Shipping, returns, and other FAQs
Here are some answers to frequently asked questions.
How much do you charge for shipping & handling?
Standard shipping: $5.95
FREE on all domestic orders over $40.00!
Most orders are shipped within 24 hours Monday through Friday, but custom sample kits take a few days since we create each one by hand. Delivery time for standard shipping is usually quick: orders are often delivered 2-3 days after being shipped. That said, all carriers are currently experiencing higher volumes than normal due to COVID-19, which may lead to a longer delivery time than normal. If you need your order shipped as soon as possible, you can email firstname.lastname@example.org or call us on 415-520-7320 and we will always do our best to help.
Do you offer gift-wrapping?
Yes! If you'd like your products wrapped in tissue paper and tied with raffia, just let us know. We can also include a handwritten note if you wish.
Do you ship internationally?
Yes! All international orders are sent via USPS or UPS. Here are our shipping charges:
- Orders up to and including $250 USD of product: $24.50 USD shipping charge
- Orders over $250 USD of product: free shipping!
You can place your order directly in our system.
Outside US/ Canada:
Please email email@example.com so that we can help you with your order; we can ship most of our products to most countries around the world and there are some exceptions.
- Orders of $250 USD and under of product: please contact us for shipping options
- Orders over $250 USD of product: free shipping
Note on international duties and taxes: Our shipping charges do not include international customs fees, duties, tariffs, or broker taxes. All applicable taxes and duties must be paid by the customer directly to the carrier. Please contact the customs office in your destination country for information about any applicable duties or taxes. Packages may be held at the local sorting facility until customs fees are paid.
Note on international returns and refunds: Please see our return policy below. In addition, for returns outside of the United States, we cannot refund shipping fees. We are not responsible for refunds if packages are refused due to high duties and taxes, or if packages or specific items cannot clear customs due to your country’s restrictions.
If you have any questions about international orders, please contact us at firstname.lastname@example.org.
What is your return policy?
If you bought the wrong item, or decided you don’t want it and couldn’t cancel your order in time, you can return unopened products in original, sellable condition to us within 30 days of your purchase. Simply email email@example.com for return authorization and shipping instructions, and we’ll send you a store credit for the unused products you send back once we receive them.
At this time, we cannot accept returns of opened products.
Here's why we're such sticklers about that: If you open up a product and try it once, only to find that you don't really like it, it would just end up getting thrown away if you returned it. And we dislike creating waste. So we offer mini sizes, sample kits, a custom sample service, and Guides who love helping out with product recommendations to make sure you find something that you'll be really happy with. We think this approach is better for you, better for us, better for the small companies whose products we sell, and better for the planet.
...So how do I get samples?
Right here! If you just want to try 1 or 2 things that you've already identified, try our custom sample service, which allows you to get a small sample of almost anything on our site. If you're not sure exactly what you want to try yet, try our full skincare consultation and sample kit, which allows you to try 4-6 samples.
Also, whenever you place an order of full size products with us, we're happy to include complimentary samples of specific products you're interested in trying. Request up to three in your notes at checkout, and we'll do our best to include as many of them as we can.