FAQs for Keiaura
1. What is the philosophy behind Keiaura skincare products?
Keiaura's philosophy is a unique blend of the power of nature and scientific innovation. Our products are formulated with the highest quality, cleanest ingredients available, ensuring they are vegan, cruelty-free, and fragrance-free. We prioritize sustainability and eco-friendliness in all aspects of our production and packaging, setting us apart in the skincare industry.
2. Are Keiaura products suitable for all skin types?
Yes, Keiaura products are not just suitable, but designed to be gentle and effective for all skin types, including sensitive skin. We avoid common irritants like artificial fragrances, dyes, and harsh chemicals, making our products safe for daily use, no matter your skin type.
3. How do I start a Keiaura skincare routine?
Starting a Keiaura skincare routine is simple. Begin with our gentle cleanser to remove impurities and prepare your skin. Follow with our balancing toner to restore your skin’s natural pH. Apply our targeted serum to address specific skin concerns, and finish with our hydrating moisturizer to lock in moisture. For daytime routines, always apply a broad-spectrum SPF as the final step.
4. Are your products pregnancy-safe?
Yes, Keiaura products are formulated to be safe for use during pregnancy and breastfeeding. However, we recommend consulting with your healthcare provider to ensure the best care for you and your baby during this time.
5. What ingredients do you avoid in your formulations?
Keiaura products are free from parabens, sulfates, phthalates, synthetic fragrances, dyes, and other harsh chemicals. We focus on using natural, plant-based, effective yet gentle ingredients on the skin.
6. How does Keiaura contribute to sustainability?
We are committed to sustainability through our eco-friendly packaging, which includes recyclable materials and minimalistic designs to reduce waste. Our production processes are designed to minimize environmental impact, and we support various environmental initiatives and charities.
7. Can I use Keiaura products if I have acne-prone skin?
Absolutely. Our products are non-comedogenic, meaning they do not clog pores and are formulated to help balance and calm the skin. We use ingredients known for their anti-inflammatory and soothing properties to support acne-prone skin.
8. Where can I buy Keiaura products?
Keiaura products will be available directly from our website and will be launching soon. Stay tuned for updates and special promotions by following us on Instagram and signing up for our newsletter.
9. How can I get in touch with Keiaura customer service?
Our customer service team is available to assist you with any questions or concerns. You can contact us via email at contact@keiaura.com or through the contact form on our website. We strive to respond to all inquiries within 24-48 hours.
10. Do you offer international shipping?
Currently, we ship within the United States, but we are actively working on expanding our shipping options to include international destinations. Please stay tuned for updates on our shipping policies.
11. What is your return policy?
We want you to be delighted with your purchase. If you are unhappy with your Keiaura product, you can return it within 30 days of receipt for a full refund. For more details, please visit our returns page.
12. Are Keiaura products tested on animals?
No, Keiaura is proudly a cruelty-free brand. We do not test our products on animals, and we ensure that all our suppliers and partners uphold the same ethical standards. When you choose Keiaura, you're choosing products that align with your values.
13. How can I stay updated on Keiaura’s new products and promotions?
To stay informed about our latest products, promotions, and exclusive offers, follow us on Instagram and sign up for our newsletter. You’ll be the first to know about new launches and special deals.
14. How can I become a Keiaura brand ambassador?
We are always looking for passionate individuals who share our values to join our ambassador program. To learn more and apply, please visit the ambassador section on our website.
15. Do you offer samples or trial sizes of your products?
Yes, we offer sample sizes of some of our products, so you can try them before committing to a full-size purchase. Keep an eye on our website and social media for announcements about sample availability and special promotions.
16. What should I do if I experience a reaction to a Keiaura product?
While our products are designed to be gentle, individual reactions can occur. If you experience any irritation or adverse reaction, discontinue use immediately and consult with a dermatologist. Please also contact our customer service team to report the issue.
