FAQ

Products

Curious? Answers do wonders. If you want to know, we've got you covered with the facts. If you can't find what you are looking for, just reach out and our beauty advisors are here to help.

Where can I buy JLO Beauty products?

JLO Beauty products can be purchased at global.jlobeauty.com.

Where can I find the list of ingredients?

You can find a list of ingredients on the individual product pages, or in our Ingredient Guide.

Are JLO Beauty products made for all skin types?

Yes. Our products are designed to suit everyone. For any specific concerns, we recommend contacting your dermatologist or another healthcare provider.

What are JLO Beauty products formulated without?

JLO Beauty products are free from sulphates such as SLS and SLES, parabens, formaldehydes, phthalates, mineral oil, retinyl palmitate, oxybenzone, coal tar, hydroquinone, triclosan, triclocarban and more.

What is Terralume Complex?

Terralume Complex is our proprietary four-part olive blend, combining squalane, fermented oil, extra virgin oil and leaf extract. It is antioxidant-rich and scientifically shown to deliver all-day moisturisation, visibly improve radiance and support your skin's natural glow from within.

Are your products cruelty-free?

Yes. JLO Beauty is Leaping Bunny certified, the gold standard in cruelty-free beauty. Every product is cruelty-free, with no animal testing at any stage of production, by us or our suppliers.

Are your products vegan?

At this time, two JLO Beauty products are vegan: That Fresh Take Eye Cream and That Star Filter Complexion Booster. Both are formulated without any animal-derived ingredients or by-products.

Do any of the products have a fragrance?

That Blockbuster Hydrating Cream and That Hit Single Cleanser both have a light fragrance, a warm floral scent, slightly powdery, with a hint of white sandalwood, hand-selected by Jennifer herself. It is also compliant with Clean Fragrance Criteria. All topical JLO Beauty products are tested for skin and eye irritation, but we always recommend patch-testing new products before use.

What are the active ingredients in That Big Screen SPF 30 Moisturiser?

The active ingredients in That Big Screen SPF 30 Moisturiser are Homosalate 15.0%, Octisalate 5.0% and Zinc Oxide 3.0%, a combination of physical and chemical UVA/UVB blockers. You can find the full ingredients list on the product page.

Is your packaging recyclable?

Our cartons and shippers are sustainably sourced and contain recyclable materials. Empty cartons and shippers can be recycled according to local regulations, so please check what your local recycling facilities accept. Packing materials are necessary to protect products in transit, and we aim to use recyclable materials wherever possible.

How To Use and Routine

In what order should I apply the products?

The general rule is thinnest to thickest. Cleanse first, then apply serum, eye cream and moisturiser, followed by SPF in the morning. Oils and balms are usually applied last.

Why does consistency matter?

Great skin is built over time. Using your products consistently helps maintain hydration, improve texture and support long-term radiance.

What if I'm not seeing results yet?

Make sure you are using your products consistently, following the recommended routine, and giving your skin time to adjust.

Are the products safe to use during pregnancy or breastfeeding?

We always recommend speaking to your doctor or midwife before introducing any new skincare products during pregnancy or while breastfeeding.

How should I store my products?

Store JLO Beauty products at room temperature, out of direct sunlight. There is no need to refrigerate. Keep lids and pumps tightly closed to preserve freshness.

JLO Beauty

When will I see results?

JLO Beauty's Terralume Complex is shown to deliver all-day moisturisation and that star glow. Many users report a more radiant, refreshed look after just a few uses. With continued use over two to four weeks, you will notice a more even skin tone, improved texture and a visible glow. Full results can take up to eight weeks, though you will see an immediate glow after application. Based on an eight-week clinical study on 38 subjects (46 to 65 years old) using That JLO Glow Serum and That Blockbuster Hydrating Cream. Individual results may vary.

What is Jennifer Lopez's own JLO Beauty routine?

