Questions & Answers

Account

How do I create my account?

You can create your customer account by clicking on the “My account” space at the top right-hand corner of our website. Then click on “Don’t have an account? Join us” and fill in the information. Lastly, click on “Sign up”.

You will be sent a confirmation email to the email address provided when you created your account.

Feel free to contact our teams if you need help or more information.

I am unable to access my account, what can I do?

If you are unable to access your account, you can reset your password by clicking on “Forgot my password” and entering your email address so that you will be sent a reset email.

If you don't have the email, please check your spam box.

How can I unsubscribe to the newsletter?

If you no longer wish to receive our newsletter, you can unsubscribe by following the instructions provided at the bottom of each email. You can also inform us of your request to unsubscribe by writing to customercare@labruket.com

Can I cancel my order?

If you wish to cancel your order, please contact us to customercare@labruket.com. Although we cannot guarantee this, we will happily do our best for any orders that have not already been processed.

When will my order be shipped?

Your order is prepared within 2 days (working days). This time limit may be extended during sales or other promotional offers.

The delivery times vary between 4 to 6 working days, depending on the destination and the selected carrier.

Once you order has been shipped, you will receive a confirmation email with the tracking number and the carrier.

Orders

How do I know if my order is confirmed?

A confirmation email will be sent to you with your order number and a summary of the items in your shopping basket. You can also consult this summary in your customer account by clicking on “My orders”.

If you have not received a confirmation email, please check your spam folder. If this is not the case, you can contact us at customercare@labruket.com

Can I change items in my order?

Unfortunalty, as soon as your order has been confirmed, we can not make any change.

Can I cancel my order?

If you wish to cancel your order, please contact us to customercare@labruket.com. Although we cannot guarantee this, we will happily do our best for any orders that have not already been processed.

When will my order be shipped?

Your order is prepared within 2 days (working days). This time limit may be extended during sales or other promotional offers.

The delivery times vary between 4 to 6 working days, depending on the destination and the selected carrier.

Once you order has been shipped, you will receive a confirmation email with the tracking number and the carrier.

How can I receive the invoice of my online order?

The invoice is available in your customer account. To consult the invoice, go to “My orders”. If this is not the case, you can contact us at customercare@labruket.com

Can I add a gift message to my order?

Currently, we do not offer this option when you place an order on our website. Please be aware that we understand this could be a highly appreciated feature, and this matter has been brought to the attention of our logistics teams.

Can I change my delivery address after placing an order?

Unfortunately, once an order has been placed and confirmed, we are unable to modify the delivery address. If there are any concerns or issues, please contact our customer support team as soon as possible, and we will do our best to assist you within the bounds of our shipping and processing capabilities.

Payment and security

What are the accepted methods of payment?

L:a Bruket provides a variety of secure payment options to enhance your shopping experience. We currently accept payments through major credit cards such as Visa, MasterCard, American Express. . Additionally, we offer the convenience of payment through trusted digital platforms, including PayPal, Apple Pay, Google Pay, and Klarna. You can also use L:a Bruket gift cards to make purchases.

It's important to note that, for customer security, the billing names and addresses must match the information associated with the credit card used for payment. L:a Bruket reserves the right to cancel any orders that do not meet these security criteria.

Is the payment secure?

We prioritize the security of your payment transactions. We employ advanced encryption and security protocols to ensure that your financial information is handled with the utmost confidentiality. Our website utilizes industry-standard SSL (Secure Socket Layer) technology, which encrypts data transmitted between your device and our servers.

Rest assured that when making a purchase with us, your payment details are protected. We also adhere to strict privacy policies and do not store any sensitive payment information on our servers.

Why my payment is not accepted?

There could be several reasons for payment issues. We recommend first checking that your credit card or chosen payment method has not expired. Ensure that all card details, including the expiration date and CVV code, have been entered accurately. Simple errors in these details can sometimes lead to payment failures.

