FAQ
Curiosity is rewarded. We try to answer everything here so you’re not left in the dark. If you don’t find your answer here, shoot us an email.
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General
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Promotions+-
Welcome Promo: Sign up for text updates and get $10 off your next order over $50. May not be combinable with other promotions. Subject to change without notice. Limitations apply.
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How do you pronounce Saie? What does it mean?+-
It's Saie, as in "Say hello!" The name comes from a conversation our founder Laney had with her community's followers on Insta Stories one night. She had noticed there wasn't any clean makeup in the group’s collective beauty closet. Tons of skincare, lots of ingestibles, but no makeup. So Laney started asking questions to understand why. The women said that clean beauty was too expensive. They said it didn't perform. And they said it simply wasn't cool. When our team was creating the brand, we kept going back to this conversation. Over and over again, we reminded ourselves to listen to what our community had to SAY — and that sparked the idea. We added a little femininity with an “-ie” at the end...and there you have it! Saie was born. :)
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How does Saie differ from other clean makeup brands?+-
Where do we begin! The TL;DR is: experience, sustainability, performance and price.
First, we started our careers and cut our teeth in the fast-paced world of big beauty and fashion. Because of this, our team has unprecedented access to the best-of-the-best experts, highest quality ingredients, and world-class labs to create our makeup essentials.
Next, we look at everything through the lens of sustainability. As a brand that benefits from the planet, it is our duty to give back. Everything from our packaging to ingredients and suppliers has been meticulously researched and selected for their minimal environmental impact and carbon footprint. But it doesn’t stop there, we are on an ongoing journey to be as Earth-minded as possible, learn more on our efforts, certifications and innovations here or email us with any thoughts or questions at sustainability@saiehello.com.
Lastly, performance and price. We knew that we only wanted to create luxury formulas with the cleanest ingredients that performed at an artistry level but we also knew that we wanted our essentials to be for everyone. So we cut out the middleman and always keep price in mind without sacrificing performance. As a result, we craft award-winning, clinically tested makeup essentials that are $40 or under.
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Contact+-
We love questions. Whether you're stuck on our website, curious about new products and ingredients or just missing an order—we're here to help. Send an email our way HI@SAIEHELLO.COM, text SAIE to 30232 or check out our FAQ with answers to all our favorite questions. Our Customer Service hours are Monday-Friday 9am-5pm EST.
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Where else can I purchase Saie products?+-
You can also find Saie at these retailers:
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Catch Payments
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How do I sign up?+-
- Select Catch at checkout. You’ll be redirected to Catch to log in or create an account.
- To create an account, you’ll need to provide your phone number, name and email and link a debit card or bank account. Catch uses Plaid and Teller to link your bank in seconds—you’ve probably done this before if you have Venmo, Robinhood, or have filed your taxes online.
- If you already have a Catch account, just verify your phone number and pay.
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Is Catch free?+-
Yes! You’ll only earn money, never pay money.
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How does the sign up bonus work?+-
If it’s your first time using Catch, you’ll get an extra $10 in store credit towards your next purchase in addition to what Saie is offering.
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Are there any restrictions on my Catch credits?+-
Your Saie credits can only be redeemed online at saiehello.com and must be used before they expire. To redeem, just pay with Catch again next time you’re shopping with us.
You can’t earn or redeem credits on gift card purchases or subscriptions. Other than that, no restrictions
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How will I redeem my credits?+-
Your credits will automatically be applied when you shop with us again and pay with Catch. You can also manage your credits at any time by logging into your Catch account.
If you’d like to share the love, simply select “share as gift” in your Catch account to gift your credit to a friend so they can use it towards something special at saiehello.com.
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How does Catch make money?+-
Unlike other payment methods who take a cut of every transaction, Catch charges Saie only when it drives value to our business. In other words, we pay Catch a small fee if and when you return and redeem your Catch-earned store credit.
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About Catch+-
Catch was founded in 2020 by some people in San Francisco who wondered why we all use credit cards when there’s a better alternative for everyone (except the credit card companies). Our team hails from companies like Affirm, Google, Apple, and LinkedIn. Some of our biggest fans are Saie (obviously) and the founders of Warby Parker, Allbirds, Harry’s, DoorDash and Casper. And now we hope to add you to that list! [learn more]
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Order
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What if my order was marked as delivered but I did not receive it?+-
Shoot - we're sorry to hear that! Please report this to Saie within 14 days of your shipment notification email (be sure to check your spam folder) and our team is happy to open a claim! Our team can assist with a replacement or store credit if the order was marked as successfully delivered. After the 14 day period, Saie can no longer take responsibility for the order. Thank you for your understanding.
