Ordering
How do I know my order went through?
You will get an order confirmation email within a few minutes of paying. If it has not arrived within fifteen minutes, check your spam folder first, then email us with the name and address you used and we will find it.
Can I change or cancel an order after placing it?
Yes, if it has not been picked yet. Email us straight away. Once a shipping label has been printed we cannot change the contents or the destination, but you can still return it once it arrives.
Do I need an account to order?
No. You can check out as a guest. An account simply saves your addresses and order history so that reordering is quicker.
Why does my statement show a different name?
The name registered to our merchant account differs from our trading name. This is normal. If you do not recognise a charge, email us before disputing it and we will identify the order for you.
Shipping
How quickly do you dispatch?
Same business day for orders placed before 1:00pm Eastern, next business day otherwise. You get a tracking number by email when the parcel leaves us.
How much is shipping?
Standard Ground is $5.95, Two-Day is $14.95 and Overnight is $29.95. Orders over $75 ship free on Standard Ground, applied automatically.
Do you ship outside the United States?
Not currently. We ship to all fifty states and to APO, FPO and DPO addresses.
My tracking has not moved in days. What now?
If it has been static for five business days, contact us. We open a carrier investigation and, if the parcel is confirmed lost, we reship or refund immediately rather than making you wait.
Returns
What is the return window?
Thirty days from delivery, opened or unopened. Skincare is personal and you cannot know if something suits you without trying it.
Who pays for return shipping?
We provide a prepaid label. For a change of mind its cost is deducted from your refund, and that amount is shown to you before you commit. If the return is our error or the item was damaged, we cover it entirely.
How long does a refund take?
We process it within three business days of the return arriving. Your bank then takes a further three to ten business days to show it, which is outside our control.
Can I exchange instead of returning?
We refund and ask you to reorder, because it is faster than holding your money while two parcels travel. If we sent the wrong item we ship the right one before your return even reaches us.
Products
Are your products tested on animals?
No. Nothing we sell is tested on animals, and we do not sell into markets that require animal testing as a condition of entry.
Do you publish full ingredient lists?
Yes, in full, on every product page and on the packaging. If an ingredient list is not published we do not stock the product.
Can I use these if I have sensitive skin?
Many of our products are formulated for sensitive skin and are marked as such. Always patch test first. If you are being treated for a skin condition, check with your clinician before changing your routine.
Are these products medicines?
No. They are cosmetic products for external use. They are not intended to diagnose, treat, cure or prevent any disease.
How should I store them?
Somewhere cool and out of direct sunlight. A bathroom windowsill is the worst place in most homes. Products containing active ingredients last longest closed, upright and away from heat.
Payment and support
What payment methods do you take?
Major credit and debit cards. Card details go directly to our payment processor and are never stored on our systems.
Is my card information safe?
Yes. The card form is served by our processor, not by us. We only ever see the card type and the last four digits, which is what lets us match a payment to an order.
How do I reach a human?
Email support@truebeautygoods.store. We reply within one business day, usually the same day, monday to friday, 9:00am – 5:00pm eastern.