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Faq

How can we help?

Drop us an email at ask@allies.shop to leave feedback, ask questions about your order, our products, our website, or just Allies of Skin in general. We believe regularly touching base with our allies will help us serve you and your skin better, so feedback is always appreciated!

Allies of Skin & PSA

What language do you offer assistance in?

We are always happy to assist you in English, as this is the official language of our company.

I would like to feature your brands and/or products. How do I get in touch?

Please send all general inquiries to ask@allies.shop Please send all press and media inquiries to press@alliesofskin.com.Alternatively, you may get in contact with our regional PR agencies. Press Enquiries (US)

Katherine Pape kathy@papepr.com

Press Enquiries (UK)

Rachael Houghton rachael@huntergracelondon.com

Press Enquiries (Germany)

Faustyna Klabun f.klabun@svr-pr.de

Press Enquiries (China)

Nicholas Tan nicholas@eastoceancapital.com

Do you test on animals?

Never. We are 100% cruelty-free and PETA-certified. Moreover, we find that busy go-getters make for the best test subjects. They are demanding and honest, traits that go a long way in helping to create the best products.

I would love to carry ALLIES products in my store/spa, who should I speak to?

Please send all wholesale and retail queries to partners@alliesofskin.com.

Where is your company, and where are your products made?

We have offices in Singapore, Berlin, and Bangkok. All our products are made in the United States.

Our Products

When is your next product launching?

We have plenty of new formulas to share. To be the first in the know, simply join our mailing list to receive the latest updates. We are happy to invite you to follow our Instagram accounts @alliesofskinand @psaskin for more news regarding our products and upcoming events!

How do I know when my product will expire?

All our products have a 2-year shelf-life when unopened. Once you open your product, you can refer to the packaging, which will tell you how many months it’s most effective.

Each product lasts for 6-12 months from the time of opening. Look out for the icon with the open jar on the back of every product (example: 6M/9M/12M). We intend for our products to weather all of life’s many seasons with you.

While our products can be left in extreme heat or cold for a short period without affecting their efficacy, they do get cold feet or become too hot to handle, which may result in a slight change in product texture.

I reordered a product and noticed that it seems to smell a little different. Why is that so?

The nose has it. The aroma you detect is a natural by-product of the bioactive plant oils we use in our products. It is part of the intrinsic nature of plant oils and extracts that their aroma changes over time.

Our sole goal for every product is maximum potency and efficacy, so we do not formulate the scent.

Every product’s final aroma results from a clean, meticulous formulation process where every product smells as per nature intended.

So, you can rest assured that not a drop of that synthetic perfume goes into creating our products.

Can I use your products during pregnancy?

Congratulations! While we endeavour to be your trusted skincare expert, we strongly recommend you speak to your doctor for the best advice on what products you should and should not use when pregnant.

What skin types are your products suitable for?

All of our products were created to bring comfort to all skin types in all of life’s lemonade-making moments. Be it dullness or breakouts caused by stress from pulling that all-nighter at work, or skin dryness sustained from a night out living your best life, we’d like to think that we have you covered.

To reach and assure the highest level of quality and product safety, we are following ISO and FDA standards and strict regulatory requirements set for cosmetics. All our products are dermatologically tested and formulated with the target of minimizing the risk of irritation.

So here’s to happy skin indeed!

Delivery & Shipping

What are my delivery/shipping options?

Region
United States Price Tier Standard (3-7 days) Expedited (3 days) Next day delivery
Under $75.00 $5.00 $15.00 $25.00
Between $75.00 - $150.00 Free $15.00 $25.00
Between $150 - $350 - $12.00 $25.00
Over $350 - Free $25.00
Canada Price Tier Standard (3-7 days) Priority Expedited (3 days)
Under $350 $25.00 $30.00 $40.00
Over $350 Free Free Free
Europe I Price Tier Standard (1-4 days)
Belgium, Germany, Luxembourg, the Netherlands Under €75 €5.00
Over €75 Free
Europe II Price Tier Standard (2-6 days)
Austria, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Greece, Hungary, Iceland, Italy, Latvia, Lithuania, Macedonia, Malta, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, Republic of Ireland Under €75 €5.00
Over €75 Free
United Kingdom (including Northern Ireland) Price Tier Standard (2-4 days) Expedited (2 days)
Under £70 £5.00 £10.00
Between £70 - £150 Free £10.00
Over £150 Free Free
Singapore Price Tier Standard (3-7 days)
Under SGD 75 SGD 5.00
Over SGD 75 Free
Malaysia Price Tier Standard (3-13 days)
Under SGD 350 SGD 20.00
Over SGD 350 Free
Hong Kong & Taiwan Price Tier Standard (3-6 days)
Under SGD 350 SGD 20.00
Over SGD 350 Free
Other APAC regions Price Tier Shipping (3-4 days)
Australia, Brunei, Japan, New Zealand, S. Korea Under SGD 350 SGD 40.00
Over SGD 350 Free

Where does ALLIES ship to?

