Help & FAQ

Company

Who is KNOW Beauty?

KNOW Beauty is an intelligent skincare brand founded by Vanessa Hudgens, Madison Beer and Dr. Karen Kagha our resident Dermatologist and Chief Medical Officer. We’re taking the guesswork out of your skincare routine through a first-to-market Skin Diagnostic and Skin DNA Kit with a curated product assortment based on those results. 

Each product uses best-in-class, scientifically proven ingredients to assist with immediate skin concerns, as well as having an effect on the 7 core genetic categories that influence skin aging. KNOW Beauty offers consumers an accessible way to get to know the lifestyle and genetic factors that impact their skin, with a deeply personalized routine that works and empowers them to feel more confident in themselves. 

For more information on our technology and founder story, check out our Mission page here.

Who started KNOW Beauty?

KNOW Beauty was co-founded by Vanessa Hudgens, Madison Beer and Chief Medical Officer, Dr. Karen Kagha.  

For too long, the beauty industry has fixated on the idea of unachievable perfection which fuels self-doubt and insecurity. Having grown up in the public eye, Vanessa Hudgens and Madison Beer, co-founders of KNOW Beauty, had to work through their own skin challenges with the entire world watching. They both felt completely in the dark, overwhelmed by the amount of trial and error they went through to understand their unique skin needs.

They both had expressed interest separately in starting a skincare brand that would help people get to know their skin better and cut out the frustrating trial and error. Having run in similar circles for years, they were brought together through a family connection (Madison was close friends with Vanessa’s sister, Stella).

From there, they met Dr. Karen Kagha, co-founder and Harvard-trained dermatologist who is equally as passionate about empowering people through science-backed skincare.

That’s when KNOW Beauty began. Although they are different ages and have different approaches to their skincare regimens, all three share the same passionate philosophy that skincare should not be trial and error — it should be intelligent and personalized, allowing you to feel like your best self.

How do I contact you?

You can reach us anytime at info@knowbeauty.com or via DMs on our Instagram here.

How does KNOW make sustainability a priority?

Here at KNOW Beauty we care about being kind to the planet and mindful of our impact. Our boxes are 100% recyclable and responsibly sourced. They’re produced with FSC-certified materials and even the tape used for closing the shipping box is recyclable! Boxes are printed using water-based ink. KNOW Beauty is cruelty-free. Our formulas are created to meet stringent regulatory standards for Cosmetic Good Manufacturing Processes (GMP) to ensure product safety, quality and consistency. 

How to recycle your KNOW products

Thank you for choosing to recycle your KNOW Beauty products and helping us be mindful of our planet. We recommend recycling empty, freshly washed bottles and containers according to your state's recycling guidelines. We’re also big fans of reusing our containers for storage or travel beauty containers. If you have any other questions about recycling your products, please email us at info@knowbeauty.com or send us a DM on any of our socials.

General Product & Ingredients

What do I need in my skincare routine?

Skincare can be confusing. That’s why we developed our Skin Diagnostic tool to eliminate that guesswork. Answer a few questions about your skin concerns, lifestyle, environment, and goals and we’ll give you the download on what your skin needs along with personalized product recommendations. Want to take it a step further and learn how to future-proof your routine? Take our DNA Kit where we analyze gene characteristics in 7 core categories that explain (and help to predict) your skin’s health. All it takes is a few mouth swabs, sampled at home and delivered confidentially to our lab. 

How can I find out more information about a product?

You can learn all about our products on their individual product pages. If you have any other questions or thoughts, let us know by emailing info@knowbeauty.com

What skin types are KNOW Beauty products suitable for?

Our products are appropriate for all skin types: they’re dermatologist tested and formulated for all skin types.

Are you cruelty free?

KNOW Beauty is 100% cruelty-free. Our formulas are created to meet stringent regulatory standards for Cosmetic Good Manufacturing Processes (GMP) to ensure product safety, quality and consistency. 

What ingredients do you use?

Each product uses best-in-class, scientifically proven ingredients such as retinoids, AHAs and BHAs and peptides to assist with immediate skin concerns. The range works to prevent age-related changes that can occur across 7 core genetic categories. The range is also available to shop directly by product. You can learn more about the ingredients included in a specific product on that product’s shop page. 

I have allergies, is it safe to use KNOW products?

KNOW Beauty products are safe for all skin types. We encourage all of our clients who have skin allergies to read the ingredient list provided on our products shop page or email our team at info@knowbeauty.com if you have any additional questions. 

I’m pregnant, can I use KNOW products?

If you're pregnant (firstly - congratulations!), we always recommend consulting with your physician first. Most of our product range is safe for use in pregnancy, with the exception of *any retinoids, salicylic acids* If you have any questions about what products are safe for you, please reach out to our team via email at info@knowbeauty.com 

Subscription

Subscription Info

Subscription Perks:

-25% off all auto delivery purchases

-Complimentary shipping on recurring orders over $35

-Manage the delivery frequency and billing directly from your knowbeauty.com account

-Cancel anytime

-Convenient billing to your credit card

-Delivered to your door every 4, 6, or 8 weeks.

