FAQ

Got a question? You’ve come to the right place. Get answers to the most common questions about our Discovery Service and Beauty Store. If you still have questions after reviewing the list of FAQ’s, drop us a note at hero@beauty-heroes.com.

General Questions

What is your Ingredient Standard?

We screen our products to make sure their ingredient lists don’t contain any of the cosmetic ingredients banned for use in the United States, European UnionCanada, or Japan. Over and above international standards, we screen each list for sneaky ethoxylated ingredients containing 1,4 dioxane, synthetic fragrance or any of the ingredients listed on our Harmful Ingredient List. We also make sure our products don’t list ingredients that are not fully biodegradable and that might harm waterways or wildlife while being washed away. While the majority of our products are vegan, you may occasionally find a product that contains honey, beeswax, ghee, milk or pearl powder.  All our brands verify that their products and raw ingredients have never been tested on animals. We also make sure all of the mica used is verified to be child-labor free and palm oil is verified to be sustainable. If you have questions about any of the ingredients in our brands’ formulas, do not hesitate to email us at hero@beauty-heroes.com. Read more about subscribing to Beauty Heroes if you have specific ingredient allergies or sensitivities in the next section.

Are your products cruelty-free?

Yes! All our brands verify that their products and raw ingredients have never been tested on animals.

Are your products vegan?

Most of our products are vegan; you may occasionally find a product that contains honey, beeswax, ghee, milk or pearl powder.  You can shop all of our vegan products conveniently here.

Beauty Discovery Service

How is a Beauty Heroes subscription different from other membership services?

Beauty Heroes is not a sample beauty box; we are a healthy beauty discovery service. Here’s what we deliver:

  • Full-size Hero products. Each month we deliver one Hero product and ‘Sidekick’ trial or full-size.  But from time to time, we may deliver more than one sidekick or several full-size Hero products, it just depends on how we can best introduce you to a brand and their story, products and ritual.  Each of our monthly discoveries is valued at least $100, and often much more.
  • Truly healthy beauty. Each of the products we deliver meet our Ingredient Standard, the most stringent in the beauty industry as we screen ingredients to ensure that they are good for people AND safe for the planet.
  • An unbeatable value. When you are a member of Beauty Heroes, you receive a 15% discount on almost all products in our Beauty Store, insider exclusives and early access to new product launches. This is our loyalty program for our members, savings every day, no misleading points program.
  • Products at peak potency and efficacy. We  guarantee the products we buy are freshly made, directly from our brand partners. That means that each product was made, often by hand, just for the Beauty Heroes community.

What subscription plans does Beauty Heroes offer?

Beauty Heroes offers 1-, 3-, 6-, and 12-month membership subscriptions for our beauty discovery service.  Subscriptions automatically renew, but may be canceled at any time to prevent them from renewing.

Month-to-Month $58.95 ($58.95/month)

3-months $137.85 ($45.95/month)

6-months $251.70 ($41.95/month)

12-months $479.40 ($39.95/month)

Beauty Heroes members get an exclusive 15% discount in our Beauty Store every day, some exclusions do apply.  Your member discount is automatically applied at checkout, just make sure you use the same email when checking out for your beauty store purchase as you use to manage your subscription, and that you are logged in logged into Beauty Heroes when you shop.

Beauty Heroes subscriptions automatically renew on the 26th of the month based on your subscription term. You can cancel your subscription anytime from your My Account page or email us directly at hero@beauty-heroes.com for assistance.  If you cancel your subscription and have any remaining months on your subscription, they will be delivered to you and your subscription will not automatically renew. We do not offer a refund on partially filled subscriptions, but will fulfill your initial subscription term completely.

Can I update my membership level to change it to be quarterly, semi-annual or annual?

Yes, it’s easy to change the frequency of your membership – simply login to your subscription account, go to the left hand side of the page to the box labeled ‘Subscription(s),’ click on the EDIT button and select the desired length of your membership. You have the option to renew your membership every 3 months, every 6 months or every 12 months. If you have any questions, please email us at hero@beauty-heroes.com.

