FREQUENTLY ASKED QUESTIONS

PRODUCT FAQ

How and where are your products made?

Our natural products are handmade in a sterile manufacturing environment located in the USA, reserved specifically for the formulation process. No one is allowed in or out without following proper protocol and we use the highest quality (organic when possible) ingredients only. Our professional strength products are manufactured by certified chemists in a compliant skincare lab (USA).

 

Are your products vegan?

Some products are vegan.


Are your products ethically sourced and formulated?

Yes. All of our ingredients are fair trade; we do not participate in animal testing and neither do our suppliers.

What is the shelf life of your products?

Each product has a varying shelf life, relative to production date, you can find shelf life information on the specific product pages. Products are made fresh right before you order them, so the shelf life countdown begins when you receive your items. As these products are mostly comprised of natural ingredients, handmade in small batches and minimally preserved with NO PARABENS or other harsh chemicals, they must be stored properly and used within a reasonable time-frame after purchase regardless of shelf life for best results.

Are your products good for acne/rosacea/eczema/sensitive skin?

Our products are full of naturally healing/soothing ingredients and free of excess irritants, making them great for sensitive and blemished skin types; however, we cannot predict what your skin will be allergic or sensitive to. Please always read full ingredients list before purchase and patch test for at least 48 hours upon receipt of product, discontinue use if irritation occurs and see a doctor. We accept zero liability for any skin damage.

My skin is breaking out after using the products, why?

If you haven’t been practicing consistent skincare with quality products, your skin may be “purging”, all of the trapped dirt and oil under the skin is now coming to surface. This should subside within a few weeks. If the purging does not subside within weeks and/or gets drastically worse within days, discontinue use immediately and see your doctor.

Do I have to use the entire system of products?

Absolutely not. Our products are all amazing on their own and you are free to purchase any one to incorporate into your pre-existing skincare regimen. Using the system is simply an option that can aid in giving you the flawless skin you seek as safely and quickly as possible.

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PROCESSING & SHIPPING FAQ

When will I receive my products?

Due to heavy demand, processing is an average of 7 business days, please make sure you are okay with this processing period before placing an order. We do not offer expedited processing as most of our products are made by hand in very small batches and packed to ship by a small  team. Please allow up to 10 business days processing during sales and holiday periods. Business days do not include weekends or holidays. Processing begins the business day AFTER you place your order (if you order on Friday, processing begins on Monday). After processing, your item will be shipped via UPS  or USPS depending on the shipping option chosen. Shipping is 1-5 business days domestically (USA) and 5-21 business days internationally, this is TRANSIT time, which begins after your order is already processed and shipped. Our customer service team is available 24/7 to answer any questions about order status, however allow up to 72 hours for a response following a restock.

What mail service options do I have?

We offer both expedited and standard shipping. Domestic orders are shipped via USPS. International orders are shipped via USPS or UPS depending on shipping option chosen. We can ship via your preferred carrier if you contact us within 24 hours of order placement, additional charges may apply.

What payment methods do you accept?

We accept PayPal as well as most major credit cards.

Why didn’t I receive a confirmation e-mail?

Please check your spam/junk folders, if the e-mail isn’t in there, contact our customer service and provide your order information (first & last name, billing address). We will be in touch within 12 hours.

I made a mistake in my order, can I fix it?

Yes. You will receive a confirmation e-mail after order placement, please review it and respond with what you’d like to change within 12 hours. We can only remove items from existing orders, we cannot add items onto existing orders. We strive to provide efficient service and cannot alter orders after 12 hours have passed. After 12 hours have passed, you will only have the option of requesting order cancellation and placing a new order. Orders cancelled after 48 hours of order placement will incur a $10 restock fee which will be deducted from your refund.

It’s been more than 10 business days and I’ve received no update, what’s happening?

Please contact our customer service team, even during sales, items ship within 10 business days. Contact us with your name and order number and we will be in touch with information about your order status within 48 hours.

My package was delivered to the wrong address, what can I do?

If your package was mailed to the wrong address at no fault of our own, we accept zero liability & will not refund. If it is returned to sender, we can ship it back out if you provide the accurate address & pay a $10 reshipment fee. If you opt to not have your package reshipped, you will not receive a refund. 

My package is delayed, what can I do?

It is important to note that we have access to the same tracking information as you. All shipments, no matter how small are sent with a tracking number which you can use to track your package and contact USPS. We do not have access to any information beyond that and we will not contact USPS on your behalf. If your package is delayed, we recommend calling USPS and providing them your tracking number and address. If it has been 10 business days domestically/20 business days internationally and your tracking has not moved nor has your shipment been delivered, we can declare your package lost & you should contact us for a refund or replacement. The same policy applies if your tracking was initially en route but suddenly stopped updating.

My package was stolen, what can I do?

We are NOT responsible for packages after they have been marked delivered. If your package is missing after being marked delivered, contact USPS & file a claim using your tracking number. We offer a signature confirmation shipping option to ensure the safety of your package for an additional fee. If you decline this option, you assume full responsibility for your package after it is marked delivered. We highly recommend purchasing signature confirmation if you reside in an area with a high incidence of stolen packages.

My products arrived leaking/broken, what can I do?

E-mail our customer service department within 7 days of package delivery and we will be more than happy to get the problem sorted out. Be sure to include photos of the damage in your e-mail.


I made two separate orders within 48 hours of each other, can my orders be combined and shipped in one package?

We do not combine orders for the sake of efficiency in processing due to very heavy volume. Please be sure to take your time when placing an order and make sure you get everything you need. In the event multiple orders are placed, they will ship separately and we will not refund shipping.

Do you offer international shipping?

Yes we do. Buyer is responsible for customs, if you need accommodation with customs, please contact us within 72 hours of order placement. We offer a flat-rate shipping cost to anywhere in the world no matter the size of your order which saves you a great deal of money, please be advised that this option is a relatively slow shipping option via USPS with varying transit times dependent upon your location. We also offer expedited shipping at an additional cost. USPS will transfer your package to your local post office upon arrival in your country, please contact your local post office regarding your shipment.
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GENERAL FAQ

Can these products be used on children and pregnant women?

Please consult your obstetrician and/or pediatrist before use. They will be able to tell you if the ingredients are safe for your usage. With any cosmetic product, it is important to read ingredient lists and make sure you're not allergic to anything and/or don't have any conditions that would lead to a bad reaction.

Do you accept returns?

Due to the handmade and personal cosmetic nature of our products, no returns are accepted under any condition. Please be sure to view photos and read descriptions of products prior to purchase to ensure it is a match for what you seek. If you are unsatisfied with the products, please contact us and we’ll do our absolute best to remedy your concern.

Do you have a retail location for product purchases?

Not yet! As of now, products can only be purchased online. We will keep customers updated on any retail locations in the future.

Your question isn’t listed here? Contact our customer service department at service@epanouieskin.com or simply use our 'Contact Us' form and we will respond within 72 hours.