We ship globally to selected countries; restrictions apply. You may refer to the article below What are my delivery/shipping options? for the full list of selected countries that we ship to.

Alternatively, please refer to our list of authorized retailers.

Do note that all orders are subjected to local customs fees, taxes, tariffs, or duties.

When will my order ship?

We aim to process orders placed before 8 AM CET (GMT+1) within 24 hours.

Orders placed after 8 AM CET (GMT+1) will be processed the next working day (excluding weekends).

When a dispatch date has been listed for a product, the date is estimated and can vary from time to time based on unforeseen circumstances.

Should we unexpectedly have larger order volumes, the processing time may be delayed.

Please contact Customer Service for exact timeframes. Once your order has been shipped, you will receive an email with the tracking information for your parcel.

*This excludes US orders, which may take up to 48 hours to be processed.

I did not receive my order, what can I do?

In case your order is delayed, please reach out to us at ask@allies.shop as soon as possible and we will go above and beyond to assist you with all the information you need.

If you believe your package is missing, lost or are unable to locate it after being marked as delivered, please contact the associated carrier (utilized for the delivery of your order) for assistance or to file a claim. If the carrier cannot recover the package, please notify us immediately by emailing ask@allies.shop to be considered for a replacement. This must be done within 30 days of the original expected delivery date. Please note this process may take up to 3-5 business days.

If your package is marked as delivered but cannot be located, we will evaluate the claim to provide a prompt resolution. However, we cannot process refunds for orders that are marked as delivered by the carrier. 

How do I update my order?

Please contact us at ask@allies.shop as soon as possible, with your order number, if you would like to cancel or modify your order. We usually process orders as soon as we receive them, but we’ll try our best to fulfill your request.

Other enquiries

For any inquiries, please complete our Contact Form or email us at ask@allies.shop, and we will endeavor to be in touch within 72 hours.

How can I check the status of my order?

You will receive a confirmation email once your order has been placed. We’ll send you a second email with the tracking information once your order has been shipped.

If you have any further questions regarding your order, kindly contact us via our Contact Form or at ask@allies.shop and we will endeavor to be in touch within 72 hours.

What if my order has been processed and the address is incorrect?

We advise you to please reroute your package through the carrier’s tracking page once shipped, usually in 1-2 business days after an order is submitted.

Reroute options are only available online and not by calling the shipping company directly.

For any order with an incorrect address, we recommend checking your tracking information daily using the link provided in your shipping confirmation email.

ALLIES is not to be held responsible for delivery address changes or incorrect shipping addresses.

I’m having problems with my international tracking number.

It may take 1-2 working days for your shipment status to be updated on our carrier’s system.

If you have any further questions regarding your order, kindly contact us via our Contact Form or at ask@allies.shop and we will endeavor to be in touch within 72 hours.

How can I edit my shipping address?

If you wish to make any changes to your order, please kindly contact us via our Contact Form or email us at ask@allies.shop with your order number as soon as possible.

Return/Exchange

Can I return my product?

Your satisfaction is our top priority. In case you are not 100% satisfied with any of our products, you may return the product(s) at your own cost. We will give you a full refund providing the goods are returned to us within 30 days after receiving your purchase.Should you like to return any product(s), kindly note that we do not cover the costs of the product return. This cost is covered by the person who returns the products, not by the company.Our 30-day satisfaction guarantee doesn't affect the legal right to cancel.If you had received a gift upon ordering during one of our promotional offers and would like to return your product(s), then you would also need to return the gift(s) to us with the products you wish to return in order for us to process your refund. Should you return your products but choose to keep your gifts, then the value of the gift(s) will be deducted from the refund of the rest of your order. *T&Cs might applyRefunds are processed to the card/method of payment that was used in the original order.Empty bottles/tubes of products cannot be accepted.You may not receive a (full) refund in cases where the product has been used beyond what is deemed reasonable to trial the product. For example, a product that is empty or almost empty. This also applies to a product that has been damaged after you have received it.Returns that exceed the 30 day guarantee period cannot be accepted.We do not accept returns from orders placed via a reseller.Please see our article on
"How to return" for further information on the process of returning the product(s).

