Frequently Asked Questions | JLO BEAUTY
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Membership & Benefits
Orders
Shipping & Returns
Account
Best Results Guide
Products
Contact Us
Membership & Benefits
Orders
Shipping & Returns
Account
Best Results Guide
Products
Contact Us
Frequently Asked Questions
How can we help?
Membership & Benefits -
What are the member benefits? +
As a JLO Beauty Member, you receive ongoing skincare support designed to help you maintain radiant, glowing skin with ease.
Exclusive Member Savings
Enjoy savings on every replenishment, so maintaining your glow feels effortless and accessible.
Flexible Replenishment Deliveries
Your skincare essentials are scheduled to arrive automatically, so your routine stays uninterrupted — but you're always in control. Adjust, delay, or skip anytime in your Customer Portal.
Personalized Routine Support
Customize your regimen, swap products, or adjust delivery timing to fit your skin's needs. Your membership adapts to you.
60-Day Money-Back Guarantee
Try JLO Beauty risk-free. If you're not completely satisfied, return your products within 60 days — even if they're empty.
How does the membership work? +
JLO Beauty is designed to support your skin consistently over time — because great skin isn't about one product, it's about your routine.
When you purchase an introductory offer, your JLO Beauty Membership begins, providing convenient replenishment deliveries at exclusive member pricing.
Your products are scheduled to arrive based on your routine so you never run out of what your skin needs.
You can manage your membership anytime through your Customer Portal:
- Adjust delivery timing
- Swap or update products
- Skip or delay shipments
- Update billing or shipping
- Make changes to your membership anytime
All options are designed to give you flexibility while helping you maintain your glow.
Orders -
How do I track my order? +
Track your order anytime in your Customer Portal.
Can I change or update an order? +
Make updates any time up to 36 hours before your order ships. If it's already processed, changes will apply to your next delivery.
Can I cancel an order? +
Cancel up to 36 hours before shipment. If it has already shipped, you can return it under our 60-Day Guarantee.
What about Amazon or TikTok orders? +
Orders placed through Amazon or TikTok Shop follow the platform's return and refund process. To manage or return these orders, go directly to the platform and initiate a return or request order help in the platform.
Shipping & Returns -
How often will my kit be shipped? +
After you receive your introductory kit, shipments are scheduled approximately every three months. You're always in control — you can check your upcoming shipment date, adjust your shipping frequency, or customize the products in your kit at any time through your Customer Portal.
Do you ship internationally? +
Yes! JLO Beauty now ships to over 50 countries, including the UK, most of Europe, Canada, Australia & New Zealand and more. Visit global.jlobeauty.com for more details.
Can I return my products? +
Yes! We offer a 60-Day Money-Back Guarantee. You may return your products within 60 days of purchase, even if the bottles are empty, for a refund of the purchase price. Please note that original shipping charges are non-refundable.
How do I return my products? +
Returning your products is easy and there is nothing to set up!
- We recommend using the same package your order arrived in, if available
- Customers are responsible for return shipping costs
- Place the new shipping label over the upper portion of the original label
- Please make sure the barcode at the bottom of the original label is not covered, as this helps us process your return quickly
- If using different packaging, include your full name, shipping address with zip code, phone number and email address inside the package
Send your return to:
JLO Beauty Returns
6390 Commerce Court
Groveport, OH 43125
For your peace of mind, we recommend using a traceable shipping method (such as UPS or USPS) and keeping your receipt.
When will I receive my refund? +
Once we receive your return at our distribution center, please allow 7-10 business days for the refund to appear in your account, depending on your bank or card issuer.
- Refunds are issued to the original method of payment, minus shipping and handling
- If an installment payment is scheduled while your return is in transit, it may still process but will be included in your final refund amount
- Our Customer Care team is unable to provide refund updates until the 10-business day timeframe has passed, as posting times are controlled by financial institutions
Account -
How often will I receive my products? +
Most members receive replenishments approximately every 60–90 days, depending on their routine.
Your schedule is designed to support consistent results — but you can adjust anytime.
How do I skip or delay a delivery? +
If you're not ready for your next replenishment, you have options:
- Skip your next shipment
- Delay your delivery
- Adjust your schedule
I have too much product — what do I do? +
When building your routine it's common to use products at different paces while you find your inner and outer glow. If you find yourself with too many of all or some items you can:
- Customize by swapping products as you adjust your regimen to make sure you get the products you love
- Skip or delay shipment to get them at just the right time for your glow routine
How do I cancel my membership? +
While we're sorry to see you go, you always have control over your membership. You can cancel anytime through your Customer Portal or by contacting Customer Care.
Cancelling will stop future replenishment deliveries. If you choose to return later, you can always restart your membership.
Please note that shipments already in process may still arrive — you can return them within your 60-Day Money-Back Guarantee for a full refund (minus shipping & handling).
