESTION. Our customer service staff are ready to answer your questions - maybe another user even gives you an answer before us! When your question is answered, or if someone comments on your question, you will be notified by email.

Can I upload pictures to Lyko Social?

Of course! You can add photos when you comment, write recommendations, or ask questions. If you just want to show the result with a photo, you can do that too of course! Find the product and add your image. Everyone loves to be inspired as well as get tips & tricks from other users.

What do I do if I have suggestions or want additional features on Lyko Social?

Send us an email: fraga@lyko.se. Lyko Social is constantly evolving and we appreciate all tips and ideas on how we can improve, making the experience at Lyko Social more valuable to you.

My order

How do I change my order?

We can only make changes to orders that have not yet been packed. Please contact us as soon as possible if you would like to make a change to your order. Call customer service: 0281-714 90 or use the chat on the website (Note: it is not possible to make changes to orders by email).

I regret my order. What do I do?

According to the Purchasing Act, you as a customer have the right to cancel your purchase within 14 days after receiving your order. If you want to return your order, you must fill out a return form, which you can find under "My Pages". Log in to "My Pages" - select the order you want to return, and follow the instructions on the page. All items must be in their original packaging and must not be opened or used. See the full return policy in our Terms & Conditions.

Has my order gone through?

Once your order is approved and completed, we will automatically send you an email. If you do not receive your order confirmation, it may be because you entered the wrong email address. If you have more questions, you can always contact our customer service.

Payment

I have received my package, but no invoice?

In your package you will find a delivery note. Qliro AB sends your invoice by email. If you choose to pay in installments - you will receive your invoice in the middle of the next month. If you have not received an invoice you can download it here.

Can I change the payment method after the order is completed?

For security reasons, we cannot change the payment method after your order is completed. You can contact our customer service if you wish to cancel your order. In that way, you can place the order again with the desired payment method.

I want to use a discount code, what do I do?

You add a voucher or gift card before you complete your payment. At the top right corner it says "add voucher/gift card". Click and enter your discount code. Please note that the discount code must be entered exactly as you received it. For example, if you copy the discount code from an email and simply insert it - make sure that no space is automatically added, as the code will then be invalid.

I've found a discount code on the web, why doesn't it work?

Unfortunately, there are expired discount codes circulating on the web that we are unable to control. Our discount codes are usually only valid for 48 hours. We send out all current offers and discount codes via our newsletters and SMS. You sign up for these services on the website. If you have further questions, please contact our customer service.

Can I use multiple discount codes for the same purchase?

It is not possible to use multiple discount codes for the same purchase.

Delivery

Where is my order?

When your package is shipped from our warehouse, an automatic delivery message is sent to your email address. In this email you will find delivery information such as tracking number and a link to track your delivery. You can also follow your order by going to the "Order history" tab in "My Pages". Click the tracking number to see where your order is located. If you don’t have a pickup note, you can use the tracking number to pick up your package at your delivery location.

If your order is sent as a letter, your package will be sent to the nearest delivery point if it is considered too big for your mailbox. If you are missing your package or pickup note, we recommend that you contact your delivery point. Have your tracking number ready upon request.

How can I get free shipping?

To get free shipping, you must select a delivery method with free shipping at the checkout, before placing your order. Note! The value of your products must be over a certin amount for free shipping to be availible. The amount differs for the diffrent markets so make sure to check the information in your checkout. 

When is the deadline to pick up my package at the delivery point?

Your package is usually at the delivery point for about 7-14 days. During this time, two SMS notifications will be sent to you. If you still haven’t picked up your package, you will receive a letter with a reminder, before it is returned to us.

What happens if I don’t pick up my package?

If you don’t pick up your package, it will be returned to us as an uncollected package. In this case, you will be charged 250 SEK for all costs incurred by an uncollected package.

What do I do if I receive a package that has been broken?

If something has happened to your package during shipping, it is important that you keep all packaging and content so we can inspect it as needed. Go to your user profile at Lyko.com and register a complaint. Also write a comment that the complaint is due to a transport injury and feel free to add pictures of the damage. Our complaints department will contact you by email for further infomation about the case.

Is it possible to have my order shipped to another address?

If you want your order shipped to a different address than your own, fill in your address information at the checkout and then press "Alternative delivery address". This is where you add your desired delivery address. If you choose to send to a different address than your own, and wish to pay by invoice, you will need to verify the address change through eID in the checkout. 

Which countries do you deliver to?

We deliver to Sweden, Norway (except Svalbard, Jan Mayen), Denmark, Finland (except Åland), Germany, Poland, Netherlands and Austria. Click on the website for your country and place your order.

My user profile

I can't log in, how do I reset my password?

If you have forgotten your password, click on "Log in". Under "Forgotten your password" you will find "Reset password". Click on it and fill in your email address. An email will be sent to you with new information to be able to log in.

I have changed my address, what do I do?

If you have changed your address, log in to your user profile and click on "My Information". Go to "Edit information" to easily change to your new address.

Technical difficulties

The website behaves strangely/looks strange?

In most cases, this is because a previous browser history is stored in your browser, which means that earlier problems can still exist and therefore the website doesn’t work properly. Therefore, you may need to clear your cache and cookies. If you would like further instructions on how to do this, please contact our customer service.

Other questions

I need help and recommendations to find products for my hair?

Under the "Hair Care" category, you can use the filters and find the products that are best for your hair type. In the filtering function on the left you can select the hair type that best suits you. If you can’t find what you are looking for, you are always welcome to contact our customer service and they will help you find the right products.

How do I unsubscribe from your newsletters and/or SMS?

If you no longer wish to receive our newsletters by email, it is possible to unsubscribe. Click on your latest email from us and scroll down to the bottom of the page. Here you will find a link you must click on to unsubscribe. The same goes for unsubscribing from SMS. It is also possible to unsubscribe through My pages / Email & text Messages.

Where can I see if you have any vacancies?

You can find all our vacancies on our website. Click HERE to see any available positions. If you can’t find what you are looking for, it is always possible to send an unsolicited application.

How do I return or make a complaint on items purchased at one of your stores?

Returns or complaints on items purchased in physical stores can only be returned in our Lyko stores. Items purchased online at Lyko.com cannot be returned in our physical stores. In this case, your return or complaint must be registered through your account with us. You can find more information about this in our Terms & Conditions.

News and offers

Join our customer club and sign up to receive our newsletters and SMS to make sure you don't miss any offers or promotions!

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Customer service

Our customer service is here for you. We can answer everything from how to pay to which shampoo is best for you. There are no stupid questions. You can reach us by e-mail: customersupport@lyko.com

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