If the problem persists, consider trying an alternative payment method or reaching out to your bank for further assistance. It's possible that they may have additional information about the declined transaction.

Our Customer Service team is also here to assist you in resolving any difficulties you may be facing during the payment process. Please don't hesitate to contact us; we're more than happy to help ensure a smooth and successful transaction.

Can I make a payment by calling you on the phone?

Unfortunately, we cannot accept payments over the phone as we are not authorized to access your banking details. Please complete the validation and payment of your order directly online for security reasons.

Is it possible to combine multiple offers in my order?

The promotional codes cannot be combined, whether on our online site or in-store. Therefore, when validating your online shopping cart, you can use only one code in the designated field.

Delivery and tracking

From where are shipped orders ?

Our orders are shipped directly from Sweden.

Where does L:a Bruket ship?

We ship worldwide with a few exceptions. Unfortunately, we cannot deliver to countries or regions where it is illegal for us to do so, such as those under trade embargoes, in war, or conflict zones. Additionally, there may be limitations for delivery to islands or areas without fixed connections, where global freight units do not typically deliver.

What are the shipping times?

The delivery times with our carrier are 2 to 6 business days (these delivery times are clearly indicated at the time of placing the order). Additionally, you need to factor in the processing time for your order in our warehouse, which is generally about 2 days, depending on the workload.

Furthermore, there are certain times of the year when we experience peak activity. Therefore, the processing times are slightly higher during these peak activity.

How can I track the delivery of my order?

To track the delivery of your order, you can use the tracking link sent to you via email. Alternatively, you can also access the tracking by using the following link: https://www.labruket.com/en-us/pages/track-my-order.

I will be absent at the time of delivery, what should I do?

If you are absent, the carrier will leave your parcel in your letter box or will leave a notice of attempted delivery so that you can collect your parcel from your post office or another pick-up point within the days following delivery. Once the parcel has been delivered, you will be informed by email or by SMS. You will have up to 10 days to collect your parcel.

Is my order subject to customs duties?

For all deliveries outside of the EU and the European Economic Area (EEA), customs duties may be applied by the carrier. These duties may vary and are specific to each country.

These costs and formalities are borne by the customer.

You are responsible for paying all government taxes, administrative fees and customs duties charged by a carrier when you use the website or make a purchase.

If the recipient refuses the parcel due to additional customs duties invoiced to the recipient at the time of delivery, L:a Brulet reserves the right to invoice the amount of these customs duties initially owed by the customer up to € 25 (£ 25 / 300 SEK).

My parcel is lost or stolen, what should I do?

If you have not received your order, please contact us at customercare@labruket.com and state the reference of your order.

We will make an enquiry with the carrier to obtain more information about the location of your parcel.

If your parcel is lost or sold, we will find appropriate solutions together. Please be advised that our processing times are generally 15 days.

My parcel was returned to the sender, what should I do?

If your parcel could not be delivered, it will be returned to us. In this case, you will be automatically refunded to the bank account used for the purchase and the product will be put back in stock. Please place a new order if you would like it to be sent to you again.

Return and refund

What are your return conditions?

If you are not satisfied with your order, you may return the product within 14 days following the receipt of your order. Products must be intact, unopened and in their original packaging.

How can I make a return?

For any return, please send us a short email to customercare@labruket.com to let us know. Thank you to specify: the number of your order, the returned product(s), the reason(s) for the return.

For orders shipped in European area, we will send you a return label return.

For orders shipped outside of European area, the costs of returns are the responsibility of the customer.

The return address is as follows:

DFDS Borås – Warehouse
LA BRUKET
Segloravägen 25,
504 64 Borås
Sweden

Please add a document with your name and order number on the package.

We advise you to choose a shipping method with a tracking number. Without a tracking number, we will not accept any claims.

Furthermore, in order to ensure that your return is processed as quickly as possible, we advise you to also send an email to customercare@labruket.com

All refunds will be processed to the original method of payment.

