Returns – Saie

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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.

Topics

Topics

  • General

    • How do you pronounce Saie? What does it mean?
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      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. :)

    • Why is Saie different to other clean makeup?
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      Where do we begin?! The short answer is: experience, sustainability, and price. First, we spent our careers in big beauty and fashion. You could say it's where we got our training. Because of this, we have unprecedented access to the best-of-the-best experts, ingredients, and labs to create our makeup, and we can bring that experience and those relationships to our products and the clean makeup world. Next, we look at everything through a sustainable lens. We carefully analyze our packaging, ingredients, and suppliers to reduce our impact. Sadly, our world is not set up to be low waste (in fact, it's quite the opposite), but every day we are making strides to be more sustainable. You can email us with any thoughts you have here: sustainability@saiehello.com. And then, price. We knew that we only wanted to create luxury formulas, with the best and cleanest ingredients, but we also knew that we wanted everyone to be able to use our makeup. So we cut out the middleman and we always keep price in mind when making decisions like what the packaging should be. As a result, we’re really proud that when we launch, all of our products are under $25.

    • Contact
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      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 (833) 761-7421 or check out our FAQ with answers to all our favorite questions. Our Customer Service hours are Monday-Friday 9am-5pm EST.

    • Where else can I purchase Saie products?
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      You can also find Saie at these retailers:

      • Sephora US
      • Sephora Canada
      • Cult Beauty
      • goop
      • FLIP
      • Kohl's

  • Order

    • What if I need to change or cancel my order?
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      Please email hi@saiehello.com with your order number ASAP and we'll get back to you!

    • What's the status of my order?
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      You will receive an order confirmation after you place your order. We aim to process all orders within 2 business days (excluding weekends and holidays), but during high volume times, it can take longer. 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!

    • Can I exchange my order?
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      Please reach out to hi@saiehello.com to begin your exchange!

    • What should I do if my package was lost or misdelivered?
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      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!

    • What should I do if my items arrived damaged and/or defective?
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      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.

    • Can I receive a replacements order?
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      If you believe your order to have been lost or stolen, please shoot us an email at hi@saiehello.com with your order number, and we’ll do our best to get to the bottom of it! 

    • How do I edit my order?
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      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!

    • Do you offer promotion codes?
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      We love doing giveaways and special offers for our customers! For a little taste, feel free to text SAIE to (833) 761-7421, and follow the link we send for an automatic $5 off at checkout. Please note that only one discount can be applied per order. 

    • What forms of payment of you accept?
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      We accept all major credit cards, PayPal, Apple Pay, Google Pay, and Amazon Pay.

    • How can I edit my shipping address?
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      Please email hi@saiehello.com if you realize the address is incorrect.

    • What if something I ordered arrived damaged?
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      Oh no! Please email hi@saiehello.com with a photo of the damage and we'll do our best to get you new product.

    • My order contains a Pre-Order item; when will it ship?
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      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!

  • Shipping

    • How much does shipping cost in the U.S?
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      For orders $30 and over, we are happy to offer free shipping within the continental US! Orders shipping to Hawaii, Alaska, & Puerto Rico will be charged a small $5 ship-fee.

    • How long does it take for my order to arrive?
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      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. 

    • Do you ship internationally?
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      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. 

  • Products

    • Where are your products made?
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      Made in the US, Canada, and Italy. 

    • Will your products cause me to breakout?
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      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.)

    • How long will my product last?
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      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. 

    • Will my product melt/dry/freeze/expire?
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      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.

    • What skin types are Saie products suitable for?
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      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!

    • Does Saie test on animals?
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      No way. We are a cruelty free brand.

    • How is Saie sustainable?
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      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 

    • Is Saie organic?
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      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.

    • Is Saie vegan?
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      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. 

    • Are your products gluten-free?
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      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.

    • What does safer synthetics mean and why does Saie use them?
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      Safer synthetics are raw materials that have been developed or bio-synthesized in a lab. Most of the safer synthetics we use are derived from plants. We use safe synthetics to enhance the performance of our products.

    • Can I use Saie if I am pregnant or breastfeeding?
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      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, two of our founders both wore Saie throughout their entire pregnancies! Check out our Ingredients Page on our website for a full list of everything we use in our formulas, and let us know if you have any further questions.

    • Do you use preservatives?
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      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.

    • Do you use essential oils?
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      Yes, but very selectively.

    • Where is your Mica from?
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      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!

    • How can I learn more about a product?
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      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.

    • What is your plan for future products?
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      We have lots and lots of plans for future products. Please follow us on instagram @saiebeauty to keep abreast of about new product launches.

    • What is the difference between Saie formulas and other formulas?
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      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.

    • What should I do if I am having an allergic reaction to a Saie product?
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      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. 

    • How do I find my shade?
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      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 (833) 761-7421, and our team will make our recommendation. Our hours are Monday-Friday 9am-5pm EST. 

    • Pump fix?
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      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!

  • Returns

    • How can I return my order?
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      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.