17. How are Keiaura products made?
Keiaura products are made using state-of-the-art manufacturing processes that adhere to the highest standards of quality and safety. Our formulations are developed by expert chemists who blend natural ingredients with scientific innovation to create effective skincare solutions.
18. Can I customize my skincare routine with Keiaura products?
Of course! Our product line is intentionally versatile, empowering you to customize your skincare routine based on your unique needs and concerns. Feel free to mix and match our products to create a routine that works best for you.
Orders and Payment
1. How can I track my order status?
Once your order has been processed and shipped, you will receive an email containing a tracking number. You can use this number to monitor your delivery on our carrier's website. Additionally, if you have a Keiaura account, you can log in to view your order status and history.
2. What is Keiaura's return policy?
We aim for complete customer satisfaction. If you are not fully satisfied with your purchase, you may return the items within 30 days of receipt for a full refund. Don't hesitate to contact our customer service at contact@keiaura.com with your order number to initiate the return process. Return shipping costs are the customer's responsibility, and original shipping charges are non-refundable.
3. What payment methods does Keiaura accept?
Keiaura accepts major credit cards, including Visa, MasterCard, American Express, and Discover. We also accept PayPal and Apple Pay and offer installment payments through Afterpay for customers in the US and Canada. Our secure payment gateway ensures the protection of your payment information.
4. When will my credit card be charged?
Your credit card will be charged at the time of purchase. Upon successful payment, you will receive an order confirmation email. If there are any issues with your payment, you will be notified immediately to resolve the issue.
5. Can I remove a saved payment method?
Yes, you can manage your payment methods through your Keiaura account. Navigate to the payment settings section, where you can securely add, edit, or remove payment methods.
6. What should I do if I forget my account password?
If you forget your password, click on the "Forgot Password" link on the login page. Enter your registered email address, and we will send you instructions on how to reset your password. Check your spam or junk folder if you do not see the email in your inbox.
7. Why was my order canceled?
Orders may be canceled due to various reasons, including payment issues, stock availability, or potential fraudulent activity. If your order is canceled, you will receive an email explaining the cause. For further assistance, don't hesitate to get in touch with our customer service team at contact@keiaura.com.
8. Can I change or cancel my order after it's been placed?
We strive to process orders quickly. If you need to make changes or cancel your order, contact us immediately at contact@keiaura.com. While we cannot guarantee changes once the order is processed, we will do our best to accommodate your request.
9. Do you offer gift cards?
Yes, Keiaura offers digital gift cards that can be purchased online. These gift cards are emailed directly to the recipient and can be used for any product available on our website. They make an excellent gift for any skincare enthusiast.
10. Are there any discounts for first-time customers?
Yes, we offer special discounts for first-time customers. Sign up for our newsletter to receive a welcome discount and stay updated on exclusive offers and promotions.
11. How can I contact Keiaura customer support?
Our customer support team is here to assist you. You can reach us via email at contact@keiaura.com. We are committed to providing excellent service and will respond to your queries within 24-48 hours.
12. How do I use an installment payment option like Afterpay?
To use Afterpay, select it as your payment method at checkout. You will be redirected to the Afterpay website to complete your purchase. Afterpay allows you to split your payment into four equal installments, interest-free, due every two weeks.
13. What should I do if there's a problem with my order?
If you encounter any issues with your order, such as receiving the wrong product or a damaged item, please get in touch with us immediately at contact@keiaura.com. Include your order number and a detailed description of the problem. We will work quickly to resolve the issue.
14. Can I place an order without creating an account?
Yes, you can order as a guest without creating an account. However, creating an account allows you to track your order history, save payment methods, and enjoy a faster checkout experience in the future.
15. How do I apply a discount code to my order?
To apply a discount code, enter the designated field at checkout and click "Apply." The discount will be reflected in your order total. Please note that only one discount code can be used per order.
