FAQs

Ordering

Orders
Payment Methods
Credit Cards
We currently accept Visa, Master Card, American Express, Discover, JCB, Diners Club, Shop Pay, Apple Pay and Google Pay.

PayPal
PayPal allows payment through credit cards, bank accounts, buyer credit, or PayPal account balances. For more information on PayPal, please visit PayPal’s website.

Klarna
Shop now. Pay in 4 interest-free installments. Select Klarna at checkout. Klarna is an alternative payment method that allows you to spread the cost of your purchase into 4 interest-free installments. First installment is charged at the time of purchase and rest of the installments will be charged from your card every two weeks. Please read Klarna’s terms for full details. Visit Klarna’s website for more information. If you have any inquiry on Klarna, please contact Klarna’s customer service.

Sales Tax
Domestic sales tax will be applied to orders based on order destination and in compliance with federal, state and local laws.

Maximum Purchase Policy
Regretfully, we must limit orders to no more than six (6) units of any one item. If you have any questions regarding this policy, please contact us through our contact form and we will be happy to assist you.

Shipping

Rates
We offer free standard shipping on all orders $50 and over, excluding taxes, and after promotional discounts are applied.

Orders Shipping Method Processing Time Expected Arrival Shipping Rate
Under $50 FEDEX GROUND 1-3 business days 2-10 business days* FREE
Over $50 FEDEX GROUND 1-3 business days 2-10 business days* $6
All orders FEDEX 2Day 0-1 business day** 1-3 business days* $25

*Hawaii, Alaska – Orders shipping to addresses in Hawaii and Alaska may take up to three weeks to be received.
**FEDEX 2Day orders placed before 10am EST on a business day will be shipped out on the same business day. Otherwise, the order will be shipped out on the next business day.

After your order is placed, you will receive an email confirming your order. If you do not receive this within 24 hours, please contact us through our contact form. After the order has shipped, you will receive a second email confirming the shipment and providing a tracking number to track your shipment. All albiongarden.com orders are shipped on business days (Monday - Friday, excluding major holidays).

APO/FPO/DPO Military Addresses, P.O Box, Puerto Rico and other U.S. territories
We currently do not ship to APO/FPO/DPO Military Addresses, or P.O. Boxes. Shipping is available to Puerto Rico and other U.S. territories.

International Shipping
We currently do not ship to addresses outside of the United States.

Multiple Packages
The packing slip included in your shipment should state the total number of cartons being shipped to you. You should also be able to check how many boxes were shipped to you using the FedEx tracking number provided. Please carefully monitor the number and status of boxes in your shipment prior to filing a missing items claim.

Returns & Exchanges

Returns / Cancelations / Exchanges
Return Policy
Your satisfaction with your purchase is of the utmost important to us. If you are dissatisfied with your purchase, please process your return request here within 30 days of your purchase (the purchased product must be at least 50% full). You will need your order number and the email address associated with your purchase to process a return.

Once your return is received at our facility, we will inspect your returned item(s). Please allow 1-5 business days from arrival for the inspection to take place. Once the return is approved, we will initiate a return of the purchase price for all approved items to your original payment method. The amount of time it will take to receive the credit is dependent on your card issuer's policies. Please note that shipping costs paid on the original order are not refundable in most instances (see below for more details). Additionally, we are not liable for returned items that are lost in transit and will not be able to provide a refund for items that are lost in transit to our facilities.

We monitor return activity for abuse and, although rare, we reserve the right to limit returns as we see fit on all transactions.

Please note: We can only accept, and process returns on items purchased on albiongarden.com.

Missing Package
Although infrequent, some packages may be marked as delivered when they have yet to arrive. Please allow 24 hours to pass and be sure to check in any hidden spaces on your property as well as with your neighbors, doorman, or any other relevant parties prior to getting in contact with us. If your package has not arrived after 24 hours, please contact us through our contact form. We will open a trace inquiry with FEDEX immediately. This process takes approximately 2-3 days.

Missing Item / Wrong Item Received / Damaged Item
We sincerely apologize for the inconvenience. Please email support@albiongarden.com so that we may assist you. Please include the email address associated with order, the order number, and detail of what’s wrong with the order in your email.

If you received an item that you did not order, please attach a photograph of the incorrect item to your email.

If you received an item that is damaged, please attach a photograph of the damaged item(s) in the original shipping box to your email.

Cancel / Change Order
After you have clicked “Place Order,” the order begins to process, and changes to your order cannot be made online. To change or cancel your order prior to shipment, please reach out to us through our contact form. Please note that most orders will process quickly and may enter the shipping process within minutes. If an order has entered the shipping process, we are unable to cancel or modify the order. If you’d like to return your order after receipt, please see our Return Policy.

Exchanges
We currently do not offer exchanges. Please reference our Return Policy to initiate a return and place a new order.

For any general inquiries, please see FAQ or contact us through our contact form.

Q & A

Brands / Products

Where can I ask questions about your products and how to use them?
For product-related inquiries, visit the Contact section of our website.

