How can we help you?

Order + Shipping


Shipping

  • Where can I find more information on shipping and delivery?

    You can find more information here! Or email hello@skylar.com and we'd be happy to help you.

  • Do you ship internationally?

    Yes! We ship to the UK, Australia, Canada, and France. You can find more information here!

  • Do you ship orders to the UK & EU? If so, how will orders be shipped?

    Yes, we ship to the UK & EU. To get your order to you, we've partnered with Passport Shipping and they will be the Seller for all orders to the UK for orders under €135 and orders to the EU for orders €150 and under.

My Orders

  • How do I make changes or cancel my order?

    If you would like to make a change or cancel your order, please Contact Us as soon as possible and we’ll do our best to help. If your order has already been fulfilled by the time we receive your request, then unfortunately we can no longer cancel or change the order. 

    If we are unable to cancel your order, not to worry we do offer a 30-day happiness guarantee. So if you’re not happy with the products you received, you can set up your return or exchange here.

  • How do I track my order?

    After you place your order, you’ll receive an order confirmation via email with a linked tracking number to track your order in transit. Please note that it can take 1-2 business days for the tracking number to update on their website with the status of your shipment.

  • My tracking link doesn’t have any information. Is something wrong?

    In some cases, tracking links take 1-2 business days to update. If your tracking link still isn’t showing tracking information, Contact Us so we can help.

  • There is an issue with my order. What can I do?

    We’re sorry to hear there is a problem with your order. Please Contact Us as soon as possible so that we can help. 


    If your package is marked as delivered and you can’t find it, please be sure to check inside and around your mailbox or anywhere that you receive mail. If you still can’t locate it, Contact Us and we’ll help you get your order as soon as possible.

Returns and Exchanges


Returns & Exchanges

  • What is your 30-day happiness guarantee?

     

    As part of our 30-day happiness guarantee, we offer a no-hassle return or exchange policy within 30 days of receiving your order. You may return or exchange your item for any reason during that time. Products must be returned in new or gently used condition. Please note that your original shipping charge (if any) is not refundable. 

     

    All orders purchased before August 26, 2021 are only eligible for a return and can not be exchanged because those products have been discontinued. All discontinued products can only be returned if it's still within our 30-day happiness guarantee, and can not be exchange.


    You can set up your return or exchange here.

  • How do I return or exchange my order?

    You can create your own return label here or email hello@skylar.com. Please fill out what you would like to exchange your item for. Once you receive the label, please drop off your gently used product to your local UPS.

    Once received at the warehouse, processing can take up to 3 business days. Refunds can only be posted to the original form of payment. Once a refund is processed, it can take 3-10 business days to show up on your account. 

    For exchanges, your replacement product will be shipped once the item is received at the warehouse. 

     

  • How long will it take to process my refund?

     

    Once received at the warehouse, processing can take up to 3 business days. Due to extra precautions our warehouse has been taking, returns/exchanges can now take up to 6 days to process once received. Refunds can only be posted to the original form of payment. Once a refund is processed, it can take 3-10 business days to show up on your account. 

     

    For exchanges, once your original item is at the warehouse processing can take up to 3 business days. Your replacement product will be shipped within that time frame. You will receive an email confirmation once the order ships. 

  • I purchased Skylar products from a store. Can I set up a return or exchange?

     

    We are not able to set up returns or exchanges with Skylar products that were purchased outside of Skylar.com. Please reach out to their customer service team for assistance.

Product and Ingredients


General

  • How does Skylar claim to be hypoallergenic or safe for sensitive skin?

     

    We strive to develop gentle formulas that are hypoallergenic and safe for sensitive skin.  We go above and beyond the strictest global regulatory standards to ensure your skin’s safety. Our scents were designed without the use of 36 fragrance allergens that are known to cause allergies and asthma. Additionally, we don’t use 1,300+ questionable ingredients restricted by the EU. We run safety testing on all of our fragrances, enlisting candidates who have sensitive skin.

