FREQUENTLY ASKED QUESTIONS

PRODUCT FAQ

HOW AND WHERE ARE YOUR PRODUCTS MADE?

Our botanical products are artisan handmade in a GMP facility in the USA, reserved specifically for the formulation and manufacturing process. We strictly adhere to cGMP standards and we use only the highest quality, unadulterated ingredients. Our clinical products are manufactured by certified cosmetic chemists in an FDA registered skincare lab in the USA.

ARE YOUR PRODUCTS VEGAN?

Some products are vegan. Comprehensive ingredients lists are provided for each and every product. 

ARE YOUR PRODUCTS ETHICALLY SOURCED AND FORMULATED?
Yes. We source fair trade whenever possible; 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.

ORDERING, PROCESSING & SHIPPING FAQ

 

WHEN WILL I RECEIVE MY PRODUCTS?
Orders will be processed within 5 to 10 business days. Please allow up to 12 business days processing time during sale promotions and major holiday periods. Orders containing artisan soap products can take up to 15 business days to ship due to heavy volume and high demand. Business days do not include weekends or federal holidays. Processing begins the business day AFTER you place your order (if you order on Friday, processing begins on Monday). You will receive a tracking number for your package once it is shipped. After a package is shipped, the only information we can provide regarding its location is the same information you can view on the carrier's website.  Domestic orders are shipped via UPS, transit time is 1-5 business days depending on shipping method and your geographic location relative to our facility. International orders are shipped via DHL or USPS, transit time is 3-20 business days. 
WHAT PACKAGE DELIVERY OPTIONS DO I HAVE?

We offer both standard and expedited shipping domestically. Domestic orders are shipped via UPS Standard (1-5 DAYS) and UPS Expedited (1-2 DAYS). All international orders are shipped with express service via DHL or USPS. 


WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept Klarna and most major credit cards.

CAN I COMBINE DISCOUNTS? CAN A DISCOUNT BE USED AFTER ORDER PLACEMENT?

One discount per order. Discount must be applied before checkout. No exceptions. Discount codes do not apply to e-gift cards, sample sizes, tools or select artisanal items; however, the reward codes earned by participating in our loyalty program can be used on anything within our store.

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 EDIT IT? CAN I CANCEL MY ORDER?

Orders can be edited within 12 hours of order placement. We cannot guarantee an order will be edited before it is dispatched due to the speed at which we strive to ship orders. Order cancelation may be requested within 24 hours of order placement. We cannot cancel orders after 24 hours have passed. 

I MADE TWO SEPARATE ORDERS, 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 entirely responsible for customs and duties, we cannot predict customs fees. Please be informed about the customs process in your location prior to ordering.

CAN I SUBSCRIBE TO GET AUTOMATIC PRODUCT REPLENISHMENTS?

Yes, we offer a subscription service. By subscribing, you can receive a generous discount on all subscriptions in addition to free shipping for subscriptions over $50 in total value. Your replenishment orders will be automatically submitted into our system according to the timing intervals you choose. You can manage your subscription at any time, however cancelations on certain plans will need to be requested of our customer service. 

THE PROCESSING PERIOD HAS ENDED AND I’VE RECEIVED NO SHIPPING CONFIRMATION, 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. 

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 their representative with your tracking number and address. If it has been 7 business days domestically/15 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 within 30 days of the dispatch date 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 the courier & file a claim using your tracking number. We offer signature confirmation shipping options to ensure the safety of your package for an additional fee. We also offer package insurance at an additional fee. If you decline these options, you assume full responsibility for your package after it is marked delivered. We highly recommend purchasing signature confirmation and/or shipping insurance if you reside in an area with a high incidence of stolen packages.

MY PRODUCTS ARRIVED LEAKING/BROKEN, I RECEIVED THE WRONG PRODUCT... 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.

REWARDS PROGRAM FAQ

 

HOW DO I EARN REWARDS?

It's simple, just sign up for a rewards account here and shop with us regularly! Rewards can also be earned through actions other than shopping such as social media interactions and product reviews. Once you have enough reward points, you can redeem them for $$$ off anything within our store.

HOW DO I REDEEM REWARDS?

As long as you have a customer account with our store, you are earning rewards points on purchases. However, in order to redeem a reward, you will have to SIGN UP for a rewards account here.

CAN MY REDEEMED REWARD BE REVERTED INTO POINTS IF I CHANGE MY MIND? DO REWARDS EXPIRE?

Once a reward is redeemed, it cannot be reverted into points. A reward that has been used cannot be restored whether the order is fulfilled or canceled. Reward points never expire, however, redeemed rewards expire 1 calendar year (365 days) from the redemption date.

 

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 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.















 

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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.

 


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.