Shipping & Returns: Everything You Need to Know

We're committed to getting your skincare to you safely and quickly

At our company, we understand that when you order skincare products, you're excited to start your journey to healthier, more radiant skin. That's why we've designed our shipping process to be fast, reliable, and transparent. We also know that sometimes products don't work out as expected, or you might receive an item that doesn't meet your expectations. Our return policy is designed to be fair, flexible, and customer-friendly, ensuring you can shop with confidence.

How we process and ship your orders

From the moment you click the purchase button, our team gets to work preparing your order. We process orders Monday through Friday, excluding major public holidays. If you place your order before 2 PM Eastern Standard Time on a business day, we'll process and ship it the same day. Orders placed after 2 PM or on weekends will be queued for processing on the next business day. During peak shopping seasons like Black Friday, Cyber Monday, or the holiday season, processing times may extend by one additional business day due to high order volumes, but we always do our best to get your products to you as quickly as possible.

Once your order is processed and leaves our warehouse, you'll receive a shipping confirmation email containing your tracking number and a link to track your package in real time. This allows you to see exactly where your package is and when it's expected to arrive. We partner with reliable shipping carriers to ensure your products arrive safely. All packages are carefully packed with protective materials to prevent damage during transit, and we use discrete packaging that doesn't advertise the contents.

Shipping options to fit your timeline and budget

We offer multiple shipping options so you can choose the one that best fits your needs and budget. Our standard shipping option typically delivers within 5 to 7 business days from the date your order ships. Standard shipping is completely free on all orders over $50, making it easy and economical to stock up on your favorite products. For orders under $50, standard shipping costs just $5.95, which we believe is a fair and affordable rate.

If you need your skincare products more quickly, we offer expedited shipping that delivers within 2 to 3 business days for $12.95. This is perfect if you're running low on an essential product or want to receive your order before a special event. For truly urgent needs, we offer express overnight shipping for $24.95, which delivers your order the next business day if you order before 2 PM EST. Please note that expedited and express shipping options are only available for orders shipping within the continental United States, and delivery times don't include the processing day.

It's important to understand that shipping times are estimates based on typical carrier performance and don't include processing time. While we work with reliable carriers and your package will almost always arrive within the stated timeframe, occasional delays can occur due to factors beyond our control, including severe weather conditions, natural disasters, carrier capacity issues, incorrect addresses, or customs delays for international shipments. We appreciate your patience and understanding when these rare situations occur.

International shipping: bringing our skincare to customers worldwide

We're thrilled to be able to ship our products to customers around the world. We currently ship to over 50 countries across North America, Europe, Asia, and Australia. International shipping times vary significantly depending on your location and typically range from 10 to 21 business days, though some remote locations may take longer. When you place an international order, you'll see an estimated delivery timeframe at checkout based on your specific country.

International customers should be aware that customs duties, taxes, and fees may apply to your order. These charges are determined by your country's customs regulations and tax laws, not by our company, and they're collected either at the time of delivery or, in some cases, before your package is released by customs. The amount varies widely depending on your country's import laws and the value of your order. These fees are the responsibility of the customer and are not included in our product prices or shipping costs. We recommend checking with your local customs office if you have questions about potential fees before placing your order.

Additionally, please ensure that your shipping address is complete and accurate, including any apartment numbers, building names, or special instructions that might be necessary for successful delivery in your country. International packages cannot be rerouted once shipped, so accuracy is essential. Some countries also have restrictions on certain cosmetic ingredients, so in rare cases, we may not be able to ship specific products to certain locations. If this affects your order, we'll contact you immediately to discuss alternatives.

Our hassle-free 30-day return policy

Your satisfaction is our top priority, and we stand behind the quality of our products. If you're not completely happy with your purchase for any reason, you can return it within 30 days of the delivery date for a full refund or exchange. We chose a 30-day window because we believe it gives you adequate time to properly test products and determine whether they work for your skin. Unlike some companies that require products to be unopened or unused, we understand that you need to actually try skincare products to know if they're right for you.

To qualify for a return, products must be at least 50 percent full and in their original packaging. We need to be able to resell returned items, so they should be in reasonably good condition. Please keep all original boxes, bottles, and packaging until you're certain you want to keep the products. While we don't require products to be completely full or unused, we cannot accept returns on products that are almost entirely used up, as this wouldn't be fair to our other customers.

