FAQ

How long will it take for my order to ship?

All US orders over $50 receive free carbon neutral shipping and will ship in 1-3 business days from the date of payment via USPS First Class Mail with a tracking number. All US orders under $50 are subject to $5 carbon neutral shipping via USPS First Class Mail. If you would like to upgrade your shipping, you may select USPS Priority Mail or USPS Priority Mail Express for an extra fee. You may receive shipping updates via our provider, Sendle.

International customers can select between USPS First Class International, DHL, or UPS at checkout. For additional international shipping options, please reach out to us.

Please see our Shipping Policy for full details.

How do you package your shipments? 

All orders are packaged with protective material to ensure they arrive safely. We try to reuse and recycle as much shipping material as possible, so from time to time, your order may have a bit of extra tape or different filler. If you prefer not to receive recycled shipping materials, please add a note to your order.

What if I ordered the wrong item?

Please contact us at hello@chuanspromise.com within 6 hours of placing your order. 

What's your return policy?

We accept returns for refund within 14 days of delivery. All sales are final on international orders and sale items. Please see our Return Policy for full details.

How do I change or cancel my subscription?

You can change or update your subscription by logging into your account, or by accessing the link in your initial subscription email. Your initial subscription order counts as your first billing cycle, and subscriptions may only be canceled after your second billing cycle. If you need help changing or updating your subscription, please email us at hello@chuanspromise.com.

How do I use your clay masks? 

Please see our clay mask mixing and application instructions here. If you have any additional questions, please email us at hello@chuanspromise.com.

Are your skincare products really handcrafted?

Yes, all of our skincare products are handcrafted in Denver, Colorado. We know that what you put on your skin matters, so in our mixing process, we follow food-grade hygiene and safety protocols. 

Please see Our Process for more details. 

What’s in your skincare products?

We only source high-quality natural ingredients. Please see each product's page, under the Ingredients tab, for a full list of ingredients.

Are your hair accessories really handmade?

Yes, all of our hair accessories are sewn in our home sewing studio in Denver, Colorado. This is also why we have limited inventory for our hair accessories! Sewing is one of my hobbies, and you can see more examples of clothing and home goods I’ve sewn on Instagram. 

How do I wash my tools and accessories?

That’s a good question! We recommend:

For mixing bowls and spoons: Hand wash with water and soap. Avoid using harsh materials to scrub, as this may damage the items. Let air dry. Do not soak. 

For hair accessories: Hand wash or spot clean with cold water and soap. Lay flat to dry. Do not tumble dry. 

Do you take custom orders? What about bulk or wholesale orders?

Wow, first of all, thanks! We're flattered and so grateful for your interest. Chuan's Promise products are sold in stores, boutiques and zero waste/refill shops across the country. You can find our wholesale information on Faire and Bulletin or you can email us directly at wholesale@chuanspromise.com with details of your order and we will get back to you as soon as possible. Wholesale customers with an approved wholesale login may access our product catalog here.