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It’s easy to make changes to your details, whether it’s your payment information, password or address book.
Log-in to your account and you’ll see a range of categories at the bottom of the page under ‘Account Settings’.

You can rest assured that shopping with Symbiome is safe.
We’re fully compliant with the data protection act so we keep your details maximally secure.
For further information, please visit our Privacy Policy page.

We know there may be some frustration with account logins, as a result of our new site. Please know we are constantly working to improve this experience, and are deeply sorry for any missing historical order history or subscription history from the year 2023. If you need any details of past orders, simply email our team at hello@symbiome.com and they can provide all the information you seek.
We're excited for you to start fresh with a new account page. Please create a new login if you have not yet already or if the system doesn't yet register you!

Don’t worry, if you visit our log-in page and select 'Forgotten your password?' then you can enter the email address registered and we’ll send you instructions on how to get this reset.

All items ordered with Symbiome depend upon availability. We want you to be able to order and receive the products you love effortlessly, so we’ll always aim to let you know if an item is out of stock.
Now and again there can be an unexpected delay, if so we’ll get in touch to let you know.

We’ll send you an email as soon as your order is on its way. You can also check your account to see the progress of an order or to track it.
We may ship items separately in the event of one or more of the items being delayed.

If you want to try and cancel so that a new order can be placed, simply reach out to our team via the contact form or at hello@symbiome.com and submit a request!
If your order has already processed and is fulfilled or shipped, we must ask you to wait for the package to reach your doorstep & then initate a normal return via the Returns Portal. Once the products are out with the carriers, we are unable to intercept. We do thank you for understanding!

While we strive for perfection, it's not always possible to prevent the occasional faulty pump or dropper from ending up in the hands of our amazing community. Should you receive a product with packaging that isn't functioning as it usually does, please let us know at hello@symbiome.com!
To speed the replacement process, your initial email should include your order number, an explanation of the issue, any images and the batch number of the bottom of your product jar/bottle. If you don't manage to find this information, don’t worry, we can help once you get in touch.

While rare, it's not impossible for a mix-up at our fulfillment center. Should a surprise item arrive in place of your usual favorite, we would never expect you to keep or pay for that unanticipated item – but we do ensure a total fix! Just send us a message at hello@symbiome.com or via the contact page and share a picture of what you recieved. Sharing your order number will help us place an expedited replacment right to your door.
We thank you in advance for your patience and understanding of our hardworking partners!

We delight in the end-to-end presentation and rigorous quality of our products, so anything that arrives less than perfect is worthy of our time & attention.
If your Symbiome is leaking, cracked, broken or otherwise damaged, please document with pictures and email us at hello@symbiome.com. Please do not throw anything away until a member is able to respond to you, as we may need more information or context!
We thank you for communicating all issues in detail and trusting us to make things right for you in your skin journey.

Occasionally, our fulfillment team will ship items separately, depending on whether there is a low stock on a highly popular item. However, if you have email confirmation that everything is shipped, then we suggest talking to a member of the Symbiome team at hello@symbiome.com. They’ll be happy to help!

While our team is happy to chat with you on the phone via a skin consultation, we unfortunately cannot take payment over the phone. All transactions must be placed online, via our secure checkout page. We appreciate your understanding!

We offer a variety of online payment methods to ensure our customers can place orders with ease. This includes Visa, Mastercard, Amex, PayPal, Apple Pay and more.
You can select your preferred payment method at checkout.
Please note that we do investigate all possible instances of fraudulent payment and reserve the right to cancel anything that is flagged as suspicious.

Any order placed for delivery outside of the US could result in import duties and taxes (including VAT).
We recommend that you contact your local customs office for information as customs policies and practices vary widely from country to country.

Once you place an order, the payment will show in your account as pending until we send the products to you.
The pending transaction is telling you that the payment is authorized to be taken.

If you want to add new payment details then you’ll need to do this at the checkout stage.
Your new card details will be saved once your order has been placed. This means that next time around you can order your favorite products with ease.

Some discount codes expire after a set amount of time or a set date, while others might not work if they are applied in tandem with another savings/discount. As an example, certain discounts do not combine with subscription orders, as that is already a savings perk in action.
If the code is new and not affected by one of the above constraints, please contact our Customer Service team via the contact page or hello@symbiome.com for direct assistance!

We send you an email as soon as your order is on the way, so that you can find out when it will arrive.
For tracked orders, you can use the tracking link provided in your email or located in your account to check where your order is.
Have you checked for a 'missed delivery' notification card from FedEx, DHL or USPS? Your package may have been left somewhere safe, such as at a local FedEx or USPS branch.
If you do need to report your order as lost then please contact our Customer Service team.

Once an order is placed, please anticipate a 24-48 hour processing window. After an order is packaged with care, the typical carrier will drop standard packages in 3-5 days. You may also select expedited or overnight shipping at checkout; however, please note that this shipping method still requires a 24-48 hour processing window that is nonnegotiable.
We do our best to ensure urgent gifts and replenishements arrive into your hands and onto your skin ASAP, but we do have a team of hardworking humans who are not packing shipments on weekends! Thank you for giving us grace.

We ship to the continental United States, Washington DC, Alaska, and Hawaii. We are unable to send products to territories, Virgin Islands, or military / armed forces locations, and do not ship to P.O. boxes. We apologize for any inconvenience — we’re working to expand shipping ASAP.

Please clink to read our Terms and Conditions in the bottom footer, on the right hand side.

We are committed to providing the best experience to all of our users. We continually work to make our website accessible for everyone, regardless of their needs.
We have used accessibility best practices and standards defined by the Web Content Accessibility Guidelines (WCAG 2.1 AA).
Key features include:
All pages can be effectively navigated using a keyboard only.
All pages have understandable heading structures and landmarks.
All pages have skip navigation links as the first focusable element.
All Images and Icon buttons are provided with equivalent alternative text.
All pages follow a consistent navigation structure.