     

    Although we do the rigorous testing, every individual is different. If you have a known allergy, we recommend you speak with your doctor prior to using our products. We also recommend testing the product on a very small portion of the wrist if your doctor approves. Simply spritz the scent, allow it to dry, and watch over the next 24 hours, before applying the scents normally.

  • What ingredients are in your scents?

     
    We don't hide harmful ingredients under the word fragrance—everything is listed on our website.

     

  • Where are your scents made?

    Our scents are made right here in the United States. 

  • How is Skylar eco-friendly and how should I recycle the bottles?

     

    We care both about your health and the health of our environment. That’s why we make ingredient and packaging choices that keep the Earth in mind. Dual-purpose packaging, renewable resources, recyclable goodness - yes, please.

    Our shipping boxes are now made from FSC certified paper, meaning it’s guaranteed they were made from recycled material. Please recycle all shipping and packing material. 

    Additionally, our glass bottles and caps are recyclable. After use, please remove the pump or rollerball, rinse the glass bottle, and recycle the bottle and the white cap. Please place the pump or rollerball in the trash. If you’re having trouble twisting off the pump for your full sized bottle, try using a paper towel or clean cloth first. And then twist with your hands.

    To recycle the candle jar, remove loose wax or gently scrape away any remnants. Easily clean the glass jar using soap and water and place in recycling bin.

  • Do you test on animals and are your products vegan?

     

    We love our furry friends so much. Our formulas are never tested on animals and all of our products are vegan! We firmly believe in offering products that contain no animal-derived ingredients.

  • Are your products vegan?

    All of our products are vegan. We firmly believe in offering products that contain no animal-derived ingredients.

Fine Fragrances

  • What changes were made with the newer bottles?

    Based on customer feedback, we've increased our fragrance concentration to 20% to now offer Eau de Parfums so you can expect longer lasting scents. Our fragrances also have an even stricter ingredient policy with 100% transparent ingredient list and have gone through additional testing to ensure all products are lab-certified safe for sensitive skin.

    Additionally, our bottles have gone through a total aesthetic transformation with a new elliptical logo, inspired by clouds floating in the sky and a custom cloud-shaped, individually blown glass bottles. We are striving to be more sustainable with our packaging that is FSC certified, guaranteeing that it's made from recycled material and our bottle + cap is now 100% recyclable. 

  • Which Skylar scent is right for me?

     

    Not sure, which scent is right for you? We’ve got you covered! Take our Scent Quiz to find your perfect match. Don’t worry, we offer free exchanges within 30 days if you change your mind!

     

    Feeling creative? Our scents were made to be layered. Find new combinations for every occasion or mood by layering our scents. Spritz two or more scents to find your unique signature scent.

  • How do I layer my scents?

     

    The possibilities are endless when you layer Skylar scents. Mix, match, and create a custom scent just for you, perfect for any mood or occasion. Get started with layering by following the steps below:

    1. Identify your ideal scent profile. Choose the Skylar scents that embody those qualities.
    2. Select your anchoring scent. Spritz or rollover your wrists and neck. Remember, tap don't rub!
    3. Add a complementary scent (or two!). Spritz or roll directly on top of your anchor scent. Order is important, remember to layer the fragrance you want to have the most impact on last!
  • How can I extend the wear of my scents?

    Skylar fragrances are now eau du parfum so they last more than before without the use of harmful chemicals! Everyone's sense of smell is different and we’ve got a few tips that might help make the scents more long-lasting for you.

     

    Wear it in your hair - Try spraying a spray or two on your fingers and run your hands through your hair. Hair is a great scent carrier as it does not produce body heat, which is what burns fragrance off the skin. Do not  spray perfume directly in the hair as that can be drying to your hair, but a dab on the fingers will allow some of the alcohol to burn off, and then the hair will hold it.

     

    Wear it on your clothes - Clothes hold scent well; the scents are clear so they should not stain your clothes and the scent will come off in the wash. Just to be safe, you can walk through a spritz while fully dressed.

