Good Molecules Help

Customer Service

Our Customer Service Teams in San Francisco and Philadelphia are ready to assist you. Feel free to contact us for product consultations, about order questions or issues, or anything else!

Product Advice

Our Good Molecules team of skincare experts are here to help. If you need assistance in anything from understanding product ingredients to your perfect skin care regimen, we are here to assist.

Browse Products

There are a number of ways you can find products:

*By Category - You can browse products in the categories of Best Sellers, Products, Bundles and Tools.

*By Products – You can browse products on the top navigation menu. When you click on a product , it will open the product page to get information regarding the product, list of product ingredients, etc.

*Product Search – Click the magnifying glass icon on the top navigation and simply type the product you are looking for into the search bar at the top of the site and click "Search." .

*Skincare Quiz - You can take the quiz to see which products are recommended for you based on your responses.

Re-stock information

If an item is out of stock, you can enter your email address to receive an email once the item is back in stock.

Shopping Bag

Please note that placing an available item in your shopping cart does not reserve that item. Available inventory is only assigned to your order after you place your order and receive an e-mail confirmation that we've received your order.

An item might be removed from your shopping bag for one of the following reasons: 1. The item is out of stock on Good Molecules . 2. The item is no longer available on Good Molecules . 3. The item is a promotional product which is no longer available on Good Molecules

Place an Order

You can place an order by following these steps:

1.Go to the product page, select size (if applicable), and quantity option and click "ADD TO BAG."

1. You can review the items in your shopping bag by clicking “Your Bag” on top right of the site. Once you are ready to place an order, click “View Bag.”

2. Click “Check out” to proceed with your order. You can also remove or change the quantity of items.

Remove Items

Go to the Your Bag page and click the "Remove" link under the quantity column. Your shopping bag will automatically recalculate your total.

Change the Quantity of Items

Change the number in the box under the quantity column. Your shopping bag will automatically recalculate, indicating both the unit price and the total price of the quantity added.

1. If you have not logged in, you will be directed to log in or create an account. Please enter your email address and click “Confirm to Checkout.”

2. Select or enter your shipping address and preferred payment method.

3. Shipping address - Enter your shipping address. Please type all information in English.

4. Shipping service - Select your shipping service.

5. Payment methods You can choose to pay by credit card, PayPal, Afterpay, Alipay, or Apple Pay.

6. Click "Place order." Your order has been successfully placed when you see the final order confirmation page.

7. After you have successfully placed your order, you will receive a confirmation email with your order details. This email is your receipt and can be printed for your records.

Order Confirmation Email

The order confirmation email includes:

• Your order number (the same number that appears on the order confirmation page).
• Details of the products and corresponding prices.
• Order summary including applicable credits and discounts.
• Your shipping and billing information.
• Estimated order delivery timeframe

Gift Wrapping Service

Unfortunately, we do not offer a gift wrapping service. However, our Fulfillment Teams in Fresno, Philadelphia, and Hong Kong thoughtfully wrap and securely pack your products to ensure they arrive quickly and safely.

Order Status

We have the following order status for your order:

• Pending: Confirming your order.
• Confirmed: Your order is being printed and/or assembled.
• Shipped: Your order has shipped.
• Cancelled: Your order has been cancelled

You can find your order number by logging into your account and navigating to Order History or you can also find it on your order confirmation email.

Modify Your Order

Unfortunately we cannot modify orders once they have been placed. You need to cancel your order and place a new order. Please note that you can cancel an order while its status is pending, confirmed or processing. Once your order shows as shipped we cannot cancel your order. If your order has shipped, please contact us at support@goodmolecules.com for assistance.

Cancel Your Order

To cancel an order, click "Cancel Order" on the Order History page.

You can cancel an order while it is pending, confirmed or processing. Once your order shows as shipped, we cannot cancel or modify your order. If your order has shipped, please contact us at support@goodmolecules.com for assistance.

Coupons and Promo Codes

At this time, we don’t offer coupons or promo codes. You may see third-party websites referencing “Good Molecules Coupon,” “Good Molecules Coupon Code,” but these aren’t valid. We also don’t participate in any cashback programs.