Should I use ALBION skincare products from the same series?
It is not necessary to use ALBION products from the same line. Products from different lines can be intermingled depending on your current needs and preference. However, products from the same line are designed to work together to deliver the best results. They are well-balanced in terms of ingredients, scent, and texture.

Why are ALBION's balancing milks used immediately after cleansing?
ALBION's balancing milks work best when used after cleansing as they replenish the skin, enhancing absorption of the products that follow. After cleansing, skin is as its most delicate state, as natural moisturizers are washed off along with impurities. Designed to mirror the structure of skin’s natural moisturizing components, balancing milks' unique blend of carefully selected oils, moisturizing agents and emulsification technology quickly absorbs into skin and helps restore skin’s natural moisture balance to an optimal state.

Some ALBION products have plastic wrapped around the carton and some products do not…did I receive used product?
Rest assured, we receive goods directly from our factories in Japan and all products are brand new! We appreciate your patience as we complete our transition into plastic wrapping all ALBION products. Please note, this transition is only for the ALBION skincare brand. All other brands' products will remain unwrapped.

Do you test your products on animals?
We develop our cosmetics with the policy of not conducting animal testing while giving top priority to safety. We ensure the safety of our cosmetics through alternative testing methods, and will continue to develop cosmetics with the policy of not conducting animal testing, including outsourcing, unless required by the law or a situation arises in which it is absolutely necessary.

Is your packaging recyclable?
We are making continuous efforts to reduce waste and our impact on the environment by using containers that are a low impact on the environment after disposal, reducing the weight of containers, actively adopting biomass plastics and recycled materials, and promoting the use of ethical paper such as non-wood paper, recycled paper, and FSC certified paper for outer packaging.

Are your products all-natural/organic?
We use ingredients that have been carefully selected and that complement the characteristics and purposes of each product, and although some of our products contain organic and naturally derived extracts, overall, our products are not certified organic cosmetics.

Are your products non-comedogenic?
Our products are not tested to be non-comedogenic. 

Are your products safe to use during pregnant/nursing?
Our products use ingredients that have been carefully selected not only to complement the characteristics of the product, but for safety. There are no products that need to be avoided while pregnant or breastfeeding, though you may become sensitive to odors and/or your skin may become unbalanced during pregnancy or breastfeeding. If you feel any discomfort from a product, please refrain from use and consult a medical professional.

Are your products vegan?
Our products are not certified vegan. We take your safety seriously and use carefully selected ingredients to fit the purpose and characteristic of each product and so that you can safely enjoy our products. This means sometimes selecting ingredients that are not vegan.

Are your products gluten-free?
Our products are not certified gluten-free. We take your safety seriously and use carefully selected ingredients to fit the purpose and characteristic of each product and so that you can safely enjoy our products. This means sometimes selecting ingredients that are not gluten-free. If you have a gluten intolerance or allergy, please consult with your physician on whether our products are suitable for your sensitivities.

 

Distribution

Where can I purchase ALBION products?
The only official ALBION skincare retailers in the U.S. are www.albiongarden.com and Image Beauty, located at 500 N. Atlantic Blvd. #118, Monterey Park, CA, USA, 91754.

 

Order

Can I cancel / change my order after placing it?
To change or cancel your order prior to shipment, please reach out to us through our contact form. Please note that most orders will process quickly and may enter the shipping process within minutes. If an order has entered the shipping process, we are unable to cancel or modify the order. For more details, please read through our "Returns / Cancelations / Exchanges" section.

What happens if my payment is declined?
First, double-check to make sure all shipping and billing information is accurate. If you’re still experiencing issues processing your payment, please contact us through our contact form.

How can I return an item?
Please review our Return Policy.

Can I exchange products?
We currently do not offer exchanges. Please review our Return Policy to initiate a return and place a new order.

What do I do if I haven't received my order, or if my order has an incorrect, damaged, or missing item?
Please read through our "Returns / Cancelation / Exchanges" section to initiate contact with us at the appropriate place.

 

Order/Payment

Which payment methods are accepted?
We currently accept Visa, Master Card, American Express, Discover, JCB, Diners Club, Shop Pay, Apple Pay, Google Pay, PayPal and Klarna.

What is Klarna?
Klarna is an alternative payment method that allows you to spread the cost of your purchase into 4 interest-free installments. First installment is charged at the time of purchase and rest of the installments will be charged from your card every two weeks. Please read Klarna’s terms for full details.

 

Order/Shipping

What are your shipping rates?
We offer free standard shipping on all orders $50 and over, excluding taxes, and after promotional discounts are applied. For orders under $50, there is a $6 flat rate (via FedEx Ground Shipping).

When will I receive my order?
After the order has shipped, you will receive an email confirming the shipment and providing a tracking number. Please note that all albiongarden.com orders are shipped on business days (Monday - Friday, excluding major holidays).

Do you ship internationally or to U.S. territories?
Shipping is available to Puerto Rico and other U.S. territories. Unfortunately, we currently do not ship internationally.

Do you ship to APO/military and P.O. Box addresses?
We currently do not ship to APO/FPO/DPO Military Addresses, or P.O. Boxes. 

My order was undeliverable and has been shipped back. What do I do?
Please contact us through our contact form with your order number for assistance.