FAQ

DO YOU ALLOW EXCHANGES OR RETURNS ON SKINCARE?

Unfortunately we do NOT accept returns or exchanges on opened items due to sanitation issues. However, we DO accept exchanges or store credit (not returns) on unopened items up to 14 days after purchase. You will be held responsible for all shipping charges on exchanged or store credited items.

 

WHAT ABOUT FOR ORDERS PLACED WITH A DISCOUNT OR AFFILIATE CODE?

We do NOT accept exchanges, store credit, or returns on any purchases made with a discount code or affiliate code. 

 

WHEN WILL MY ORDER ARRIVE?

Our products are all hand made in small batches on the Big Island of Hawai'i. We do hold plenty of inventory, so in most cases, your order will be packaged and shipped within 1-3 days of purchase. You will receive an automated email notifying you when your packaged has shipped — this email will contain your tracking number and information. 

  • Average delivery time for US domestic order is 3-7 business days
  • Average delivery time for international orders is 5-9 business days (please note that for international orders, YOU are responsible for paying any duties, taxes or extra shipping charges that may incur upon the package’s delivery into your country). 

Important note: after your order is shipped from our office, it is out of our hands. We are not responsible for lost packages, missed deliveries or undeliverable addresses. If you have any questions concerning tracking or shipping for domestic orders, please contact USPS. For international, please contact your country’s respective postal service.

We ship Monday through Friday, with the exception of USA holidays on HST. 

 

WILL I HAVE TO PAY ANY DUTIES ON TOP OF MY ORDER?

We are not responsible for any taxes or duties that may be incurred on international orders.

 

MY PACKAGE IS LOST IN THE MAIL, WHAT DO I DO?

We are not responsible for items that are lost or damaged during shipping. You are also responsible for your order if you enter the wrong shipping address. Please email us immediately at hello@atone.co if you enter your information incorrectly — we will update your order if it has not been shipped yet. If it has been shipped and you need to change your delivery address, you must contact USPS to do so.

 

WHAT ARE YOUR PRODUCTS MADE OF?

All item descriptions will tell you exactly what ingredients each product is made of! Our ingredients are always organic and cold-pressed. We package our products in biophotonic Miron Glass to protect the potency of the oils inside. Our products are all vegan + cruelty-free.

 

HOW LONG WILL MY SERUM LAST?

The answer is not "indefinitely", because we do not use preservatives or chemical fillers in any of our products. Everything we make is organic, non-toxic and natural. Unopened, your serum will last up to 18 months. Opened, it will last up to 12 months. The darkness of our Miron violet glass bottles protects the potency and prologs the shelf life of our products!

 

WHAT IF THE ITEM I RECEIVED IS DAMAGED OR FAULTY?

We will happily replace a damaged item or re-ship you an item if you received something incorrectly upon arrival! Please email us with images and a description at hello@atone.co

  

HOW CAN I TRACK MY ORDER?

After your order is shipped, you will receive an email with your tracking number and information.

 

WHAT IF I RECEIVED THE WRONG ITEM?

If you received the wrong item, please let us know by emailing hello@atone.co. Please add your Name and Order # in the email and we will get back to you as soon as possible!

In the rare case case that you did receive an incorrect item, we will be happy to send you the correct one at no additional cost.

 

WHERE ARE YOU LOCATED?

The Big Island of Hawai’i

 

WHAT CURRENCY DO YOU CHARGE?

USD

  

WHAT IF MY PACKAGE WAS RETURNED TO SENDER?

If your package was returned to us for any reason, you will be responsible for paying for the package to be sent again.

 

DO YOU SHIP INTERNATIONALLY?

Yes! But with very few exceptions. Proceed to the checkout page and our system will let you know if we can deliver to your location.

 

WHAT IF I PURCHASED AN E-BOOK AND IT WON'T DOWNLOAD?

If you purchased one of our e-books and are having trouble downloading it (or, if you didn't receive your email and download link), please email hello@atone.co

 

CAN I GET A REFUND ON E-BOOKS?

All e-book sales are final.

  

HOW CAN I CONTACT YOU?

Email hello@atone.co