Jennifer's skincare philosophy is built around simplicity, high performance and glow. Her routine includes:

AM: That Hit Single Gel Cream Cleanser, That JLO Glow Serum, That Blockbuster Hydrating Cream, That Big Screen Broad Spectrum SPF 30 Moisturiser, That Fresh Take Eye Cream, That Spotlight Silhouette Firming Neck Serum, Beso Balm Ultra-Hydrating Lip Mask, That Fresh Take Eye Mask, That Glow Mist Nutrient-Rich Hydrating Mist
PM: That Hit Single Gel Cream Cleanser, That Overnight Hustle AHA & BHA Resurfacing Serum, That Fresh Take Eye Cream, That Blockbuster Hydrating Cream, That JLO Fusion Retinal + Vitamin C Power Serum, That Spotlight Silhouette Firming Neck Serum, That Limitless Glow Sheet Mask, Beso Balm Ultra-Hydrating Lip Mask
For a special occasion or extra glow: That Star Filter Complexion Booster, That Fresh Take Eye Mask, That Limitless Glow Sheet Mask (one to two times a week for an intensive glow boost), That Glow Mist Nutrient-Rich Hydrating Mist

What company owns JLO Beauty?

JLO Beauty is owned by JLo Beauty & Lifestyle, LLC.

Where is JLO Beauty sold internationally?

JLO Beauty ships directly to customers in over 50 countries worldwide. You can check whether we deliver to your country by entering your address at checkout. Your local currency and delivery options will be displayed automatically.

Our international orders are fulfilled in partnership with OpenBorder, our authorised Merchant of Record for all non-US transactions. This means you will see local pricing in your own currency, and all applicable duties and taxes are included in the price at checkout. There is nothing extra to pay on delivery.

Please note: we are only able to ship to addresses within our approved delivery countries. We do not support the use of freight forwarding services. If you place an order using a freight forwarder or third-party international shipping service, we cannot guarantee delivery, and we are unable to accept returns or offer refunds for items sent to freight forwarder addresses.

For authentic JLO Beauty products, please purchase only from global.jlobeauty.com.

Can I buy JLO Beauty on Amazon or other online marketplaces internationally?

JLO Beauty is not officially sold on Amazon or other online marketplaces outside the United States at this time. If you see listings elsewhere, we cannot guarantee authenticity or safety. We recommend buying only from our official international website.

How can I be sure I am buying an authentic JLO Beauty product?

The only way to guarantee authenticity is to buy directly from our official international website. Products bought from third-party resellers, auction sites or social sellers may be counterfeit or expired. All purchases on our international site are processed by OpenBorder, our authorised international Merchant of Record.

Customer Service

Curious? Answers do wonders. If you want to know, we've got you covered with the facts. If you can't find what you are looking for, just reach out to jloquestions@grbrandsglobal.com and our beauty advisors at MCI are available to help.

Orders and Payment

Our 30-Day Money Back Guarantee

We want you to feel completely confident when you shop with us. If you are not fully satisfied, you can return your order within 30 days of delivery for a full refund, excluding shipping costs, whether or not the product has been used. To arrange a return, please contact us and our customer service team will guide you through the process. This applies across all our international markets.*

*In addition to your statutory rights

Can I cancel my order?

Once an order is placed it enters our fulfilment process and we are unable to make changes or cancellations. If your order arrives and you would like to return it, please contact our customer service team and we will be happy to help. UK and EU customers have a statutory right to cancel within 14 days of receiving their order.

Will I receive an order confirmation?

Yes. You will receive an order confirmation email within a few minutes of placing your order, including your order number and a summary of your purchase.

What payment methods do you accept?

We accept Visa, Mastercard, American Express, and a range of local payment options depending on your country. At checkout you will see all the options available for your location.

What currency will I be charged in?

Prices are displayed and charged in your local currency where supported. At checkout your total will be shown clearly in the currency being charged to your card, including the currency code (for example, GBP 52.00 or AUD 91.00), so there is no confusion over which currency applies.

Are your prices inclusive of duties and taxes?

Yes. Prices shown include all applicable duties and local taxes for your country. The price you see at checkout is the price you pay. There are no surprise charges on delivery.

What will appear on my bank statement?

Your purchase will appear on your statement as the descriptor listed in your order confirmation email. If you see a charge you do not recognise, please contact our customer service team.

