Frequently Asked Questions

Yes. Every product sold by The LA Facialist is sourced directly from the brands we carry.

We do not purchase products from unauthorized marketplaces, liquidators, resellers, or unverified third parties. This helps protect product authenticity, quality, storage, and traceability.

We can only verify and provide purchase support for products ordered directly from TheLAFacialist.com or purchased through our Beverly Hills studio.

Candace Marino and our skincare team intentionally select products based on formulation, performance, professional experience, ease of use, and how each product fits into a complete skincare routine.

Our goal is not to offer every available product. It is to make it easier to discover products that are worth using and to provide the guidance needed to use them effectively.

Yes. Request a Virtual Skincare Consultation for personalized product and routine recommendations.

To help our team provide thoughtful guidance, please share:

• Your primary skin concerns and goals
• Your current morning and evening routine
• Known allergies or sensitivities
• Products or ingredients you have not tolerated well
• Prescription skincare products or medications you use
• Recent or upcoming professional treatments
• Whether you are pregnant, breastfeeding, or trying to conceive

Our recommendations are educational and cosmetic in nature. They are not a medical diagnosis, medical treatment plan, or substitute for care from a qualified healthcare professional.

Yes. A skincare routine does not need to come from one brand.

However, products from different brands may contain overlapping active ingredients. Combining multiple exfoliating acids, retinoids, acne treatments, or other intensive formulas may increase the likelihood of dryness or irritation.

Our team can help you determine which products complement one another and which combinations should be avoided.

Unless the product directions or your healthcare provider state otherwise, a general routine is:

Brand-specific and prescription directions should always take priority over general layering guidance.

Introduce one new product at a time whenever possible. This makes it easier to understand how your skin responds and to identify the cause of an unexpected reaction.

Follow the product directions and begin at the lowest recommended frequency when introducing a more active formula. Customers with sensitive or reactive skin should consider testing the product on a small area before applying it more broadly.

Please consult your obstetrician, dermatologist, prescribing provider, or treating professional before introducing a new active skincare product.

Pregnancy, prescription treatments, chemical peels, lasers, microneedling, and other professional procedures may temporarily change which products are appropriate for your routine.

Your healthcare provider's or treating professional's instructions should always take priority over general skincare recommendations.

Results vary by product, skin concern, routine, frequency of use, and individual skin.

Hydration, softness, or visible radiance may sometimes be noticed quickly. Concerns involving breakouts, uneven tone, texture, or visible signs of aging generally require consistent use over time.

No skincare product or routine can guarantee a particular result.

We accept major credit and debit cards, along with Shop Pay, Apple Pay, and Google Pay at checkout.

Your payment method is charged when the order is placed. All prices are shown in United States dollars.

Yes. A digital gift card is available and is delivered by email, so it can be sent immediately or scheduled.

Gift cards may be redeemed against any product on TheLAFacialist.com. Any unused balance remains on the card for a future order. Gift cards are not returnable or refundable, and the amount paid for a gift card does not count toward a complimentary shipping threshold on the order used to purchase it.

Email info@thelafacialist.com as soon as possible and include your order number.

We will make every effort to assist, but changes and cancellations cannot be guaranteed once an order has entered processing. Once an order has shipped, it cannot be canceled.

We may be unable to add products to a completed order. In that case, a separate order will be required, and each order will be subject to its own shipping and promotional qualifications.

Please confirm that:

• The code was entered exactly as provided
• The promotion is still active
• Your order meets any minimum purchase requirement
• The products in your cart are eligible
• Another promotional code has not already been applied

Unless otherwise stated, promotional codes cannot be combined and cannot be added retroactively after an order has been submitted. Brand, product, and geographic exclusions may apply.

Samples may be included when available but are not guaranteed with every order. Specific sample requests may not always be available.

Gifts with purchase are offered while supplies last and are subject to the qualifications stated with the promotion.

Samples and complimentary products have no cash value and are not eligible for return, refund, or exchange.

If a return causes an order to no longer meet the requirements for a complimentary gift, the unopened gift must also be returned. If it is not returned, its stated retail value may be deducted from the refund.

Inventory can change quickly, particularly during promotions, product launches, and high-volume periods.