When can I expect my first Beauty Heroes delivery to arrive?

Each month we time the arrival of your Discovery to arrive the first week of the month in the U.S. International shipments take a little longer and typically arrive the 2nd or 3rd week of the month.

If you join Beauty Heroes prior to the 20th of the month, we ship your first delivery same (or next business) day.  You will receive an email shipping notification and tracking number on the day your shipment is mailed.

The 20th of any given month is the last day to join and receive that month’s Beauty Discovery. For example, to receive June’s Hero Product, you must become a member of Beauty Heroes by June 20th. Memberships initiated after June 20th would receive July’s Discovery as their first delivery at the beginning of July. If you’re concerned about your delivery or have any questions, please email us at hero@beauty-heroes.com.

Also, please make sure we have your current address on file so we’re shipping your box to the correct address!

When do I get billed for my Beauty Heroes subscription?

New memberships are billed immediately when you join Beauty Heroes. As your membership renews, you’ll always be billed on the 26th of the month at the term of your membership. For example, 3-month memberships always renew on the 26th of the month every three months, 6-month memberships on the 26th day every six months and so on.

How do I apply my 15%-member discount in the Beauty Store?

Beauty Heroes members with an active subscription receive an exclusive 15% discount on almost all the products in the Beauty Store. Members must be logged into their Beauty Heroes account when shopping, and the discount will be automatically applied at checkout. If you are a Beauty Heroes member and are having issues getting your discount applied, please email us at hero@beauty-heroes.com and we’ll take care of you right away.

Please note, Josh Rosebrook, Laurel Skin and Vintner’s Daughter are excluded from all promotions including the Beauty Heroes member discount.

If I cancel my membership, will I still receive a 15% discount in the Beauty Store?

Your exclusive 15% member discount is a benefit of having an active Beauty Heroes subscription. Your discount will no longer be applied once you cancel your subscription, even if you have outstanding deliveries remaining.

How do I update the shipping address on my Beauty Heroes subscription?

You can update the shipping address on your Beauty Heroes subscription any time.  To update your shipping address, login to your Beauty Heroes account and in the middle section under SHIPPING ADDRESS, click on the EDIT button then on the new screen click on the EDIT button again, and then update the shipping address on your subscription. Changing your address for your Beauty Heroes subscription will not update your address for beauty store orders, those are managed separately.

How do I change billing information?

When you login to your Beauty Heroes account, you’ll see an option to EDIT your Credit Card payment details. Click on the EDIT button and there you will be able to easily edit your details and then click SAVE.  Please email us at hero@beauty-heroes.com if you have any questions or need any assistance.

How do I cancel my Beauty Heroes Subscription?

You may cancel your subscription at any time. To cancel your subscription, login to access your ‘My Account’ page.  On the left-hand side under Subscriptions, click the EDIT button and there you can cancel your membership.  You must cancel your upcoming renewal prior to the renewal date of the 26th of the month or your membership will automatically renew. If you have any questions, please email us at hero@beauty-heroes.com.  If you have outstanding deliveries on your subscription, we will fulfill those deliveries and your subscription will not automatically renew once canceled.  We do not offer a refund on outstanding deliveries.

Can I return or get a refund for my Beauty Heroes subscription?

While we do not accept returns on our monthly Beauty Discoveries, we want you to be able to use and enjoy each product we deliver to you with your Beauty Heroes subscription.  Email our customer care team as soon as you join Beauty Heroes at hero@beauty-heroes.com to let us know if you have allergies or sensitivities to certain ingredients or have specific ingredient concerns. If our upcoming selection contains an ingredient we have on file for you, we will email you in advance of the delivery so we can assist you in skipping that delivery.

Are the products I receive in my Beauty Heroes subscription the same full-size products I'd receive if I shopped directly with the brand or at another store?

