Returns & Shipping

Returns

USA:

We hope that you love using our products as much as we love making them for you, but if for some reason you decide it’s not the right fit for your skin, we are happy to offer hassle-free returns to domestic customers! United States-based customers have 30 days from the date their order arrives to return any single item(s) for a refund or store credit. EU customers can make returns within 14 days of purchase, but they will be responsible for all associated return fees. Please note that bundles/value sets and gift cards are final sale and cannot be returned, and international orders outside of the EU are not eligible for return.

To start the hassle-free returns process, just head over to our Returns Center. Refunds can take up to 10 days to return to original payment method.

If you have an issue with your order, you will have the option to edit/cancel your order by clicking the link in your order status page* or order confirmation email, within the first 25 minutes of placing your order. If this window has passed, you can try requesting an order withdrawal here, which will automatically cancel your order if and only if it has not yet been fulfilled.

*The order status page is viewable in your profile's order portal (top right "person" icon on Stratia's homepage).

Please note that we cannot guarantee order changes or cancellations no matter how quickly they are requested, due to different work schedules between our fulfillment team and customer service. As such, please make sure your order and address information are correct before placing your order.

If you received a damaged item or believe you experienced an allergic reaction, please contact [email protected] and we'll be happy to assist you further.

EU Withdrawal:

Please click here to submit a withdrawal request within 14 days. Customer is responsible for cost of postage, packaging, and any associated shipping fees. Customer will have to provide their own shipping label. Refunds will be processed when returns are received.

Other International:

Not eligible for returns at this time.

Shipping & Delivery

USA Flat Rate

Cost: $7, or FREE for orders over $35.

Delivery time (includes shipping and processing times): 4-10 days

Shipping time: 3-5 days once shipped

Processing time: 1-3 business days, but order processing times may take a little longer during holidays.

USA Expedited

Cost: $15

Delivery time (includes shipping and processing times): 3-5 days

Shipping time: 1-3 days once shipped

Processing time: 1-2 business days, but order processing times may take a little longer during holidays.

International

For our international fans, we’re excited to announce transparent duties, taxes, and shipping options with delivery estimates visible at checkout. They will vary depending on address and order total, and some locations will have expedited options available for an additional fee as well. As of 9/10/24, we made some upgrades to our international shipping process. These changes include the following:

International orders will now be sent with UPS and DHL to ensure a quicker, more reliable delivery.

The checkout process will break down fees more clearly, and the site will adjust to your local currency.

Stratia now covers some of the fees associated with international shipping, so regular shipping will generally be more affordable and significant faster! Express shipping will also see a reduction in cost.

Processing time

Order processing is the time it takes from when you place your order to when it gets packed up from our Stratia HQ and shipped out. This usually takes 1-3 business days, but during holidays order processing times may take a little longer.

Did you know we make and ship all products from the Stratia HQ & Lab in Downtown Los Angeles? Not only does this reduce carbon emissions, but it means that our founder Alli's obsessively researched formulas are hand-bottled and shipped to you with care. It also means that once your order is placed, we can't make changes or cancel your order. If you require further assistance, you can reach our team at [email protected].

Want to learn more? Visit our FAQs. You can also email us with questions at [email protected]

Return FAQs

How do I start a return or exchange?

To make a return, please visit our Returns Center within 30 days (US customers) or EU Withdrawal Form within 14 days (EU customers) and simply follow the instructions provided there. EU customers are responsible for return postage/shipping fees. We do not offer exchanges at this time.

My item is damaged.

We are sorry for the inconvenience. Please contact [email protected] and we’ll be happy to help.

I am located outside of the USA and need to make a return.

EU customers can make returns within 14 days of delivery here, and will be responsible for the cost of shipping the return. Unfortunately, we are unable to provide other international returns at this time

Where can I find my shipping label?

For US returns: Once you initiate your return through our Returns Center, you’ll receive step-by-step instructions and a return shipping label which will also be sent to your email. For EU returns: customers will need to provide your their shipping label.

How do I pack my return?

If possible, please ship your return in its original packaging to protect it from damages during transit. If you no longer have the original packaging, it’s not a problem. Please ship your return in your own packaging or materials. There will be more step-by-step instructions as you click through the Returns Center portal.

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