Geologie

Hey Liam. We're sorry to hear that you had a bad experience, but we think there is some policy confusion that we want to clear up. You're certainly able to cancel your membership free of charge. We simply ask you try out the regimen for 14 days to get a sense of whether the products and membership are right for you. This gives you and our customer service reps time to make adjustments to your products as well. Give us a shout at [email protected] and we'll work with you to make things right.

Thanks for your review, Jacob, and apologies again that you were sent the 0.2% retinol night cream instead of 0.3%. Our team was happy to put together a complimentary replacement of the correct formula for you and compensate for any inconvenience. We are deeply committed to maintaining the highest quality and safety standards for our customers, and once our products have left our facility, in order to preserve the integrity of each item, we are unfortunately unable to accept a return of them. We understand that this policy might be different from what you're used to when ordering from online retailers in other industries and genuinely appreciate your understanding that, as a small personal care business, it’s crucial for us to prioritize our customers’ health and safety. Don't hesitate to follow up with our support team if there's anything else we can lend a hand with moving forward.

Thanks for voicing this, Arcane. We've requested some additional customer details from you so that we might have some more insight into your personal experience, and will look forward to hearing back from you. Our team takes extra care to transparently communicate membership details with any customer who is purchasing with us on a recurring basis. Happy to share additional info with you on where we call out those terms, and how we empower customers to manage their own subscription preferences with us. We first outline how long our membership trial period lasts and its associated ongoing costs in our diagnostic results. Customers typically answer our skin type quiz to find a personalized skincare regimen that fits their needs best before receiving their results and those membership details. Then, we explicitly call out on the checkout page that purchasing a personalized trial order will lead to recurring orders, which customers can update from their account at any point during the course of their trial and longer term subscription. To be clear, customers must give explicit manual consent to these terms if they wish to take advantage of our heavy trial discounts, and purchase of a membership trial cannot be completed unless our Refill Policy is acknowledged and agreed to. And finally, in our order confirmation email we again outline the length of our trial period and prompt customers to manage their own subscription details from their account page, where they can postpone an order, adjust the products they’re receiving, or cancel outright. Customers can log into their account with us at any time to view the pricing for an upcoming order. We also offer an opportunity within this confirmation email for customers to opt into receiving upcoming order notifications from us so that any adjustments can be made prior to order processing if customers are not actively logging into their account with us on their own. Keep us posted with those additional customer details, and we're happy to look into your experience further and see how else we might be able to lend a hand.

Thanks for your review, Julie. Our team transparently communicates membership details with all customers who choose to purchase a personalized subscription trial with us before, during and after checkout. Happy to share more info with you on where we highlight those key touch points and what information is communicated. We first outline how long our membership trial period lasts and its associated ongoing costs in our diagnostic results. Customers typically answer our skin type quiz to find a personalized skincare regimen that fits their needs best before receiving their results and those membership details. Then, we explicitly call out on the checkout page that purchasing a personalized trial order will lead to recurring orders, which customers can update from their account at any point during the course of their trial and longer term subscription. To be clear, customers must give explicit manual consent to these terms if they wish to take advantage of our heavy trial discounts, and purchase of a membership trial cannot be completed unless our Refill Policy is acknowledged and agreed to. And finally, in our order confirmation email we again outline the length of our trial period and prompt customers to manage their own subscription details from their account page, where they can postpone an order, adjust the products they’re receiving, or cancel outright. Customers can log into their account with us at any time to view the pricing for an upcoming order. We also offer an opportunity within this confirmation email for customers to opt into receiving upcoming order notifications from us so that any adjustments can be made prior to order processing if customers are not actively logging into their account with us on their own. Furthermore, we outline our subscription cancellation, return and refund policies in all three of these spots, too, in addition to hosting them publicly in our FAQ's. Don't hesitate to follow up with our customer support team if you have any additional questions or there's anything else we might be able to help with at this time, and apologies for any misunderstanding or inconvenience.