FAQ
Contact
How can I contact Customer Support?
You can contact our Customer Support team through the Contact Us page or by email. Please include your order number when contacting us about an existing order.
When can I expect a response to my email?
Our Customer Support team typically responds within 1–2 business days. Response times may be longer during holidays, promotions, or periods of high order volume.
Can I place an order by phone?
Orders can be placed directly through our website. For assistance with placing an order, please contact Customer Support.
Products & Skincare
Are your products cruelty-free?
Please refer to the product information provided on our website for the most current product and testing information.
Are your products vegan?
Product formulations may vary. Please check the individual product description for the most current ingredient and product information.
The product I want is out of stock. What can I do?
If a product is temporarily unavailable, please check the product page again later. Availability may change as inventory is replenished.
Can you recommend products for my skin type?
Product suitability depends on individual skin needs and preferences. Please review the product description and ingredient information before purchasing.
Where can I buy your products?
Products available through our online store can be purchased directly through our website.
How should I store my skincare products?
Store products according to the instructions provided on the product packaging. In general, keep skincare products away from excessive heat, moisture, and direct sunlight.
How can I check the expiry or recommended use period of a product?
Please check the product packaging for applicable expiry, period-after-opening, or usage information.
How do I perform a patch test?
Follow the product instructions carefully and test a small amount on a limited area of skin before broader use. Stop using the product if irritation occurs.
How can I verify product information?
Check the product name, packaging, ingredients, and other information provided on the product page and packaging. If you have concerns about a product, please contact Customer Support.
Orders
Can I cancel my order?
We process orders as quickly as possible. If you need to cancel an order, please contact Customer Support as soon as possible. Cancellation requests cannot always be guaranteed after an order has entered processing.
Can I remove products from my order?
Order changes depend on the processing status of your order. Please contact Customer Support as soon as possible after placing your order.
Can I change my shipping address after placing an order?
Please contact Customer Support as soon as possible if you need to change your shipping address. Once an order has been processed or shipped, address changes may not be possible.
How many products can I order?
Order quantities may be limited based on product availability, inventory, or promotional conditions.
I did not receive my order confirmation email. What should I do?
First, check your spam, junk, and promotional folders. If you still cannot find your confirmation email, contact Customer Support with the email address used for your order.
How can I track my order?
Once your order has shipped, tracking information will be provided when available. Use the tracking information in your shipping confirmation email to follow your package.
I did not receive a tracking number. What should I do?
Tracking information may not be available immediately after an order is shipped. If tracking information is still unavailable after the expected processing period, please contact Customer Support.
My order arrived damaged or an item is missing. What should I do?
Please contact Customer Support as soon as possible after delivery. Include your order number and, when possible, clear photos of the package and damaged or missing items.
My package was delivered to the wrong address. What should I do?
Please contact Customer Support with your order number and shipping details so we can review the delivery information.
My order is delayed. What should I do?
Delivery times may vary due to carrier delays, weather, holidays, or other circumstances. Please use your tracking information for the latest shipment status.
My package appears to be stuck in transit. What should I do?
If tracking has not updated for an extended period, please contact Customer Support so we can review the shipment status.
My package is being returned to the sender. What should I do?
Please contact Customer Support after you see a return-to-sender status. We will review the order and provide the available next steps.
My order is missing or may have been stolen. What should I do?
Check the tracking information and delivery location first. If you still cannot locate the package, contact Customer Support with your order number and tracking information.
Shipping & Delivery
Where do you ship?
Shipping availability depends on the destination and the shipping options available at checkout. Please enter your shipping address during checkout to confirm availability.
How much does shipping cost?
Available shipping methods and applicable shipping charges are displayed during checkout before you complete your purchase.
How long does delivery take?
Estimated delivery times depend on the destination, shipping method, order processing time, and carrier conditions. Please refer to the Shipping Policy for additional information.
How long does it take to process an order?
Orders are generally processed within the timeframe stated in our Shipping Policy. Processing may take longer during holidays, promotions, or periods of high order volume.
Which shipping carrier do you use?