Please refer to our Privacy Policy page, linked in the footer on the right hand side.

Our products are easily integrated into an existing regimen. Symbiome helps reduce the total number of synthetic ingredients applied to the skin, thereby reducing chances of irritation or cross-reactivity. To maximize absorption and results, apply your skincare products from thin to thick, or from water-based to oil-based products.

All Symbiome products have zero added fragrance. Our intentional ingredients do have characteristic scent profiles that are of natural origin and design, which we do not alter. These natural fragrances are mild, earthy, and do not linger after application.

Unlike synthetic ingredients which guarantee consistency across batches of product, this is seldom possible with our formulations which use natural ingredients. Plant ferments slightly vary in their composition between batches, and smell and color are the two most frequently distinct features. These characteristics are sensitive to specific climatic conditions in which the plants grow, such as water availability, temperature, and soil composition, which vary between harvests.

At Symbiome we understand that to be truly sustainable, we must consume less. Through a deeper understanding of what our skin has lost, we are able to intentionally base our decisions on science and avoid unnecessary products. Using supercharged ingredients that are rich in vitamins, nutrients and other natural compounds, means that little needs to be added or manufactured in a lab. We source our ingredients from an organic farm that adheres to sustainable farming practices. By using fewer ingredients from fewer sources, we inherently place less pressure on our supply chain processing needs and shipping.
Our goal is to have the smallest carbon footprint possible. We use packaging that is recyclable and made from recycled materials. We are exploring innovative materials that reuse other waste products to create alternative packaging options and are committed to consciously evolving.

It takes time to assimilate to a new product! In the words of our dermatologist: "There’s always an adjustment period. It can take up to 4-6 weeks for your skin to rebalance with a new product, based on how your skin was producing sebum before, what the pH of your skin is, & what the microbiome on your skin is doing. After 4 weeks is when you should really be assessing the state of your skin."
When introducing products: Think about cross-reactivity. Be mindful about why you're putting a product on your skin and ask, "What are each of these ingredients actually doing? What is the intended effect? Is it safe, and is it working?" Leverage your own dermatologist to find out what ingredients are safe and functional for products with extensive labels.

Anti-aging compounds — retinol and Stem Cell Conditioned Media — collectively work to help slow the accelerated signs of aging we are subject to while living in an urban environment. Retinoids facilitate healthy collagen and are essential to helping improve the appearance of fine lines. They also aid overall tone, help with skin congestion and skin elasticity for bright and vibrant skin. Stem cell conditioned media —the key active ingredient in The Answer — contains a powerful elixir of regenerative peptides and exosomes to seamlessly promote optimal rejuvenation and supple, smooth skin. Simply apply your Answer serum twice daily (after cleansing), and any prescription retinoid products (as recommended by your dermatologist) in the evening.

Of all the ingredients we use (of which there are only 22 — total!), the only essential oils (EOs) include Alecrim Pimenta and Geranium Leaf Oil. Both are present in The Reset cleanser, while The Answer contains some geranium. We suggest avoiding these two products if you have known sensitivities, or patch testing on the forearm prior to application to face.
Otherwise, the majority of our oils are derived from trees or shrubs (plants, in general) which are fermented and cold pressed. For example, Sanoma oil is a fermented oil derived from a shrub native to the Amazon — it's not an essential oil. There isn't much information about the oil because it hasn't been used in commercial skin care thus far, but it has been used for thousands of years by people native to the region.

The naturally occurring bioemulsifiers in Symbiome’s Lactobacillus Ferment (a unique postbiotic produced by a community of Lactobacillus species) allow the aqueous (water-based) and oily ingredients to form a stable creamy emulsion when combined. This blend delivers a host of nutrients, polysaccharides, exosomes, enzymes, and peptides, allowing each cream to be naturally self-stabilizing and self-preserving.

Fermentation is a natural way of unlocking and optimizing the bioavailability of vitamins, essential amino acids, various bioactive peptides, and antioxidants. Not all ferments are the same — the type of microbes and what you feed them determine the ferment's composition. Beneficial bioactives present in our fermented oils are derived collectively from the botanicals (some repackaged into a more bioavailable form and others that remain intact) and those produced by the microbes. When it comes to skin products, fermentation increases the nutrient density of the product, making it more potent.

Fermentation is a natural process by which microbes (bacteria and fungi) break down organic macromolecules into simpler ones. In the environment, this process composts organic matter into accessible nutrients. It is a constant and integral process of nature in cycling the building blocks of life — that we, humans, have learned to adapt and harvest. Think wine, beer, yogurt, kombucha and miso.

In order to sustain the lifespan of the biologically self-preserving ingredients, we suggest keeping products out of extreme heat, direct sunlight or refrigerated environments when storing them. The shelf life for unopened cleansers, creams and serum is 12 months, and 2 years for oils. We recommend using products within 3-6 months after opening.

Symbiome products are made from natural, non-GMO, non-irritating, non-sensitizing, and hypoallergenic ingredients, which have been identified as being safe for use in pregnancy by the USDA Organic, Made Safe and Leaping Bunny. Our own dedicated team of doctors, scientists, and microbiologists are continually engaged in ongoing clinical research to develop and validate our products as safe and effective - to ensure peace of mind for you. If you are pregnant or nursing, we recommend consulting your physician before starting any new products.

With the exception of The Answer serum, all our products are vegan, organic, non-GMO, hypoallergenic, and are soy- and nut-free. We’ve crafted products with the precise balance of botanically derived ingredients needed to be safe, effective and self-stabilizing.