You've got questions, we've got answers
*GIFT WITH PURCHASE LIVING SEA CLEANSING TONIC* What are the terms and conditions?
Reusable cotton rounds (5) + pouch gift with purchase offer valid starting 10/28/22 at 12 PM EST while supplies last. Offer valid with purchase of Living Sea Cleansing Tonic and not valid with purchase of other Then I Met You products. Gift with purchase is not returnable for monetary value. Reusable cotton rounds (5) + pouch gift will be added to your order automatically, but will not appear in your cart.
Why should I use Then I Met You products?
We’re obsessed with formulating the best possible products with indulgent, effective results in mind. Our product formulas go through official tests with independent labs to ensure that they are safe for your skin. We keep in mind the importance of the formulas to be free of artificial coloring and other potential triggers for sensitive skin types. Each product works best for various skin types, so refer to the product descriptions to find out more.
Our obsession with formulation and quality isn’t meant to deliver just superficial results- it's intended to inspire you to slow down and take time for yourself. By creating products like you’ve never known, we hope to inspire you to go deeper than you’ve ever gone.
What is the double cleanse?
The double cleanse isn’t a trend or “extra”- it’s science. An evidence-based technique used by skin care experts and enthusiasts worldwide, the double cleanse effectively and gently removes impurities that can cause acne and premature aging for all skin types. Using an oil-based cleanser washes away oil-based impurities such as sunscreen and makeup, while a water-based cleanser ensures that the remaining impurities are removed from skin.
Do I need to purchase both the oil and the gel cleanser for my double cleanse to be effective?
Yes! We recommend using the double cleanse every morning and night to effectively and gently remove all impurities from your skin.
My oil cleanser changed color! Is this normal?
It’s perfectly normal! A high concentration of seaberry oil gives the oil cleanser its natural orange color. With continued exposure to light and oxygen, the vivid color derived from natural seaberry oil and its fragrance fades, but it does not compromise the effectiveness or potency of the product.
Are Then I Met You Products cruelty-free?
All Then I Met You products are cruelty-free and are Leaping Bunny Certified!
Are Then I Met You products organic or all-natural?
Then I Met You is not a brand focused on organic or all-natural formulas. We use high concentrations of natural ingredients wherever we can, but we also rely upon our deep understanding of what ingredients (some of which are made in the lab) help your skin glow best. Ingredients we do avoid include parabens, synthetic coloring, synthetic fragrances, denatured alcohol and mineral oil.
Will Then I Met You products expire?
Our products have an unopened shelf-life of 30 months or an opened shelf-life of 12 months.
Are Then I Met You products safe to use during pregnancy or while nursing?
The general consensus is that topical skincare products that are not prescribed by a doctor are safe to use during pregnancy and while nursing. That being said, we always recommend that you speak with your doctor and take the precautionary measures that you see fit throughout and post your pregnancy. We want you to feel assured that you’re using only the right products for your precious little one!
Are Then I Met You Products travel-friendly?
Yes! Then I Met You Products are 100ml or below, which meets TSA carry-on luggage requirements.
Where can I purchase Then I Met You products?
Then I Met You is available at thenimetyou.com, sokoglam.com cultbeauty.com — and now on amazon.com. We're here whenever you need us.
I can’t wait to try Then I Met You! Can I receive samples?
We can’t wait for you to try Then I Met You too! Follow our Instagram or subscribe to our mailing list for information about future sampling opportunities.
Orders & Shipping
Which forms of payment do you accept?
We accept Visa, MasterCard, Discover and American Express credit and debit cards, PayPal, and Amazon Pay.
Do you ship internationally?
Yes! We currently ship internationally to over 40 countries and are always looking to expand our offering. If you don’t see your destination in our country list, please feel free to reach out to us on email@example.com.
Where does Then I Met You ship to?
Then I Met You currently ships to all 50 US states and all US territories. For our international country list please see below:
Delivery Duty Paid (DDP) Countries
We ship to the below countries on a DDP basis meaning that any relevant taxes and duties will be included in your final price at checkout.
Australia, Austria, Belgium, Bulgaria, Canada, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hong Kong, Hungary, Ireland, Israel, Italy, Japan, Korea, Latvia, Lithuania, Luxembourg, Malta, Netherlands, New Zealand, Poland, Portugal, Romania, Singapore, Slovakia, Slovenia, Spain, Sweden, and the UK
Where does Then I Met You ship to? (continued)
*Due to local COVID-19 regulations in Australia, Hong Kong,
Singapore and New Zealand your order may experience up to 3-7 days of
additional shipping and handling times.*
Delivery Duty Unpaid (DDU) Countries
We ship to the below countries on a DDU basis meaning that any relevant taxes and duties will be collected once your order has arrived at your shipping destination country.
Bangladesh, India, Indonesia, Malaysia, Norway, Philippines, Switzerland
Does Then I Met You offer complimentary shipping?
Then I Met You offers complimentary shipping to all domestic orders (within the US) for all orders $30+ and for Canada for all orders $75+. Exclusions apply to the E-Gift Card.
Are there any shipping restrictions?
Depending on your shipping destination, there may be customs restrictions for shipments. Please see below the max shipping weight for the following countries:
10 LBS - EU
8 LBS - Australia, NZ, UK
5 LBS - India, Indonesia, Malaysia, Norway, Switzerland, Singapore, Israel, Japan, HK, Korea
If you are having any issues at checkout for the above countries, options will repopulate once a few items are removed from your cart.
When will my order ship?