Yes, the Hero Products included in our monthly deliveries are the exact same that you’d buy elsewhere. Beauty Heroes offers you the same products at an unmatched value of $39.95-$58.95/month because it is a one-time discovery to introduce you to the very best in healthy beauty. The brands we feature align with Beauty Heroes’ mission of delivering healthy, effective and cruelty-free beauty products. They’ve agreed to introduce their Hero products to our members – as a special one-time offer – so we can pass that value on to you. Pretty cool, right?

What is the value of the monthly delivery?

Each month, our beauty discovery has a product value of at least $100, and often much more. We look at the total value of our service as we make the healthy beauty choice the easy choice.  The total value of being a Beauty Heroes member includes:

– QUALITY: Full size, healthy Hero Products plus extra surprises

– CURATION: Hand-picked selections appropriate for each season that deliver results

– SAFETY: Trust that your beauty routine is toxin- and cruelty-free

– VALUE: An unbeatable value on products with a value of at least $100, and often much more

– LOYALTY: A 15% discount every day in The Beauty Store

– CONVENIENCE: A curated healthy beauty product discovery delivered to your door monthly

– EARLY ACCESS: As a Beauty Heroes member, you receive early access to promotions, limited editions and member-only offers.

What types of products do you feature as your monthly discoveries?

Our monthly beauty discovery service features a rotation of skin, body care, sun and hair care products. We do not feature makeup as a part of our monthly discovery service and instead offer separate, one-time makeup discoveries. If there is a type of product that you are not interested in receiving, please send us an email so we can keep that on file and assist you with skipping that month’s discovery.

Do you include makeup in your monthly beauty discoveries?

We have found that choosing makeup is very individual, and not everyone wears makeup. Therefore, we offer seasonal makeup discoveries that can be purchased as a one-time discovery in our beauty store.

Can I skip a month of my subscription while I’m on vacation?

To forecast properly for our service, we do not offer the ability to skip-a-month of your subscription.

Can I combine an order from your Beauty Store with my subscription delivery to save on the cost of shipping?

We understand the desire to do this, however our fulfillment and shipping procedures for our Beauty Discovery Service and Beauty Store are handled separately. We are not able to accommodate requests to combine orders. We can however combine multiple retail orders if we are notified in time before they ship.

Beauty Store URL

When can I expect my Beauty Store order to arrive?

We ship all our orders, except those going to Russia, the Czech Republic and the UAE, via USPS first class or priority mail shipping. We work with the USPS becuase it has proven to be the most reliable and cost effective means of shipping. We do our best to ship your order on the same day that or next day after your order was placed. Occasionally, we have items that are on back order. If this is the case, we will email you with an expected shipping date.

You will receive an email shipping notification with a tracking number for your order as soon as it has shipped followed by a notification when your package is out for delivery. Most orders within the United States arrive between 2 to 7 days. International orders take longer.

Shipments to Russia, The Czech Republic and the UAE are currently shipped via APC Postal Logistics to ensure reliable delivery.

Please hero@beauty-heroes.com to inquire about expedited shipping for an additional charge.

How can I sample or try products before I purchase a full size?

We have a section in our Beauty Store that features products that come in travel sizes and samples.  You can purchase these smaller products or samples to make sure a product works well for you before you purchase the full size.  We include free samples or a LOVE MORE gift with purchase in our beauty store orders. If there is a specific product you want to sample, please email our customer care team at hero@beauty-heroes.com and we will do our best to include that sample in your order if it’s available.

How do I qualify for the LOVE MORE Free Gift with Purchase?

All orders that meet a threshold of $125 before member discount and shipping costs are eligible for our monthly LOVE MORE gift with purchase. You do not need to enter a special code to receive the gift. The gift will arrive packed with your order.

EXCLUSIONS: Limited Edition & Previous Discovery boxes, Subscriptions and Gift Card purchases do not qualify for our LOVE MORE gift with purchase promotion.

What method of payment does Beauty Heroes accept?

We accept credit card payment by Visa, MC, Discover and American Express and Apple Pay. We do not accept PayPal or After Pay.

How do I apply my 15% exclusive member discount in the Beauty Store?

