Help Center
My Account
You’ll need to register before you can place an order with Symbiome.
As long as you have a valid email address, then you can head over to our sign up page to get in on all the action.
We do not want you to lose out on our exclusive offers, so you can choose to receive our notifications when registering.
If you are already registered and wish to receive these emails, you can login to your account and change the 'Email preferences' option.
It’s easy to make changes to your details, whether it’s your payment information, password or address book.
Log-in to your account and you’ll see a range of categories at the bottom of the page under ‘Account Settings’.
You can rest assured that shopping with Symbiome is safe.
We’re fully compliant with the data protection act so we care about keeping your details secure.
For further information, please visit our Privacy Policy page.
Ordering
All items ordered with Symbiome depend upon availability. We want you to be able to order and receive the products you love effortlessly, so we’ll always aim to let you know if an item is out of stock.
Now and again there can be an unexpected delay, if so we’ll get in touch to let you know.
It’s easy to place an order with us. Log-in to your account to begin browsing our range of products.
Once you’ve found the product you want, you’ll need to click ‘Add to basket’. You can either carry on shopping or click ‘View Basket’ if you’ve got everything you need; this will give you the option to checkout.
If you have any addresses or payment options saved to your account then these will automatically display in the checkout, making it quick and easy to complete the order. Otherwise you’ll need to enter the details manually.
Check everything is correct and you’re good to go. We’ll send you an email as soon as the order is on its way.
Yes, click on the ‘My Basket’ icon at the top of the page and you’ll be able to see the item(s) you have in there so far.
Use the + button to stock-up on your favorite items, or the – button if you’ve selected too many. If you want to remove an item completely then click the x button.
We’ll send you an email as soon as your order is on its way. You can also check your account to see the progress of an order or to track it.
We may ship items separately in the event of one or more of the items being delayed.
Your account makes it easy to keep track of all your orders.
Once you’ve logged in you’ll see each individual order that you’ve placed with us. Select the one that you want and you’ll be provided with all the details you need about that order.
We’ll also send you a shipping email as soon as your order is on the way.
Your account will show any previous orders you’ve placed.
Click on the order you want to view to find out more. If the order has been sent tracked then you’ll be able to click through to track it from your account.
The email we sent you regarding the shipping of your order will also let you know when we expect the order to arrive.
We’re sorry to hear you want to cancel.
If there is anything that we might be able to do that means you don’t have to cancel, then you can contact our Customer Service team via the 'Still need help?' section (below).
If not, then select the order that you wish to cancel. You can choose to cancel individual items or the whole order.
We’ll send you an email within an hour to let you know if the cancellation worked.
If it fails, this is because the order is getting ready to be sent. Items that are in stock are processed quickly so that we can aim to get products to our customers without delay.
You can visit our Returns Policy to help you get the order back to us instead.
Once you’ve placed your order we cannot make any changes to it.
If you want to try and cancel so that a new order can be placed, then you’ll need to log-in to your account.
Select the relevant order and you’ll see that you can choose to cancel individual items or the whole order.
We’ll send you an email within an hour to let you know if the cancellation worked. Please don’t place a new order until you hear from us.
Don’t worry we understand that this can happen; you can try and cancel the item in your account.
You’ll need to click on the item and choose the cancel option. We’ll send you an email within an hour to let you know if it worked.
If you can’t cancel then you can send the item back to us. It’s best to refer to our Returns Policy to find out how.
If you still need help, then you can send our Customer Service team a message via the 'Still need help?' section (below).
We’re really sorry that happened as we aim to provide high quality items to all of our customers.
So that we can look into this for you, please contact us to tell us more via the 'Still need help?' section (below).
To speed the process up, it’d really help if you could find the information below before contacting us, don’t worry if you can’t though, we can help once you get in touch.
1. Order Number
2. Product Name
3. Details of the fault
4. Images that support the fault, if applicable
As soon as we’ve looked into the fault we’ll let you know what we plan to do next by sending you an email.
We’re really sorry to hear that, sometimes things can go wrong but don’t worry as we can help. Please send us a message via the 'Still need help?' section (below).
We’ll need to know the following information so that we can fix this for you-
1. Order Number
2. Incorrect item received
3. The correct item ordered
As soon as we’ve looked into what went wrong, we’ll let you know what we plan to do next by sending you an email.
We take pride in our products so we’re sorry to hear you’ve received your order damaged.
Sometimes things can go wrong but don’t worry, as we can help. Please send us a message via the 'Still need help?' section (below).
Please don’t throw the item away, we may ask for pictures of the damage to ensure we take measures to prevent it happening again.
As soon as we’ve looked into what went wrong, we’ll let you know what we plan to do next by sending you an email.
Sometimes we ship items separately to make sure that any delayed items do not hold up the rest of the order.
It is therefore possible that the missing item may be on a separate shipment.
Your shipping confirmation email will list the items that have been sent. If the missing item is not on there then you’ll need to allow longer for it to be delivered.
If the item has been sent, then please send a message through via the 'Still need help?' section (below) to let our Customer Service team know and they’ll be happy to help.
Our Customer Service team is always on hand to provide support and guidance. All orders have to be placed through your online account but they’re more than happy to help you do so.
Get in touch with them now via the 'Still need help?' section (below).
Payments and Discounts
We offer a variety of online payment methods to ensure our customers can place orders with ease.
You can select your preferred payment method at checkout. As we take fraud very seriously, you will face validation and authorization by us and the card issuer.
We do this to ensure that our customers are safe while they shop.