If a product becomes unavailable after your order is placed, we will contact you or refund the unavailable item to your original payment method.

Yes. Standard shipping is complimentary on U.S. orders with a merchandise subtotal of $100 or more, after discounts and before taxes.

U.S. orders under $100 ship for a flat rate of $10. Expedited USPS and UPS options are also offered at checkout at live carrier rates.

A small number of products ship on a separate carrier profile because of their contents. On those items the complimentary threshold is $300 rather than $100. The applicable rate is always shown at checkout before payment.

Orders are typically processed within one to three business days, excluding weekends and holidays.

After the carrier accepts the package, standard U.S. delivery typically takes approximately two to five business days.

Processing and delivery may take longer during promotions, launches, holidays, severe weather, or carrier disruptions. Delivery dates provided at checkout or by the carrier are estimates and are not guaranteed.

Tracking information will be emailed once your order ships. Please allow time for the carrier's tracking system to update after receiving your shipping confirmation.

U.S. orders ship through USPS or UPS. International orders ship through DHL eCommerce, DHL Express, or UPS, depending on destination.

Yes. International shipping is calculated at checkout based on your destination, package weight, and the carrier service selected. The exact amount is shown before payment, so there are no surprises after you order.

International orders are carried by DHL eCommerce, DHL Express, or UPS depending on destination. Delivery typically takes approximately three to fourteen business days after carrier acceptance. Customs processing, local carrier delays, and destination-country requirements may extend delivery.

International customers are responsible for all applicable:

• Customs duties
• Import taxes
• Brokerage charges
• Handling fees
• Destination-country fees

These charges are not included in the product price or international shipping charge and are not collected or controlled by The LA Facialist.

Customers are responsible for confirming that the ordered products may be legally imported into their destination country. A small number of products cannot be shipped outside the United States because of their contents. Where that applies, the option will not be offered at checkout.

International orders are final sale except when an item arrives damaged, defective, or different from what was ordered, or when otherwise required by applicable law.

If an international shipment is refused, unclaimed, rejected by customs, or returned to us, original shipping charges and any return transportation, customs, brokerage, or carrier expenses may be deducted from an otherwise eligible refund. We cannot issue a refund for a shipment that is abandoned, destroyed, or not returned to The LA Facialist.

Yes. Eligible orders may be collected at our Beverly Hills studio, 441 North Bedford Drive, Beverly Hills, CA 90210. Select local pickup at checkout when the option is available.

Pickup is available Monday through Friday. Orders are typically ready within 24 hours, but please wait until you receive confirmation that your order is ready before arriving.

Please have your confirmation email on hand when you collect. Current studio hours and any additional instructions will be included in your confirmation.

Email info@thelafacialist.com immediately with your order number and the correct address.

We will make every effort to assist, but address changes cannot be guaranteed once an order has entered processing.

The customer is responsible for providing a complete and accurate address at checkout. Orders returned because of an incorrect or incomplete address, an unsuccessful delivery attempt, or failure to claim the package may be reshipped at the customer's expense. Original shipping charges are nonrefundable.

If we are unable to ship your order within the stated processing period, we will contact you with an updated shipping estimate.

You will have the option to accept the revised timing or cancel any unshipped items for a refund.

Please:

1. Confirm the shipping address on your order.
2. Check around the delivery location, including side doors, mailrooms, parcel lockers, and other secure areas.
3. Ask household members, neighbors, reception personnel, or building staff.
4. Contact the carrier for additional delivery information.

If the package still cannot be located, email info@thelafacialist.com within seven calendar days of the carrier's reported delivery date.

We will do our best to assist with a carrier inquiry. However, a package confirmed as delivered to the address provided at checkout is not automatically eligible for refund or replacement.

Eligible U.S. purchases may be returned when:

• The return request is submitted within 14 calendar days of confirmed delivery
• The product is completely unopened, unused, untested, and unaltered
• All original seals and product packaging remain intact
• The item is clean and in resalable condition
• The product was purchased directly from The LA Facialist
• Return authorization is received before the product is sent back

To request a return, email info@thelafacialist.com with your name, order number, the item you would like to return, and the reason for the return.