Shipping and Delivery

Are you able to ship internationally?

Yes. JLO Beauty ships to customers in over 50 countries across Europe, the UK, the Middle East, Asia-Pacific and beyond. International orders are fulfilled in partnership with OpenBorder, our authorised international Merchant of Record. If you are visiting from the US, you will be directed to jlobeauty.com for US orders. Everyone else will see our international site with local pricing in their own currency. To confirm we ship to your country, simply begin checkout. All duties and taxes are included. No surprise charges on delivery.

How long will my order take to arrive?

Delivery times vary by country. As a guide:

UK and Europe: approximately 5 to 10 business days
Middle East: approximately 7 to 12 business days
Asia-Pacific: approximately 7 to 14 business days

You will receive a tracking link once your order has shipped.

How much does shipping cost?

Shipping rates are calculated at checkout based on your delivery address and you will see the full cost before you pay. We offer free standard shipping on qualifying orders. The threshold will be shown in your local currency at checkout.

Can I track my order?

Yes. Once your order has shipped you will receive a confirmation email with a tracking link.

What happens if I am not home when my order arrives?

If you are not home, the courier will usually leave a card with instructions on how to collect or rearrange delivery.

What do I do if my order has not arrived?

Please first check your tracking link, as most delays are short and shown there. If your tracking has not updated in five working days, or your parcel is marked as delivered but you have not received it, please contact our customer service team via Contact us and we will investigate.

What do I do if my order arrives damaged or is the wrong product?

Please contact us via Contact us within 14 days of receipt with your order number and, if possible, a photo of the damaged item or incorrect product. We will arrange a replacement or refund straight away.

Will I have to pay customs duties or import taxes?

No. All applicable duties and local taxes are included in the price you see at checkout. There is nothing extra to pay on delivery.

Who is the Merchant of Record for my order?

OpenBorder is the Merchant of Record for your international purchase. This means OpenBorder is responsible for the international sale, tax collection and customs clearance on our behalf. You may see this reflected on your order confirmation and invoice.

Returns and Refunds

How do I return my products?

If you are not completely satisfied with your JLO Beauty purchase, please contact us via Contact us with your order number, or email us at jloquestions@grbrandsglobal.com, and we will be happy to help. Refunds will be issued to your original payment method.

How long do I have to return an item?

UK and EU customers have a statutory right to cancel within 14 days of receiving their order, without giving a reason, and will receive a full refund. For all other markets, if you are not satisfied with your purchase please contact our customer service team via Contact us and we will do our best to help.

Who pays for return shipping?

Please contact us via Contact us and we will advise on next steps. We always aim to make the process as simple as possible for you.

How long will my refund take?

Once your refund has been approved, please allow up to 10 business days for the funds to appear on your statement. This will depend on your bank or card provider. You will receive a confirmation email once your refund has been processed.

Can I exchange a product for a different one?

We do not currently offer direct exchanges. Please contact us via Contact us and we will be happy to help find the best solution for you.

My product caused a reaction. Can I return it?

We are sorry to hear this. Please stop using the product immediately and contact us via Contact us with your order number. We will arrange a refund straight away. If you are experiencing a serious reaction, please seek advice from a healthcare professional.

Contacting Us

How do I contact customer service?

We are here to help. You can reach us through the contact form on our Contact us page, or email us at jloquestions@grbrandsglobal.com. We aim to respond as quickly as possible and always within 24 hours.

What are your customer service hours?

We aim to respond to all enquiries within 24 hours.

What languages do you support?

Our international customer service is provided in English. Additional languages may be available in selected markets.

Privacy and Account

Who is responsible for my personal data?

OpenBorder is the Data Controller for personal data collected when you place an order on our international site. Full details are in our Privacy Policy.

How do I unsubscribe from marketing emails?

You can unsubscribe from marketing emails at any time by clicking the unsubscribe link at the bottom of any email from us, or by contacting customer service. You will only receive marketing emails if you have actively opted in at checkout or when creating an account.

Do I need to create an account to place an order?

No. You can check out as a guest.