     

    Layer it! Layering is a great way to build up our scents and explore unique combinations. Spray one on and layer in a spritz, and you’ve got yourself a unique signature scent that blends beautifully with your body’s natural chemistry.

  • What is the shelf life of Skylar scents?

    All of our scents contain organic sugar cane alcohol which acts as a powerful natural preservative. Once the product is opened, Skylar fragrances will last 2 years when stored in a cool, dry environment.

Candles

  • What are your candles made of?

    Our candle wax is made with a blend of 100% (non-GMO) soy and coconut wax. They do not contain paraffin wax. Our candle wicks are 100% cotton and lead-free. Each candle is created with Skylar Body's own fragrance blend with natural and essential oils.

  • What are the benefits of soy coconut candles?

    Our candle wax is made with a blend of 100% (non-GMO) soy and coconut wax. Soy coconut wax is a natural, non-toxic, biodegradable, and renewable sustainable resource. Our wax candles are paraffin-free and burn cleaner, cooler, slower, and more evenly than other waxes.

     

    Did you know that over 95% of candles on the market today contain paraffin? In fact, many "soy" candles in today's market are actually a blend containing soy wax and paraffin wax. Our candles are clean-burning, which means you can breathe without worrying when burning our candles.

  • How are your candles eco-friendly and sustainable?

    Our soy-coconut wax is biodegradable and from a renewable, sustainable resource. Our candles do not contain paraffin. Paraffin candles are made from petroleum (a non-renewable source) and release CO2 in the atmosphere when burned.

  • How long do your candles burn for?

    Our candles have a burn time of approximately 47 hours, when burned correctly. Burn times vary depending on the size of the room and conditions. We recommend burning your candle for no more than three hours at a time.

  • How do I care for my candles?

    Proper candle etiquette is the best way to ensure your candle burns cleanly and is long-lasting. Before you strike a match, trim the wick to ¼” every time with the Skylar Wick Trimmer. Light your candle for up to 3 hours at a time before giving it a breather. To avoid dusting of your candle, feel free to use the coaster we provided on top of your candle when you first opened it. If you do see sooting on your candle, easily take a wet paper towel or wipe the inside of the glass (once cool).

Subscriptions


Scent Club

  • What is the Scent Club?

    Skylar’s Scent Club is an exciting members-only club with exclusive access. You’ll receive a new exclusive, limited-edition scent in a travel-sized rollerball (10mL/0.33 fl oz) each month. All of our fragrances are vegan, cruelty-free, natural, and hypoallergenic. As a member, you can also skip a month, swap your scent, or add new favorites to try. Plus, our members receive 20% off other Skylar products and first access to new products.

  • How do I sign up for the Scent Club?

    Joining the club is easy! Just visit our Scent Club page to set up your profile and complete your membership. Once you’ve become a Scent Club member, you can easily skip a month, swap your scent or add other products by signing into your Skylar account.

     

    If the scent of the month doesn’t excite you, try our other rollerballs or full-sizes. By selecting the membership price you would automatically opt into our Scent Club. The following month you will receive our scent of the month.

  • When will I be billed for the monthly scent club?

    Your first order will be charged when you complete the check out of your Scent Club membership. Your next box will process in 30 days. You can see your next box's ship date when you log into your account. We also send a reminder email 3 days before we charge you for your next box. If you change your scheduled ship date for upcoming months through your account, you will be billed on your modified scheduled ship date.

  • I'm new to the Scent Club! When will my first box ship?

    Your first box will ship right after you complete your membership purchase! Orders are usually processed within 1-2 business days. You will receive an email confirmation with tracking information as soon as your order ships.


    You can update the scheduled ship date of your future boxes in your Skylar Scent Club Account. Otherwise, your next box will process in 30 days. 

  • I love the monthly scent I received, can I order more, and for how long? Do they come in full sizes?

    Our Scent Club fragrances are produced in limited quantities. We recommend purchasing these limited edition scents while we have them available on our site. With that being said, we would love to hear what limited-edition scent you would like to see join our permanent line!

Managing My Scent Club Account

  • How do I cancel my membership?