Subscription Terms & Conditions:

-Currently available only in the US.

-Your subscription will continue until you cancel it.

-A recurring charge in the amount of the product selected for auto-replenishment will be automatically charged to your credit card for each shipment on the schedule you requested when you selected the product.

-There is no minimum term of the subscription and no minimum purchase obligation.

How can I subscribe and save?

All of our products (except the Skin DNA kit) are available for subscription. Just choose the subscribe and save option on the product page of the product you’d like to subscribe to and save 25% off your first purchase and each subsequent order after that. Your products will be delivered every 4, 6 or 8 weeks depending on your preference and directly to your doorstep and you can cancel or skip at any time. 

How much am I saving by subscribing?

One of the many perks to subscribing to our products is that you save 25% off all auto delivery purchases and complimentary shipping on recurring orders over $35. If you love a product, click subscribe and save on the product page. 

How can I change the frequency of my subscription?

You can manage your subscription directly in your account portal. Click the person icon at the top right on the website and sign up for an account or login to your existing account. Once logged in, click manage subscriptions. Click on your upcoming order and click through to the product you’d like to edit. There, you can change the frequency of your subscription or skip the month. 

Can I add additional products to my subscription?

You can add additional products to your subscription directly in your account portal. Click the person icon at the top right on the website and sign up for an account or login to your existing account. Once logged in, click manage subscriptions. Then choose the subscriptions tab at the top. You’ll see a button to add a product. Then just choose the product you’d like to add to your subscription. It’s that easy!


How can I cancel my subscription?

You can cancel your subscription directly in your account portal. Click the person icon at the top right on the website and sign up for an account or login to your existing account. Once logged in, click manage subscriptions. Then choose the subscriptions tab at the top. Click in to your active subscription and scroll to the bottom of the page where you’ll see a link to cancel your subscription. You can also reach out to us at info@knowbeauty.com if you’d like us to assist you in your cancellation. 

When will I be billed for my subscription?

A recurring charge in the amount of the product selected for auto-replenishment will be automatically charged to your credit card for each shipment on the schedule you requested when you selected the product.

Orders & Payment

What types of payments do you accept?

We accept all major credit cards, Apple Pay, Google Pay, Amazon Pay, and Afterpay.

When will I receive my order?

After you place your order, expect to receive it within 3-6 business days. Please note, there may be delays because of COVID.

I want to make changes to my order, what do I do?

Contact info@knowbeauty.com, we’ll do our best to accommodate your request.

How can I check the status of my order?

You can view order status on your Account page, which will be updated after your order is placed and again once your order ships. Just log in to your account or sign up for a new one and click the orders tab at the top to see the status of your order. 

Shipping

Do you offer free shipping?

We are delighted to offer complimentary standard shipping for all domestic orders over $35.

Where do you ship?

We ship to all 50 states in the United States, US Territories, and APO/FPO.

Do you offer international shipping?

Not at this time, but we hope to offer international shipping in the future. If you sign-up to receive our emails or follow us on Instagram, you'll be the first to know when we're able to ship internationally!

What shipping methods do you offer?

Due to COVID-19 precautions and higher shipping volumes, shipping carriers are experiencing delays across the U.S. Please allow additional time for your package to arrive. We thank you in advance for your understanding -- we are so grateful for your business. 

We offer:

- Standard Shipping (3-5 business days after fulfillment) for $7.95. Standard Shipping is free for all orders $35+. You may experience longer delivery times if you're shipping to Alaska, Hawaii, US Territories, and APO/FPO.

- 2-Day Expedited Shipping (2 business days after fulfillment). Order by 9am Pacific on business days. Shipping costs are calculated at checkout. The Bubbling Oxygen Mask and Pajama Party Bundle are not available for 2 day shipping.

What shipping carriers do you use?

We use UPS, DHL, and USPS, depending on your location and speed. UPS and DHL often handoff to USPS for the final leg of delivery to your doorstep.

Bubbling Oxygen Mask and Pajama Party Bundle Exclusions

The Bubbling Oxygen Mask and Pajama Party Bundle is not available to ship to Hawaii or Alaska and cannot be shipped with the 2-day shipping option due to air freight issues. We apologize for the inconvenience.

Refund Policy

What is the refund policy?

We do not accept returns on the DNA test. We will refund your order only if the order is cancelled before it has shipped.

Skincare Product Money Back Guarantee

We will honor exchanges or refunds within 30 days for Domestic Orders on a case by case basis. We understand skincare is a personal purchase. Sometimes an item is not right for you.