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What if I need to change or cancel my order?+-
Please email hi@saiehello.com with your order number ASAP and we'll get back to you!
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What's the status of my order?+-
You will receive an order confirmation after you place your order. You should receive a tracking number when your order ships; please note, it can take up to 24 hours for the tracking to become active.
With any other questions you can email hi@saiehello.com!
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Can I exchange my order?+-
Please reach out to hi@saiehello.com within 30 days of your purchase to begin your exchange!
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What should I do if my package was lost or misdelivered?+-
Lost or missing packages must be reported to Saie within 14 days of your shipment notification email (be sure to check your spam folder) in order to pursue a replacement or credit. After that period, Saie can no longer take responsibility for the order. Thank you for your understanding!
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What should I do if my items arrived damaged and/or defective?+-
Please send an email to hi@saiehello.com with a photo of the damaged item along with your order number, and our CX team would be happy to help resolve the matter with you. Damages or missing items must be reported within 14 days of your order delivery.
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How do I edit my order?+-
Once an order has been processed, we can no longer make changes. If your shipping address needs changing, please reach out to us at hi@saiehello.com for assistance ASAP!
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What forms of payment of you accept?+-
We accept all major credit cards, PayPal, Apple Pay, Google Pay, and Amazon Pay.
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How can I edit my shipping address?+-
Your shipping address can be viewed at the bottom of your order confirmation email, and can usually be adjusted within 24 hours of placing the order. If your address is incorrect, please send us an email at hi@saiehello.com ASAP so we can assist!
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My order contains a Pre-Order item; when will it ship?+-
If you have placed a Pre-Order, your complete order will ship out in one package when all items are in stock and available to ship. Estimated ship dates for pre-ordered items are located on the individual product pages. You'll also receive an automated email alerting you of your pre-order. If you would like to receive separate shipments, we kindly ask that you make separate transactions since we can only guarantee free shipping on orders $30+. We appreciate your understanding!
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Shipping
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How much does shipping cost in the U.S?+-
For orders $30 and over, we are happy to offer free shipping within the continental US! Orders shipping to Hawaii, Alaska, Guam & Puerto Rico will be charged a small $5 ship-fee.
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How long does it take for my order to arrive?+-
We aim to process all orders within 3 business days of order placement. Shipping can then take 1-2 days on the east coast, 2-4 days in the midwest, and 4-6 days on the west coast. During high volume times (like holidays or launches of new products) orders may take longer to process.
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Do you ship internationally?+-
We’re pleased to share that most Saie products can be purchased internationally through Cult Beauty & Sephora Canada! If you are ordering from saiehello.com to an international forwarding address, we cannot guarantee the order will be delivered and we will not pursue replacement orders.
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Products
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Where are your products made?+-
Made in the US, Canada, and Italy.
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Will your products cause me to breakout?+-
They should not, as we have worked to create textures that contain more lightweight, non-comedogenic oils. (Did you know? A “comedone” is a pore blockage, so non-comedogenic ingredients are those that do not generate pore blockages — they won’t block your pores.)
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How long will my product last?+-
It’s different for every product. Most have a shelf life of 1 to 3 years before opening. Once opened, they will last for 3 to 12 months — look for the “period after opening” or open jar symbol on the packaging.
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Will my product melt/dry/freeze/expire?+-
Our products go through rigorous tests called freeze/thaw series to insure they do not melt. Technically, formulas with a high water content could freeze but it would be rare in typical household temps. Products with volatile ingredients or high water content can evaporate and dry out but it's not likely with the packaging we select.
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What skin types are Saie products suitable for?+-
Please see product pages for specific information on complexion products and what skin types they are best suited for. Our mascara, lip and brow products are great for everyone!
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Does Saie test on animals?+-
No way. We are a cruelty free brand.
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How is Saie sustainable?+-
To learn more about sustainability at Saie, go to Our Practices for more information. We take sustainability and our environment very seriously and we are doing our best to use sustainable materials in everything from our packaging to our ingredients. If you have anything to add to the conversation, please email sustainability@saiehello.com
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Is Saie organic?+-
We are not completely organic but do use many organic ingredients. While some brands might stretch this into calling themselves organic, transparency is of the utmost importance to us. If you look at our ingredient labels, you'll see that we call out our organic ingredients.
