FREQUENTLY ASKED QUESTIONS

 
PRODUCT FAQ

How and where are your products made?

Our natural products are handmade in a sterile manufacturing location in the USA, reserved specifically for the formulation process. We strictly adhere to GMP standards and we use the highest quality, unadulterated ingredients only. Our professional strength products are manufactured by certified chemists in an FDA registered skincare lab in the 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 irritating preservatives, they must be stored properly and used within a reasonable timeframe 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 72 hours upon receipt of product, discontinue use if irritation occurs and see a dermatologist. 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 the surface. This should subside within a few weeks. If the purging does not subside within 4 weeks, becomes painful and/or gets drastically worse within days, discontinue use immediately and see your dermatologist.

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 extremely high demand, processing is an average of 10-12 BUSINESS DAYS, please make sure you are okay with this processing period before placing an order. By placing an order on our website, you agree to this timeframe. We do not offer expedited processing as our merchandise is handmade, artisan product that must be stored properly prior to shipment and cannot sit on a shelf. Please allow up to 14 business days processing during major holiday sales and 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). Within 48 hours of the last day of our processing period, you will receive a tracking number for your package. Domestic orders are shipped via UPS Ground, once a package is shipped, the only information we can provide regarding its location is the same information you can view on UPS' website. Transit is 1-7 business days depending on your geographic location. We also offer UPS 2 DAY AIR for faster transit at an additional fee. International orders are shipped via DHL Express, transit time is 3-7 business days. 

What package service options do I have?

We offer both standard and expedited shipping. Domestic orders are shipped via UPS Ground (Standard) and UPS 2 DAY AIR (Expedited). International orders are shipped via DHL Express

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 48 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 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.

The processing period has ended and I’ve received no update, what’s happening with my order?

Please contact our customer service team at service@epanouieskin.com 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 not to 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. We do not have access to any information beyond that and we will not contact UPS or DHL on your behalf with the exception of packages received damaged. If your package is delayed, we recommend calling UPS or DHL 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 updated nor has your shipment been marked delivered, we can declare your package lost & you should contact us for a refund or replacement. 

My package is missing/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 UPS & file a claim using your tracking number. We offer expedited (includes signature service) and standard signature confirmation shipping options to ensure the safety of your package for an additional fee. If you decline this option, you assume full responsibility of 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 10 business 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. Time is of the essence, we cannot provide refunds or replacements after 10 business days.


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, we cannot predict customs fees. Please be informed about the customs process in your location prior to ordering.
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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 notify 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 an adverse 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.
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DISCLAIMER
The statements made regarding these products have not been evaluated by the Food and Drug Administration. The efficacy of these products has not been confirmed by FDA-approved research. These products are not intended to diagnose, treat, cure or prevent any disease. All information presented here is not meant as a substitute for or alternative to information from healthcare practitioners. Please consult your healthcare professional about potential interactions or other possible complications before using any product. The Federal Food, Drug and Cosmetic Act requires this notice.