Customer Satisfaction‍ Guarantee 

If you are dissatisfied with your order, you may contact us by email at info@knowbeauty.com within 30 days of receiving your order. We offer refunds on a case-by-case basis. In lieu of a refund, we will send you the new product(s) to replace the ones you were unhappy with.

Why don’t you offer returns on the DNA Test?

To ensure health safety and accuracy of results, the contents of our kits must not be contaminated or damaged in any way. Once the kit is opened, our ability to offer a safe and effective testing experience is compromised and the kit cannot be reused. 

Can I make an exchange?

Yes–if there’s an issue with your product(s) we will happily replace it for you. Contact our customer care team at info@knowbeauty.com

I have a promotion code, gift card or credit, how do I apply it?

Initiate the check out process and enter your code in the box ‘Gift card or discount code’ to apply.

Skin Diagnostic

What is the Skin Diagnostic Test?

The Skin Diagnostic Test is a 1-minute quiz where we learn more information about your overall skin health, concerns, and goals for your skin regimen. We use this data to construct a customized regim that’s right for you. This test is not mandatory, but can give you more insight into the products that can help target your skin concerns directly. You can shop all of our products without taking this test as well. 

What do my results mean?

Your results indicate what products from our line are perfect for you. Based on the data given, our team constructs a customized regim that can help target your skin type, concerns and provide long lasting healthy skin. If you have any additional questions about what products are right for you, feel free to take our Skin Diagnostic Test, Skin DNA test, or email our team at info@knowbeauty.com. We’re here to help take the trial and error out of your decision making process. 


DNA Test & Privacy

What is the basis for the DNA Test?

The Human Genome Project was completed in 2003 and a group of scientists began uncovering the human skin’s unique genetic blueprint. In 2008, their research led to the discovery of 15 genetic markers that played a role in skin protection and premature aging.  Since then, an additional 17 genetic skin markers have been discovered, opening up a new era in personalized skin management.

This is a scientifically-based DNA test that examines 28 genetic markers (SNPs) in 7 categories associated with skin aging. Each category is graded on a proprietary scale.

How is the test scored?

The scale in the report is based on an algorithmic calculation and is used to visually represent genetic risk factors skin-aging processes. It is used as a way to classify the response of different types of skin based on various genetic outcomes and other external factors, including ethnicity and lifestyle factors.

I follow advice from skin-care professionals. Do I really need to take a DNA test?

Yes. The skin health insights from your DNA test can point you toward the prevention measures most suited to you. Even if you followed everybody’s advice to the letter, no one is able to accurately predict how your skin will age just by looking at you. If you’re overwhelmed with contradictory advice about what’s best for your skin; if you need motivation to maintain the long term health and quality of your skin; or if you just find it easier and more realistic to focus on areas where your skin is genetically weaker, then this test is a great resource. You no longer have to waste money guessing what works best for you!

What ages are best to take this test?

The DNA Test is for anyone ages 18+. It’s never too early or too late to focus on the future health of your skin. 

How is this test different from other forms of skin analysis?

While KNOW Beauty’s DNA Test  can be used as an analytical tool, it is the first to introduce solid predictability. Our ability to predict the future of the client’s skin based on their DNA forms the cornerstone of what this test is all about.

What does the DNA Test kit include?

The kit includes everything you need to collect your sample and send it back to us, including 4 swabs, a return envelope, and a prepaid shipping label. You’ll receive comprehensive test results reviewed by certified physicians, and KNOW Beauty personalized product recommendations.

How do I use my DNA Test Kit?

1. Register your kit by signing up for an account or logging into your existing account by clicking the person icon at the top right of the website. Once logged in, click Kit Registration at the top and register your barcode. 

2. If you haven’t completed the online skin diagnostic, you can do so in your account portal as well or by going here. 

3. Write your date of birth on the envelope.

4. Take the first swab and brush it firmly up, down, back, and forth on the inside of your cheek for 30 seconds. Let swabs dry before placing them in the envelope. Repeat the process with all 4 swabs. Make sure to use one swab at a time. 

5. Seal the envelope inside the original shipping box and stick-on the return shipping label provided. Drop it in a nearby UPS mailbox.


It should take 2 business days for your sample to arrive at the lab. Once the sample arrives, our scientists will analyze and upload your data. You’ll receive regular updates via email to keep you in the loop.  Once your results are ready, you’ll receive an email notification with a link to your recommended skincare routine. This regimen is based on 7 fundamental genetic categories - combined with your unique lifestyle factors - to create a solution that’s unique to your skin.

Do I need to complete the Skin Diagnostic?

Yes! Our network of physicians requires this information to approve and analyze your test results. Your answers to the additional questions help us to examine your qualitative attributes along with your test results to give you the best possible recommendations. Complete your Diagnostic here

How do I return my completed test kit to the lab?

