The LXMI Customer Care team is pleased to assist you. Please provide the information below, and we'll sort out your questions in a timely manner.

Frequently Asked Questions


Does LXMI offer a complete regimen?

Not yet. Unlike more traditional brands, we didn't want to launch a collection of formulas all at once; instead, we opted to focus on two signature formulas into which we invested time, testing, and support. The direction of the beauty industry is changing. It used to be that consumers would shop at department store counters, and purchase the complete regimen the sales representative recommended. Today, item-driven accounts such as Sephora and QVC, as well as internet-based sites, blogs, and reviews, have changed the game, and now we research on our own and customize our own routines across brands, sometimes even incorporating mass and prestige products into the same daily regimen.

That being said, if you are interested in a LXMI ritual, we are beyond flattered that you are compelled by our current offerings and our mission. We are diligently working on new formulas, and we will update you soon about future launches to help round out your passion for LXMI.


How do I choose between LXMI Pure Nilotica Melt v. Crème du Nil?

You are right that both LXMI products are moisturizing, so the choice isn't as obvious as a cleanser versus an eye cream. The ingredient that inspired our brand, Nilotica, is one of the most effective, natural moisturizers on the planet (see our clinical results), hence our debut formulas that offer this benefit (plus, we believe – along with many dermatologists – that moisture is the key to younger-looking skin, so it's a good place to start.)


To decide which formula suits your skin, first assess the condition of your skin, and your skincare needs. If you are über dry and looking for a restorative treatment to soothe, smooth, and illuminate your thirsty skin, Pure Nilotica Melt is right for you. It is almost the texture of a luxurious petroleum jelly, but it's a single, rare, organic ingredient, cold-pressed by Ugandan women who need to work. We recommend using it where needed (dry cheeks, around the eye orbitals, and on the lips are our favorite places), or all over the face before bed as a leave-on nighttime mask. You won't believe how juicy and plump your complexion seems upon waking in the morning.

If your needs are broader than just hydration, try our Crème du Nil as a daily moisture veil. Yes, it contains a very high percentage of Nilotica, but it also contains Hibiscus Flower Acids to exfoliate and minimize your pores, and Ugandan vanilla pods to provide potent protection against environmental aggressors. Whereas Melt feels
substantial, like a buttery treatment, Crème feels pillowy and lightweight, making it perfectly blendable under makeup. Crème is also oil-free (although Melt is naturally non-pore-clogging as well), and it smells heavenly, thanks to a natural Aloe aroma. If you are looking for a product to delight your senses, Crème is the one for you.

Should I use LXMI Pure Nilotica Melt and Crème du Nil together?

Absolutely. If you are over 35, live in a dry or harsh climate, or if your skin is simply in need of major hydration (as well as gentle pore exfoliation and antioxidant protection), we think you will delight in the combined effects of our two hero moisturizers. Our favorite facial combination is the following:

AM:

  • LXMI Crème massaged into clean, dry skin, before makeup
  • LXMI Pure Nilotica Melt patted gently around the eyes and on lips, before makeup (allow to absorb for 1-2 minutes)


PM:

  • Either the same as AM, with the addition of cheek application of Melt, or Crème first, and then Melt all over as an overnight mask (silk pillowcases not recommended, but a small price to pay for the glow you will radiate when you awake)

 

Can I use LXMI products with my makeup?

Yes! LXMI Crème du Nil is formulated to blend beautifully with your favorite makeup products, including powder foundations. Use Crème as the last step in your daily skincare regimen for a dewy, youthful canvas for your makeup. LXMI Pure Nilotica Melt is more of a buttery texture, so use under makeup only if your skin is thirsty and will absorb the product within minutes, or if you are looking to achieve more of a glowy (v. matte) effect.

A trick of the trade for Melt: try mixing our formula with some of your drier makeup pigments, such as matte lip colors, lip pigments, and even eye shadows. Melt will make these products creamy and easy to apply, while preserving the shades you love.

 

How is LXMI different?