Sales Events

We do occasionally have sales and special events on Good Molecules, such as our Black Friday Festival. Please sign up by selecting the “Sign Up for Newsletter” link at the bottom of our site and inputting your email address to learn about new product releases and special offers!

Shipping Information - Shipping to the UK

We offer free shipping to the UK on all orders £35 and up. For all other orders, we offer £10 flat rate shipping.

We ship using FedEx Express (2-4 business days from order shipment date) and Landmark Global (6-10 business days from order shipment date).

Shipping Information

Orders shipped to UK may require a signature for delivery. We are currently unable to ship to P.O. boxes.

All duties and taxes are included in the price of your items. No additional fees are required at the time of delivery.

Good Molecules offers shipping throughout the UK on most items. However, certain items are not eligible. These include aerosols and alcohol-based products (hair spray, nail polish, nail polish remover, brush cleaner, perfume, etc.), export restricted items, and items with licensing restrictions.

Shipping Destinations

We accept and deliver orders to the following locations:

• Australia
• Austria
• Bahrain
• Belgium
• Brazil
• Bulgaria
• Canada
• Chile
• China
• Colombia
• Croatia
• Cyprus
• Czechia
• Denmark
• Ecuador
• Estonia
• Finland
• France
• Greece
• Germany
• Hong Kong
• Hungary
• India
• Ireland
• Israel
• Italy
• Japan
• Kuwait
• Latvia
• Lithuania
• Luxembourg
• Macau
• Malaysia
• Malta
• Mexico
• Nigeria
• Netherlands
• New Zealand
• Norway
• Peru
• Philippines
• Poland
• Portugal
• Qatar
• Romania
• Saudi Arabia
• Singapore
• Slovakia
• Slovenia
• South Africa
• South Korea
• Spain
• Sri Lanka
• Sweden
• Switzerland
• Taiwan
• Thailand
• UAE
• UK
• US

Shipping Address

To ensure timely delivery of your order, please be sure to provide an accurate shipping address. Please spell out the destination city and avoid abbreviations, misspellings, and typos, as these can cause delays in delivery.

Changing Your Shipping Address After Placing an Order

If you realize you have made an error with your shipping address after placing your order, please contact us immediately by email (support@goodmolecules.com), phone (1-213-444-4663) or live chat. We will do our best to help you adjust your address before your order is shipped.

Shipping to Multiple Addresses

Unfortunately, we do not currently support shipping to multiple addresses within a single order. If you need to ship items to multiple locations, please place separate orders for each address. Please note that shipping fees and taxes (if applicable) will apply to each separate order.

Combining Orders

We cannot guarantee that multiple orders can be combined into a single shipment. If you wish to group your items together, you can cancel your existing orders and place a new order for all the items you want to purchase.

Delivery Status

When you place an order you will get a confirmation email once the order is confirmed. Once the order has been handed over to our shipping courier, you will get a shipped email, which includes the shipping carrier, tracking number, and a link to track the order status.

You can also find your tracking number by logging in to your account and navigating to "Your Account" > “Order History.

Order Not Delivered

If you haven't received your order yet, please follow these steps:

• Check the delivery status of your order on the courier's tracking website.
• If the status is shown as "delivered", but you haven't received your order, or if you encounter any other problems, please contact us immediately.

We will investigate the issue and work with the courier to resolve any delivery problems as quickly as possible.

Shipping and Packaging

Our Fulfillment Teams in Fresno, Philadelphia, and Hong Kong thoughtfully wrap and securely pack your products to ensure they arrive quickly and safely. For orders shipped to third party or freight shipping companies, we are not liable for late deliveries or items that may arrive missing or damaged.

Email support@goodmolecules.com if you have any questions about when your order will arrive.

Credit Cards

We currently accept credit cards from Visa, MasterCard, American Express, Discover, Diners Club, and JCB.

All orders are charged in full when an order is placed. You will not have access to the funds (Order total amount) in your account immediately after the order is placed.

Enter your billing address exactly as it appears on your credit card statement. Contact your bank or credit card company if you need the billing address associated with your account.

For your security, we require you to enter your 3- or 4-digit card security code (CVV).

