Frequently Asked Questions
USING OUR FACIAL OIL SERUM
Can I use the my Facial Oil serum along with my other products?
Absolutely. Some members of our community use our oil serum both day and night while others use it just once a day. Some swap their moisturizer for our serum while others use it our serum in addition to their already implemented routine. What is recommended above all is what works best for your skin. Please keep in mind that when used in addition to other products, the serum should be put on last (with the exception of sunscreen).
What is the difference between my Facial Oil serum and a typical moisturizer?
We agree, all of the skincare terminology can be really confusing given everyone has their own definitions. We consider our serum to be an oil serum, meaning it is composed of 100% oil. In contrast, moisturizers are made with water, oil, and other ingredients. You can use our oil serum on its own or after a moisturizer to lock the cream moisture in. Either method works. and it’s totally fine!
Is there an adjustment period when starting or switching skin care?
Generally it takes a couple of weeks for our skin to become acclimate to new skincare products. After a few days of using the product you may notice an initial reaction on your skin, such as dryness, redness and spots. This is part of the skin’s natural cleansing process and is completely normal. However, if after a few days you continue to experience a reaction or discomfort, you are not meant to put up with continuous discomfort on your skin, if this happens, stop using the products and contact us.
Can I use it if I have really sensitive/oily/dry skin?
Our oil serum works wonderfully on all skin types, including sensitive, combination, acne-prone, mature, and dehydrated skin. If your skin is very dry, it is recommended to use a little more while if your skin is too oily, it is recommended to use a little less.
How long until I see results?
Most individuals see a visible improvement in their skin within days and results are expected to increase over time.
How do I care for my Facial oil serum?
The best way to care for the oil serum is to keep it sealed airtight at all times. The serum should be kept away from light and heat as much as possible, stored in a cool, dry place.
Where is it made?
Our Signature Bottle and oil serum formulation are 100% designed and handcrafted in France and Italy.
Is the oil serum tested on animals?
Absolutely not, our serum is 100% cruelty-free and vegan.
Is there an expiration date?
We encourage you to use your product within 6 months of opening for optimal freshness and potency. However, when stored under best conditions (away from light, heat and humidity) our products can be safely used for up to a year after opening.
How often do I need to purchase the serum?
If you use the serum twice a day, we recommend starting with a frequency of every 2 months.
What does “EcoCert certified” mean?
EcoCert is an organic certification and inspection body established in France in 1991. With activity in over 80 countries it has become one of the largest organic certification organizations in the world and one of the best-known labels in the field of standardization regarding natural cosmetics. To ensure an environmentally friendly cosmetic product, the Ecocert standard requires that the ingredients are derived from renewable resources and manufactured by using environmentally friendly processes. To be classified as EcoCert, a product’s formula cannot contain any of the following types of ingredients: GMOs, parabens, phenoxyethanol, nanoparticles, silicon, PEG, synthetic perfumes and dyes, and animal-derived ingredients.
OUR REFILL BOTTLE
How do I refill my Signature Bottle?
Our bottle is easily refillable through the spout. Tp watch the video on how to refill, go to Serum/How to refill.
Can I buy the Refill Bottle without purchasing the Signature Bottle?
Absolutely. We aim to provide the highest quality product to as many as possible, and for that reason want to provide as much flexibility in purchasing the product as we can.
Where do I store my Refill Bottle? What if I have some product left in the Refill Bottle?
In both situations, you can store the Refill bottle (new or partially used) in your fridge or any cool place, away from light and heat for six to twelve month.
Is the Refill Bottle travel-friendly?
Absolutely! However, for added convenience during travel, we recommend our sample bottle, which comes with a dropper cap—perfect for on-the-go use.
SUBSCRIPTION / MY ACCOUNT
Can I buy the Facial Oil serum without a subscription?
Absolutely. While checking out be sure to click on the one time purchase button when asked, and that’s it, no commitment!
How do I log into my account?
Go to the home page, and click to My account.
How do I cancel my subscription?
You can cancel your Subscription at any time and it will cancel all future orders from processing. Cancellation requests submitted by logging in to your account must be received at least one full business day prior to your next shipping date to avoid being charged.
How can I skip or change a subscription order frequency once it is set?
There is no fee to change your subscription frequency, just go into your account and change it to the frequency you prefer.
SHIPPING & RETURNS
Do you offer free shipping?
We offer free shipping in most countries including in Europe, and throughout the US, including Alaska and Hawaii (however it may incur longer shipping times).
Do you ship internationally?
We are happy to confirm that we do!
How long will it take to get my package?
Orders are processed and shipped Monday through Friday, not including holidays. Once your order has shipped, you will receive a shipping confirmation email with your tracking information inside. Please note that it may take up to 2-3 days for your tracking information to update on the carrier's tracking website. Most packages take 5 -10 days from the ship date to arrive.
I need my order ASAP, can you help?
We do not offer rush shipping. In our efforts to be as sustainable as possible, we've decided not to offer rush shipping because of the carbon emissions it produces. Our intentionally selected shipping methods contribute a smaller carbon footprint than driving to the store and picking up the product yourself.
My order stopped tracking, what should I do?
Please send us an email along with your first and last name and order number so we can look into this for you right away!
I just changed my address, what should I do?
If you are not a subscriber, or if your order is already processing, please email us as soon as possible with the subject line URGENT: Incorrect Address, and we will make sure your order gets to you! If you are a subscriber and your order has not been processed yet, you can update your address at any time through your Account Page.
What do I do if the product arrives damaged/broken?
Please email us with the subject DAMAGED along with your order number and a photo of the broken product. We will be happy to help you out.
Can I make changes or cancel after I order?
Due to the nature of the oils, we process all orders as soon as the payment is confirmed and accepted. Because of the small window between order and confirmation, we may not be able to stop the order before it is packed and shipped. This unfortunately means no changes can be made once a payment is made and confirmed.
What is your return policy?
We are happy to accept returns on new and unopened Signature bottles & Refill bottles within 30 days of postal delivery in the same packaging that it has been sent. Please email us with the subject RETURN so we can help you out. Return shipping is at the expense of the customer in the event your products are returned to us. The customer is free to choose whatever method of shipping is most economical, we just ask that the name and order number be included in the package to prevent delays.
What’s the best way to contact you?
via email at info@myioskincare.com