Approved returns must be shipped within seven calendar days of receiving authorization. Returns sent without authorization may be refused or returned to the sender.

Please review our complete Shipping & Returns Policy for all conditions and exclusions.

Opened, used, tested, or unsealed skincare products are generally not returnable because they cannot be safely restocked or resold.

This includes products opened to evaluate the texture, scent, color, finish, compatibility, or personal preference.

An opened product is also not ordinarily eligible for return simply because it did not produce the result a customer expected.

Damaged, defective, incorrect, and documented product concerns are reviewed separately.

Discontinue use and avoid applying additional active products to the affected area. Contact a qualified healthcare professional if you experience a significant or persistent reaction.

Please also email info@thelafacialist.com within seven calendar days and include:

• Your order number
• The product name
• How and when the product was used
• Other products used at the same time
• A description of your experience
• Photographs, when appropriate
• The visible product lot number

Opened products are not automatically eligible for return or refund. Documented product concerns will be reviewed individually, and any resolution will depend on the circumstances and applicable law.

Email info@thelafacialist.com within seven calendar days of delivery.

Please include:

• Your name and order number
• A description of the issue
• Photographs of the product
• Photographs of the exterior shipping box
• Photographs of the interior packaging
• The product lot number, when visible
• A short video when the issue involves a pump or dispenser

Please retain the product and all original packaging until our team completes its review.

Once the issue is verified, we will arrange an appropriate replacement or refund at no additional cost to you.

Direct exchanges are available only for products that arrive damaged, defective, or different from what was ordered and are subject to product availability.

For preference-based changes, an eligible unopened item may be returned under our return policy, and a separate order may be placed for the desired product.

Customers are responsible for return shipping unless the return is the result of a damaged, defective, or incorrect item verified by The LA Facialist.

We recommend using a trackable and insured shipping method. The LA Facialist is not responsible for a return shipment that is lost, damaged, or delayed before reaching us.

Original shipping charges are nonrefundable.

If a partial return reduces the retained merchandise subtotal below the $100 complimentary-shipping requirement, the order no longer qualifies for complimentary shipping and the standard $10 U.S. shipping charge may be deducted from the refund.

Refunds may also be adjusted if a return causes the order to no longer qualify for a promotional price, bundle offer, discount, or complimentary gift.

Authorized returns are inspected after they arrive.

Approved refunds will be issued to the original payment method, less any applicable shipping charges or promotional adjustments. Please allow up to 10 business days after the return is received and inspected for processing.

Your bank, credit card company, or payment provider may require additional time to post the refund to your account.

Items that do not meet the return requirements may be declined and returned to the customer at the customer's expense.

Brands periodically update product packaging, cartons, labels, pumps, seals, applicators, and product names. During a transition, both previous and updated packaging may be in circulation.

Not every brand uses shrink wrap, an exterior carton, or an inner foil seal. The absence of one of these features does not necessarily mean that the product has been opened.

If you see signs of leakage, damage, tampering, or prior use, do not use the product. Contact us within seven calendar days and include photographs of the product, packaging, and lot number.

Some airless pumps require priming before the product begins to dispense.

Confirm that the applicator is unlocked, hold the product upright, gently tap the base against your palm, and press the pump several times.

Do not dismantle the packaging or insert another object into the dispenser.

If the product still does not dispense, email us within seven calendar days with your order number and a brief video showing the issue.

Minor variation may occasionally occur between manufacturing batches or following a brand-approved formula or packaging update.

Do not use a product that has a distinctly unusual odor, significant color change, unexpected separation, foreign material, damaged packaging, or another condition that concerns you.

Email info@thelafacialist.com with photographs and the visible lot number so our team can review the issue.

Store skincare products in a cool, dry place away from direct sunlight, excessive heat, and moisture. Do not leave products in a hot vehicle or another area exposed to significant temperature changes.

Keep containers securely closed and use clean hands or applicators. Follow any product-specific storage instructions printed on the packaging.

Check the package for an expiration date or a period-after-opening symbol, which may appear as an open-container icon followed by the recommended number of months.

Do not continue using a product that is expired or has developed an unusual odor, color, texture, or appearance.