FAQs
Everything you need to know before, during, and after your order.
Product FAQs
Our products are formulated to support specific skin and hair concerns. Please review product descriptions carefully to ensure alignment with your goals. Because we use naturally derived ingredients, slight variations between batches may occur.
Each product page outlines the skin type and concern it supports. If you need personalized
guidance, select “Regimen Guidance” in our contact form and share your goals. We will help
you build a routine tailored to you.
Our formulas are crafted using plant-based ingredients and are never tested on animals. We
prioritize clean, responsibly sourced components.
No. Although many ingredients are plant-derived, all products are formulated for external use
only and are not intended for consumption.
Natural ingredients may vary slightly in tone depending on harvest and batch. This is normal
and does not impact effectiveness.
Packaging may change due to supplier updates or brand improvements. The formula remains
the same unless otherwise stated.
Whipped butters may soften or melt during transit, especially in warmer climates.
• Place in the refrigerator for 20–30 minutes to re-solidify
• Texture may settle into a balm consistency
• Jar may appear less full due to air loss from whipping
Products are filled by weight, not volume. Texture changes caused by temperature are not
considered defects.
Most products are best used within 9–12 months after opening. Store in a cool, dry place away
from direct heat and sunlight to maintain freshness.
Store between 65–75°F. Avoid prolonged exposure to heat, as natural oils and butters may
soften.
Order FAQs
Orders may only be modified or canceled before processing begins. Once processing has
started, changes are not guaranteed.
Only one discount code may be applied per order.
Due to the nature of skincare products, all sales are final unless the product arrives damaged or
Shipping & Delivery
Orders are processed within 10–14 business days prior to shipment. Shipping speed selected at
checkout applies to transit time only and does not shorten processing time.
At this time, we do not offer expedited processing. Shipping upgrades apply to carrier transit
only.
International shipping availability may vary. Customers are responsible for any customs duties,
taxes, or import fees imposed by their country.
Please review your tracking link for the most current carrier update. Delivery delays caused by
carriers are outside of our control.
If a package is returned due to an incorrect address, failure to retrieve, or carrier issue, the
customer is responsible for additional shipping fees to reship the order. Refunds are not
guaranteed once an order has shipped.
If a package is returned due to an incorrect address, failure to retrieve, or carrier issue, the
customer is responsible for additional shipping fees to reship the order. Refunds are not
guaranteed once an order has shipped.
Contact us immediately. If the order has not been processed, we may be able to update it. Once
shipped, we cannot modify delivery details.
Contact us within 48 hours of delivery with your order number and photos if applicable. We will
review and resolve accordingly.
Tribe & Community
We periodically open ambassador opportunities. Follow our social platforms and subscribe to
updates for announcements.
Please contact us through the form and select “Media & PR.”
Any open positions will be announced through official channels.
General Notice
Everyone’s skin is unique. We recommend patch testing prior to full application. Discontinue use if irritation occurs.
For external use only. Avoid direct contact with eyes.
Ingredient information is provided for transparency. Individual results may vary. These products are not intended to diagnose, treat, cure, or prevent disease
Still have questions?
We’re here to help. If you didn’t find what you needed above, send us a message below.
For order-related inquiries, please include your order number. Our support team typically responds within 1–2 business days.
Still have a question? Email: Support@donata.co
