Frequently Asked Questions
Ordering & delivery
How long will my order take?
See our Shipping & Delivery page for current processing and transit windows. Standard shipping within the United States is free on every order, with no minimum spend.
Where's my tracking number?
It's emailed to you the moment your parcel leaves our fulfilment partner. Tracking often takes 24–48 hours to start showing scans after you get the number — that gap is normal.
Do you ship outside the US?
Yes, to 27 countries. The full list is on the Shipping & Delivery page. Import duties are not included in checkout and are the recipient's responsibility.
Is my payment information safe?
We never see or store your card details. Payments are processed by Shopify Payments over an encrypted connection, and Shopify is PCI DSS Level 1 certified — the highest tier in the card-industry security standard. Your card number does not touch our systems.
Returns & refunds
What if it doesn't work for my skin?
Email us within 30 days of delivery and we'll refund you in full. You don't need to send anything back and you don't need to explain yourself. Full details on the Returns & Refunds page.
Really? I keep the product?
Yes. Returning a part-used skincare product across an ocean costs more than the product and helps nobody. We'd rather refund you and keep your goodwill.
Can I cancel an order?
If it hasn't shipped, yes — email us and we'll cancel and refund immediately.
Using the products
Should I patch test?
Yes, and especially with the acids and the retinol. Apply a small amount to the inside of your forearm or behind your ear, leave it 24 hours, and check for redness or itching before putting it on your face. This is worth doing even if you've used a similar product before — formulas differ.
Can I use retinol if I'm pregnant or breastfeeding?
No. Do not use our Retinol Lifting Cream or our Niacinamide Facial Capsules (which also contain retinol) during pregnancy or while breastfeeding. If you're unsure whether retinol is right for you, speak to your doctor before starting.
Can I use the acids and the retinol on the same night?
Not while you're building tolerance. Alternate nights. Both increase sun sensitivity, so daily SPF alongside them isn't optional.
What's actually in these products?
Every product page lists the ingredients our manufacturer has given us. Where we don't know something — an active's exact concentration, a full INCI list — we say so on the page rather than implying a number we can't back up. We've requested the missing information and we'll publish it when we have it.
Are these products tested on animals?
[TO CONFIRM — do not publish an answer here until you have written confirmation from your supplier. Delete this question if you can't verify it.]
Do you make medical claims?
No. These are cosmetics, not medicines. They are not intended to diagnose, treat, cure, or prevent any condition. If you have a skin condition, see a dermatologist — a serum is not a substitute for one.
Contact
How do I reach a human?
Email contact@verreskincare.com or call +1 415 971 7395. We reply to email within 2 business days.