FAQ
Frequently Asked Questions
Have questions? We're here to help. Browse our most commonly asked questions below. If you can't find what you're looking for, please contact us and we'll be happy to assist you.
About Our Products
What makes Lila Naturelle products different from other essential oils on the market?
Lila Naturelle stands apart through our commitment to true artisanal quality. Unlike mass-produced alternatives, we create our products in small batches in our Montreal studio, allowing for meticulous quality control. We source only the highest grade natural ingredients, free from synthetic additives or diluting agents. Each batch is personally overseen from start to finish, ensuring exceptional potency and purity you can actually feel.
Are your products 100% natural?
Yes, absolutely. We pride ourselves on creating products that are 100% natural with no synthetic additives. Every ingredient is carefully sourced and selected for both quality and purity. We believe in total transparency about what goes into our products—what you see on the label is exactly what's inside.
How should I store my essential oils?
For optimal longevity and potency, store your essential oils in their original amber glass bottles in a cool, dark place away from direct sunlight and heat. Keep the caps tightly closed when not in use. Properly stored, most of our essential oils maintain their therapeutic properties for 1-2 years, while some (like patchouli, sandalwood, and vetiver) can last even longer.
Are your products safe for sensitive skin?
While our products are formulated with natural ingredients, essential oils are highly concentrated plant extracts that should always be used with care. We recommend performing a patch test before using any new product on sensitive skin. Most of our essential oils should be diluted with a carrier oil before applying to the skin. For specific guidance on each product, please refer to the detailed usage instructions on individual product pages.
Do you test on animals?
Never. We are proudly cruelty-free and do not test our products on animals, nor do we work with suppliers who conduct animal testing. Our products are tested only on willing human volunteers (usually ourselves and our friends!).
Ordering & Shipping
How long will it take to receive my order?
For orders within the Greater Montreal Area, delivery typically takes 1-3 business days. For orders elsewhere in Quebec and Canada, please allow 3-7 business days for delivery. International shipping times vary depending on the destination country and customs processing.
Do you offer free shipping?
Yes! We offer free shipping on all orders over $50 within the Greater Montreal Area. For orders under $50 within Montreal, a flat shipping fee of $7.95 applies. Shipping rates for destinations outside Montreal are calculated at checkout based on weight and destination.
Can I track my order?
Yes, once your order ships, you'll receive a confirmation email with tracking information so you can follow your package's journey to your doorstep.
Do you ship internationally?
Yes, we ship to most international destinations. International shipping rates and delivery times are calculated at checkout based on your location. Please note that international customers are responsible for any import duties or taxes levied by their country.
Returns & Satisfaction
What is your return policy?
We stand behind the quality of our products. If you're not completely satisfied with your purchase, please contact us within 14 days of receiving your order. Due to the nature of our products, we cannot accept returns on opened items unless they are defective. Unopened products in their original packaging may be returned for a full refund, minus shipping costs.
What should I do if my product arrives damaged?
In the rare event that your product arrives damaged, please contact us immediately with photos of the damaged items and packaging. We'll promptly send a replacement or issue a refund.
How can I contact customer support?
We're here to help! You can reach our customer care team by email at support@lilanaturelle.com or by phone at [514-XXX-XXXX] during business hours (Monday-Friday, 9am-5pm EST). We aim to respond to all inquiries within 24 hours during business days.
Usage & Benefits
How do I use essential oils?
Our essential oils can be used in multiple ways:
- In a diffuser to create a therapeutic atmosphere
- Diluted with a carrier oil for topical application
- Added to bathwater for a relaxing soak
- Incorporated into DIY home cleaning products
- Used in personal care routines
For specific usage guidelines for each product, please refer to the detailed instructions on individual product pages.
Are essential oils safe for use around children and pets?
Many essential oils require special consideration around children and pets. Some oils that are perfectly safe for adults may not be appropriate for young children or certain pets, particularly cats. We provide detailed safety information on each product page. As a general rule, always diffuse oils in well-ventilated areas, dilute properly for topical use, and keep bottles out of reach of children and pets.
How much essential oil should I use in my diffuser?
For most standard diffusers, we recommend starting with 3-5 drops of essential oil. You can adjust according to room size and personal preference. Remember that more isn't always better with essential oils—they are highly concentrated, and a little goes a long way.
Sustainability & Values
What sustainability practices does Lila Naturelle follow?
Sustainability is core to our values. Our initiatives include:
- Using recyclable or reusable packaging
- Sourcing ingredients from sustainable suppliers
- Minimizing waste in our production process
- Using eco-friendly shipping materials
- Supporting conservation efforts through our community impact program
We continuously work to improve our environmental footprint across every aspect of our business.
Is your packaging recyclable?
Yes. Our amber glass bottles are recyclable, and our outer packaging is made from recycled cardboard that can be recycled again. We're constantly evaluating our packaging choices to maximize sustainability while ensuring product safety and quality.