Frequently Asked Questions
Contact email@example.com for assistance.
The goop Newsletter
Why am I not receiving my goop issue?
Please check your spam or junk folder. If it’s not there it might be blocked. To unblock, please find a previous issue’s email, unsubscribe from the footer and then resubscribe. To ensure delivery, please add firstname.lastname@example.org to your contacts. In case the issue lands in your spam folder or junk folder, you will need to find it and mark that it is “not spam.” If you are a Gmail user, check your “Promotions” tab. Gmail has updated its inbox layout and your goop email may be landing there.
How do I change my email address for receiving goop issues?
At the bottom of every issue you have the option to “Manage Preferences.” Please use this option if you want future goop issues delivered to a different email address.
How do I unsubscribe from goop’s weekly issue?
You can unsubscribe here, or by using the link at the bottom of every issue.
Shipping & Returns
Which countries do you ship to?
We ship to US delivery addresses within the contiguous 48 states.
We also ship to Alaska, Hawaii, US Territories, and APO/FPO addresses when they have a US zip code. However, additional shipping charges may apply, and delivery may take longer. For the moment, we’ve decided to pull back on shipping internationally, as we haven’t been able to guarantee a great customer service. We are actively working on a better solution, and should be able to return to shipping internationally soon. Thank you so much for your patience.
How do you determine shipping cost?
For a limited time, we are offering free standard shipping (2-6 days) on all orders over $50 within the US. Standard shipping costs $5.95 for orders under $50. We also offer 2-day shipping for $15. Please note that all orders are shipped from our warehouse in Brooklyn, New York, and require at least 2 days of internal processing before shipping out.. See shipping and returns page for more details.
What is your return and exchange policy?
You can find our return policy here.
We do not offer exchanges, as there is a chance that items sell out before we receive and process your exchange. We recommend that you return your original item, and purchase your new item on a separate order.
I received a damaged product, how should I proceed?
If there is an issue with an item, please let our Customer Service team know by sending a note to email@example.com as soon as possible. We will resolve any problems as quickly as we can—please include as many details as possible.
Do I pay for returns?
We now offer pre-paid return labels. Please go to returns.goop.com to start the process of returning your item. Please note that if you use the pre-paid label, you will be charged a $10 restocking fee.
If you decide to pay for your own return back to our warehouse, please find the instructions, plus our full return policy here.
How do I return an item?
You can find our return process here.
I’ve lost my return form. Can I print another?
Yes, you can download a new goop return form.
How can I tell when you have received my return?
A confirmation email will be sent to you as soon as your return has been processed.
Can I return merchandise I purchased at your pop-up shop?
All pop-up shop sales are final sale—we’re not able to accept returns on any of these purchases.
My return has been incorrectly refunded, how should I proceed?
We’re sorry if we’ve made a mistake processing your return. If you were expecting a refund and were not refunded the full amount, it may be because we do not refund delivery, shipping, and handling costs. Please contact firstname.lastname@example.org with any questions or concerns.
Orders & My Account
I saw something I love but now it’s gone! Will you be restocking and is there any way I can still buy it?
If you go to the product page, enter your email below “Add to waitlist to be notified when it is back in stock,” and click on “Add to waitlist,” we will send you an email once the item is back in stock.
What forms of payment do you accept?
We accept PayPal and all major debit/credit cards (with the exception of Laser from Ireland, Diners Club/JCB).
I emailed Customer Service but haven’t heard back yet. Why?
Goop is based in the USA and our hours are Monday-Friday 9am to 6pm EST. We aim to respond to all inquiries within 48 hours, so hold tight—we’ll get back to you.
Do I need an account to buy from goop?
You do not need an account to buy from goop, however it’s free to set one up and makes the check-out process faster. When you sign up you are able to:
- Check out faster when making a purchase
- Check the status of your current orders
- View past orders
- Make changes to your account information
- Change your password
- Save multiple shipping addresses
If you check out as a guest, all order confirmations and updates will be sent via email, and you will not be able to keep track of this information through the site.
When will my account be billed?
Your account is billed upon the first shipment of your order. This includes items shipped immediately, personalized items, and pre-order items.
Why am I paying sales tax now when I haven’t on previous purchases?
As an e-commerce company based in the USA, we are required to charge sales tax which may change over time.
Can I track my order?
If you checked out as a guest, you will receive a shipping confirmation email with a tracking number. If you have an account with goop, you can track your order in the “Account” section.
Can I amend or cancel my order?
Any amendments or cancellations to orders must be made within 24 hours of placing the order. Please email email@example.com.
Will I have to sign for my order?
Any orders of $500 or more will require a signature upon delivery.
goop by Juice Beauty Skincare
What is the shelf life of the product?
How long do the products last?
This depends on how much product you use, and with what frequency—most products will last 2-3 months if used consistently according to instructions for use.
Is goop by Juice Beauty for all skin types?
These products were formulated for all skin types. They are gentle enough for sensitive skin, but active enough to combat the signs of aging. The Exfoliating Instant Facial is quite active, as it contains six acids; for people with sensitive skin, we do recommend testing this product on a small patch of skin, and then leaving it on for a shorter time (i.e. 30 seconds-1 minute), until your skin gets used to it.
