FAQ

Our frequently asked questions

Shipping

How much does shipping cost?

If you join our SOSHE Refill Program, you get free shipping on each refill!

For all other orders, continental America standard shipping and handling is $5

Please note that changes to your order may be limited during periods of high order volume, including launches and promotions.

When will my order ship?

Orders before 1 pm (PST) during the workweek will generally be processed and shipped the same day. Orders placed after 1 pm (PST) will generally be processed and shipped the next day.

Orders placed on the weekend will ship Monday. You’ll get a notification email with a tracking number as soon as your package ships!

*Please note that during times of high order volume orders can take as many as 3 days to be processed and ship from our warehouse.

Can I change the billing address for my order?

We are unable to edit the billing address once an order has been placed.

How can I change the delivery address for my order?

If you have subscribed to the SOSHE Refill Program and need to change your delivery address, simply go to your profile settings and change the shipping address in your account!

If you have placed a regular order and need to chance your delivery address please reach out immediately as we have a very short window to edit your order before it is fulfilled. We cannot guarantee that we will be able to change your delivery address before your order is fulfilled.

What are SOSHE products shipped in?

Currently, SOSHE products are shipped in fully recyclable paper-padded mailers. We are constantly striving for the most eco-friendly option, so stay tuned for more!

Gift Codes

Can I use more than one promo code on the same order?

You can only use one promo code per order.

Return and Exchange

What is our return policy?

We currently are unable to accept general returns. If you are experiencing any problems or issues with your product please reach out via the customer support form here. If you don't receive a response in 1-2 business days please reach out to us at hello@soshebeauty.com the team will do their best to solve any issues on a case-by-case basis.

If a refund is issued for your purchase through soshebeauty.com we will refund the original purchase price minus the cost of shipping.

How can I unsubscribe from receiving refills?

If you want to postpone your refills until a later date, feel free to skip a shipment or two, or cancel through your account page.

What should I do if I receive the wrong product?

If you received the wrong items please reach out to us through the customer support form here.

Product

Where can I buy SOSHE Mascara?

SOSHE Beauty products are sold exclusively through soshebeauty.com.

How do you refill the mascara?

Check out our Refill Guide page out for more information.

How long does SOSHE mascara last?

You can keep your mascara for up to six months, but we highly recommend, based on ophthalmologist and FDA-recommendation, that you replace your mascara every three months.

How can I find out more information about a product?

If you have any further questions or just want to talk to someone on the SOSHE Team, reach out to hello@soshebeauty.com!

What are your plans for future products?

Sign up to our newsletter to find out!

Billing

When will my credit card be charged?

Your credit card will be charged as soon as your order is accepted and processed. For refills, your card will be charged based on your refill schedule.

Is it safe to use my credit card on this site?

Yes. Your privacy and security are of utmost importance to us. We take all precautionary actions to ensure your safety.

Sustainability

Can you recycle SOSHE mascara?

We can properly and fully recycle your SOSHE mascara through TerraCycle's Zero Waste Program. Just send us back your refill and we'll take care of the rest! Do not throw your mascara (or any of your makeup) in your at-home recycling bin.

What are your mailers made from?

We use paper-padded mailers instead of bubble mailers so you can fully recycle all components of your package.

How much plastic am I saving?

Our Refill Technology helps you reduce your total mass of single-use plastic waste by as much as 50 percent. We can fully close the loop and properly recycle each mascara sent back to us.

Why does mascara have to be in plastic?

Your eyes and eyelashes have bacteria on them that transfer over to your brush and can contaminate the formula. Therefore plastic is the safest material to store mascara to protect your eyes. We are constantly researching more eco-friendly technology so stay tuned on our future products!