Most Cards:

Three digits are printed directly to the right of the signature strip on the back of the card.

American Express

Four digits are printed on either the right or left side above the 16-digit number on the front of the card.

Debit Cards

Debit cards are processed similarly to credit cards in that you will not have access to the funds in your account immediately after the order is placed.

If you cancel or return your order, it may take 3-5 business days for the funds to be returned to your card once we process a refund. We can only issue a refund to the exact same card the order was placed with.

Prepaid Cards

Prepaid cards are processed similarly to credit cards in that funds are deducted from your card immediately after the order is placed.

If you cancel or return your order, it may take 3-5 business days for the funds to be returned to your card once we process a refund. We can only issue a refund to the exact same card the order was placed with.

PayPal

We accept payment via PayPal. Choose "Pay with PayPal," at checkout and follow the prompts to log into your PayPal account.

If you have multiple payment methods added to your PayPal account the default payment method will be used to process your transaction.

Apple Pay

We accept Apple Pay

Store Credit

Store credit can be viewed in the Store Credit section of Your Account. If you have store credit, it will be automatically applied to the total of your next order (including any applicable shipping fees, taxes, and/or duties). Any remaining balance can be paid with the payment method of your choice.

Store credit is not redeemable or exchangeable for cash. If your order is returned or canceled, any store credit used to pay for it will be returned to your account.

AfterPay

Installments by Afterpay is a service that allows you to make purchases now and pay for them in 4 payments made every 2 weeks without any interest.

Shop online at GoodMolecules.com.com, add items to your shopping bag and checkout as normal. If your order qualifies for Installments by Afterpay, you will see Afterpay as a payment option among the list of payment methods and simply select that option for your order.

If you have not used Afterpay before, the first step to take is to register an account with Afterpay and provide payment details when you register your account. If you are a returning Afterpay customer, no need to re-register!

All items in your shopping bag must be eligible for Installments by Afterpay and a minimum purchase amount may apply. There may be a limit to the purchase amount based on the items selected in your order.

The first payment is made at the time of purchase (when you place your Good Molecules order). Then the remaining 3 payments are deducted every 2 weeks from your chosen payment method linked to your Afterpay account.

For any questions regarding your payments, Afterpay account, your debit or credit card linked to your Afterpay account, etc., you can log in to your Afterpay account to review the information and to also reach out to Afterpay for assistance.

Fraud Protection

All payment forms are subject to verification and review. We reserve the right to refuse to process any transaction, sale, or shipment of orders due to suspected fraud or unauthorized or illegal activity.

Returns

If you are less than completely satisfied with your purchase, you may return your order within 60 days (from the delivery date) for a full refund. We regret that we are unable to cover return shipping costs or refund the original shipping and duties charges unless the return was due to our error.

Products must be returned in new or gently used condition. If your product arrived either damaged or defective, please contact us right away.

Sets/bundles are sold as-is and products cannot be substituted or customized.

Products marked as final sale are not eligible for return. Black Friday Festival exceptions - Skincare Mini-Fridges, bundles, and store packs are final sale. Only individual items are returnable.

If you would like to return an order: 1. Contact us to receive return instructions and address. 2. Ship us the returned item(s) with the original packaging, including any associated free products or gifts along with the returned order. Please allow 1 to 2 weeks for receipt of the return at our office. 3. Once we have received your package, your refund will be issued in the original payment method within 5 to 7 business days. Any store credit used will populate back to your account immediately. Unfortunately, we are unable to refund any applicable duties and taxes from international orders.

Refunds are made to the original form of payment (e.g., credit card, Afterpay, Apple Pay, PayPal or store credit). If your purchase was paid with both store credit and another payment method, the store credit portion of your refund will always be issued first. Once the maximum originally spent with store credit is reached, the remainder of the refund will be credited back to your original payment method.

For example: * Your order total was $100. * Payment was made with $20 store credit and $80 via credit card. * The total refund amount to be applied is $50. * The refund will be applied as $20 back to store credit and $30 to credit card.

Exchanges

We are unable to offer exchanges, but we are glad to assist you in returning your order and completing a new order for the new item(s) you want.