Can't log in or reset my password? +
Purchasing a membership does not automatically create a Customer Portal login. If you haven't created an account yet, or have not received the password reset email, you can create an account below.
Best Results Guide -
When will I see results? +
JLO Beauty® Terralume™ Complex is shown to deliver all-day moisturization and that star glow. Many users report a more radiant, refreshed look and glow after just a few uses.
With continued use over 2–4 weeks, you'll notice more even skin tone, improved texture, and a visible glow. More final results can take up to 8 weeks to see but you will see an immediate glow after application.*
With consistent use, you may begin to see improvements in:
- Hydration
- Texture
- Radiance
*Based on an 8-week clinical study on 38 subjects (46–65 years old) using That JLO Glow Serum + That Blockbuster Hydrating Cream. Individual results may vary.
Why does consistency matter? +
Great skin is built over time. Using your products consistently helps:
- Maintain hydration
- Improve texture
- Support long-term radiance
What if I'm not seeing results yet? +
Make sure you're:
- Using products consistently
- Following the recommended routine
- Giving your skin time to adjust
Where can I find out more about how to use my JLO Beauty products in my routine? +
You can explore exactly how to use each JLO Beauty product — and how to layer them together — by visiting our Best Results Experience guide here. There, you'll find a complete list of our products, learn what each one does, and see how to seamlessly incorporate them into your daily routine. Plus, discover three new icons designed to make building your personalized regimen even easier.
Products -
What is Jennifer Lopez's JLO Beauty® routine? +
Jennifer's skincare philosophy is all about simplicity, high performance, and glow. With JLO Beauty®, she brings you the essentials she uses to keep her skin fresh, flawless, and radiant — now featuring favorites from her NEW! AM + PM Radiance Routine.
AM
- That Hit Single® Gel Cream Cleanser
- That JLO Glow® Serum
- That Blockbuster® Hydrating Cream
- That Big Screen® Broad Spectrum SPF 30 Moisturizer
- 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 That Extra Glow
- That Star Filter® Complexion Booster
- That Fresh Take® Eye Mask
- That Limitless Glow™ Sheet Mask (1–2x per week for an intensive glow boost)
- That Glow Mist - Nutrient-Rich Hydrating Mist
Are JLO Beauty® products made for all skin types? +
Absolutely. Our products are designed to enhance limitless beauty for everyone. For any specific concerns, we recommend contacting your dermatologist or other health care provider.
What are JLO Beauty® products formulated without? +
JLO Beauty® products are free from sulfates like SLS and SLES, parabens, formaldehydes, phthalates, mineral oil, retinyl palmitate, oxybenzone, coal tar, hydroquinone, triclosan, triclocarban and more.
Where can I find the list of ingredients? +
You can find a list of ingredients on the individual product pages, or you can click here for our Ingredient Guide.
What is Terralume Complex™? +
Terralume Complex™ is our proprietary 4-part olive blend — combining squalane, fermented oil, extra virgin oil, and leaf extract. Antioxidant-rich and scientifically shown to deliver all-day moisturization, visibly improve radiance, and support your skin's natural glow from within.
Are your products cruelty-free? +
Yes, JLO Beauty is proudly Leaping Bunny certified — the gold standard in cruelty-free beauty. That means every product is 100% 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 byproducts.
Do any of the products have a fragrance? +
Both That Blockbuster® Hydrating Cream and That Hit Single® Cleanser have a light fragrance — a warm floral, slightly powdery with a hint of white sandalwood — that was hand-selected by Jennifer herself. While all topical JLO Beauty® products were tested for skin and eye irritation, it's always best to patch-test new products to see for yourself.
What are the active ingredients in That Big Screen® SPF 30 Moisturizer? +
The active ingredients in That Big Screen® SPF 30 Moisturizer are Homosalate 15.0%, Octisalate 5.0%, Zinc Oxide 3.0% — a combination of both physical and chemical UVA/UVB blockers. You can also find the full list of ingredients here.
Is your packaging recyclable? +
Our cartons and shippers are sustainably sourced and contain recyclable materials. Empty cartons and shippers may be recycled according to local regulations. Check your local recycling facilities to see what is accepted. Packing materials are necessary to protect products from damage in transit; we aim to use recyclable materials when possible.
Contact Us -
Still have questions? +
Manage your order or subscription anytime in your Customer Portal - no waiting, available 24/7.
Chat with a JLO Beauty Advisor - available 7 days a week, 7:00 AM – 10:00 PM EST.
Manage your order or subscription anytime in your Customer Portal - no waiting, available 24/7.
Chat with a JLO Beauty Advisor - available 7 days a week, 7:00 AM – 10:00 PM EST.
Other ways to connect +
Prefer to call? Reach a JLO Beauty Advisor at 1-800-704-7551 - available 7 days a week, 7:00 AM – 10:00 PM EST.
Customer support is currently offered in English only. / Nuestro soporte telefónico está disponible únicamente en inglés.
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