How do I get a refund?

After the item has been received and checked by our logistics department, we will make the refund.
All refunds will be processed to the original method of payment.

My item is defective, what is the procedure?

Please contact us at customercare@labruket.com, specifying your order number, the problem and some pictures.

I purchased from a retailer. Can I return my product to L:a Bruket?

Unfortunately, we are unable to process returns for products purchased from a retailer. Please return the item to the store where it was originally purchased, and they will guide you according to their own return policy.

Products

Where are the products made?

All L:a Bruket products are meticulously crafted in Sweden. When it comes to cosmetic products, we go beyond the simple designation of 'made in Sweden.' We adhere to a stringent formulation charte, giving preference to local sourcing in Sweden whenever possible.

Are L:a Bruket products natural and organic ?

The cosmetic products of L:a Bruket are certified COSMOS natural. The COSMOS certification is a pledge of trust to our consumers: it is proof that we offer high quality natural cosmetic products.
We also prioritize, whenever possible, the use of organic ingredients. These ingredients are easily identifiable in the ingredient lists displayed on the products and on each product page on our website. They are marked with a small asterisk, and the label 'organic ingredients' is indicated.

You will find more information about our cosmetics ingredients in our Formulation Charter.

Regarding our home products, we have not yet found a certification that meets our expectations. We prioritize the use of many natural fragrance compounds, such as essential oils, to create the scents for our home products. Our goal is to offer high-performance products that allow you to immerse yourself in the Swedish atmosphere and discover our universe. We opt for natural ingredients whenever possible and qualitatively satisfying. For example, our room diffusers contain a natural solvent and are free from alcohol.

Are L:a Bruket products certified organic?

L:a Bruket products are not specifically certified organic. However, whenever possible, we use ingredients and plant extracts of organic origin. These ingredients are marked with an asterisk in the Ingredient list.

Are L:a Bruket products safe to use during pregnancy?

We want to emphasize that our products are not specifically formulated for pregnant women. If you choose to use them during pregnancy, we recommend consulting with your doctor for personalized advice. Please note that the brand does not explicitly guarantee the safety of the product during pregnancy, and it is your personal responsibility to make informed decisions regarding product use during this time.
If you need more details about our products or have questions about the presence of specific ingredients, feel free to reach out to our customer service.

Are you using palm oil ?

We are pleased to inform you that we do not incorporate any pure palm oil into our products. However, small quantities or traces may be present in other ingredients we use. We are continuously working on formulations to avoid any presence of palm oil due to its controversies. We want to ensure that any small amounts that may appear in other ingredients are always RSPO certified.

What are the products shelf life?

Regarding the shelf life of our cosmetic products, it's important to highlight that each item has a distinct duration of effectiveness. The specific expiration date can be found on the product packaging or container.

How should I store my products?

We recommend keeping them in a cool, dry place away from direct sunlight and extreme temperatures. It's important to close the product tightly after each use to prevent exposure to air, which can affect its quality. Additionally, avoid storing cosmetics in high humidity areas like bathrooms, as moisture can impact the product's consistency and shelf life. If you have any specific concerns about a particular product, feel free to reach out, and we'll be happy to provide personalized guidance.

Do L:a Bruket product contain gluten?

While the majority of our products do not intentionnally contain gluten, it's important to note that some of our formulations may contain ingredients derived from wheat, barley, oats or rye... L:a Bruket products are exclusively formulated with natural ingredients and we cannot therefore guarantee the total absence of traces of gluten in our formulas.

We understand that gluten sensitivity is a significant concern for many individuals. Therefore, we recommend reviewing the ingredient list on each product's packaging or our website for detailed information on specific products. Ingredients derived from gluten sources, if present, will be clearly indicated.

Are L:a Bruket products vegan ?