If you would like to exchange your item(s): 1. Contact us to receive return instructions and address. 2. Ship us the returned item(s) with the original packaging. 3. Once we have received your package, we will process a store credit to your profile which will appear on your account immediately.

Item Missing

We strive to ensure your order arrives perfectly, but if you experience any issue, please reach out to us by email (support@goodmolecules.com), phone (1-213-444-4663) or chat.

Damaged or Wrong Items

We strive to ensure your order arrives perfectly, but if you experience any issue, please reach out to us by email (support@goodmolecules.com), phone (1-213-444-4663) or chat.

Create an Account

To register an account, just click on the "join" button at the top right of the page. You will then be displayed with a screen to create your Good Molecules account and password.

Join Good Molecules * First Name * Last Name * Email * Password I agree to the Good Molecules Terms of Service and Privacy Policy.

Forgotten Password

If you’ve forgotten your password, you can reset your password at the Forgot Password Page. Just enter the email address you used to sign up for Good Molecules and we'll send you an email containing instructions to reset your password.

Profile Settings

You can edit/update your name, e-mail address and password by going to the General Settings section of the Your Account Page.

Language Setting

Language Setting

Desktop: * Look for the flag icon located at the top right of the page. * Click on the flag icon and select your desired location from the list. * Choose your preferred language from the drop-down menu. * Click on the "Set Preferences" button to save your settings.

Mobile: *Tap on the menu icon (three horizontal lines) located at the top left of the page. * Tap on the flag icon. * On the Choose Your Region page, select your desired location. * Choose your preferred language from the drop-down menu. * Tap on the "Set Preferences" button to save your settings.

Newsletter

Subscribe to the Good Molecules newsletter:

You can check and manage your newsletter subscription status from "Your Account" > Emails & Notifications page. If you are subscribing to our newsletter and still not receiving them, please add us to your safe sender list to allow our emails to come safely into your inbox without them being placed in your junk or spam folder.

Unsubscribe from the Good Molecules newsletter:

You can unsubscribe from our emails at any time. You can click on the unsubscribe link at the bottom of the latest email you received. Or, you can log into your account and go to "Your Account" > Emails & Notifications page and click the “Unsubscribe” button.

Remove Account

To remove your account, please go to "Your Account" > “Delete Account” under General Settings.

Reviews

Good Molecules reviews provide our customers with an insightful experience with a particular product. To view or post a review of a product, simply visit the particular product page, scroll down to the bottom where you will find the reviews section.

Useful reviews sometimes include the product application and texture; comparisons to similar products; and the value of the product. The same product often works differently for every person, so be sure to include any personal characteristics that might have affected your experience.

Product Review Guidelines:

1. What makes for a good Good Molecules product review? A good Good Molecules product review is honest and gives an insightful account of your personal experience with a particular product. Let us know why you decided to try the product and what you found unique about it. Useful reviews sometimes include the product application, color, and texture; comparisons to similar products; and the value of the product. The same product often works differently for every person, so be sure to include any personal characteristics that might’ve affected your experience. Keep it fun and show off some of your personality too! Remember, you all are beautiful and it’s only skincare .

2. What should I review? Any Good Molecules product with which you have had personal first-hand experience using it on yourself or others. Good Molecules is about real experiences and honest opinions, so be yourself and keep it real :)

3. Can I review a product I was given for free for the purpose of reviewing? Yes, but you must disclose it! We understand that giving away products is sometimes the best way for people to learn about new Good Molecules products, so feel free to review them but also let us (your readers) know how you got the products. Not only is it the right thing to do, it’s also the law. If you want to learn about the legal rules on this kind of promotion, click here.

4. Can I review a product for which I was paid to review? No, you should not write a review for our site if you were paid for or incentivized either directly or indirectly by the business company of the product being reviewed. If you are an employee of the business company of the product, you may still review your company’s products as long as you were not asked or required to do so. Also, please disclose your relationship with the company. It’s a delicate balance, so do what’s ethical and use your judgment. We trust you :)

You can manage, edit and share your reviews by going to “Your Reviews”, found in the drop-down menu under your name.