FAQ

Enter your discount code in the designated field in your cart or at checkout. The discount will be applied automatically if the code is valid and your order meets the terms of the promotion.

If you would like to change or cancel your order, please contact us as soon as possible at girls@oiolab.co. We can only accommodate requests before the order has been dispatched.

Once your order has been dispatched, you will receive a shipping confirmation email. If you created a customer account, you can also check your order status there.

If you need help locating your parcel, please contact us at girls@oiolab.co.

We offer free shipping to European countries on orders of EUR 150 / USD 175 and above.

Free shipping is available to the United States and other supported destinations outside Europe on orders of USD 250 / EUR 215 and above.

Within Poland, shipping is free on orders of PLN 399 and above.

The applicable free shipping threshold depends on the delivery country and order currency.

For orders below the free shipping threshold, courier delivery costs:

EUR 15 / USD 18 — to other European countries;

USD 20 / EUR 18 — to the United States;

EUR 25 / USD 30 — to other supported destinations outside Europe.

The shipping cost is shown in your cart after you select your country and shipping method.

Orders shipped outside the European Union may be subject to additional customs duties or taxes under the regulations of the destination country. Where the laws of the destination country require the recipient to pay these charges, they are borne by the customer.

Please allow up to 3 working days for your order to be prepared for dispatch. The total delivery time includes order preparation and the shipping time indicated below.

Once your parcel has been handed to the carrier, delivery within Poland usually takes 2–3 working days.

Delivery to other European countries usually takes 3–7 working days.

Delivery times outside Europe vary depending on the destination and selected shipping method.

Orders for delivery within the United States are dispatched from our US warehouse.

If your order arrives damaged, incomplete or contains an incorrect product, please contact us at girls@oiolab.co.

Include your order number and a description of the issue. If possible, please also include photographs of the parcel and product to help us resolve the matter more quickly.

We will respond to your complaint no later than 14 days after receiving it.

We do not currently offer direct exchanges for a different product or shade. If your product is eligible for return, please return it in accordance with our returns policy and place a new order.

Damaged or incorrect products are handled separately.

You can notify us within 20 days of receiving your order that you wish to return a product, without giving a reason.

To start a return, email us at girls@oiolab.co or send us a clear statement confirming that you wish to withdraw from the contract. After notifying us, please send the product back within 14 days to the address specified in our Terms & Conditions.

Please keep proof of postage until your return has been processed. You are responsible for the direct cost of returning the product.

We will issue your refund no later than 14 days from the date we receive notice of your withdrawal from the contract.

We may withhold the refund until we receive the returned product or proof that it has been sent back, whichever occurs first.

The refund will be issued using the same payment method used for the original order.

Many Oio Lab formulas are also tested on sensitive skin to assess both efficacy and tolerability. Information about the testing and suitability of each formula can be found on its product page.

As a general rule, apply products from the lightest to the richest in texture. After cleansing, layer toner, serum, cream and facial oil as needed.

Skincare makeup formulas such as Holitint and Melting Blush can be applied after skincare as the final step, or in place of conventional makeup.