Any order placed for delivery outside of the US could result in import duties and taxes (including VAT).
We recommend that you contact your local customs office for information as customs policies and practices vary widely from country to country."
If you’re seeing the status ‘Payment Problem’ on one or more of your orders then this means that we need you to check the payment information that has been submitted.
Click onto the order and you should see an option to resolve the problem. Before re-entering any card details you’ll need to make sure that the expiry date and billing address are correct. We also recommend checking funds in the account.
If you’ve done all that and still can’t fix the problem then please contact our Customer Service team who’d be happy to help via the 'Still need help?' section (below).
Once you place an order, the payment will show in your account as pending until we send the products to you.
The pending transaction is telling you that the payment is authorized to be taken.
If you want to add new payment details then you’ll need to do this at the checkout stage.
Your new card details will be saved once your order has been placed. This means that next time around you can order your favorite products with ease. You can manage your saved payment cards by clicking into ‘Payment Cards’ under Account Settings in your account.
Once you’ve found all the items that you want then click ‘My Basket’, you’ll see a box located below your list of items which says ‘Got a discount code? Enter it here’.
Add your discount code into this box and click ‘Add’ to apply the discount.
If the code doesn’t work, then you’ll need to check that you’re not trying to use more than one offer and none of the items are on our exclusions list.
If you have any problems entering the code then you can contact our Customer Service team via the 'Still need help?' section (below).
We’re sorry to hear your code isn’t working, you’ll need to check that you’re not trying to use more than one code per order and that your item isn’t excluded.
You can refer to our exclusions list to check.
If the code isn’t being affected by one of the issues above then please contact our Customer Service team via the 'Still need help?' section (below).
Delivery
We send you an email as soon as your order is on the way, so that you can find out when it will arrive.
For tracked orders, you can use the tracking link provided in your email or located in your account to check where your order is.
Have you checked for a 'missed delivery' notification card from FedEx or USPS? Your package may have been left somewhere safe, such as at a local FedEx or USPS branch. That information should be contained on the notification card. Our Delivery Information page can provide you with more information and/or the timeframe.
If you do need to report your order as lost then please contact our Customer Service via the 'Still need help?' section (below).
Don’t worry, if your order cannot fit into your mailbox, or otherwise requires a signature, then the courier, either FedEx or USPS, should leave a note card. This card lets you know where your package is and how you can collect it.
Returns and Refunds
Every purchase comes with the unrelenting promise of real support and your peace of mind. That’s why we accept domestic US returns on our complete collection within 30 days of receipt of purchase! For more information, please chat with our team.
Please note that we’re unable to support international returns, nor are we able to accept refund requests in the event of customs delays or holds beyond our control. If you have received a damaged, faulty or incorrect item, please contact our customer service team through ‘My Account’ who will resolve this for you on a case-by-case basis.
Please note that we do not offer exchanges. You will need to place a new order and return the original item for a refund. This policy is offered in addition to your legal rights.
To arrange a return, please log into your account and start a return, or talk to our team for further assistance!
As soon as we receive your order we’ll review the reason for return and let you know what we plan to do next.
You should receive an email to notify you of any action taken.
Your refund should be returned to your account within 5 business days and we’ll send you an email to let you know it’s on its way.
If you don’t receive your refund and it’s been 10 working days since you received our email, then you’ll need to contact our Customer Service team via the 'Still need help?' section (below).
We want you to have peace of mind when deciding to purchase with us, so we have extended our returns policy to cover the festive period at the end of the year. All we ask is that the item(s) are pristine. Meaning they are unopened, in their original packaging and any retail seals are unbroken. Please note that we do not refund shipping costs for the return of an unwanted item or order.
To arrange your return please contact our Customer Service team via the 'Still need help?' section (below).
We offer shipping to all domestic states, as well as most countries and territories globally. We are currently unable to ship to P.O. boxes. If you live in a country or terrority where we do not appear to offer shipping at checkout, please contact our Customer Service team via the 'Still need help?' section (below). We apologize for any inconvenience.
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Frequently Asked Questions
Our products are easily integrated into an existing regimen. Symbiome helps reduce the total number of synthetic ingredients applied to the skin, thereby reducing chances of irritation or cross-reactivity. To maximize absorption and results, apply your skincare products from thin to thick, or from water-based to oil-based products.
At Symbiome we understand that to be truly sustainable, we must consume less. Through a deeper understanding of what our skin has lost, we are able to intentionally base our decisions on science and avoid unnecessary products. Using supercharged ingredients that are rich in vitamins, nutrients and other natural compounds, means that little needs to be added or manufactured in a lab. We source our ingredients from an organic farm that adheres to sustainable farming practices. By using fewer ingredients from fewer sources, we inherently place less pressure on our supply chain processing needs and shipping.
Our goal is to have the smallest carbon footprint possible. We use packaging that is recyclable and made from recycled materials. We are exploring innovative materials that reuse other waste products to create alternative packaging options and are committed to consciously evolving.
When introducing products: Think about cross-reactivity. Be mindful about why you're putting a product on your skin and ask, "What are each of these ingredients actually doing? What is the intended effect? Is it safe, and is it working?" Leverage your own dermatologist to find out what ingredients are safe and functional for products with extensive labels.
Otherwise, the majority of our oils are derived from trees or shrubs (plants, in general) which are fermented and cold pressed. For example, Sanoma oil is a fermented oil derived from a shrub native to the Amazon — it's not an essential oil. There isn't much information about the oil because it hasn't been used in commercial skin care thus far, but it has been used for thousands of years by people native to the region.
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