Beauty Heroes members with an active subscription receive an exclusive 15% discount on all the products in the Beauty Store. Members must be logged into their Beauty Heroes account when shopping, and the discount will be automatically applied at checkout. If you are a Beauty Heroes member and are having issues getting your discount applied, please email us at hero@beauty-heroes.com and we’ll take care of you right away.

Beauty Store IRL

How many brick and mortar stores does Beauty Heroes currently have?

We currently have one store located in Northern California, about a 30 minute drive North of the Golden Gate Bridge. Our address is 817 Grant Avenue, Novato, California. Please visit our Novato store page for current hours of operation, upcoming events and our menu of holistic skincare services.

If I purchase a product online, can I return it in the Beauty Heroes Novato Store?

Yes, you can return products purchased online in our Beauty Heroes Novato Store. We observe a consistent return policy in store as online. If you bring your item in to our store, we waive the $10 shipping and handling fee.

If I'm a Beauty Heroes member, do I receive 15% off purchases in the Beauty Heroes Novato Store?

Yes. Beauty Heroes members receive 15% off products online (URL) and in our Novato Store (IRL). Members also receive 15% off skincare and makeup services in our Novato store. Some brand exclusions do apply.

Shipping Questions

Where does Beauty Heroes ship and how?

United States
We ship anywhere within the United States via USPS priority or regular mail, including Alaska and Hawaii, as well as APOs and FPOs. Shipping of our monthly Beauty discoveries is included in the cost of our subscription. U.S. orders under $75 from our online healthy beauty shop have a flat $5.95 shipping fee*. All U.S. beauty store orders $75+ enjoy FREE shipping.

Canada
We also offer flat rate Canadian shipping. We cannot bundle online store orders with our monthly subscription delivery if you are a Beauty Heroes member. Canadian orders under $150 from our online healthy beauty shop have a flat $11.95 shipping fee*. All Canadian beauty store orders $150+ enjoy FREE shipping.

International
We also ship to the listed countries below, each with their own additional shipping fee billed for the monthly Beauty Heroes Discovery and on orders from our Beauty Store. We cannot bundle online store orders with our monthly subscription delivery if you are a Beauty Heroes member. All International beauty store orders $200+ enjoy FREE International Shipping.

Flat Rate Shipping on International Orders under $200*:

  • Canada – $11.95
  • All Other Countries – $18.95

Austria, Australia, Azerbaijan, Bahamas, Bahrain, Belarus, Belgium, British Virgin Islands, Cayman Islands, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Great Britain, Greece, Greenland, Hong Kong, Iceland, Italy, India, Indonesia, Ireland, Israel, Italy, Japan, Kazakhstan, Kyrgyzstan, Kuwait, Latvia, Lithuania, Luxembourg, New Caledonia, Macao, Malaysia, Malta, The Republic of Moldova, Montenegro, The Netherlands, New Zealand, Norway, Philippines, Poland, Portugal, Reunion, Romania, Russian Federation, Saudi Arabia, Singapore, Slovakia, Slovenia, South Africa, South Korea, Spain, Sri Lanka, Sweden, Switzerland, Taiwan, Thailand, the U.A.E.,Uzbekistan

We ship via USPS to all destinations except for Russia, the Czech Republic and the UAE which ship via APC Postal Logistics to ensure reliable delivery.

We work hard to keep the additional shipping rates low so we can deliver healthy beauty outside of the U.S. Please note that any additional postal or customs fees incurred in the destination country are the responsibility of the customer. We cannot guarantee shipping times for international shipments.  While we do provide tracking numbers on all shipments, not every country we ship to tracks shipments all the way to the destination. While most our shipments arrive without issue, we cannot be responsible for lost or stolen shipments.

*While we work very hard to keep our international shipping rates flat and affordable, Beauty Heroes reserves the right to assess an additional shipping fee on large or heavy domestic and international orders. Our customer care team will contact you before your order ships to obtain approval on any additional shipping fees.

Do you offer FREE Shipping?

Yes. We offer free shipping on U.S. orders $75+ and International Orders $200+. Shipping will appear free as soon as your order meets the minimum.

