You've got questions, we've got answers
*OFFER ENDED 8/27 at 5:00 PM EST* What are the terms and conditions for the complimentary Living Cleansing Balm Travel Mini offer?
- Living Cleansing Balm Travel Mini (10g travel size) gift with purchase offer valid starting 8/6/21 at 2:00 PM EST to 8/27/21 at 5:00 PM EST.
- Offer is applicable on orders of Birch Milk Refining Toner only. Offer does not apply to sets. No code necessary to redeem gift with purchase; populates automatically at checkout once Birch Milk Refining Toner is added to cart.
- If the Birch Milk Refining Toner is returned, the value of the Living Cleansing Balm Travel Mini will be deducted from the return.
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.
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.
Does Then I Met You offer complimentary shipping?
Yes! Then I Met You offers complimentary shipping to all domestic orders (within the US) for all orders $30+. Exclusions apply to the E-Gift Card.
Where does Then I Met You ship to?
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. An order typically arrives within 3-5 business days from fulfillment.
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 is 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.
Where can I purchase Then I Met You products?
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.
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.