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Frequently asked questions

Orders & shipping

When will my order ship?

Orders are prepared within 1–3 business days (weekends and holidays excluded). During busy periods, please allow up to 2–3 additional business days. You’ll receive a shipping confirmation email as soon as your order is on its way.

How long does delivery take?

Once shipped, orders typically arrive within 5 to 10 business days. Delivery windows are estimates and can shift slightly during holidays or carrier delays.

Do you offer free shipping?

Yes — orders of $48 or more automatically qualify for free standard shipping at checkout.

What is Shipping Protection?

For $4.95 at checkout, Shipping Protection covers your order if it’s lost, stolen, or damaged in transit — we’ll replace or refund it at no extra cost. Just email us with your order number.

Can I change or cancel my order?

We start processing orders right away, so changes aren’t always possible once an order is placed. Please double-check your shipping details before checkout. If something’s urgent, email us as soon as you can and we’ll do our best.

Do you ship internationally?

We currently focus on shipping within the United States. If you’re ordering from elsewhere, delivery may take longer, and any customs duties or import taxes are your responsibility.

Subscriptions

How does Subscribe & Save work?

Choose the subscription option at checkout and save an extra 25% on every order. Your masks are delivered monthly, automatically — no need to reorder.

How do I pause, skip, or cancel?

Anytime, in a couple of clicks, through the Manage Subscription portal. You can also change your delivery frequency or shipping address there. Prefer we do it for you? Just email us before your next renewal date.

I was charged for a renewal I wasn’t expecting.

This usually means a subscription is still active on your account. Email us with your order number and we’ll sort it out and make sure future renewals are paused.

I can’t find my subscription in the portal.

It may be linked to a different email address than the one you’re using. Try logging in with the email you used at checkout — if it still doesn’t appear, email us and we’ll find it for you.

Product & skin

How often should I use the masks?

One mask per week — each box contains 4 masks, a one-month supply. Leave on for 20–30 minutes for best results.

Are they suitable for sensitive skin?

Our formulas are designed to be gentle. As with any new skincare product, we recommend a quick patch test on your inner arm first. If irritation occurs, discontinue use.

Can I use them while pregnant or breastfeeding?

Our masks are formulated to be gentle, but since everyone’s medical situation is different, we always recommend checking with your doctor before adding a new product to your routine.

What’s the difference between the Face Mask and the Chest Mask?

Same collagen technology, different areas. The Face Mask is shaped for facial contours; the Chest Mask is designed for the décolleté, an area that shows ageing early but is often forgotten. Many customers use both.

How should I store them?

Somewhere cool and dry, away from direct sunlight, sealed until use. Chilling one in the fridge beforehand adds a refreshing, de-puffing finish.

Returns & refunds

What’s your return policy?

We offer a 30-day money-back guarantee from your delivery date. Email us with your order number and reason, and we’ll take it from there. Full details in our refund policy.

My order arrived damaged.

Sorry about that. Email us within 14 days of delivery with a photo of the issue and your order number, and we’ll send a free replacement or a full refund — your choice.

How long do refunds take?

Once approved, refunds are issued to your original payment method within 5–10 business days. Your bank may take a little longer to post it.

I was charged but don’t see an order confirmation.

Send us the email address or name used at checkout and we’ll track it down. Most billing questions are resolved within a day.