Returns and Refunds
1. What is Keiaura's return policy?
At Keiaura, we are committed to your complete satisfaction. If for any reason you are not happy with your purchase, you may return it within 30 days of receipt for a full refund. The product must be unused and in its original packaging. Please note that return shipping costs are the customer's responsibility, and original shipping charges are non-refundable.
2. How do I initiate a return?
To initiate a return, please contact our customer service team at contact@keiaura.com with your order number and reason for the return. Our team will guide you through the process, providing a return authorization and detailed instructions, ensuring a smooth and secure return experience.
3. How long does it take to process a return?
Once we receive your returned item, we will promptly inspect it and process your refund within 7-10 business days. You will receive an email confirmation once your return has been processed. Refunds will be issued using the original payment method, respecting your time and trust in us.
4. Can I exchange a product?
We do not currently offer direct exchanges. This is because we want to ensure that you receive the best quality product, and processing a return and a new order allows us to inspect the returned item and send you a new one. If you wish to exchange a product, please return the original item for a refund and place a new order for the desired item.
5. What if I receive a damaged or incorrect product?
If you receive a damaged or incorrect product, please get in touch with us immediately at contact@keiaura.com with your order number and photos of the damaged or faulty item. We will arrange for a replacement to be sent to you as quickly as possible, and we will cover the return shipping costs for the damaged or incorrect item.
6. Are there any items that cannot be returned?
Opened products can not be returned or exchange due to hygiene and safety reasons.
7. How will I know if my return has been received and processed?
You will receive an email notification once your return has been received and processed. If you do not receive a notification within 7 business days of returning your item, please get in touch with our customer service team for assistance.
8. Do you offer refunds on sale items?
Sale items are final and cannot be returned for a refund. Please ensure you are satisfied with your purchase before completing the transaction.
Shipping
1. Where does Keiaura ship to?
Keiaura currently ships to all locations within the United States. We are working on expanding our shipping options to include international destinations shortly.
2. How long does shipping take?
Standard shipping, which typically takes 5-7 business days, is our default shipping method. Please allow additional time for order processing, which may take 3-5 business days. Once your order is shipped, you will receive a confirmation email with tracking information. We also offer expedited shipping options for those who need their products sooner.
3. How much does shipping cost?
Shipping costs are calculated at checkout based on your location, the weight of your order, and the shipping method selected. We occasionally offer free shipping promotions, so be sure to subscribe to our newsletter and follow us on Instagram for updates.
4. Can I track my order?
Once your order is shipped, you will receive a shipping confirmation email with a tracking number. You can use this number to track the progress of your order on the carrier's website.
5. What should I do if my package is lost or damaged?
If your package is lost or arrives damaged, please contact us immediately at contact@keiaura.com with your order number and details. We are committed to working with the carrier to resolve the issue and ensure you receive your products, providing you with the support you need.
6. Do you offer expedited shipping?
Yes, we offer expedited shipping options for an additional fee. You can select these options during the checkout process, and the cost will be calculated based on your location.
7. Can I change my shipping address after placing an order?
If you need to change your shipping address, please contact us as soon as possible at contact@keiaura.com. While we cannot guarantee changes after an order is processed, we will do our best to accommodate your request, showing you that your needs are important to us.
8. Do you ship to PO Boxes or APO/FPO addresses?
We ship to PO Boxes and APO/FPO addresses via USPS. Please ensure that your shipping details are correct to avoid any delays.
9. How can I qualify for free shipping?
We periodically offer free shipping promotions. To stay informed about these offers, sign up for our newsletter and follow us on Instagram. Additionally, we may offer free shipping on orders over a certain amount, which will be specified during the promotion.
10. What should I do if I have yet to receive my order within the expected time frame?
If your order has not arrived within the expected time frame, please contact us at contact@keiaura.com with your order number. We will investigate the issue and provide you with an update as soon as possible.
Contact Us
How can I contact the Keiaura Team?
Feel free to reach us at any time, we are here for questions, product recommendations and feedback.
