Faq

For general inquiries, email us at [email protected].​

For press and media inquiries, email [email protected] or contact our regional PR agencies:​

•US: SEEN PR [email protected] ​

•UK: Rachael Houghton at [email protected]

Never. We are 100% cruelty-free and PETA-certified. Moreover, we find that busy go-getters make for the best test subjects. They are demanding and honest, traits that go a long way in helping to create the best products.

Please send all wholesale and retail queries to [email protected].

We have offices in Singapore, Berlin, and Bangkok. Our products are made in USA, Korea and Switzerland.

Expiration date: You can find the expiration date either on the top crimp or at the bottom of the product. If you're unsure about how to read the date, feel free to email us at [email protected] with the batch number for assistance.

Period after opening: Look for the icon with an open jar on the back of every product, which indicates how long the product is good for after opening (e.g., 6M, 9M, 12M).

We intend for our products to weather all of life’s many seasons with you. While our products can be left in extreme heat or cold for a short period without affecting their efficacy, they do get cold feet or become too hot to handle, which may result in a slight change in product texture.

The nose has it. The aroma you detect is a natural by-product of the bioactive plant oils we use in our products. It is part of the intrinsic nature of plant oils and extracts that their aroma changes over time.

Our sole goal for every product is maximum potency and efficacy, so we do not formulate the scent.

Every product’s final aroma results from a clean, meticulous formulation process where every product smells as per nature intended.

So, you can rest assured that not a drop of that synthetic perfume goes into creating our products.

Congratulations! While we endeavour to be your trusted skincare expert, we strongly recommend you speak to your doctor for the best advice on what products you should and should not use when pregnant.

All of our products were created to bring comfort to all skin types in all of life’s lemonade-making moments. Be it dullness or breakouts caused by stress from pulling that all-nighter at work, or skin dryness sustained from a night out living your best life, we’d like to think that we have you covered.

To reach and assure the highest level of quality and product safety, we are following ISO and FDA standards and strict regulatory requirements set for cosmetics. All our products are dermatologically tested and formulated with the target of minimizing the risk of irritation.

So here’s to happy skin indeed!

Shop PSA products on the new site: psaskincare.shop

We ship our products to you from the following locations, depending on your region:

United States of America: Philadelphia
Europe: The Netherlands 
United Kingdom: Wigan
Singapore/APAC: Singapore

Please note that all orders are subject to local customs fees, taxes, tariffs, or duties according to custom laws in your specific country or region.

Please note that the next day/expedited shipping policy starts counting from the time your package leaves our warehouse. Weekends and Public Holidays are excluded.

We ship globally to selected countries; restrictions apply. Please note that deliveries to Australia and New Zealand are currently unavailable. Alternatively, please refer to our list of authorized retailers here. Do note that all orders are subjected to local customs fees, taxes, tariffs, or duties.

Our orders are processed as follows:

When a dispatch date has been listed for a product, the date is estimated and can vary from time to time based on unforeseen circumstances.

Should we unexpectedly have larger order volumes, the processing time may be delayed.

Please contact Customer Service for exact timeframes. Once your order has been shipped, you will receive an email with the tracking information for your parcel.

In case your order is delayed, please reach out to us at [email protected] as soon as possible and we will go above and beyond to assist you with all the information you need.

If you believe your package is missing, lost or are unable to locate it after being marked as delivered, please contact the associated carrier (utilized for the delivery of your order) for assistance or to file a claim.

ALLIES Group is not be held responsible for missing, lost, stolen packages or damages done after the package is delivered.

ALLIES Group is not responsible for the safety of the packages after the delivery process has been completed by local carriers.

Please contact us at [email protected] as soon as possible, with your order number, if you would like to cancel or modify your order. We usually process orders as soon as we receive them, but we’ll try our best to fulfill your request.

You will receive a confirmation email once your order has been placed. We’ll send you a second email with the tracking information once your order has been shipped.

If you have any further questions regarding your order, kindly contact us via our Contact Form or at [email protected] and we will endeavor to be in touch within 72 hours.

We advise you to please reroute your package through the carrier’s tracking page once shipped, usually in 1-2 business days after an order is submitted.

Reroute options are only available online and not by calling the shipping company directly.

For any order with an incorrect address, we recommend checking your tracking information daily using the link provided in your shipping confirmation email.

ALLIES is not to be held responsible for delivery address changes or incorrect shipping addresses.

It may take 1-2 working days for your shipment status to be updated on our carrier’s system.

If you have any further questions regarding your order, kindly contact us via our Contact Form or at [email protected] and we will endeavor to be in touch within 72 hours.

