Frequently Asked Questions
Shipping & Delivery
If you make an error when ordering online, please contact us at email@example.com and we will gladly exchange your item for the one you intended to purchase. The returned item must be unopened and in its original condition. You are responsible for the delivery and postage charges.
Depending on whether or not your order has already been shipped, we may be able to change the shipping address. Please send us a message ASAP to firstname.lastname@example.org and we will do our best to make it right!
Refunds usually take 5-10 business days to appear on your statement depending on your financial institution.
Due to the nature of our products we are unable to offer refunds. However, if you’re unhappy with your product we will gladly exchange it or provide store credit. Exchange and store credit are assessed case by case, please email us email@example.com with your order number and allow 3-5 business days for us to get back to you. Any requests for exchanges or store credits must be made within 15 days of receiving the product.
If you received a product different from the one that you ordered, please contact us at firstname.lastname@example.org and we will ship your intended purchase at no additional cost.
When your order arrives, please inspect the carton for any damage. If damage occurred to your product in transit, please contact email@example.com. To assure prompt resolution, please retain the shipping box, packing materials and the damaged items for inspection by the carrier.
Our products are suitable for all skin types!
For more about how your purchase helps support plastic waste cleanup visit our sustainability page.
We want you to see what goes into your mask and that is why we decided to package them separately. Keeping our mask components separate also helps extend its shelf life.
The boosters are 10ml each and only need to be added once. Before your first application, empty the entire booster onto the base mask and mix well. After that, use the mask like any other mask.
Your credit card will be charged as soon as your order is accepted and processed.
We accept all major credit and debit cards including Visa, Mastercard, American Express.
Please email us at firstname.lastname@example.org with your order number ASAP and we will correct your charges.
14 DAY TRIAL
We recognize it's hard to shop for new products - especially when it concerns your skin. How would you ever know if something works or not without really giving it a try?
That is why we have decided to offer a no-commitment trial of our best selling clay mask. We are confident that once you try our innovative product, the results will speak for themselves!
Its super simple. If you buy our product through the trial, you get the FULL SIZE mask for free (just pay shipping). For 14 days, the mask is yours to try and test.
If after 14 days, you decide to keep it, we will automatically charge your card the full retail value of the mask ($65 CAD)+any applicable taxes. If you feel like the mask isn't for you, then simply return it within the 14 day trial period and ship it back to us at no additional charges.
Note: Your card will not be charged until your trial has ended. Any return requests made after the 14-day period are not eligible for a return.
Yes! the trial is completely free! All you need to pay is the shipping cost which is calculated at checkout based on your location.
Note: Shipping costs are not controlled by us and are directly charged by the carrier to deliver your products.
You will be charged the non-refundable shipping fee when you place the trial order.
You will have 14 days to try the product for free.
If you do not return the product within the 14-day trial period, your card will be charged the retail value of the mask plus any applicable taxes on the 15th day.
If you return the product within the 14 day trial period, your card will not be charged any additional fees (provided you ship the product back to us using the pre-paid shipping label provided).
If you cancel your order prior to reciept of your mask, we will assume that you are no longer interested in the trial. In this case, the mask will not be shipped to you. Your card will not be charged any fees besides the non-refundable shipping cost (as in most cases, we ship orders within hours and if your product is in transit by the time you cancel, we cannot recoup that cost).
No! you will get the full size mask along with the two customizing boosters and a mini bamboo brush with the trial :)
To return the mask you must follow the instructions in your order confirmation email and start a return/cancellation of the trial within the 14 days of the trial. Once the trial is cancelled, email us your receipt along with order # and we will send you the pre-paid shipping label.
Note: The product must be shipped back to us for us to process the return successfully. Failure to ship back the product will result in automatic charge which will be equal to the retail value of the mask plus any applicable taxes. Return requests made after the 14-day trial period are not valid.
We rely on complicated algorithms to process these transactions and sometimes errors can happen. We completely understand that it can be frustrating and will do everything we can to resolve it asap. Kindly email us at email@example.com with your order # and charge details so we can process the required changes asap.