Good Molecules幫助

Customer Service

Our Customer Service Teams in San Francisco and Philadelphia are ready to assist you. Feel free to contact us about order questions, issues, or anything else!

Beauty Advice

Good Molecules’s team of makeup artists and beauty experts are here to help. If you need assistance in anything from color matching to your perfect skin care regimen, we are here to assist.

Shopping Bag

Please note that placing an available item in your shopping cart does not reserve that item. Available inventory is only assigned to your order after you place your order and receive an e-mail confirmation that we've received your order.

Items removed from your shopping bag

An item might be removed from your shopping bag for one of the following reasons:

1. The item is out of stock on Good Molecules.

2. The item is no longer available on Good Molecules.

3. The item is a promotional product which is no longer available on Good Molecules.

Place an order

Process of placing an order

You can place an order by following these steps:

1. Go to the product page and click "ADD TO BAG."

2. You can review the items in your shopping bag by clicking “Your Bag” on top right of the site. Once you are ready to place an order, click “View Bag.”

3. Click “Check out” to proceed with your order. You can also remove or change the quantity of items.

Remove items

Go to Your Bag page and click the "Remove" link under the quantity column. Your shopping bag will automatically recalculate your total.

Change the quantity of items

Change the number in the box under the quantity column. Your shopping bag will automatically recalculate, indicating both the unit price and the total price of the quantity added.

1. If you have not logged in, you will be directed to log in or create an account. Please enter your email address and click “Confirm to Checkout.”

2. Select or enter your shipping address and preferred payment method.

3. Shipping address Enter your shipping address. Please type all information in English.

4. Shipping service Select your shipping service.

5. Gift note If this is a gift for someone special, you can include a handwritten gift note! You can select the check box and leave a message in the box (English only).

6. Payment methods You can choose to pay by credit card, PayPal or Alipay.

7. Click "Place order." Your order has been successfully placed when you see the final order confirmation page.

8. After you have successfully placed your order, you will receive a confirmation email with your order details. This email is your receipt and can be printed for your records.

The order confirmation email includes:

• Your order number (the same number that appears on the order confirmation page).
• Details of the products and corresponding prices.
• Order summary including applicable credits and discounts.
• Your shipping and billing information.
• Estimated order delivery timeframe.

Gift wrapping service

Unfortunately, we do not offer a gift wrapping service. However, our Fulfillment Teams in San Francisco, Philadelphia, and Hong Kong thoughtfully wrap and securely pack your products to ensure they arrive quickly and safely. You can also include a handwritten message with the package too!

Your order

Order status

We have the following order status for your order.

• Pending: Confirming your order.

• Confirmed: Your order is being printed and/or assembled.

• Shipped: Your order has shipped.

• Cancelled: Your order has been cancelled.

Find your order number

You can find your order number by logging into your account and navigating to order history or you can also find it on your order confirmation email.

Modify your order

Unfortunately we cannot modify orders once they have been placed. You need to cancel your order and place a new order. Please note that you can cancel an order while its status is pending, confirmed or processing. Once your order shows as shipped we cannot cancel your order. If your order has shipped, please contact us at support@goodmolecules.com for assistance.

Cancel your order

To cancel an order, click "Cancel Order" on the Order History page.

You can cancel an order while it is pending, confirmed or processing. Once your order shows as shipped, we cannot cancel or modify your order. If your order has shipped, Please contact us at support@goodmolecules.com for assistance.

Coupons & Promo Codes

At this time, we don’t offer coupons or promo codes. You may see third-party websites referencing “Good Molecules Coupon,” “Good Molecules Coupon Code,” or “Good Molecules Discount Code,” but these aren’t valid. We also don’t participate in any cashback programs. For more information please see here.

Shipping Information - 配送到香港

我們為金額滿 HK$300 以上的所有訂單提供免費送貨至 香港。對於所有其他訂單，我們將統一收取運費 HK$75 。

合作物流公司SF Express (1-4工作日 從訂單發貨日期算起)

Shipping Information

配送到香港的訂單投遞時可能需要簽名。 我們不支持派送到P.O.信箱

Check Out

As you check out, you’ll see the total price, including applicable duties, taxes, shipping and handling fees before you place your order.

Your credit card will be charged according to the total displayed during checkout.

Customs Duties and Sales Taxes

Duties and taxes (when applicable) are calculated after you enter your shipping information at checkout. Please review your order total before placing your order.

Good Molecules collects these fees when you place your order and pays the fees directly to customs on your behalf so no payment is required upon delivery.

Should you ever receive a demand for payment of such duties or taxes from either our shipper or from any customs authorities, please contact us immediately, as such payment should not be required.

Shipping Restrictions

Good Molecules上大部分商品品都可配送到香港。 但是，某些商品不符合條件。包括氣溶膠和酒精類產品（髮膠，指甲油，指甲油去除劑，刷清潔劑，香水等），出口限制商品和具有許可限制的商品。

Shipping Address

To ensure timely delivery of your order, please be sure to provide an accurate shipping address. Please spell out the destination city and avoid abbreviations, misspellings, and typos, as these can cause delays in delivery.

Changing Your Shipping Address After Placing an Order

If you realize you have made an error with your shipping address after placing your order, please contact us immediately by email (support@goodmolecules.com), phone (1-213-444-4663), or live chat. We will do our best to help you adjust your address before your order is shipped.

Shipping to Multiple Addresses

Unfortunately, we do not currently support shipping to multiple addresses within a single order. If you need to ship items to multiple locations, please place separate orders for each address. Please note that shipping fees and taxes (if applicable) will apply to each separate order.

