Q&A

Shopping

  1. Where can I purchase Soo’AE products?

Please visit our store locator page at the following link:  STORE LOCATOR

 

  1. What forms of payment do you accept?

We accept payment with credit/debit cards (VISA, MASTERCARD, JCB, AMEX, Etc…) as well as Paypal.

 

  1. Where do you ship in the United States and its extended territories?

We happily ship to all 50 states in the United States.  Unfortunately, we do not currently ship to Puerto Rico and the U.S. Virgin Islands.

 

  1. Can you ship internationally?

Please visit SooAE.ca to purchase and ship to Canadian residences.  For all other international countries, outside of the United States and Canada, shipping policy is on a country by country basis in which the cost of shipping is the responsibility of the buyer.

 

  1. Where is my order confirmation?

Your order confirmation is sent automatically to the e-mail address provided on your order.  If you have not received your order confirmation within 24 hours of placing your order, please check your SPAM folder first.  If you still cannot find your order the confirmation, kindly contact us at CS@DKCos.com

 

  1. What do I do when I receive an order process error notification?

Our e-commerce team recommends you check your Paypal account first – most order process errors occur because Paypal cannot sync properly with your bank account or there are not enough funds in your Paypal balance.  If there appears to be no problem with your Paypal account, please get in touch with us at CS@DKCos.com and we will be happy to help you!

 

  1. How do I get a promotion code?

Discounts are applied during limited-time promotions.  For your chance at a promotion or to be updated on upcoming promotions and announcements, follow us on social media and sign up for our newsletter.

 

  1. I have a return or shipping question

For all shipping enquiries, please visit our Shipping/Returns Policy page: SHIPPING/RETURNS

 

Products

  1. How often should I use masks?

2-3 times per week is generally recommended but there is no requirement or limitation, as mask usage depends on the user’s skin condition and type.  You can mask daily!

 

  1. Where can I find a free sample?

We offer free monthly samples and special gifts to our social media followers.  Join the mask revolution on Instagram at @SooAE.Official and Twitter @SooaeBeauty and sign up for our newsletter today!

 

  1. Do we test on animals?

Our products are never tested on animals.  We are proudly cruelty-free and believe in using safe, effective, and ethical testing practices to ensure the safety of our products and the wellbeing of our consumers.

 

  1. Why is there a difference in color and scent in my masks?

Due to the nature of natural ingredients, color and scent may differ from batch to batch.

For your consideration,

 

  1. Are your products Vegan or Gluten Free?

While many of our products are Vegan or Gluten-Free, Soo’AE entire current line is not.  Some of our products contain animal derived ingredients such as honey and donkey milk.  If you have any questions on animal derived ingredients, please contact cs@dkcos.com with the relevant product name and we would be happy to provide more information.  In the meanwhile, we are always working to create new products that can better serve those with different lifestyles and needs.  Connect with us on Instagram @ SooAE.Official and sign up for our newsletter to be updated on new and developing products!

 

  1. Are your products organic?

While some products feature key ingredients found in nature, not all ingredients are certified as all natural or organic.  We are constantly working to improve our products – this includes the ingredients we use.  Follow us on social media (Instagram, Twitter, Facebook) and sign up for our newsletter to be updated on all Soo’AE news and developments!

 

  1. Can I use your products if I am pregnant or breastfeeding?

We do not use hazardous ingredients for any of our products, however please check our warning labels for which products are not recommended for those who are pregnant and breastfeeding.  It is always best to consult with your healthcare professional or dermatologist before beginning a new skin regime.

 

  1. Can I use your products if I have sensitive skin or allergies?

While our products are gentle and naturally derived, we highly recommend testing your skin sensitivity by applying a small amount of the product to the lower inner forearm and waiting per the instructed time.  If you receive an adverse reaction, we recommend discontinuing use immediately.  We also advise users to check the ingredients list available on all Soo’AE product packaging to avoid any allergic reaction.

 

  1. I had an allergic/adverse reaction to a product – what do I do?

Although we use natural ingredients with no harmful chemicals, we advise discontinuing use of the product immediately if experiencing an adverse reaction.  Remove the product quickly and thoroughly – completely cleansing the affected area and applying Aloe Vera or a cold compress if needed.  Should the reaction persist or if you feel necessary, contact your medical professional or dermatologist who may better advise regarding your specific symptoms and needs.  Please contact us at cs@dkcos.com to inform us of the product used and the reaction that occurred.