We regret to inform you that we do not deliver to PO boxes or DHL ServicePoints at this time. For the most reliable and efficient delivery, we require a physical address where our carrier partners can successfully deliver your orders. We apologize for any inconvenience this may cause and appreciate your understanding.

If you have any further questions or need assistance with delivery options, please don't hesitate to contact us via our Contact Form or at [email protected] and we will endeavor to be in touch within 72 hours.

Route's Green Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit as well as protecting the planet. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Green Package Protection can be added during checkout.

Every time you add Green Package Protection to your order, Route donates to support an
agroforestry initiative that removes CO₂ from the air and promotes a flourishing ecosystem.

You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet? Download here.

Route is covering the cost to neutralize shipping emissions when you add "Green Package Protection" at checkout. "Green Package Protection" Shipping includes package protection at the same cost as before, with the additional benefit that your shipment is carbon neutral. By adding Green Package Protection to your cart, you're automatically taking instant climate action – no donation required.

Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.
Download the Route app here.

If your order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.

Need to file a claim? File your claim here.

Refunds: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included.

Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping and taxes.

Marked As Delivered (Stolen)

Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered
In some cases, the Route Support team may require a police report before moving forward with an order issue

Stuck In Transit (Lost)

For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date
For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date

Damaged

Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.
All of Route’s policies are listed here.

If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing.

You can file a claim with Route here.

If your order has defects or you suspect it was damaged during manufacturing, please reach out to us here and we will be happy to work with you to remedy the situation.

You can file a shipping issue on Route’s app or via the web here.
To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.

Haven’t downloaded the app yet? Download here.

Route’s terms and conditions are listed here.

Yes, Route is a licensed insurance company with SEG Insurance Ltd. as its partner.

We wholeheartedly believe in the efficacy of our formulations and hope you love them as much as we do. If for some reason you are not 100% satisfied with our products, we’ll give you a full refund providing the goods are returned to us within 30 days after receiving your purchase.

Your satisfaction is our top priority. In case you are not 100% satisfied with any of our products, you may return the product(s) at your own cost. We will give you a full refund* providing the goods are returned to us within 30 days after receiving your purchase.

Please note that we do not cover the costs of the product return. This cost is covered by the person who returns the products, not by the company.

*T&Cs might apply. Refunds are processed to the card/method of payment that was used in the original order.

Empty bottles/tubes of products cannot be accepted. You may not receive a (full) refund in cases where the product has been used beyond what is deemed reasonable to trial the product. For example, a product that is empty or almost empty. This also applies to a product that has been damaged after you have received it. Returns that exceed the 30 day guarantee period cannot be accepted. We do not accept returns from orders placed via a reseller. Please see our article on "How to return" for further information on the process of returning the product(s).

You may find out more about our return policy in the Terms & Conditions.

Please contact us immediately, within 48 hours receiving the order, at [email protected]. Please provide us with your order number and some photos of the damaged product/s.

If you have purchased our products from one of our authorized resellers, please contact that retailer for return or exchange information.

Please be reminded that we will not process returns if the 30-day period based on our Returns Policy has passed.

Step 1: Before returning a product, kindly complete our Contact Form to get in touch with our Customer Service (If you return a product without informing us, it may result in us being unable to process your return)

• In the Order ID section, please indicate the order number.
• In the I would like to section, please select "Cancel/Return an Order"
• In the Description section, please mention the reason for return and include the information for the product(s) you wish to return in the below format per each item:

CONDITION OF RETURN PRODUCTS

Order number:
Product Name: 
Quantity: 
Used or Unused:

Step 2: Our Customer Service team will then provide you with a Return Form containing the necessary return address. Please print out the Return Form and enclose it within the return parcel alongside the product(s), ideally in their original packaging (placed within a box of your preference).

Step 3: Mail the package(s) and respond to Customer Service with the tracking details.
**Please note that you are responsible for all shipping costs and the safe return of the merchandise, but you can select the carrier that works best for you.**

Step 4: Most returns are processed within 14 business days of receipt. You will receive an email confirmation once the return has been processed.

Please note that shipping costs for returned items are to be borne entirely by the customer and will not be refunded.

Please complete our Contact Form or email us at [email protected] within 48 hours of receiving the order so that we can take care of this for you. Please provide us with your order number along with a photo of the incorrect item/s you received.

We apologize, but currently, we do not offer exchanges due to changes that may affect your order’s pricing and total value. All sales are final.

Please contact us at [email protected] as soon as possible, with your order number, if you would like to cancel or modify your order. We usually process orders as soon as we receive them, but we’ll try our best to fulfill your request.​

You may cancel your order directly from your account if it has not been processed yet. Alternatively, you may contact us at [email protected] as soon as possible, with your order number, if you would like to cancel or modify your order. 

