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FAQs

THE LULA EYE MASK

How does the Lula Eye Mask work?

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The masks contain iron particles  and when they come into contact with oxygen the iron slowly begins to warm, it’s a natural oxidation reaction. There are other natural ingredients that help this oxidising reaction to happen and to heat evenly; water, salt, charcoal and vermiculite. The Lula Eye Masks are each sealed individually because once you open the pouch and air comes in contact it will start warming. It stays at a comforting temperature for a minimum of 20 relaxing minutes, so you can drift into a daydream or a deep night’s sleep.

What can the Lula Eye Mask help with?

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The eye mask can help...
• Dry or tired Eyes
• Digital eye strain
• Busy minds
• Migraines & headaches
• Relaxation
• Meditation
• A good nights sleep
• Travelling

What are the benefits of warmth on the eyes?

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• The warmth helps to relax the muscles around the eyes and also encourages circulation, helping to ease tension and strain. This can also help relieve headaches and migraines.
• As well as the Lula Eye Mask blocking light, it’s warmth feels soothing and calming, helping lull you to sleep.
• Like a warm compress the warmth creates a fine moist steam, comforting the skin around the eyes and giving relief to dry eyes.

How long does it take for the mask to warm up?

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After you open the pouch the mask begins to warm within 2 minutes.

How long does the eye mask stay warm?

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The eye mask warms quickly reaching a comfortable temperature that will last for a minimum of 20 minutes and gently fades away by the time you’ve drifted off. 

Who can use the Lula Eye Mask?

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Everyone can use the Lula Eye Mask, it is a one size fits all. (Not recommended for children under 5)

Can I reheat the Lula Eye Mask?

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No. Do not reheat the mask in any way. The Lula Eye Mask has been designed to warm up once to a safe, comfortable temperature for the eyes, it's a natural reaction when the iron particles in the mask meets the air and begins to heat. This reaction can only happen once, so although it can not be reheated you can keep the eye mask and continue to use as you would a normal sleeping eye mask to block out light.

How strong are the Rose, Jasmine and Lavender Scents?

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The scents are subtle, the Rose being the most subtle and the lavender the strongest. Take some deep breaths in as the mask begins to warm up, Jasmine, Rose and Lavender can help relax, de-stress and assist with sleep. 

Can I use the mask if I'm pregnant?

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Yes you NEED this mask if you are pregnant! And save a few for when the baby arrives!

What ingredients are in the mask?

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The heating pad contains iron powder, vermiculite, activated carbon, salt and water which are all naturally occurring. Natural essence of Rose and Jasmine (in scented eye masks). The eye mask is made of non woven fabric.

GIFTS

Can I send the Lula Eye Mask as a gift with a message?

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Yes. Please add your personalised message to the GIFT Message field during checkout and we will include this message as a handwritten note on one of our beautiful postcards. You can also choose to add gift wrapping for $4. Please make sure to add your recipient's address details as the shipping address. All orders are beautifully packed with care within our crisp white tissue paper, Lula sticker and the postcard with your message.

Do you offer gift wrapping?

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Yes, we offer a very joyful Christmas gift wrapping with a handwritten card for $4. You will see the option to add gift wrapping in the shopping cart. All items in your order will be wrapped together.

SHIPPING

What is the cost of shipping?

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AUSTRALIA
We try and keep the cost of shipping as low as possible so offer FREE standard shipping when you buy three or more products. All other orders are shipped at a flat rate of $7.95. Express shipping is available for a flat rate of $15 and will be despatched same day when received before 10am QLD AEST. We only ship to Australia at this time.

NEW ZEALAND
We ship to New Zealand for a flat rate on all orders of $20, this is Australia Post Express shipping.

PLEASE NOTE: COVID-19 is impacting Australia Post's services more than usual and delays may be experienced.

When will my order be packed and dispatched?

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We know you can't wait to try your Lula Eye Masks so we always send out orders as quickly as possible. All orders received before 10am Monday to Friday (QLD AEST) will be dispatched the same day, orders received after that will be dispatched the next day. Orders received over the weekend will be dispatched on the Monday. Orders are dispatched from our warehouse in Brisbane so delivery times will vary depending on your location.

PLEASE NOTE: COVID-19 is impacting Australia Post's services more than usual and delays may be experienced.

Can I change my order once placed?

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Once orders are placed they are unable to be canceled or edited. 

Will I get an invoice?

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All invoices are emailed directly to you.

How long does shipping take?

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PLEASE NOTE: COVID-19 is impacting Australia Post's services more than usual and delays may be experienced on the estimated delivery listed below.

Standard within Australia - Australia Post
Estimated delivery: 2-5 business days from dispatch
Cost: $9.95. FREE for orders of 3 or more products.

Express Post within Australia - Australia Post
Estimated delivery: 1-2 business days from dispatch
Cost: $15.00

Express Post to New Zealand - Australia Post
Estimated delivery: 5-10 business days from dispatch
Cost: $20.00

Please note: These are guidelines and are subject to change. Dispatch may take a little longer around public holidays and peak times. Due to COVID shipping times may be disrupted in some areas beyond our control.

