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Have a question? We’re here to help!

Our Client Care Support Team is available to support you whenever you need. Reach us via email at or Facebook chat if you have any questions related to your orders, shipping or skincare personalization!

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Frequently Asked Questions

As soon as your order ships, an email confirmation will be sent to the email address you entered with your order. If you did not receive an email, it’s possible it was entered incorrectly with your order, or that it is in your junk folder. Check your junk folder and add to your safe sender list. If you are still unable to find your confirmation, email us at, and we can resend and/or update the email associated with your order if there is a need.

We offer global shipping from our warehouses in the US, the We ship to most countries in the world. Please proceed to check out page to find out your shipping option and cost.

According to your country’s customs regulations, your order may incur a customs fee to complete delivery. This customs fee is the responsibility of the customer.

Most orders ship within 1-3 business days of purchase. Delivery times are provided solely as guidelines and are subject to change at any time. Orders placed during a sale will ship within 5 business days. Shipping times may vary due to availability of merchandise. Remember, orders are not shipped on the weekends or holidays! For more information, visit our Shipping page.

After your order is placed, you should receive a shipment confirmation email within 4 to 8 business days with your tracking number.

If you do not receive this email, please check your promotional and spam folders for this email. If it has been longer than 8 business days after you placed your order and you have not received a tracking email, please contact us at and we’ll be able to assist you. Please note that due to courier strains from COVID-19, tracking updates are not consistently being provided. We suggest that customers expect delivery of their parcel according to the expected transit times above.

Orders placed from new releases may take longer than usual to process and prepare to ship, due to high volume. We do our best to ship within the processing time as indicated on our Shipping page, and will inform you if your order will take longer to ship. Pre-order styles also take longer to ship, and the date pre-order styles will ship can be found at the top of the product page.

Pre-shipment Fulfillment Period - 4 to 8 business days

- Standard Shipping US - 5 to 15 business days

- Standard Shipping Europe - 5 to 15 business days

- Standard Shipping Southeast Asia - 5 to 20 business days

- Standard Shipping All Other Regions - 10 to 40 business days

Business days do not count Saturdays, Sundays, and holidays.

These ranges are dependent on your country’s proximity to our warehouse in US. Please note that COVID-19 delays have extended our standard shipping timelines and most parcels will arrive in 10 to 25 business days.

Express Shipping All Regions - 3 to 7 business days

If you’re still receiving an error message after reviewing your credit card information, and billing and shipping address, make sure you’re using the latest version of your web browser. If the issue persists, please contact your credit card company to ensure there are no holds placed on your card.

If you need to change or cancel your order, please contact us immediately at Include your order number and “Change to Order” in the subject line.

We cannot add items to an existing order. Please place a new order for the item and contact us immediately at We’ll be happy to waive shipping on this additional order if it was placed within 24 hours of the original order and will do our best to consolidate shipping all your items together.

Discount codes cannot be combined with other offers, discount codes or credit codes. If you are applying it to a full priced item with no other offers and you are still experiencing an issue, please reach out to our Customer Care team at

For best results, we strongly recommend using all the products in the Complete 5 Step routine, twice daily as directed.

Follow the link below to reach our customer care team if you have any questions or concerns about specific products and their use.

Before you consider the results of a skin care product or regime, it is important to remember that the skin takes 4 to 6 weeks to renew itself. When we’re younger the skin renews more quickly and as we age, the renewal cycle begins to slow down. Your personal skin renewal cycle will determine how long it takes for your skin to adapt to any new skin care regime. New skincare products should be used for a minimum of 4 weeks to allow for a complete cellular turnover.

Your Soosul cosmetic product bottles are recyclable! Place them with your regular recyclables for easy disposal.  You can also always reuse some of the jars if you have a purpose for them.

All of the Soosul orders from our website are priced in US Dollars and shipped from US.

We will provide a 100% refund if you are not satisfied with our products. Returns must be requested within 30 days of the order delivery date, as dictated by the tracking number.

Please contact us at to start your return process. We will issue the refund once your items have been returned to our warehouse.

Refunds usually take 5-9 business days to show up on your banking statement, depending on your financial institution.

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