    We’re sad to see you go! To cancel your membership, please first sign in to your Skylar account. You will arrive at your account managing page and then please click the button labeled “Manage My Box," From here, locate the tab "My Subscriptions" and then click "Cancel Shipment" on the subscription you would like to cancel. 


    You can also contact us here and we will be happy to assist with canceling your membership.

  • How do I update my shipping or billing information?

    To change your payment and shipping information, please first log in to your Skylar account. Once logged in you should arrive at your account's main landing page and should see a button toward the top of the page labeled "Manage My Box," please select this button.

    This selection will then take you to your account dashboard where you will be able to locate all your account options. To access your billing and shipping information, please locate the tab "Billing & Shipping" towards the left-hand side of the page in the account options menu (these options will be located in the drop-down menu at the top of the page if you are using a mobile device). From here you should be able to update your information!

    Or contact us at hello@skylar.com and we can further assist you! Please include a phone number and the best time to reach you so we may update your billing information.

  • How do I skip, swap, or add more products?

    Your Scent Club membership is flexible! You can skip a month, or add new favorites to try, all through your membership account. Once signed in just simply click “Manage My Box” to take you to all of your account options. 

    To add or remove products choose your Skylar Box. Click “Add & Save”, from here you will see our available items where you can add a product and select the frequency that it will ship.

  • How do I change my shipping speed for my box?

    Scent Club members get free ground shipping on their monthly boxes within the contiguous United States. Scent Club members can upgrade to express shipping at a discounted rate. 

     

    To upgrade your shipping method, log in to your Scent Club account, then click the “Manage My Box" button. From this page, you will be able to see all your upcoming boxes. Select the “Upgrade to Expedited” button to upgrade your shipping method. You can switch it back to standard shipping at any time.

     

     

Dream Rewards and Referrals


Earning Points

  • How do I earn points for leaving a review?

    You will earn 25 points for each product review you leave after a recent Skylar purchase. You will receive an email 2 weeks after purchase to review your recent products. Once you submit a review through that email, you will receive your points. You will not receive points for reviews that are submitted through the site. 

  • Do I earn points on my birthday?

    Yes! Input your birthday into Dream Rewards here and you'll receive 50 points on your birthday from us! Please note, you will not receive your 50 points if your birthday is within 30 days upon entering. You will receive your 50 points the next year. Cheers! 

  • Will purchases made in the past qualify for earning points?

    Past purchases do not qualify for earning points. Purchases made after a customer enrolls into Dream Rewards will qualify. 

Redeeming Points

  • How do I redeem my points?

    Points can be redeemed at checkout by selecting “Choose Reward” and clicking “Apply”. The minimum amount of points required to redeem is 50 points. In order to redeem 50, 75, or 100 points, the purchase minimum must be $30. To redeem 150 points, the purchase minimum must be $45. To redeem 200 points, the purchase minimum must be $50.

  • Do points expire?

    Points expire within 12 months of inactivity. Inactivity refers to an account that has not earned nor redeemed points within 12 months.

  • Can points be transferred to another account or be combined with another account?

    No, points will automatically be earned on the account that is used to make a purchase. Points must also be redeemed on the same account and can not be transferred or combined to another account. 

  • What are the exclusions for points and referral credit?

    At this time, points and referral credits can not be redeemed on Scent Club boxes, orders containing subscriptions, and gift cards. Points can only be applied at checkout for new orders. As a Scent Club member, you can combine your 20% member’s discount with your points.  

  • Can my points be combined with other promotional offers?

    No, your points can not be combined with other promotional offers. If you’re a Scent Club member our points can also be combined with your Scent Club member’s discount at check out but can not be applied to your Scent Club boxes.  

  • I’ve redeemed points on an order that I ended up returning. Will I get my points back?

    Yes, your points are refunded back onto your account. You can see your points activity on your Rewards History. Additionally, any points earned with a purchase will also be reversed if the order is cancelled or returned. 

Refer-A-Friend

  • How does the referral program work?