Items that cannot be returned for health and safety reasons

While we strive to accept as many returns as possible, there are some exceptions to our return policy based on health, hygiene, and safety considerations. Due to the personal nature of these items and hygiene concerns, we cannot accept returns on any opened tools, applicators, brushes, or other items that come into direct contact with the skin, eyes, or mouth. This includes items like facial cleansing brushes, jade rollers, gua sha tools, eyelash curlers, makeup sponges, and similar items. These products can only be returned if they remain sealed in their original, unopened packaging.

Gift sets and bundled products can be returned, but only if the entire set is returned complete with all items included. We cannot accept partial returns of bundle components. Products purchased during special promotional sales, including Black Friday, Cyber Monday, or end-of-season clearance events, are marked as final sale at the time of purchase and cannot be returned or exchanged unless they arrive damaged or defective. This will always be clearly stated at checkout for promotional items.

Step-by-step guide to returning or exchanging products

Initiating a return is simple and straightforward. Start by contacting our customer service team within 30 days of receiving your order. You can reach us by email at [e-mail], through the contact form on our website, or by calling our customer service line during business hours. When you contact us, please have your order number ready and be prepared to tell us which items you'd like to return and the reason for the return. While providing a reason isn't mandatory, this feedback helps us improve our products and services.

Within 24 hours of your return request, usually much sooner, our customer service team will send you a return authorization number and detailed return instructions. This return authorization number is important and must be included with your return package. Pack your items securely, preferably in the original product packaging and shipping box if you still have them. If you've discarded the original packaging, use a sturdy box with adequate padding to protect the products during return shipping. Clearly write or print your return authorization number on a piece of paper and place it inside the box, and also write it on the outside of the package if possible.

Ship your return package to the address provided in your return authorization email. We strongly recommend using a shipping method with tracking and keeping your receipt. While we process returns as soon as we receive them, we cannot be responsible for packages that are lost in transit or never reach our returns facility. Shipping insurance is optional but recommended for high-value returns. For your convenience, we'll provide you with a prepaid return shipping label for returns within the continental United States, so you won't have to pay out of pocket for return shipping in most cases.

What happens after we receive your return

Once your return package arrives at our returns facility, we'll send you an email confirming that we've received it. Our returns team will then inspect the returned items to verify that they meet our return policy requirements. This inspection process typically takes 2 to 3 business days. We check that items are at least 50 percent full, in their original packaging, in resalable condition, and that your return was initiated within the 30-day window.

If your return is approved, we'll immediately process your refund. Refunds are always issued to the original payment method you used when placing the order. If you paid by credit card, the refund will be credited back to that card. If you used PayPal, the refund will go back to your PayPal account. Please allow 5 to 10 business days for the refund to appear in your account once we've processed it. This timeframe depends on your bank or credit card company's processing speed and is unfortunately beyond our control. If you don't see your refund after 10 business days, please contact your bank first, and then reach out to us if there's still an issue.

If you requested an exchange for a different product or a different size, we'll ship your replacement item as soon as we receive and approve your return. You'll receive a shipping confirmation email with tracking information for your exchanged item. If the item you want to exchange for happens to be out of stock at the time we process your return, we'll contact you immediately to let you know and offer you the option to choose a different product, wait for the item to be restocked, or receive a refund instead. We'll never leave you waiting or wondering about the status of your exchange.

Damaged, defective, or incorrect items: we'll make it right

While we take extreme care in quality control and packaging, occasionally mistakes happen or items are damaged during shipping. If you receive a product that is damaged, defective, or different from what you ordered, please contact us immediately, ideally within 48 hours of delivery. This prompt notification helps us file claims with our shipping carriers when necessary and address the issue as quickly as possible.

When you contact us about a damaged or defective item, please take clear photos of the product, any damage, and the packaging it arrived in. These photos help us understand what went wrong and improve our processes. For damaged items, photos also help us file insurance claims with carriers. Once we receive your photos and information, we'll send you a replacement item immediately, usually with expedited shipping at no charge to you, or issue a full refund if you prefer. You won't need to return the damaged or defective item unless we specifically request it.

If you received an incorrect item due to a picking or packing error on our part, we sincerely apologize for the inconvenience. We'll send you the correct item right away with expedited shipping, and we'll provide a prepaid return label for you to send back the incorrect item at your convenience. In cases where we made an error, you'll never be charged for return shipping or have to wait for us to receive the return before we send your correct item.

Questions about your shipment or return?

If you have any questions about shipping options, tracking your order, initiating a return, or anything else related to receiving your products, our customer service team is here to help. You can reach us by email, phone, or through our website's live chat feature. We're available Monday through Friday from 9 AM to 6 PM EST, and we typically respond to emails within a few hours during business hours. We're committed to making your shopping experience as smooth and stress-free as possible, because we want you to love not just our products, but the entire experience of being our customer.