We understand the importance of vegan-friendly options, and we are proud to share that our products do not contain any animal-derived ingredients, with the exception of our Lip Balm 017. Our Lip Balm contains beeswax, a natural material that we specifically chose for its unique cosmetic properties. It provides smoothness and melts perfectly upon contact with the lips while ensuring that the stick remains solid enough for durability. We understand that this may be information to consider for those following a strict vegan lifestyle. As we are COSMOS certified, we use beeswax produced under strictly regulated conditions (controlled by COSMOS). This means that beekeeping and the way ingredients are obtained are strictly controlled - all to ensure that no harm is done to animal welfare.
We are constantly exploring alternative formulations to offer even more vegan-friendly options in the future for all our products. Our commitment to cruelty-free and ethically sourced cosmetics is at the heart of our brand's philosophy.

Are L:a Bruket products tested on animals ?

Testing on animals for cosmetic products has been prohibited within the European Union since September 2004 and for cosmetic ingredients since March 2009. Therefore, our products are never tested on animals, as required by European regulations.

Do you carry any products with SPF?

At the moment, we do not offer any products with SPF in our product range.

Where can I find information about your ingredients?

You will find the complete list of ingredients for each L:a Bruket cosmetic product on its label as well as on the respective page of our official website. To access detailed information about the ingredients we use, you will find a dedicated section titled "Ingredients" along with product-specific information. There, you will discover comprehensive details about the key ingredients of each of our products. We strive to be transparent about our formulations, ensuring that you have the necessary information to make informed decisions.

Are your products free from paraffin and parabens?

At L:a Bruket, we are committed to transparency and honesty regarding the ingredients in our products. Our cosmetic products adhere to the COSMOS standard. They do not contain any controversial synthetic preservatives (such as parabens, phenoxyethanol, EDTA, or DMDM) or petrochemical derivatives. Therefore, mineral oils and waxes (such as paraffin, petrolatum, silicones, etc.) are systematically replaced with vegetable oils, which are equally fine and sensorials. Our formulations are also free from microplastics, phthalates, and synthetic colorants.

We strive to provide the most accurate information about our products. If you have specific concerns or would like further details about our ingredients, please do not hesitate to contact us. We will be delighted to assist you.

Are your products free from sulfates?

At L:a Bruket, we do not use sulfates derived from petrochemistry, known to cause skin irritations and whose manufacturing process is highly polluting, such as SLS (sodium lauryl sulfate) or SLES (sodium lauryl ether sulfate).

With our expertise in formulating natural and organic cosmetics for over 15 years, we have selected and tested the gentlest and most effective natural cleansing agents to offer safe formulas and memorable experiences for the skin and hair, all while respecting the environment.

In place of harsh sulfates derived from petrochemistry, we have chosen to use:

Sodium Lauryl Sulfoacetate (SLSA) for our Hand and Body Soaps, a natural foaming agent that is gentle on the skin, even for the most delicate skin types. It is derived from coconut oil. This gentle cleansing agent creates a rich and luxurious lather that effectively removes dirt and impurities without drying out sensitive skin.

Sodium Coco Sulfate (SCS) for our Shampoos, also derived from coconut oil. It is safe, environmentally friendly, and gentle on the scalp and eyes. It does not dry out the hair while providing a rich and creamy lather.

Behentrimonium Methosulfate for our Conditioners and Hair Masks, as a natural conditioning agent that is gentle on the scalp, derived from rapeseed oil. It is non-irritating and helps soften the hair with detangling properties.

In order to meet the needs of everyone, many L:a Bruket products are formulated without sulfates: our Cosmos-certified Elder/Hinoki Hand and Body Wash, our facial cleansers, all our sea salt body and hand scrubs. Furthermore, all our leave-in products, from moisturizers to serums and treatments, are sulfate-free.

We continue to search for innovative alternatives to develop sulfate-free products, from shower care to hair care, in order to cater to all skin and scalp types. If you have any concerns, the experts in our local stores and our customer service team are always available to help you find the right product for you.

Natural Swedish Wellbeing