    Give your friends $10 off on their first order of $25 or more, and you get $10 (in points) for each successful referral. To send a referral, scroll down to the Dream Reward “Refer-a-Friend” section, where you will find the box to enter your friend’s email address. 

     

    Your friend will receive a unique promotion code in their email to apply to their first order. Once they have successfully placed their order, you will receive $10 in your Dream Rewards account. To view the terms and conditions please click here.

Payments, Offers, and Gift Cards


Payment

  • What payment methods do you accept?

    We accept all major credit cards (Visa, Mastercard, American Express, and Discover), Paypal, Amazon Pay, and Klarna.

    Have a gift card? Enter your gift card code at checkout in the “Gift Card or Discount Code” box and click on “Apply”.

  • What is Klarna and how does it work?

    Klarna is a payment platform that allows you to buy what you want today and pay in 4 equal, interest-free installments. The first is due when your order is shipped. The remaining three payments will be automatically charged to your debit or credit card every two weeks. Klarna can not be used on Scent Club boxes or orders containing a subscription. Check out Klarna's full terms and conditions here.

  • Are all site prices reflected in US Dollars?

    Yes! As we are a US-based company, all pricing is shown in US Dollars (USD). Conversion rates should be taken into account if purchasing from outside the United States.

Promotional Offers

  • Where can I find your current offers and promotions?

    We post any new or current on our offers page which you can find here. We also recommend signing up for our email newsletter so you’re up to date with any of our recent promotions. Happy shopping!

  • Where do I enter my promo code?

    To receive your promotional discount or offer, enter your promo code in the “Gift card or discount code” box during checkout and click on “Apply”.

  • My promo code isn’t working, what’s wrong?

    Promotion codes terms vary, so be sure to check the terms of the promotion. After you’ve done this, enter the promo code in the “Gift card or discount code” box during checkout and click on “Apply”.

     

    If your promo code does not apply, check the following:

    - Minimum order value

    - Product type (some promo codes only apply to select products)

    - Expiration date


    If you are still having difficulty with your promotion code, please Contact Us and we'd be happy to help.

Gifts and Gift Cards

  • How do I buy a gift card?

    Not sure which scent to gift? We’ve got you covered! Skylar gift cards make the perfect gift for any occasion. Gift cards can be purchased in a $20-$200.value.

    For your convenience, our gift cards are digital and the code is sent via email. We currently do not offer physical gift cards.

    Ready to shower someone with love? Buy your gift card here

  • I have a gift card can it be used towards my Scent Club?

    Regular gift cards do not apply to any subscriptions items so they can’t be used towards Scent Club.

General


General Questions

  • How can I contact Skylar?

    If you need assistance or want to say hello, we are here to help! 

    Chat with us online from Monday-Friday, 7 am-3:30 pm PST. 

    Or simply submit a Contact Us form, or email us at hello@skylar.com. Looking forward to assisting you!

     

  • What stores do you currently sell at?

    We currently sell our products at Sephora and Anthropologie. You can see if there’s one near you here.You can also find us on Amazon!

  • Do you wholesale your products?

    At this time, we are not accepting new wholesale distribution partners. If you wish to receive updates on future wholesale opportunities with Skylar, please complete this form here.

My Account

  • How do I sign up for your email list?

    Don’t miss a beat! Subscribe to our email list by checking the "Subscribe to our newsletter" box during checkout and you’ll be the first to receive exclusive promotions and updates directly in your inbox. 

    You can also sign up by entering your email address in the “Stay in Touch” box at the bottom right of every page on our website.

    You can unsubscribe at any time.

  • How do I unsubscribe from the email list?

    No longer want to receive emails? Unsubscribe from our email list by clicking on the “Unsubscribe” link at the bottom of all Skylar emails. You can re-subscribe at any time.

  • Help! I can’t access my account.

    If you forgot your password, click "Forgot your password?" on the Skylar Account login page, enter the email address that you used to place your order, and click Submit. We'll email you a link to reset your password.

    Need to activate your account? Contact Us and we’ll send you an activation link.

Your happiness is our #1 priority.

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