Frequently Asked Questions
Answers to the questions we hear most — from account help to shipping and returns. Can't find what you need? Reach out to our team directly.
Our Products
Where can I find the full ingredient list for a product?
Every product page includes an "Ingredients" tab listing everything in that formula.
Are your products tested on animals?
No — none of our products are tested on animals.
Is it safe to use your products during pregnancy?
We'd always recommend checking with your doctor before introducing any new skincare product while pregnant.
Do your formulas contain parabens?
No, our formulas are made without parabens or other harsh preservatives.
My Account
Why should I create an account?
An account lets you track past orders, save your shipping details, check out faster, and get early access to new launches and offers.
I forgot my password — what do I do?
Use the "Forgot password" link on the sign-in page and we'll send you a reset link by email.
How do I update my account details?
You can update your info from your account settings, or contact our support team for help. [PLACEHOLDER: link to your account page]
How do I unsubscribe from marketing emails?
Click the unsubscribe link at the bottom of any of our emails and you'll be removed right away.
Orders & Delivery
How long does shipping take?
[PLACEHOLDER: add your typical processing and delivery time, e.g. "Orders ship within 2 business days and arrive within X days."]
How do I track my order?
You'll receive a tracking number by email once your order ships. [PLACEHOLDER: add a link to your order-tracking page if you have one]
My order arrived damaged — what should I do?
We're sorry to hear that. Please contact our support team with a photo of the item and we'll sort out a replacement. [PLACEHOLDER: your contact email/phone and reporting window]
I didn't get an order confirmation email — what now?
First check your spam or promotions folder. If it's still not there, reach out and our team will resend it.
Returns & Exchanges
What is your return policy?
[PLACEHOLDER: add your return window and conditions, e.g. "Unopened products can be returned within X days of purchase for a full refund."]
How do I start a return or exchange?
Contact our support team before sending anything back so we can set up your return. [PLACEHOLDER: your process/RMA details]
Who covers the cost of return shipping?
[PLACEHOLDER: state whether return shipping is free or the customer's responsibility]
Shopping & Payment
What payment methods do you accept?
[PLACEHOLDER: list your accepted payment methods, e.g. credit card, cash on delivery, etc.]
Can I use more than one discount code per order?
Generally only one promo code can be applied per order, and some codes may exclude certain products. [PLACEHOLDER: confirm this matches your store's rules]
Professionals
I'm a licensed esthetician or spa owner — can I get a professional account?
Yes — licensed professionals can apply for a professional account to access pro-only products. [PLACEHOLDER: add your application link or contact details]