You may find out more about our return policy in the Terms & Conditions.

My items arrived damaged. What should I do?

Please contact us immediately, within 48 hours receiving the order, at ask@allies.shop. Please provide us with your order number and some photos of the damaged product/s.

Can I return/exchange a product not purchased on Allies.shop?

If you have purchased our products from one of our authorized resellers, please contact that retailer for return or exchange information.

How to return

Please be reminded that we will not process returns if the 30-day period based on our Returns Policy has passed.

Step 1: Before returning a product, kindly complete our Contact Form to get in touch with our Customer Service (If you return a product without informing us, it may result in us being unable to process your return)

In the Order ID section, kindly indicate the order number.

In the I would like to section, kindly select "Cancel/Return an Order"

In theDescription section, kindly provide us with the reason for return and include the information for the product(s) you wish to return in the below format per each item:CONDITION OF RETURN PRODUCTSOrder number: Product Name: Quantity: Used or Unused:

 

Step 2: Once our Customer Service team has responded to you with the Returns Address for your region, kindly pack the product(s) in its original packaging (if available) in a box of your choice with:
-A slip of the "CONDITION OF RETURN PRODUCTS" completed in written or printed form that you have indicated above 
-The original invoice/packing slip (if available)

 

Step 3: Mail the package(s) and respond to Customer Service with the tracking details.

**Please note that you are responsible for all shipping costs and the safe return of the merchandise, but you can select the carrier that works best for you.**

 

Step 4: Most returns are processed within 14 business days of receipt. You will receive an email confirmation once the return has been processed.

Return/exchange shipping costs

Please note that shipping costs for returned items are to be borne entirely by the customer and will not be refunded.

What should I do if I received the wrong product?

Please complete our Contact Form or email us at ask@allies.shop within 48 hours of receiving the order so that we can take care of this for you. Please provide us with your order number along with a photo of the incorrect item/s you received.

Can I exchange my product?

We apologize, but currently, we do not offer exchanges due to changes that may affect your order’s pricing and total value. All sales are final.

Can I cancel my order?

If you have changed your mind and would like to cancel your purchase, we advise you to contact us via our Contact Form or at ask@allies.group as soon as possible. 

Auto-Replenishment

Why is there a 2-cycle minimum when opting-in for Auto-Replenishment?

We recently updated our terms to state that anyone who joins Auto-Replenishment will need to go through a 2-cycle before they can cancel or pause their plan. We do this to ensure that we can continue to offer a generous offer to those who opt-in. As a small brand, it also allows us to continue to meet our business needs.

The 2-cycle period will be in effect as of September 5, 2022.

What are the benefits of opting-in to Auto-Replenishment?

Oh, where do we start? You get to save 30% off the value of the product(s) that you choose to Auto-Replenish. On top of that, you will never have to worry about running out of your favourite ALLIES products.

The items you opt-in to are automatically billed and shipped based on the frequency you select.

How do I opt-in to Auto-Replenishment for a product?

Simply click on the product you wish to opt-in to and hit the ‘Auto-Replenish &Save 30%’ button. You will be redirected to the product page to select the delivery frequency of your choice.

What are my delivery/shipping options for Auto-Replenishment?

Region
United States Price Tier Standard (3-7 days) Expedited (3 days) Next day delivery
Under $75.00 $5.00 $15.00 $25.00
Between $75.00 - $150.00 Free $15.00 $25.00
Between $150 - $350 - $12.00 $25.00
Over $350 - Free $25.00
Canada Price Tier Standard (3-7 days) Priority Expedited (3 days)
Under $350 $25.00 $30.00 $40.00
Over $350 Free Free Free
Europe I Price Tier Standard (1-4 days)
Belgium, Germany, Luxembourg, the Netherlands Under €75 €5.00
Over €75 Free
Europe II Price Tier Standard (2-6 days)
Austria, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Greece, Hungary, Iceland, Italy, Latvia, Lithuania, Macedonia, Malta, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, Republic of Ireland Under €75 €5.00
Over €75 Free
United Kingdom (including Northern Ireland) Price Tier Standard (2-4 days) Expedited (2 days)
Under £70 £5.00 £10.00
Between £70 - £150 Free £10.00
Over £150 Free Free
Singapore Price Tier Standard (3-7 days)
Under SGD 75 SGD 5.00
Over SGD 75 Free
Malaysia Price Tier Standard (3-13 days)
Under SGD 350 SGD 20.00
Over SGD 350 Free
Hong Kong & Taiwan Price Tier Standard (3-6 days)
Under SGD 350 SGD 20.00
Over SGD 350 Free
Other APAC regions Price Tier Shipping (3-4 days)
Australia, Brunei, Japan, New Zealand, S. Korea Under SGD 350 SGD 40.00
Over SGD 350 Free

Why can’t I use my discount code on Auto-Replenishment?

