We are here
Questions about an order, a routine or what a formula will do for your skin: ask. Messages are answered around the clock, on chat and through the form on this page, by our assistant working from your real order and our published policies. Our customer experience team is at the desk Monday to Friday, 9am to 5pm ET, and anything that needs a decision from them waits for those hours; we will tell you so in plain words.
| Channel | Where | Best for |
|---|---|---|
| Live chat | The chat button at the bottom of every page | Quick questions about orders, products and routines |
| Contact form | The form on this page | Anything with detail, and anything you would like answered in writing |
| Refill Program | The form on this page: choose The Refill Program | Questions about pouches, jars and refill subscriptions |
| Wholesale and stockists | The form on this page: choose Wholesale | Applications and existing wholesale accounts |
| Press | The form on this page: choose Press | Media inquiries |
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Mon–Fri
9am to 5pm ET
Our team's desk hours. Chat and the contact form are answered at any hour.
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Within 2 days
our target to fully resolve a message sent with the form
Chat questions are usually resolved the same day.
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Austin, TX
where every order ships from
Orders placed before 1PM CT ship the same day.
The fastest route for common questions
- Where is my order? The tracking portal shows every scan as it comes in.
- Change or cancel an order: while it has not shipped, you can do both yourself on the order editing page.
- Start a return or an exchange: the returns portal issues a prepaid label at the end.
- Pause, skip or cancel a subscription: all self-serve in the subscription portal.
- A reaction to a product: stop using it and write to us right away. If it worsens or does not settle, please see a professional.
Seravane, Inc., Austin, TX, United States. Please do not mail returns to this address; a return starts in the returns portal, which issues the label and the correct address.
Demonstration
Nothing was sent
In a live store this message would now be with the team. Here the form checked what you typed, sent nothing and stored nothing.