FAQ
Frequently Asked questions
Shipping & Returns
Where do you ship?
We ship to all 50 states in the USA!
What shipping options do you offer?
We offer USPS standard shipping, expedited & over night shipping.
Where is my order?
All orders are sent with a tracking number once shipped. If you are unable to track your order, please contact westfernskincare@gmail.com. Please note that it takes up to 2 business days for your order to be processed and shipped.
I’ve placed my order but need to edit it or change the address.
Unfortunately, after an order is placed we cannot edit or change the shipping address. If you need to add on to your order, please contact us at —-@@@—-
What if my products arrived damaged?
We are deeply sorry! We package all orders as securely as possible, but unfortunately things happen. Please take pictures of your damaged order and email them to westfernskincare@gmail.com, along with your name, order number, email used for the order.
What if my serum pump isn’t working?
We apologize and will work to rectify the problem immediately! Please email our care team at westfernskincare@gmail.com with your name, order number, email used for the order and details on the product that is not operating correctly.
Frequently Asked questions
Return Policy
Return Policy
We strive for all our customers to be satisfied with our products! If you are unsatisfied with your purchase, we are happy to provide support and provide further guidance on proper usage of the product. If your product has already been opened, we unfortunately cannot accept it as a return. If the product remains intact, unused and was purchased within the last 30 days, please send your return inquiry to westfernskincare@gmail.com and our team can help you start the return process. You will be refunded for the product or products you are returning minus the shipping cost. Shipping to and from are not included in the refund policy.
Please note that we can only accept returns on orders purchased directly through us. Products which were purchased through a third party will need to returned through that respective vendor.
How do I start a return?
Need to return your order? Please email our care team at westfernskincare@gmail.com with your name, order number, email associated with the order and reason for return. Our care team will help start the return process for you and provide you shipping information. Please note that shipping directly to our warehouse and not talking to our care team may result in your order being lost or miss delivered so please go through our care team for all returns. Any product that has already been opened, cannot be returned unless deemed otherwise.
Frequently Asked questions
Product Questions
How do I use my products?
West Fern Skincare was designed to make your skincare easy! With our “ombre” bottle coloration, products should be used in the order from lightest to darkest bottle color. This ensures that no matter what products you are using, they are always layered in order for best results! For direction on how much product to use, please refer to the back of the bottle or the product information on our website.
Are the products pregnancy and breast feeding safe?
We always recommend checking with your doctor before using any new products while pregnant or nursing. Access our printable ingredient list for all of our products here.
The product is out of stock. When will it be back?
We do our best to keep all products in stock at all times, but we strive to have any given product back on shelves within 4 weeks. Make sure to click & submit your email in the “notify when back in stock” on that product’s page so you are first to know when it’s back!
Do you send samples?
We do not currently have samples available.
Is your packaging recyclable?
Yes! Please rinse your bottles of any residue and place them in the appropriate bin.
Are your products gluten free and vegan?
Being gluten free and vegan is a priority for us! While most of our products are vegan, not all are. Please see the product’s individual page where all claims are denoted.
Are your products natural and organic?
While we don’t have our USDA organic stamp yet, we strive for this brand to be clean, natural, and organic as possible. We are fully transparent with all of our ingredients. A full list can be found on each product’s page by clicking on the “ingredients” tab.