Every product in your Auto-Replenishment plan comes with a 30% off discount. Subscriptions cannot be combined with any other promotions or discount codes.

Can I opt-in to Auto-Replenishment for multiple products within the same order?

Of course! There is no limit to how many items you can get with our Auto-Replenishment program within the same order.

Can I opt-in to Auto-Replenishment and make a one-time purchase within the same order?

You definitely can! Simply select your Auto-Replenishment product(s) and add it/them to your cart together with your one-time purchase.

How can I amend my Auto-Replenishment plan?

Once you've opted-in, you can still amend your Auto-Replenishment plan. Kindly send us an email to ask@allies.shop and we will be happy to assist you with:

-Amend your Auto-Replenishment frequency
-Pause/resume your Auto-Replenishment
-Add product(s) from your Auto-Replenishment
-Remove product(s) from your Auto-Replenishment

Please note, all changes to your Auto-Replenishment must be made at least 2 business days in advance of the next shipment in order to process on time.

How do I cancel Auto-Replenishment?

When you opt-in to Auto-Replenishment, there is a 2-cycle period that isn't cancellable.  After the 2-cycle minimum has passed, you will be able to cancel your plan freely with no extra fees. The 2-cycle period will be in effect as of September 5, 2022. 

 If you have concerns or requests regarding your cancellation, you reach us via our Contact Form or by sending an email to ask@allies.shop — we are happy to help.  

Please be aware that there will be a 3-month waiting period before you can resubscribe to any of our products. 

How often can I change the frequency of my Auto-Replenishment?

After the 2-cycle minimum has passed, you can change the frequency anytime you wish and as often as you want to. There are no restrictions. You are the only one who knows best how often your skin needs new supplies.

Should you wish to amend the frequency of your Auto-Replenishment, we would be happy to assist! Kindly drop us an email at ask@allies.shop.

How can I see the details of my Auto-Replenishment?

Make sure you create an account on our website and that you are logged in.

You can find all the information related to your Auto-Replenishment by clicking on the user icon in the top right corner and selecting "Auto-Replenishment".

You can make any changes you wish to your Auto-Replenishment by selecting "Manage Auto-Replenishment " on your selected product.

How can I set the frequency for my Auto-Replenishment?

You get to decide how often you would like us to ship your subscription.

Whether it’s 1 month, 2 months, or 3 months, just choose the option that suits you best by setting the frequency when adding the Auto-Replenishment product(s) to your cart.

How do I amend the shipping address on my Auto-Replenishment?

Please follow the below steps to amend the address of your subscription:

1. Log into your account and select "Manage Subscription" under your account.

2. Select the subscription you wish to amend and click on "See more details."

3. Under the "Product Shipping Info" tab, click on the pen.

4. Key in the ship-to address and select "Update" once completed.

5. A confirmation email will be sent to you automatically reflecting the updated address.

How do I amend the payment method/billing address for my Auto-Replenishment?

Please follow the below steps to amend the address of your subscription:

1. Log into your account and select "Manage Subscription" under your account.

2. Select the subscription you wish to amend and click on "See more details."

3. Under the "Payment Details" tab, select "Update Payment". A request will be sent to the email used for registration.

4. Open the email titled "Edit your payment details" and select "Confirm payment information."

5. Key in the respective credit card details/billing address.

6. Select "Update card" and a confirmation message will indicate "Your payment details have been updated successfully." once the step has been successfully performed.

I forgot to update the address on my Auto-Replenishment and I received an order confirmation with an outdated address.

If your order has already been generated and the address indicated in the confirmation is outdated, kindly reach out to us at ask@allies.shop at the soonest and we will try our level best to assist you.

If the order has already been shipped or delivered, kindly note that we will be unable to reship a new order to your current address.

Payment Information

Why was I charged twice?

You will only be charged for what you purchase, if you see duplicate charges, please give it a few days to clear from your account.

However, if the charge remains after a few days, please send us an email at ask@allies.shop with a screenshot of the duplicate charge for further assistance.

What forms of payment do you accept?

We accept all major credit cards, Shop Pay, Paypal and Google Pay.

When will my credit card be charged?

Your card will be charged once the transaction has been processed successfully.

Reward Points

When do my points expire?