We aren’t the only luxury skincare brand out there, nor are we the only natural brand. But we ARE the only luxury natural skincare brand impact sourcing pure, rare and deep ingredients from low income communities all over the world to make a meaningful difference in our producers’ lives. In a nutshell (a Nilotica shea one, naturally), your purchase of LXMI products helps end global poverty. LXMI products will work wonders for your skin, thanks to the superior qualities of our signature actives from unique terroir, and give work to women who desperately need employment opportunities to support themselves and their families.

 

When will my product ship?

Orders received by 5pm Pacific Time will ship the next business day via ground shipping.

 

When will my payment be collected? 

Your credit card will be authorized upon placement of your order. Payment will be collected when your order ships.

 

Are your products certified to USDA organic standards? 

We are a 100% natural, non-toxic skincare brand that sources as many organic ingredients as possible to encourage optimal health and sustainable farming practices around the world. While not every one of our suppliers has been certified Organic (as it’s a long, expensive process, and not top priority for farms in rural, low-income communities), we have personally visited about 90% of our ingredient source locations and verified they don’t use chemical pesticides or fertilizers. We are recommending steps toward certification for our partners, so we can someday have 100% organic formulations.

 

Are your products tested on animals/cruelty free?

None of our products (nor our ingredients) are tested on animals. We thoroughly test our products on ourselves before putting them through rigorous clinical testing as well.

 

I read that products will have traceable batch numbers — where is mine?

While our future manufacturing runs will include batch numbers, our debut collection is all a part of a first batch. Therefore it is highly traceable without a number. We will be uploading sourcing details to our site, for those who want to learn about each ingredient, location and even some of the producers. Until then, if you have questions, we would love to hear from you.

 

When are you launching with retailers?

Stay tuned for details regarding our September 2016 launch with key luxury retail partners.

 

Where is each ingredient from?

Please see our individual product pages for ingredient source locations, and let us know if you would like more information.

 

What forms of payment do you accept?

LXMI accepts all major credit cards as well as PayPal.

 

Can I cancel an order before it ships?

Yes, please email us at hello@LXMI.com or give us a call at (855) 525-2964 to cancel your order. Only orders which have not shipped may be cancelled.

 

Where are LXMI products manufactured?

LXMI products are formulated and bottled in California.

 

Do you ship internationally?

Yes, to select EU countries. Please contact hello@lxmi.com with specific inquiries.

 

Are your packages recyclable?

Yes, our glass packaging is recyclable and we hope you'll reuse your LXMI pouch to store or travel with jewelry, accessories, or other small items. We chose to package our products in luxe Miron black glass for its sustainability and environmental benefits. Plus, it allows us to use even fewer preservatives than other organic and natural brands, since light will not interact with our formulas.

 

What are your shipping rates?

USPS Standard shipping rates start at $5 and vary based on shipping location and number of products purchased. FedEx 2-Day shipping rates start at $25 and also vary based on shipping location and number of products purchased. Promotional codes may be issued from time to time.

 

What is your return policy?

We want you to be 100% happy with your LXMI products. Please contact us at hello@LXMI.com within 30 days for a full refund and within 90 days for LXMI store credit.

 

My product arrived (or has become) quite liquid-like – is this normal?

Yes. As a natural brand, we aren't formulating with chemical emulsifiers and preservative systems, therefore our products may occasionally melt if left in the backs of hot delivery trucks, in the sun on porches, or in non-temperature-controlled environments in general. (Think of brand-name peanut butter v. a natural almond butter – the latter is clearly preferable from an ingredient standpoint, but its consistency isn't as, well, consistent.)

Additionally, our signature Nilotica has a low melting point (hence the name), so it can be susceptible to temperature changes. But don't worry! Even if one of our products seems to "melt" or liquify, it will return to its natural texture once in cool room temperatures for 12-24 hours. The efficacy will not be affected, and you can help it along by stirring with our custom wand and/or keeping in the refrigerator for a few hours.


My product just arrived and seems to be leaking...help!

We are so sorry! We're on it. Per the above answer regarding Nilotica's tendency to melt in hot temperatures, yes, it's possible that, from time to time, some of the Nilotica (in both the Melt and the Crème) may sneak past the protective sealing disc in the jar to leak a little. If this happens to you, we apologize and are happy to replace your product at no cost to you. Please contact hello@lxmi.com and describe the situation, and we will get another shipment out the door for you right away.