We process and ship all orders Monday through Friday, with the exception of US holidays. Orders with standard shipping are typically fulfilled and shipped on the business day following your order. Once your order has shipped, you’ll receive a shipping confirmation with tracking information via email. Please note that it may take up to 48 hours for tracking information to update. Can’t find our email? Please remember to add firstname.lastname@example.org to your safe senders list.
Where do you ship from and how long will it take for my order to arrive?
All Then I Met You orders are shipped from the US. All US-based orders typically arrive within 3-5 business days from fulfillment.
For international orders, your package will arrive within 3-10 business days. Please note that for DDU-based orders, customs clearance may cause additional delays
Do you ship to APO and PO boxes?
We do ship to APO and PO boxes. Many APO and PO boxes go to our military service men and women- they too need Then I Met You.
Do you charge domestic sales tax?
Domestic sales tax will be applied to all orders shipped to New York and California.
Can I modify or cancel my order?
Unfortunately, we cannot modify your order once you receive your order confirmation. We may, however, be able to cancel your order. Please email us as soon as possible after placing your order with your full name, order number and the subject line “Cancellation.” We’ll do our best to accommodate you!
Gifting & Holiday
I'm ordering Then I Met You as a gift, how do I ensure that no prices are shown in the order?
Please be assured that no prices are ever shown in any Then I Met You packages. We hope that your friends and family enjoy Then I Met You.
How can I include a gift note with my order?
Then I Met You does not have a gift note option at this time. In place of a gift note, we always encourage gift-giving in a more personalized way. Whether it's calling your friends and family directly or sending them a handwritten note, let them know Then I Met You is on the way.
I want to gift my friends and family a Then I Met You E-Gift Card. How will they receive it?
Once you purchase a Then I Met You E-Gift Card, the E-Gift Card will be delivered to your email along with an order confirmation. You can either print the E-Gift Card to personally deliver it to your friends and family, or you can forward the email with a personal message. The email will include a link to the E-Gift Card code and specific instructions on how to redeem at checkout.
How do I redeem my E-Gift Card?
The E-Gift Card code will be enclosed in the E-Gift Card email. Enter this code into the gift card field above your cart total at checkout. After you hit “Apply,” the value of your E-Gift Card will be deducted from your cart total. You can use multiple E-Gift Card codes in a single transaction.
Returns & Exchanges
What is your return policy?
We’re sorry that you didn’t love your Then I Met You products! We want you to enjoy your skincare experience as much as possible, which is why we’re here to help. Send us an email at email@example.com within 30 days upon receipt of your products with your name, order number, the name of the product(s) and the reason(s) why they didn’t work for you and we’ll be happy to refund you in full to your original method of payment. Please note:
1) The Glow Deeper Essentials set and Deep Hydration Essentials set are final sale.
2) We cannot accept empty or nearly empty products.
3) We will only accept unopened, tested and gently used products.
4) We are not responsible for personal damages to an item. If the item has been dropped, stolen, spilled, misused, etc., we cannot refund or accept a return.
5) We are unable to refund your original shipping charges. Return shipping is at the expense of the customer.
Can I exchange a product?
We do not offer direct exchanges on Then I Met You products.
My Then I Met You products were damaged in transit!
Oh no- we’re so sorry to hear this! Please email us at firstname.lastname@example.org with your full name, order number, and an image of the damaged products.
What are the product and shipping details for the "Recycle To Restock" Initiative?
Can I only send Then I Met You Products?
No! We want to help you recycle all your skincare empties. Just make sure they are clean (or as clean as you can get them) and send them our way.
Do I have to pay for shipping?
Yes you have to pay for your own shipping, however please feel free to send us your empties in the original Then I Met You shipper box or any other box or pouch – and we will recycle that too on our end!
Is this program only for April/Earth Day?
We are happy to make this program available now and all year round. Sustainability is a journey and we are happy to partner with TerraCycle to make this part of our brand mission. Each month, 1 winner will be selected and receive a $40 gift card.
Doesn’t shipping products add to my carbon footprint?
That’s why we’ve partnered with TerraCycle’s Zero Waste Boxes. On top of collecting and recycling waste that would otherwise be destined for landfills or incineration, TerraCycle has made a commitment that all packages containing waste that are sent to them are carbon neutral. This means that whenever a package is sent, the carbon emissions released during its transport will be offset. By offsetting the emissions, they neutralize the negative impact it has on the environment.
What's the difference between sending products to you versus my local recycling center?
Municipal recycling rules vary from location to location and require consumers to do the work in terms of figuring out what material each part of the product is made of and which materials are recyclable. Also, even though some materials are listed as recyclable, many don’t make it to recycling facilities for various reasons including size – if you cut up a plastic tube to get the last drop of product, the 2 pieces of the tube may now be too small for recyclable facilities to sort and therefore the pieces end up in landfills.
That’s why we partnered with TerraCycle Zero Waste Boxes. They accept materials in most sizes and forms. The materials sent to TerraCycle are then size-reduced (made smaller by being shredded or ground), melted and reformatted into pellets, flakes, or a powder format to make new materials to construct park benches and playground equipment.
Are Then I Met You products recyclable?
Here is a full list of the materials used in our packaging.
Living Cleansing Balm: Jar and Cap - PETG, Spatula - PP
Soothing Tea Cleansing Gel: Tube - PE, Cap - PP
Birch Milk Refining Toner: Bottle - Glass, Stopper - PE, Cap - PP/ABS
The Giving Essence: Bottle - Glass, Stopper - PE, Cap - PP
Calming Tide Gel Cream: Bottle - LDPA/EVOH, Cap - PP
Honey Dew Lip Mask: Tube - PET/ LDPE/Silicone, Cap - PP
Please reach out to your local recycling center to ensure that they are able to accept these materials.