What scent is in the line?
The scent in the products is an essential oil blend of bergamot, lavender and lemon. This blend is always added in small amounts so as not to be overwhelming. The Perfecting Eye Cream does not have a scent, and the Enriching Face Oil gets its slightly different aroma from the 11-oil blend in the product.
Why is there no SPF in the line?
We do understand the need for an SPF product and we are working on it. In the meantime, we hope you will try one of the clean sunscreens we carry in the goop Clean Beauty Shop; in particular, our partners at Juice Beauty have several SPF products available on goop.com, including the Green Apple Brightening Moisturizer with SPF 15 and the Stem Cellular CC Tinted Cream with SPF 30.
Ingredients & Safety:
What does it mean that the products are organic?
These products were formulated in accordance with the California Organic Products Act, which requires that a product that is labeled “organic” must be at least 70% organic in formulation content, excluding water and salt. The goop by Juice Beauty products are formulated with USDA-certified organic ingredients and range from 73% to 99% organic.
By formulating with organic ingredients, we can be sure that pesticides are minimized.
What are the exact ingredients in goop by Juice Beauty skincare?
A complete ingredient listing can be found on the product detail page for each product: Luminous Melting Cleanser, Exfoliating Instant Facial, Enriching Face Oil, Revitalizing Day Moisturizer, Replenishing Night Cream, Perfecting Eye Cream.
Are the products gluten-free?
Yes, these products are formulated without gluten.
Is the line vegan?
Yes, these products are formulated without animal-derived ingredients.
Is the line safe for use during pregnancy and breastfeeding?
The Replenishing Night Cream contains Retinyl Palmitate, and the Exfoliating Instant Facial contains Salicylic Acid. To err on the side of caution, we recommend that you do not use these products during pregnancy. The other four products are safe for use during pregnancy and breastfeeding.
I have heard that essential oils are allergenic or not safe for pregnancy. Are the essential oils in the products safe?
The European Union requires that certain allergens naturally found in essential oils be identified in ingredient listings. Our products do not contain any of the essential oils that contain these allergens. In general, all essential oils used in our products are in low concentrations, and all products passed third party laboratory safety testing for contact irritation.
What are the percentages of acids in the Exfoliating Instant Facial?
The total combined AHA acid percentage is less than 10%. The Salicylic Acid percentage is less than 1%.
Do these products contain preservatives? What are the preservatives used in the products?
Yes, we want to ensure that goop by Juice Beauty products arrive fresh and stay fresh in a non-refrigerated capacity on your vanity. The Enriching Face Oil and the Luminous Melting Cleanser, because they are oil-based products, do not contain preservatives.
The preservatives used in the other goop by Juice Beauty products are sodium benzoate, gluconolactone, ethylhexylglycerin, and Leuconostoc/Radish Root Ferment Filtrate. Food-grade preservatives like sodium benzoate are approved for use in food products. Other preservatives used are plant-derived.
Have the products been tested for safety?
Yes, all products were tested in a third-party laboratory for safety and sensitivity testing. The products are applied in a patch onto the skin of an adult human volunteer multiple times over the course of several weeks to confirm that no irritation occurs. The Perfecting Eye Cream and Luminous Melting Cleanser have also been tested in a third-party ocular irritation test to ensure that the product will not irritate the eyes.
Are the products cruelty-free?
Yes, none of the formulas, and none of the raw materials are tested on animals. Juice Beauty, our partner in development and production of these products, conducts no animal testing and is Leaping Bunny Certified; in addition they have received a major award from PETA (Courage in Commerce).
Are the beads in the Exfoliating Instant Facial sustainable?
Yes. These beads are biodegradable cellulose, derived from wood pulp. They do not pollute the waterways and are safe for the environment and for animals.
Is the packaging recyclable?
The outer cartons are made from SFI (Sustainable Forestry Initiative) certified recyclable paper. This certifies that the paper products come from properly managed, sustainable sources.
The jars and bottles contain the following materials, and are recyclable in accordance with your local recycling service. All of our components are BPA-free and phthalate-free. Every local ordinance varies regarding plastics and aluminum recycling.
Why can’t international customers purchase this product?
For the time being, the product is available only in the US. We are working on international certification and hope to be available internationally soon.
Where can I purchase the product at retail?
15044 N. Scottsdale Rd.
7912 Girard Ave.
La Jolla, CA
- Cos Bar
1253 Coast Village Rd.
- Selects Apothecary
8908 Melrose Ave.
West Hollywood, CA
225 26th St.
Santa Monica, CA
- Veer & Wander
6 Brady St.
San Francisco, CA
Bal Harbour Shops
9700 Collins Ave.
Bal Harbour, FL
900 N. Michigan Ave.
- Madison Hall
71 E. Madison St.
250 Vesey St.
New York, NY
- Shen Beauty
315 Court St.
2908 12th Ave. S.
- White’s Mercantile
345 Main St.
TXForty Five Ten
4510 McKinney Ave.