We get it. You have questions. We have answers. Find all the customer love, right here. If there's anything missing that you need a response on, email email@example.com and we'll get back to you within 24-48 business hours.
How fast do you ship?
We ship all orders within 2-3 business days. If there is a sale period or initial launch of a product, that may be extended by 1-2 business days. If there is a pre-order applicable, we will ship according to the timeline as indicated on the product page (typically this is 2-4 weeks, but may be longer due to COVID-19).
To track your package and get shipping details, refer to our tracking page! You'll need your Order Number and the email address you used at purchase handy.
I have concerns regarding COVID-19. Are you being safe?
AUGUST & LEO SKIN is a very small team, and we are taking every precaution to stay safe while we are handling your package. Additionally, everything is shipped from one location which means we can control what is coming in as well as out. Our team is performing temperature checks, washing our hands for 20 seconds, utilizing hand sanitizer, wearing gloves while packing/handling products and obtaining routine COVID testing. The only outside source is our manufacturer, and we are also ensuring their are taking precautionary measures to keep our products safe and secure.
Where exactly do you ship? Why is shipping so expensive outside of the United States?
We ship to the United States, Canada, France, UK and Italy. We are looking to expand to more territories and countries as soon as able, but there are many logistics to figure out in order to make that happen. Shipping costs are calculated by the carrier, and unfortunately AUGUST & LEO SKIN doesn't have control over the carrier costs. There are no additional fees added to shipping, what you see is what the true cost is.
Do you pay customs fees, duties & taxes?
Sorry love, you'll be responsible for any applicable customs fees, duties and taxes.
Will you ever offer free shipping?
We would love to! As we add more products, that will be considered based on the total package cost. Currently, since we only have one product, it's not feasible for us to absorb all shipping fees. However, for domestic shipping, we are charging a flat $6.90 and absorbing the remainder of the cost for you (averaging $3-$5).
What payment options do you accept?
We accept Visa, Mastercard, American Express, Discover and QuadPay. There are also expedited checkout options such as ApplePay and Shop.
What is QuadPay and AfterPay?
QuadPay and AfterPay are third party payment providers that we've partnered with to split up your payments into 4 as opposed to 1. This requires no credit check and all approvals are handled by QuadPay or AfterPay. This is a great option if you need more time to pay. When using QuadPay or AfterPay, any applicable refunds or payment issues should be brought to their attention as AUGUST & LEO SKIN doesn't handle payment if you're utilizing a third party payment provider. All product related inquiries can always be sent to us!
What's your return policy?
We have a 30-day return policy, so you will have 30 days after receiving your item to request a return. We are happy to accept items that are unopened and unused, with original packaging (i.e. product box). Sale items and gift cards aren't returnable. For valid returns, you will receive a refund to the original method of payment that was used at the time of purchase. Returns are processed within 2 business days and any applicable refund is issued at that time. On average, it takes about 3-5 business days for your refund to appear back onto your credit/debit card. We'll issue a shipping label, but be advised that for Domestic Returns a $6.90 return fee will be deducted from your refund. For International Returns, the return fee will be calculated and will be based on the shipping cost. Email firstname.lastname@example.org if you'd like to start the return process.
Are exchanges offered?
We aren't able to process exchanges at this time due to limited stock and availability (unless of course, it is our error to fix). The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
What if my item arrives damaged?
We pack our boxes with love and care with biodegradable packing peanuts to help protect your item(s). Email us at email@example.com so we can take a look into this for you!
Are you eco-friendly?
Sustainability is definitely on our mind. AUGUST & LEO SKIN is doing what we can to make a difference in reducing waste. We use glass bottles and jars for our products, so these can be upcycled! Our mailer boxes were designed to be reusable. Just unfold and turn it inside-out to make it a bin so-to-speak; use it to stash away your jewelry or hold your endless supply of lip glosses. The postcards we include are collectible (hello moodboard!). Additionally, we use biodegradable packing peanuts to keep your goodies safe - just run them under warm water and watch them magically disappear with absolutely no harm to the environment.