Contact
orders@rosenskincare.com | contact@rosenskincare.com | press@rosenskincare.com

FAQs

Shipping

If we did not answer your question below, please direct all questions about your order to hi@rosenskincare.com

How long will my order take to get processed?

All orders take 1-2 business days to ship out. This excludes weekends and holidays, if you are unsure about how long your order will take to ship out, shoot us an email and we'll give you our best estimate!

How long do orders take to ship?

Once we ship out orders, it should take 3-5 days to get to you. If your are international, please allow additional time for shipping. The average international shipping time is 2-3 weeks (quicker for Canada).

My order has been shipping for a really long time, what's going on?

Either something weird is going on with the mail carrier (DHL, USPS, etc...) or you entered the wrong shipping address. Please confirm the address (especially apartment number) before you shoot us an email.

US Orders: Please only contact us after 15 days without tracking updates. We are unable to file a claim with USPS unless it has reached that time.

International OrdersPlease only contact us after 30 days without tracking updates. We are unable to file a claim with USPS unless it has reached that time.

My order shipped but I stopped receiving tracking updates, what's going on?

Sorry, we're going to have to hand this over to USPS. Once we ship out an order, what happens to it past then is in the hands of the mail courier. If you've experienced significant delays (see above) shoot us an email.

My order says delivered, but it never came.

This is another one we're going to have to hand over to USPS. Chances are, the package was 1) delayed to your neighbor or somewhere that makes sense to the mailman but not to you or 2) the package was actually marked delivered, but it wasn't. Either way, most of the time, our customers shoot us an email like a day later saying they found it.

You can:

1) Check with your neighbors, see if they might have gotten your package by mistake.

2) Wait it out. It might be coming later today or even tomorrow.

3) Call USPS with your tracking number or information and see if they can help you out.

4) Shoot us a very angry email that we will probably respond to telling you the exact same things as above. Be a good person, don't send us that angry email.

I did everything you said above, but the package still isn't here.

If the package says delivered and you haven't got it, please shoot us an email so we know. Being 100% transparent, the best we can do is hook you up with a coupon code on your next order, because we can't just refund or reship products for everyone who says they didn't get their package. We trust you and believe in the good of humanity, but we also have to be smart. So shoot us that email and we'll do our best to help you.

 

Updates

If we did not answer your question below, please direct all questions about your order to hi@rosenskincare.com.

I ordered a product and I haven't received any confirmation, are you guys trying to steal my money?

Of course not! We appreciate your support and unfortunately, you probably entered your phone number or email incorrectly. We have this happen pretty often, so your email or text update probably bounced. If you are super pressed for updates, please shoot us an email with your order number and we'll update it for you.

My order went through but I haven't received any shipping updates, what's happening?

Please check above for our estimated processing dates. If it has been over 3 days for processing, please shoot us an email and we can make sure your order got out on time or let you know if there are any unforeseen delays.

 

Products

If we did not answer your question below, please direct all questions about our products to hi@rosenskincare.com.

What products would be best for my skin type?

We love answering these questions! Please shoot us an email or DM with your skin type and what you're looking for and we can help you find the best product for you!

Are your products non-comedogenic?

We do not do any official comedogenicity testing as it primarily requires testing on animals and we don't support animal testing. However, we can say with confidence that all of our products are made for difficult/acne-prone skin. Each ingredient we use has a low comedogenicity rating and we make sure to test the products out on ourselves and customers before releasing!

Why is there alcohol in your products?

We use Denatured Alcohol, an alcohol commonly used in cosmetics, to act as a natural preservative for our products. Without alcohol, we would have to use things like Parabens to properly preserve some of our products, which we have sworn off forever.

 

Return Policy

If we did not answer your question below, please direct all questions about our returns to hi@rosenskincare.com.

Can I return my product?

Yes! We offer 100% money back guarantee on any products that don't work well for your skin. All you have to do is shoot us an email with your order number, the reason for the return, and the best address to get a return label to. We require the product be shipped back to us before we generate any returns.

What if I never got my product?

This is a hard one. Simply because there are some folks out there (not you of course) that will say they didn't get their product and want a refund. Because there is no actual way of us knowing whether or not you got your product, we cannot offer you a refund. The best we can do is work with you to find the product and make sure it gets to you. Like 99% of the time, we'll find the product or it gets shipped back to us because of a mistake on the address label.