Can I track my order?

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Yes you can watch it getting closer and closer to you! You will receive a confirmation email with your tracking details once your order has been dispatched. If you are unable to locate your tracking details or have a question regarding your delivery please do not hesitate to contact us.

PLEASE NOTE: COVID-19 is impacting Australia Post's services more than usual and delays may be experienced.

Do you ship internationally?

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We currently ship within Australia and to New Zealand but are looking forward to spreading the Lula love around the world soon.

Do you offer same day dispatch?

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Orders placed before 10am (QLD AEST) Mon - Fri will be dispatched same day. 

PLEASE NOTE: COVID-19 is impacting Australia Post's services more than usual and delays may be experienced.

Can my order be Express posted?

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Yes we offer Australia Post's Express Post service within Australia for $15.00. If you select Express Post please note that orders placed after 10am (QLD AEST) will be Express posted the next day. 

All orders to New Zealand are sent Express Post $20.

PLEASE NOTE: COVID-19 is impacting Australia Post's services more than usual and delays may be experienced.

PAYMENT METHODS

How can I pay for the Lula Eye Masks?

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We accept all major credit cards as well as Paypal, AfterPay and Zip Pay.

Can I place an order by phone?

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Sorry, no, all our orders are done online. If you are having any troubles ordering online fill out our contact form and we'll get back to you soon to help. 

STOCKISTS

What shops can I find Lula Eye Masks in?

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You can see a list of our stockists here.

WHOLESALE

Do you offer wholesale?

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Yes we do. Please fill out out wholesale application and we'll get back to you very soon!

SUBSCRIPTIONS

Do you offer Lula subscriptions?

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Yes, you can now have your Lula Eye Masks sent to you every 4 or 8 weeks. This subscription gives you a discount and makes sure you always have Lula Eye Masks on hand when you need them. You can pause or cancel your subscription at any time.

If you need help please get in touch shop@lulaeyemask.com.au

How do I pause or resume my Lula subscription?

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To pause or resume your subscription please log in to your account (on the top menu bar) and follow these steps:

1. Select My Subscriptions.
2.Select Show details under the subscription that you would like to pause.
3.Select Manage upcoming orders.
4. Select Pause Future Orders

If you need help please get in touch using our contact form and we'll get back to you soon.

How do I adjust the quantity of my subscription?

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You can easily increase or decrease the amount of Lula Eye Masks that you recieve. Please log in to your account (on the top menu bar) and follow these steps:

1. Select My Subscriptions.
2. Select Show details under the subscription you would like to increase or decrease the quantity for a product.
3. Select Edit next to Products in my subscription
4. Adjust the quantity to the desired amount for each product that is in the existing subscription,
5. Select Save.

If you need help please get in touch using our contact form and we'll get back to you soon.

How do I skip a subscription order?

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To skip an order please log in to your account (on the top menu bar) and follow these steps:

1. Select My Subscriptions.
2. Select Show details under the subscription that you would like to skip a future order for.
3. Select Manage upcoming orders.
4. Select Skip shipment beside the upcoming order that you would like to skip

If a subscription has an order that was skipped that needs to be reversed, you can follow steps 1-3 and select Recover shipment to reverse the change that was made earlier.

If you need help please get in touch using our contact form and we'll get back to you soon.

How do I update my account information ((First Name, Last Name, Email Address, Phone Number)?

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To update your account information (First Name, Last Name, Email Address, Phone Number) please log in to your account (on the top menu bar) and follow these steps:

1. Select My Subscriptions.
2. Near the top of the page under My account info, make the necessary adjustments.
3. Select Save Changes.

If you need help please get in touch using our contact form and we'll get back to you soon.

How do I update my payment method or billing address?

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To update you payment method or billing address, please log in to your account (on the top menu bar) and follow these steps:

1. Select My Subscriptions.
2. Select Show details under the subscription you would like to update the payment method or billing address for.
3. Select Payment information.
4. Select Change Payment Information.
5. Check the email that is registered to the subscription account.
6. Open the email titled Edit your payment details and select Edit payment details button within the email
7. Select Change
8. Enter the new payment credentials.
9. Under Billing address, update the billing address that matches your new credentials.
10. Select Update card.

Once the payment credentials have been saved, the new credentials will be used on the next upcoming recurring order interval. 

If you need help please get in touch using our contact form and we'll get back to you soon.

How do I cancel my Lula subscription?

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To cancel an existing subscription please log in to your account (on the top menu bar) and follow these steps:

1. Select My Subscriptions.
2. Select Show details under the subscription that needs to be cancelled.
3. Select Cancel Subscription three times.
4. Choose a cancellation reason.
5. Select Confirm.

If you need help please get in touch using our contact form and we'll get back to you soon.

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