If you received a free gift with your order during a promotional offer and want to return your products, please return the free gift(s) as well. Otherwise, we will not be able to process your return.

If you want to return an item from a bundle or set, you need to return the entire bundle or set. We cannot process partial returns for bundled or set items.

If returning item(s) causes your order total to drop below the minimum for free shipping, the shipping charges will be deducted from your refund.

We do this to ensure that we can continue to offer a generous offer to those who opt-in. As a small brand, it also allows us to continue to meet our business needs.

Everyone saves 20% off the value of the product(s) that you choose to Auto-Replenish.   

If you're an Allies Rewards Club member (log in or create an account here), you'll save 25%.  

Everyone will save 30% from their 5th order onwards.  

The items you opt-in to are automatically billed and shipped based on the frequency you select. 

Simply click on the product you wish to opt-in to and hit the ‘Auto-Replenish & Save 20%’ (or 25% for logged in members) button. You will be redirected to the product page to select the delivery frequency of your choice.

Products on Auto-Replenishment already have a discount applied to it. Auto-replenishments cannot be combined with any other promotions or discount codes.

Of course! There is no limit to how many items you can get with our Auto-Replenishment program within the same order.

You can! Simply select your Auto-Replenishment product(s) and add it/them to your cart together with your one-time purchase.

Once you're logged in to your account, go to Manage Auto-Replenishment where you can pause, cancel or edit your Auto-Replenishments to suit your changing needs. You can also amend your delivery address and payment method. ​

All changes to your Auto-Replenishment must be made at least 1 business day in advance of the next shipment in order to process on time. ​

If you want to cancel or amend your Auto-Replenishment, please note there is a 2-cycle period that isn't cancelable, and changes cannot be made to it during this period. After the 2-cycle minimum has passed, you will be able to cancel your plan freely with no extra fees and amend as you wish once you're logged in to your account. Please be aware that by cancelling your current Auto-replenishment plan, there will be a 3-month waiting period before you can resubscribe to any of our products.

Whether it’s 1 month, 2 months, or 3 months, just choose the option that suits you best by setting the frequency when adding the Auto-Replenishment product(s) to your cart. ​

After the 2-cycle minimum has passed, you can change the frequency anytime you wish and as often as you want to. There are no restrictions. You are the only one who knows best how often your skin needs new supplies. ​

Once you're logged in to your account you can change the frequency of your Auto-Replenishment.

Please follow the below steps to amend the payment method of your subscription: 

1. Log into your account and select "Manage Subscription" under your account. 

2. Select the subscription you wish to amend and click on "See more details." 

3. Under the "Payment Details" tab, select "Update Payment". A request will be sent to the email used for registration. 

4. Open the email titled "Edit your payment details" and select "Confirm payment information." 

5. Key in the respective credit card details/billing address. 

6. Select "Update card" and a confirmation message will indicate "Your payment details have been updated successfully." once the step has been successfully performed. 

If your order has already been generated and the address indicated in the confirmation is outdated, kindly reach out to us at [email protected] at the soonest and we will try our best to assist you. 

If the order has already been shipped or delivered, kindly note that we will be unable to reship a new order to your current address. 

You will only be charged for what you purchase, if you see duplicate charges, please give it a few days to clear from your account.

However, if the charge remains after a few days, please send us an email at [email protected] with a screenshot of the duplicate charge for further assistance.

We accept all major credit cards, Shop Pay, Paypal and Google Pay.

Your card will be charged once the transaction has been processed successfully.

Afterpay is one of the most popular Buy Now Pay Later providers which allows you to break down your payments into 4 installments.

An account is needed in order to use the Afterpay app, please follow the instructions here.

Need more information? We've got you covered! Find all the answers to the most frequently asked questions here.

Joining is easy! Just click on the ‘Create Account’ button to get started. Once you’re registered with our store, you’ll have the opportunity to earn points in all of the different ways we offer!

Simply click on the "REWARDS POINTS" section under your user account to start benefiting from your earned points.

Also, make sure to keep an eye on our rewards program, as we come up with new ways for you to earn points all the time!

The benefits for each Level are detailed below, and we will make sure to email you 28 days after you have reached a certain Level so you can enjoy all the perks of our Reward Club, according to the Level you have achieved.

SILVER (Spend $1-$249)  

·       A $15 coupon on your account creation anniversary that can be spent by placing an order with a minimum value of $120 

·       1000 Priority Points on your birthday  

·       1000 Priority Points for every successful referral you make  

·       Exclusive access to special days e.g. limited time discounts, special promotions  

*The benefit stated as Exclusive Access to Special Days refers to the fact that certain promos will be available only for Reward Club members, and the members will be informed via email. We will be offering you special discount codes that are not going to be advertised publicly so you can enjoy the perks of the Reward Club.  