Your Loyalty Points will expire in 1 calendar year if not used, and unfortunately cannot be recovered.

How do I participate and start earning points?

Joining is easy! Just click on the ‘Create Account’ button to get started. Once you’re registered with our store, you’ll have the opportunity to earn points in all of the different ways we offer!

Simply click on the "REWARDS POINTS" section under your user account to start benefiting from your earned points.

Also, make sure to keep an eye on our rewards program, as we come up with new ways for you to earn points all the time!

Does it cost anything to begin earning points?

Absolutely not! Sign-up is 100% free, and it will never cost you anything to earn points. You may find out how to earn points by clicking on on the "REWARDS POINTS" section under your user account to view how you can benefit from your earned points.

Do I have to register for individual promotions?

Once you create an account, you’re all set — we don’t require you to register for individual promotions separately. Just fulfill the promotion's requirements, and we’ll add the points to your account immediately!

What happens to my points if I make a return?

When you return an item, you lose the associated credit you originally earned by buying the item in the first place. Sounds kind of confusing?

Let’s take an example: let’s say you had previously spent $50 towards a ‘spend $100, earn 500 points’ promotion, and you decide to buy a $20 item, which bumps you up to $70. If you decide to return that item, your progress would also go back down to $50 — it’s just like you hadn’t bought the item in the first place.

How do I redeem my points?

Exchanging your points for great rewards couldn’t be easier!

Simply click on the "REWARDS POINTS" section under your user account to view all of the great options and click the ’redeem’ button to get your reward.

Your points will expire after 1 year.

What can I redeem my points for?

Glad you asked! We want to make it easy for you to redeem your hard-earned points. Simply click on the "REWARDS POINTS" section under your user account to view all of our exciting reward options.

How do I check my points balance?

You can check your point balance by clicking on on the "REWARDS POINTS" section under your user account.

How long does it take until the points appear in my account?

You should receive points in your account instantly once you complete a transaction or leave a review.

Discount Codes

Can discount codes be refunded?

Coupon codes are considered a discount. The value of the discount will not be refunded when your return or exchange is processed. Coupon codes and discounts will not apply to refunds

How do I apply a discount code?

Simply apply your discount code during checkout. Please note that none of our discount codes can be used in conjunction with one another, and only one discount code can be used at a time.

**Offers advertised on our website without a discount code will be automatically applied at checkout. In this instance, you will not be able to apply any additional discount codes as the offer is already a discount.

Sustainability

How can I see the contributions ALLIES is making on my behalf?

For every order placed through ALLIES, we will donate one tree and offset 20kg of CO2e. This amount has been carefully calculated, taking into account our ingredients, processes, and shipping. We have chosen to make this donation on your behalf — there is no additional cost to you. There is also no minimum threshold to qualify for this contribution — EVERY order placed regardless of size or value will include this donation.

You can track our progress here!

How do I know that the contribution is legitimate/authentic?

The projects that Treepoints selects to invest in are all verified to the highest standard and have a positive impact on global sustainable development as well as reducing CO2e emissions.

In terms of carbon offsetting, Treepoints only supports projects that have been independently verified by Gold Standard and Verified Carbon Standard. This means that the efficacy and impact of projects can be guaranteed, and we have visibility of where our contributions are going.

The carbon reduction initiatives all reduce CO2e immediately or in the future. They are wide-ranging, from promoting renewable energy to improving agriculture and reforestation.

You can find out more about how Treepoints choose their Carbon Offsetting projects here.

For tree planting, Treepoints work with Eden Reforestation Projects — who aim not only to combat climate change but also to provide employment and livelihoods for people living in poverty around the world — allowing them to become agents of global forest restoration.

You can find out more about Treepoints and Eden Reforestation Projects here.

Which organization are you working with?

We are so pleased to be partnering with Treepoints on our journey to being a more sustainable business. Treepoints are a start-up social enterprise that help individuals and businesses to get a better understanding of their environmental impact and give them the resources to offset their footprint.

You can find out more about Treepoints via their website treepoints.green or Instagram @treepoint.green.

How do we contribute to make the Earth a better place?

In our efforts to be better #ALLIESForThePlanet, we believe that our partnership with Treepoints is a hugely positive step in the right direction as they are a start-up social enterprise that helps individuals and businesses to get a better understanding of their environmental impact and gives them the resources to offset their footprint.

Also, we want to contribute to the health of the planet as well as the health of your skin, so we use 100% recycled paper and soy-based ink for our boxes and shippers, and we never use virgin forest materials.

We only work with SGS and FSC-certified vendors to maintain the highest level of sustainability possible.

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