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Is Saie vegan?+-
Glowy Super Gel, Dew Blush, Really Great Gloss are all vegan! Outside of sustainably & ethically sourced beeswax, the rest of our ingredients are also vegan, which you can read more about here.
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Are your products gluten-free?+-
We’re happy to report that none of our products' ingredients contain gluten! However they were not made in gluten-free facilities, nor do we have a gluten-free certification.
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What does safer synthetics mean and why does Saie use them?+-
Safer synthetics are raw materials that have been developed or bio-synthesized in a lab. All of the safer synthetics we use are derived from plantsand sustainably made. We use safe synthetics to enhance the performance of our products.
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Can I use Saie if I am pregnant or breastfeeding?+-
Yes. While we did not test our products on pregnant women, all of our products are suitable for most skin types. We recommend consulting with your doctor before introducing any new products or ingredients into your routine while pregnant or breastfeeding. In fact, our founder wore Saie throughout her entire pregnancy! Check out our Ingredients Page for a full list of everything we use in our formulas, and let us know if you have any further questions.
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Do you use preservatives?+-
Of course! We have to use preservatives in order to prevent bacteria from growing, especially in water-based formulas. Examples include: Phenethyl Alcohol and Potassium Sorbate. We do not use Parabens, Methylparaben, or Propylparaben because they are known carcinogens. We also do not use Phenoxyethanol because it is a petrochemical, which isn't good for your body or our planet.
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Do you use essential oils?+-
Yes, but very selectively.
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Where is your Mica from?+-
We understand this can be a red-flag ingredient, however,the mica we use in our formulas is sustainably & ethically sourced through the Ecocert process. It’s 100% free of child labor. Our suppliers unfortunately don't disclose the exact locations of the mines, which is typical for the industry. We always hope to be as transparent as possible when sourcing our ingredients!
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How can I learn more about a product?+-
Please visit our product pages or send us an email at hi@saiehello.com if there is anything else you are interested in learning about.
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What is your plan for future products?+-
We have lots and lots of plans for future products. Please follow us on instagram @saiebeauty to keep abreast of about new product launches.
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What is the difference between Saie formulas and other formulas?+-
At Saie we focus on developing products that we really, really want for ourselves and members of our community. They are formulas or products that are either missing in the non-toxic market, or that we feel are superior to other products.
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What should I do if I am having an allergic reaction to a Saie product?+-
Something not playing nicely with your skin? We’d love to help! Please send an email to hi@saiehello.com within 30 days of receiving the product so we can assist. We also encourage you to check out our Full Ingredients List before ordering if you have a known sensitivity.
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How do I find my shade?+-
We’d love to get you shade-matched for Slip Tint, and/or make personalized product recommendations for you! Send us a selfie to hi@saiehello.com, or text SAIE to 30232, and our team will make our recommendation. Our hours are Monday-Friday 9am-5pm EST.
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Pump fix?+-
Having trouble with your pump? No worries, there’s an easy fix! Our eco-friendly pumps for Glowy Super Gel, Slip Tint & Sunvisor work based on having an airtight seal - there is no straw like other pumps have, meaning less plastic. However, sometimes an air bubble can sneak into the bottle making it finicky, but there are a few different tricks to work out the extra air in your bottle:
Make sure the pump is tightly screwed onto the bottle and try to get the product down near the pump (holding upside down helps). Then, hold a finger tightly over the dispenser so you're completely blocking anything, even air, from coming out. Simultaneously, slowly & firmly pump the tube several times - this creates a pressure that will help work out the air bubble.
For Slip Tint & Sunvisor, it may help to squeeze the bottle lightly while you pump as well! If that doesn’t work, carefully unscrew the pump from the tube, then gently squeeze the product down to the tube opening (like toothpaste!). This should help release some air from the tube. Before any product is squeezed out, screw the pump back on securely and try these steps again. For further assistance, please email hi@saiehello.com!
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Returns
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How can I return my order?+-
As a company, we’ve made a strong commitment to practice sustainability as much as possible. We are happy to work with you and find the best solution if you wish to make a return!
We want you to be happy with your products. If you open the product and do not totally love what you ordered, we offer a 50% refund along with a 25% discount toward your next order within 30 days of purchasing. Please contact hi@saiehello.com and we'll help you find something you love!
For unopened orders, please contact hi@saiehello.com within 30 days of your purchase so we can best assist.
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