Shipping carriers may vary depending on the destination and shipping method selected. Tracking information will be provided when available.
Do my billing and shipping addresses need to be the same?
Your billing and shipping addresses do not necessarily need to be the same. However, your payment information must be entered accurately to complete the transaction.
Are taxes or other fees charged on my order?
Applicable taxes and other charges, when required, will be calculated and displayed during checkout before you complete your purchase.
Can I ship to a P.O. Box?
P.O. Box availability depends on the destination and shipping carrier. Please check the shipping options available at checkout.
Billing & Payments
What payment methods do you accept?
Available payment methods are displayed during checkout. Payment options may vary depending on your location and order.
When will my payment be processed?
Payment is generally authorized or processed during checkout. Your payment provider may determine the exact timing of the transaction.
What currency will I be charged in?
The applicable currency is displayed on the website and during checkout before you complete your purchase.
Why does my bank statement show a different amount?
If the amount shown by your payment provider differs from your order total, please review your order confirmation and contact your bank or payment provider if necessary. You may also contact Customer Support for assistance.
My transaction was declined but my card shows a charge. What should I do?
A declined transaction may result in a temporary authorization hold. These holds are generally released by the payment provider according to its processing procedures. If the charge remains, please contact your payment provider or Customer Support.
Returns & Refunds
What is your return policy?
Please review our Return & Refund Policy for the current eligibility requirements, return process, and refund information.
How do I return an item?
Contact Customer Support with your order number and return request. Our team will provide the applicable return instructions.
Can I return a product without its original packaging?
Return eligibility may depend on the condition of the product and applicable return requirements. Please contact Customer Support before sending an item back.
Can I return multiple items from different orders in one package?
Please contact Customer Support before combining returns from different orders. Separate return instructions may apply.
I experienced irritation after using a product. What should I do?
Stop using the product if irritation occurs. If you have concerns about a reaction, consult an appropriate healthcare professional. Contact Customer Support if you would like to discuss the return process.
When will I receive my refund?
Once an eligible return or refund has been initiated, refunds are generally processed within the timeframe stated in our Return & Refund Policy. Your bank or card issuer may require additional processing time.
Why is my refund amount different from my original order amount?
Refund amounts can depend on the items approved for return and the applicable terms of the order. If you have questions about a refund, please contact Customer Support.
Account & Technical Support
How do I create an account?
Select the account or sign-up option on our website and follow the instructions to create your account.
How do I change my password?
Use the password reset or account settings options available on the website. If you need additional assistance, contact Customer Support.
Can I update my email address?
Depending on your account settings, you may be able to update your email address from your account. Contact Customer Support if you need assistance.
I’m having trouble using the website. What should I do?
Try refreshing the page, clearing your browser cache, or using another supported browser. If the issue continues, contact Customer Support with details about the problem.
How can I contact Customer Support about an order?
Please provide your order number, the email address used for the order, and a description of the issue so our team can assist you efficiently.
Privacy
What information do you collect?
We may collect information needed to process orders, provide customer support, operate our website, and improve our services. Please review our Privacy Policy for complete details.
How is my information used?
Information may be used to process orders, communicate with customers, provide services, maintain website functionality, and meet applicable legal requirements.
How is my information protected?
We use reasonable administrative, technical, and organizational measures designed to protect customer information. Please review our Privacy Policy for additional details.
How can I request access to or deletion of my personal information?
Requests regarding your personal information can be submitted through our Customer Support team. Additional requirements may apply depending on applicable law.
Additional Questions
Where can I find more information about an individual product?
Please visit the relevant product page for current information about ingredients, product features, directions, and availability.
Can I get product recommendations?
You can review individual product descriptions and ingredient information to determine which products may suit your preferences. If you need assistance, contact Customer Support.
What should I do if I cannot find the answer to my question?
Please contact our Customer Support team through the Contact Us page. Include as much relevant information as possible so we can assist you efficiently.
Still Have Questions?
Can’t find the answer you need? Please contact our Customer Support team and we’ll be happy to assist you.