Ingredient Allergies

What if I have allergies to certain ingredients, need my products to be 100% vegan or gluten-free? Should I join Beauty Heroes?

Yes! You can feel 100% comfortable subscribing to and shopping at Beauty Heroes. If you have allergies to certain ingredients or have specific ingredient concerns, please let us know. We will alert you in advance of your subscription renewal and assist you with skipping that month’s delivery. Please send your ingredient concerns to us at hero@beauty-heroes.com.

Gifts

How do I gift a Beauty Heroes subscription?

Gifting a Beauty Heroes subscription is easy and you can do so right here. You can select the term of the subscription you would like to gift, 1-, 3-, 6- or 12- months and checkout with the recipient’s mailing address and a personal gift note. We will ship out their subscription according to our regular schedule and include your note in their first shipment. Gift subscriptions, unlike regular subscriptions, do not automatically renew.

How do I gift products from your Beauty Store?

You can shop for the products you would like to gift to your recipient from our Beauty Store. Each of our orders are packed by hand with tissue and sealed for a luxury presentation.  To include a gift note in your order, simply add a note in the space provided in the shopping cart, and we will print your personal note and include it in your order.

Do you have a corporate gifting program?

Yes, Beauty Heroes makes a thoughtful client or employee gift or incentive. Our customizable and scalable corporate gifting program serves companies of all sizes. You can read more about that on our corporate gifting page. Please email us at hero@beauty-heroes.com to inquire about customized gift options and pricing.

Returns

Can I return or get a refund for my Beauty Heroes subscription?

While we do not accept returns on our monthly Beauty Discoveries, we want you to be able to use and enjoy each product we deliver to you with your Beauty Heroes subscription. Email our customer care team as soon as you join Beauty Heroes at hero@beauty-heroes.com to let us know if you have allergies or sensitivities to certain ingredients or have specific ingredient concerns. If our upcoming selection contains an ingredient we have on file for you, we will email you in advance of the delivery so we can assist you in skipping that delivery.

Can I return a product I purchased in your Beauty Store?

We love providing heroic customer care.  We honor returns + refunds in the form of a store credit on orders shipped within the United States, per the policy below but ask that you give us the opportunity to help you find a product you will love before you purchase it. To assist you with this, our customer care team is available to answer product and ingredient questions.  Please email us before making your purchase and our highly trained team will help you determine if a product will be right for you.  This will help us live lighter with less packing material and leave a smaller carbon footprint in selecting and delivering your Beauty Heroes.

Please note: An order cannot be cancelled after it has been placed and you have received a confirmation. We are not able to make any exceptions. Additionally, we are not able to edit or modify orders.

To initiate a return, please email us at hero@beauty-heroes.com.

  • We accept returns on opened and unopened products purchased from our Beauty Store* within 30 days of purchase for a store credit (including taxes), less a $10 cost of shipping & handling. We will provide you with a return label to ship your item back to our warehouse in Northern California.

We will replace a product that arrives damaged or defective.

We are not able to receive returns on shipments sent outside of the United States.

* please note that we do not accept returns or offer refunds on the following items:

– Monthly beauty discovery (subscription boxes)

– Limited Edition discoveries (wellness, makeup, lifestyle etc.)

– Perfumes or Fragrances

– Ingestible and nutrition products

– Sale items

– Trial and travel size products, sample kits or mini kits. This includes, but is not limited to Kari Gran Mini Kit, Ayuna Amma Set, Innersense Trios, de Mamiel Trial Set, Tabitha James Kraan, Mo Mi and Evolvh hair care and max and me trial sizes/kits.

– Products for which we offer a sample size for purchase. This includes, but is not limited to, H. Gillerman aromatherapy blends and many of our color foundation shades such as Sappho, Suntegrity and Fitglow. If there is a product that you haven’t tried before, and we offer the sample size for purchase, we encourage to purchase a sample or trial-size first before purchasing the full-size to make sure it’s a good fit!

– Products sold in bulk, for example liter size hair care products and gallons.