Combining orders

We cannot guarantee that multiple orders can be combined into a single shipment. If you wish to group your items together, you can cancel your existing orders and place a new order for all the items you want to purchase.

Delivery status

When you place an order you will get a confirmation email once the order is confirmed. Once the order has been handed over to our shipping courier, you will get a shipped email, which includes the shipping carrier, tracking number, and a link to track the order status.

You can also find tracking number by logging in to your account and navigating to "Your Account" > “Order History”.

Order not delivered

If you haven't received your order yet, please follow these steps:

• Check the delivery status of your order on the courier's tracking website.
• If the status is showing as "delivered", but you haven't received your order, or if you encounter any other problems, please contact us immediately.

We will investigate the issue and work with the courier to resolve any delivery problems as quickly as possible.

Credit Cards

We currently accept credit cards from Visa, MasterCard, American Express, Discover, Diners Club, and JCB.

For order placed with payment in full (non-Flexible Payments): You will not have access to the funds (order total amount) in your account immediately after the order is placed.

For orders placed with the Flexible Payments option: For the first scheduled payment amount, you will not have access to those funds in your payment account immediately after the order is placed.

Enter your billing address exactly as it appears on your credit card statement. Contact your bank or credit card company if you need the billing address associated with your account.

For your security, we require you to enter your 3- or 4-digit card security code (CVV).

Most Cards:

Three digits are printed directly to the right of the signature strip on the back of the card.

American Express

Four digits are printed on either the right or left side above the 16-digit number on the front of the card.

Debit Cards

Debit cards are processed similarly to credit cards in that you will not have access to the funds in your account immediately after the order is placed.

If you cancel or return your order, it may take 3-5 business days for the funds to be returned to your card once we process a refund. We can only issue a refund to the exact same card the order was placed with.

Prepaid Cards

Prepaid cards are processed similarly to credit cards in that funds are deducted from your card immediately after the order is placed.

If you cancel or return your order, it may take 3-5 business days for the funds to be returned to your card once we process a refund. We can only issue a refund to the exact same card the order was placed with.

PayPal

We accept payment via PayPal. Choose "Pay with PayPal," at checkout and follow the prompts to log into your PayPal account.

If you have multiple payment methods added to your PayPal account the default payment method will be used to process your transaction.

Apple Pay

We accept Apple Pay when you check out using our iOS App.

Apply Pay is also available through the Launch Club iOS App and the website (if you are using Safari on iOS or Mac).

Store Credit

Store credit can be viewed in the Store Credit section of Your Account. If you have store credit, it will be automatically applied to the total of your next order (including any applicable shipping fees, taxes, and/or duties). Any remaining balance can be paid with the payment method of your choice. Store credit is not redeemable or exchangeable for cash. If your order is returned or canceled, any store credit used to pay for it will be returned to your account.

Store credit earned during the Gift Card Event expires one year after it is issued. Store credit from Good Molecules gift cards does not expire.

Fraud Protection

All payment forms are subject to verification and review. We reserve the right to refuse to process any transaction, sale, or shipment of orders due to suspected fraud or unauthorized or illegal activity.

Returns

If you are less than completely satisfied with your purchase, you may return your order within 60 days (from the delivery date) for a refund. We regret that we are unable to cover return shipping costs or refund the original shipping and duties charges unless the return was due to our error.

Products must be returned in new or gently used condition. If your product arrived either damaged or defective, please contact us right away.

Sets/bundles are sold as-is and products cannot be substituted, customized, and/or returned individually.

Products marked as final sale are not eligible for return.

If you would like to return an order:

1. Contact us to receive return instructions and address.

2. Ship us the returned item(s) with the original packaging, including any associated free products or gifts along with the returned order. Please allow 1 to 2 weeks for receipt of the return at our office.

3. Once we have received your package, your refund will be issued in the original payment method within 5 to 7 business days. Any store credit used will populate back to your account immediately. Unfortunately, we are unable to refund any applicable duties and taxes from international orders.

Refunds are made to the original form of payment (e.g., credit card, PayPal or store credit). If your purchase was paid with both store credit and another payment method, the store credit portion of your refund will always be issued first. Once the maximum originally spent with store credit is reached, the remainder of the refund will be credited back to your original payment method.

For example:

• Your order total was $100.

• Payment was made with $20 store credit and $80 via credit card.

• The total refund amount to be applied is $50.

• The refund will be applied as $20 back to store credit and $30 to credit card.

Refunds for Flexible Payments orders will credit toward any outstanding payment due to us. Once all outstanding payments have been credited, any remainder will be credited back to your original payment method.

Exchanges

We are unable to offer exchanges, but we are glad to assist you in returning your order and completing a new order for the new item(s) you want.

If you would like to exchange your item(s):

1. Contact us to receive return instructions and address.

2. Ship us the returned item(s) with the original packaging, including any associated free products or gifts along with the returned order.

3. Once we have received your package, we will process a store credit to your profile which will appear on your account immediately.

Item Missing

We strive to ensure your order arrives perfectly, but if you experience any issue, please reach out to us by email (support@goodmolecules.com), phone (1-213-444-4663) or chat.

Damaged items, Wrong items

We strive to ensure your order arrives perfectly, but if you experience any issue, please reach out to us by email (support@goodmolecules.com), phone (1-213-444-4663) or chat.

Forgotten Password

If you’ve forgotten your password, you can reset your password at the Forgot Password Page. Just enter the email address you used to sign up for Good Molecules and we'll send you an email containing instructions to reset your password.

Remove account

To remove your account, please go to "Your Account" > “Delete Account” under General Settings.