Questions
Frequently asked
- Why does my statement say ONYX CO?
- That is us. Every charge from this store appears on a statement as ONYX CO. If you are looking at a charge you do not recognise, email hello@onyxskinco.store with the amount and date. We will identify the order and sort it out — almost always faster than going through your bank.
- What does shipping cost and how long does it take?
- Standard is $5.50 and arrives in 3–5 business days, free on orders over $60. Express is $14.00 and arrives in 1–2 business days. We ship within the United States only. Full shipping policy
- Are your products fragrance-free?
- Yes. We do not add fragrance — synthetic perfume or essential oils — to anything in the range. Fragrance is one of the most common causes of irritation, and leaving it out makes each formula easier to tolerate and easier to reason about. If a product has a faint natural scent from the active itself, that is noted in its ingredient list.
- Can I return something?
- Yes. 30 days from delivery, on unopened products in their original packaging. Email us first for a reference number — returns that arrive without one take much longer to match to an order. Refunds go back to the original card within five business days of the return reaching us. Full returns policy
- Something arrived leaking or damaged.
- Bottles and jars occasionally leak or break in transit despite the packing. Email a photograph of the damage and of the outer box within seven days of delivery and we will replace it or refund you in full, whichever you prefer. You do not need to send anything back. The photograph of the box matters because it tells us whether to change how we pack that item.
- How do I layer the actives?
- In the morning, work lightest to richest: cleanse, vitamin C, moisturizer, then sunscreen last. At night: cleanse, then a treatment — retinaldehyde or an exfoliating acid, on alternate nights and never the same night — then moisturizer. Introduce one new active at a time and build up slowly. The full routine guide
- Can I use the retinaldehyde serum during pregnancy?
- Retinoids as a class — retinaldehyde included — are generally avoided during pregnancy and while breastfeeding. If you are pregnant, trying to conceive, or breastfeeding, pause the retinaldehyde serum and speak to your doctor before using it. This is general information rather than medical advice, and your doctor knows your situation.
- Are your products vegan or cruelty-free?
- Rather than print a badge we cannot back, we publish the complete ingredient list on every product page so you can check exactly what is in a formula against your own requirements. Everything in the range is fragrance-free and built on a single stated active. If a specific ingredient or its source matters to you, email us and we will answer directly.
- Are my card details safe?
- The card fields at checkout are not part of this website — they are served inside an isolated frame operated by a PCI DSS Level 1 certified payment provider. Your full card number never reaches our servers, is never written to our logs and is never stored in our database. We support 3-D Secure, so your bank may ask you to verify the payment. How payments are handled
- Why do you ask for a billing address separately from shipping?
- Because they are checked against different things. Your billing address is verified against the records your bank holds for that card. If you enter a shipping address there instead, the check fails and your bank may decline a payment that would otherwise have gone through. Enter the address your card statement goes to.
- Do you have a shop I can visit?
- No. We sell online only, and we ship within the United States.
- Why are there no reviews on the products?
- Because this is a new shop and we do not have any yet. We would rather publish nothing than publish numbers we made up. What we publish instead is a complete formulation record on every product — the full ingredient list, the key active at its stated percentage, the texture, how to use it and who it is not for — which is more useful than a star average anyway. When there are real reviews we will publish those and say where they came from.
Not answered here?
Email hello@onyxskinco.store. Monday–Friday, 9:00am–5:00pm CT. Every message answered within one business day.