Frequently Asked Questions

It takes just 90 seconds to blend your face cream. In just 90 seconds, the device creates an ultra thin emulsion, delivering the cream at 37°C for more effective absorption. This contactless process preserves the integrity of our sterile formulas and keeps them pure right up until application. The DUOLAB device has been developed to keep your freshly blended cream warm for 15 minutes giving you the time and flexibility to fit it into your busy day.

DUOLAB offers freshly blended skincare solutions, whenever you need it.

Your DUOLAB device lets you create freshly prepared skincare every day in just 90 seconds. Simply choose your moisturising base and targeted concentrate, slot them into the dispenser and insert the dispenser into the base of your DUOLAB device. Turn your device on and in just 90 seconds, your freshly blended cream is ready.DUOLAB’s thermocosmetic technology warms each skincare dose to complement your skin’s natural temperature, helping to boost the cream’s absorption into the skin, while preserving the quality and purity of the natural ingredients.

You don’t need to wash your device after using it.

DUOLAB features a unique purity process, which means your freshly blended cream remains airtight and is never in contact with the device. The mono doses click together and the blending process is completed in the packaging so the cream inside is never in contact with the outside world until you apply it to your skin. This helps ensure the preservative free formula stays pure and the device is always clean. No mess, no fuss. We recommend using a dry cloth to dust your device.

First check that the device has enough battery. Your device is designed with a safety feature, which means it will not start if there is not enough battery to finish blending a dose. A full charge takes 2.5 hours and will provide at least 40 blending cycles. In a hurry? A 5 minute charge is enough to use the device for one blending cycle.

If the ON/OFF button is lit: press the button again to start the cycle.

If the ON/OFF button is flashing: check that the dispenser has been properly inserted into the base of DUOLAB device. The product emits a ‘beep’ when the dispenser is correctly inserted.

If your device still doesn’t start:

1/ Check that your capsules have been inserted correctly into the dispenser. Check the insertion direction indicated by the arrow printed on the capsule and on the tutorial video.

2/ Is there an error message? Is the light flashing quickly? Press the 2 buttons of the dashboard together for 3 seconds and then wait for a further 3 seconds. Then turn off the machine and start again.

If your device still doesn’t work after testing all the above options then please contact our after-sell service. 

Follow one of these 3 simple steps:

1. Create your personalised skin profile via the DUOLAB website or DUOLAB App. The diagnosis uses AI technology to analyse your skin concerns and provide you with a personalised programme consisting of day and night mono doses. Your programme will evolve as your skin needs change throughout the year.

2. If you already know your skin type, simply choose the formulas best suited to you. You can adapt your cycle with different skin solutions whenever you feel your skin needs it.
Our product pages provide information about the ingredients, efficacy and benefits of each formula to help you select the most effective care for your skin’s needs.

3. Would you rather talk to someone in person? Come and meet our beauty ambassadors. Each ambassador will help you choose the right programme for your skin, as well as giving you help and advice on your DUOLAB device. Drop into our pop up store in London or selected L’Occitane stores in the UK and Ireland and say hi. Find your nearest store here.

Each DUOLAB formula contains between 93% and 98% ingredients from natural origin:

Light cream -  98% ingredients are from natural origin
Melting cream -  98% ingredients are from natural origin
Night cream -  97% ingredients are from natural origin
Skin Firming concentrate - 98% ingredients are from natural origin
Soothing Comfort concentrate - 93% ingredients are from natural origin 
Refined Texture concentrate -  97% ingredients are from natural origin
EnergiZing Radiance concentrate -  96% ingredients are from natural origin
Skin Brightening concentrate -  95% ingredients are from natural origin 

The small composition of each formula that is not natural (2% to 7% depending on the dose) has been included to ensure your skincare programme performs effectively with our technology. Each ingredient has been rigorously tested for its safety and efficacy.

Some active ingredients like our hyaluronic acid complex and konjac are activated at the very last second when the formula is freshly made. 

We use thermocosmetic technology to gently warm the cream to the skin’s natural temperature which helps the cream to be aborbed more effectively*, as well as providing additional sensory benefits. 

*100% of users said the warming thermocosmetic technology helped to improve the absorption of the cream.

Consumer test results after one use. Test on DUOLAB and its capsules over 3 weeks on 40 women in the UK.

The L’OCCITANE by DUOLAB formulas are vegetarian friendly and you won’t find any ingredients of animal origin in our formulas except from bee by-products. 

Our 2 day moisturising bases (Light Cream and Melting Cream) include an emulsifier containing beeswax. No vegan, preservative-free, natural alternative has yet been found to replace this emulsifier. However, we have rigorously selected our beeswax suppliers and chosen partners that share our sustainable, ethical farming philosophy, ensuring no bees were killed in the harvesting of the wax.

 The rest of the DUOLAB skincare collection is free from any ingredients of animal origin and are vegan.

In the cosmetics industry, preservatives are added to formulas to prevent the growth of harmful bacteria and to ensure the formulas have a shelf life.

Normally, bacterial contamination in formulas containing water occurs because of contact with the air or contact with a contaminated, non-sterile object, such as a fingertip.

With DUOLAB the safety of these preservative free formulas is ensured by a 3 step process:
1.           the formulas are made and flash sterilised,
2.           the formulas are packaged in a sterile environment and in  sterile, airtight mono dose
3.           the DUOLAB device features a contactless system that ensures that the preservative free formulas never come into contact with the device. The means your formulas stay pure as you apply them on your skin.

DUOLAB’s preservative free formulas also respect the skin’s microbiome.
The skin microbiome is the name given to all microorganisms that live in harmony on our skin and form a natural, protective external layer.
A well-balanced microbiome is extremely beneficial to skin health, providing essential protection against pathogens, supporting our immune system and maintaining skin vitality. 
The skin microbiome is constantly changing and is affected by location, environment and cosmetic use. An unbalanced skin microbiome can result in discomfort, redness, dryness, sensitivity and the aggravation of skin conditions such as eczema, dermatitis, rosacea, acne, allergies or the ageing process.

By removing all preservatives (added and hidden) from our formulas and preserving them in sterile airtight capsules ensures the total safety and purity of your freshly made creams, while respecting your skin’s natural ecosystem.

One cycle of subscription lasts 28 days. You will then receive your personalised protocol of capsules every 28 days.

According to the offer your subscribed to, for the first delivery you will receive either :

- Your device + 4 packs of capsules
- Your device + 8 packs of capsules

According to the offer your subscribed to, for the next deliveries you will receive either :

- 4 packs of capsules
- 8 packs of capsules

Once you subscribed you are engaged for the first 6 cycles of 28 days, however unsubscribing is still possible within the first 6 cycles with fee.

After 6 cycles you can unsubscribe for free.

For more information please refer to our T&C available here: https://www.duolab.com/gb/terms-and-conditions

For this request you can contact your Duolab Customer Care by filling the specific contact form that you will find in your account section or by calling 0800 358 0648.

For the moment we do not provide the possibility of purchasing a subscription for someone else.

It is possible to change your delivery address. You need to place a request by filling the Customer Care contact form in your account section or by calling 0800 358 0648.

For the moment the subscription update is not possible. However we guarantee a protocol adapted to your skin needs thanks to our diagnostic available on duolab.com and on the Duolab App.

We are working on the Capsules only subscriptions. This will be available soon on duolab.com.