Frequently Asked Questions

Your questions, answered. Explore common inquiries about L'Bertin skincare, ingredients, and how to achieve your best skin.

Product Information

How should I incorporate the 10% AHA + 2% BHA Serum into my routine?

Apply 2-3 drops onto clean, dry skin in the evening, 2-3 times per week initially. Gradually increase frequency as your skin tolerates it. Always follow with a moisturizer and apply SPF daily, as AHAs can increase sun sensitivity.

Can I use the 5% Niacinamide + 0.5% Zinc PCA Serum daily?

Yes, this serum is gentle enough for daily use, both morning and evening. Apply a few drops to clean skin before your moisturizer. It layers beautifully with other L'Bertin products.

What's the best way to apply the HA + B5 Moisture Gel for maximum hydration?

Dispense a small amount and gently pat onto slightly damp skin after cleansing and serums. This helps to lock in moisture. It can be used morning and evening.

Can I layer the L'Bertin 10% AHA + 2% BHA Serum with the 5% Niacinamide + 0.5% Zinc PCA Serum?

We recommend using these two serums at separate times of the day (e.g., AHA/BHA in the evening, Niacinamide in the morning) or on alternate nights. If using together, apply the AHA/BHA first, allow it to absorb fully, then follow with the Niacinamide serum. Always listen to your skin.

What are AHAs (Alpha Hydroxy Acids) and BHAs (Beta Hydroxy Acids) and how do they work?

AHAs (like Lactic, Glycolic, Tartaric Acid in our serum) primarily exfoliate the skin's surface, improving texture and brightness. BHAs (like Salicylic Acid in our serum) are oil-soluble, penetrating deeper into pores to clear congestion and reduce breakouts.

Why is Niacinamide (Vitamin B3) a key ingredient in your serum?

Niacinamide is a powerhouse ingredient known for its ability to minimize pores, reduce redness and inflammation, regulate oil production, and strengthen the skin's barrier function. It contributes to a more even-toned and resilient complexion.

What is Hyaluronic Acid, and why is it beneficial in the HA + B5 Moisture Gel?

Hyaluronic Acid is a humectant that can hold up to 1,000 times its weight in water. In our gel, it attracts and retains moisture in the skin, providing intense hydration, plumping fine lines, and creating a smoother appearance. Vitamin B5 (Panthenol) further enhances soothing and barrier support.

How often should I apply the Tinted Daily Sunscreen (SPF 50)?

Apply generously as the final step in your morning skincare routine, at least 15 minutes before sun exposure. Reapply every two hours when exposed to direct sunlight, or more often if swimming or sweating.

How long do L'Bertin products last once opened?

Most L'Bertin products have a Period After Opening (PAO) symbol, typically a jar icon with a number followed by 'M' (e.g., 6M, 12M). This indicates how many months the product is good for once opened. For optimal efficacy and safety, please adhere to these guidelines.

Are L'Bertin products fragrance-free?

While we strive for gentle formulations, please refer to the full ingredient list on each product page. Our products generally avoid added synthetic fragrances, but some natural extracts may have a subtle scent. If you have extreme fragrance sensitivities, please review the complete ingredient list carefully.

Shipping & Delivery

What are the standard shipping timings for orders?

For major cities across Pakistan, our standard delivery time is typically 3-5 business days after your order has been dispatched. For remote areas, delivery might take slightly longer. Please note that dispatch usually occurs within 1 business day of order placement, excluding weekends and public holidays.

What are your shipping charges?

Shipping charges are calculated at checkout based on your order value and delivery location. We occasionally offer free shipping promotions, so keep an eye on our announcements!

How can I track my order?

Once your order is dispatched, you will receive a shipping confirmation email or SMS containing your tracking number and a link to the courier's website. You can use this number to monitor the status of your delivery in real-time.

I placed an order on your website and never received a confirmation email. What's wrong?

First, please check your spam or junk folder, as sometimes automated emails can end up there. If you still cannot find it, it's possible there was a typo in your email address during checkout, or a temporary system delay. Please contact our customer care team with your name and the approximate time of your order, and we'll be happy to confirm your order status.

My package is being Returned to Sender (RTS) - What can I do?

If your package is marked as "Returned to Sender," it's usually due to an incorrect/incomplete address, or if multiple delivery attempts were unsuccessful. Our customer care team will contact you to verify your address and arrange for re-shipment. Please note that additional shipping charges may apply for re-delivery in such cases.

There's an item missing or damaged! My order is wrong. What should I do?

We apologize if your order is not perfect! Please contact our customer care team on our Instagram page immediately at @lbertin.skincare or send us an email at support@lbertin.com within 24 hours of delivery. Provide your order number and details of the issue, and include clear photos if an item is damaged. We will resolve this for you promptly.

Customer Support

How can I contact L'Bertin customer support?

You can reach our customer care team via:

  • Email: support@lbertin.com
  • Instagram: @lbertin.skincare

We aim to respond to all inquiries within 24-48 business hours.

What information should I provide when contacting customer support?

To help us assist you efficiently, please include:

  • Your full name
  • Your order number (if applicable)
  • A clear description of your query or issue
  • Any relevant photos (for product damage or discrepancy)

What is your return and exchange policy?

We offer a 7-day return and exchange policy for unopened and unused products in their original packaging, provided they are accompanied by proof of purchase. Please refer to our full Refund Policy for detailed terms and conditions, including exclusions.

Can I change or cancel my order after it has been placed?

We process orders quickly to ensure prompt delivery. If you need to change or cancel your order, please contact our customer care team immediately on our Instagram page @lbertin.skincare. We will do our best to accommodate your request if the order has not yet been dispatched.

What should I do if I have an allergic reaction to a L'Bertin product?

While our products are formulated with care, individual sensitivities can vary. If you experience an allergic reaction, discontinue use immediately and consult a healthcare professional. Please also contact our customer care team to report the incident; your feedback is invaluable for our continuous improvement.