These promos are offered whenever we create special campaigns, so please stay tuned and check your email regularly so you don't miss out. 

GOLD (Spend $250-$799)  

·       A $20 coupon on your account creation anniversary that can be spent by placing an order with a minimum value of $120 

·       1250 Priority Points on your birthday 

·       1250 Priority Points for every successful referral you make 

·       Exclusive access to special days 

·       A 20% coupon for unlocking the Gold Level will be emailed to you 28 days after the GOLD Level has been achieved 

*The benefit stated as Exclusive Access to Special Days refers to the fact that certain promos will be available only for Reward Club members, and the members will be informed via email.  

We will be offering you special discount codes that are not going to be advertised publicly so you can enjoy the perks of the Reward Club.  

These promos are offered whenever we create special campaigns, so please stay tuned and check your email regularly so you don't miss out. 

PLATINUM (Spend $800-$1999) 

·      A $25 coupon on your account creation anniversary that can be spent by placing an order with a minimum value of $120

·      1500 Priority Points on your birthday

·      1500 Priority Points for every successful referral you make

·      Exclusive access to special days*

·      A 30% coupon for unlocking the Platinum Level will be emailed to you

·      Early access to new launches**

·      A full-size gift of your choice – We will email you 7 days after the Platinum Tier Level has been achieved to confirm your product of choice

*The benefit stated as Exclusive Access to Special Days refers to the fact that certain promos will be available only for Reward Club members, and the members will be informed via email. 

We will be offering you special discount codes that are not going to be advertised publicly so you can enjoy the perks of the Reward Club. 

These promos are offered whenever we create special campaigns, so please stay tuned and check your email regularly so you don't miss out.

**The benefit stated as Early Access to New Launches refers to the fact that whenever we are going to launch a new product, we will inform our Reward Club members in advance, via email, so they can be the first ones who order the products before we host the official launch on our website. 

As you can imagine, launching a new product can take a lot of time, as such, we kindly ask you to please stay tuned and check your email regularly, so you don't miss out on new launch announcements.

BLACK (Spend $2000+)   

·     A $30 coupon on your account creation anniversary that can be spent by placing an order with a minimum value of $120

·     2000 Priority Points on your birthday

·     2000 Priority Points for every successful referral you make

·     Exclusive access to special days*

·     A 40% coupon for unlocking the Black Level

·     Early access to new launches**

·     A full-size gift of your choice – We will email you 7 days after the BLACK Tier Level has been achieved to confirm your product of choice

·     1+1 video chat with our founder 

*The benefit stated as Exclusive Access to Special Days refers to the fact that certain promos will be available only for Reward Club members, and the members will be informed via email. 

We will be offering you special discount codes that are not going to be advertised publicly so you can enjoy the perks of the Reward Club. 

These promos are offered whenever we create special campaigns, so please stay tuned and check your email regularly so you don't miss out.

**The benefit stated as Early Access to New Launches refers to the fact that whenever we are going to launch a new product, we will inform our Reward Club members in advance, via email, so they can be the first ones who order the products before we host the official launch on our website. 

As you can imagine, launching a new product can take a lot of time, as such, we kindly ask you to please stay tuned and check your email regularly, so you don't miss out on new launch announcements.

COUPON CODE VALUE - $20 (minimum spend of $100)

COUPON CODE VALUE - $30 (minimum spend of $120)

COUPON CODE VALUE - $40 (minimum spend of $135)

COUPON CODE VALUE - $60 (minimum spend of $200)

COUPON CODE VALUE - $100 (minimum spend of $250)

COUPON CODE VALUE - $15 (minimum spend of $120)

COUPON CODE VALUE - $20 (minimum spend of $120)

COUPON CODE VALUE - $25 (minimum spend of $120)

COUPON CODE VALUE - $30 (minimum spend of $120)

You can check your point balance by clicking on on the "REWARDS POINTS" section under your user account.

You should receive points in your account instantly once you complete a transaction or leave a review.

We are unable to return the points to your account if you have already redeemed a code.

Coupon codes are considered a discount. The value of the discount will not be refunded when your return or exchange is processed. Coupon codes and discounts will not apply to refunds

Simply apply your discount code during checkout. Please note that none of our discount codes can be used in conjunction with one another, and only one discount code can be used at a time.

**Offers advertised on our website without a discount code will be automatically applied at checkout. In this instance, you will not be able to apply any additional discount codes as the offer is already a discount.