Use the box your kit arrived in and the prepaid shipping label provided in the kit. Make sure to return via UPS, find your nearest location here.

How long will it take to get my results?

From the time you send back your kit it will take up to 12 business days to receive your results. This includes 2 days for shipping and 10 days to process at our lab for KNOW to review and make recommendations. We’ll let you know when your test has arrived at our lab. We’ll send you an email to let you know as soon as your results are ready.

How do you create my recommendations?

Our recommendations are based on scientific research and data on biomarkers that have proven impact on your skin, in combination with the expert guidance of our medical advisory board. We also take into account the information you provide during the registration process to ensure recommendations are personalized in the most optimal way for you.

What happens with my data?

Your data is used solely to provide personalized recommendations and information, and to enhance your experience. Your data is stored securely in your customer account and will never be shared or sold to a third party. Your privacy is of utmost importance to us, and you can request to have your data deleted at any time by submitting a request using our contact form. You can read our Privacy Policy here.

DNA KIt Terms & Conditions

-Test taker must be 18+ and reside in the U.S to purchase. 

-Tests not permitted for use in NY.

Community

Where can I find KNOW Beauty on social media?

You can find KNOW Beauty on Instagram, Facebook, Twitter, TikTok, We would love to have you in our community!

What are the community guidelines?

Here at KNOW Beauty we’re all about kindness, inclusivity, diversity, and respect. 

Kindness and respect.

We believe in being kind to ourselves and others. Comments that degrade any race, religion, gender, age, or abilities are not acceptable (or any comments that could be interpreted as such). Such comments will be moderated and possibly deleted. We have a no-tolerance policy for bullying, name-calling, or any negative or critical comment towards others. Instead, spread positivity, kindness and respect when engaging with our community. 

Inclusivity and Diversity

Everyone has a right to engage and participate in our community. We do not discriminate nor stand for discrimination towards personal appearance, race, ethnicity, religion, gender, gender identity, disability, or sexual orientation. 

If you violate these Community Guidelines, you will be reached out to by a member of our team. If these comments continue after having a conversation with our team, we will have to ban you from our social channels (which would not be fun for either party, so let’s all be kind and respectful!) 

How do I participate in Giveaways?

We host giveaways on our social media platforms so it’s best to follow us so you don’t miss out! Each giveaway will have a few specific steps you will need to follow in order to enter including but not limited to following our social media account, liking our post, tagging a friend, etc… Your account will need to be public in order to be entered. All giveaway contestants must be 18 years or older. Giveaways are open to residents in the U.S at this time. Winners will be contacted directly through our verified social media accounts. For your safety, we will never ask you to click on a link or for credit card information. 

How can I partner or collaborate with KNOW Beauty?

We’re so happy to hear you love healthy intelligent skin care as much as we do! Please send an email request to info@knowbeauty.com and a member of our marketing team will get back to you shortly! Thank you for your support! 

Is KNOW Beauty hiring? How do I apply?

We’re thrilled to hear you’re interested in joining our team! If we have any open positions, they will be listed on our LinkedIn account. Thank you so much and we look forward to learning more about you! 

Afterpay

What is Afterpay?

Afterpay is a service that lets you shop now, and pay later in four equal, interest-free installments when you pay on time. 

How do I start using Afterpay?

Just add items to cart and checkout as usual, then select Afterpay as your payment method. If you already have an Afterpay account, log in and complete checkout in seconds. If you’re new to Afterpay, you can sign up as you checkout by following the prompts. You’ll know if you’ve been approved within seconds, and your order will ship within a few days, as it would with any other form of payment.

You’ll pay for your order in four, interest-free equal installments when you pay on time, every two weeks. 

Are there extra fees if I use Afterpay?

There are no fees associated with your Afterpay order as long as installments are paid on time, according to the payment schedule (provided at the time of order approval). If you are overdue on a payment, Afterpay automatically applies a grace period (usually 10 days unless otherwise noted) without you having to do anything. Late fees are incurred if payment is not made within the disclosed grace period time frame.

How does the Afterpay schedule work?

When using Afterpay, your first payment is made at the time of purchase. The remaining three payments are then charged automatically to your selected payment method every two weeks in installments. If you would like to make additional unscheduled payments before they are due, you may log into Afterpay to make your payments early. Afterpay will then adjust the amount owed accordingly. You can log into your Afterpay account any time to view your payment schedule or make a payment before the next due date.

What if I can’t make an Afterpay payment?

If you can’t make a payment, you’ll be charged a late fee. For more details, please see Afterpay’s terms and conditions: Afterpay Purchase Payment Agreement 

When do my items ship if I use Afterpay?

Your items ship just as they would with any order, after your first Afterpay payment. You’ll receive a shipping confirmation email with tracking details once it ships. You can choose standard shipping or other shipping methods for an additional fee.

Where can I find out more about Afterpay?

If you have a question or concern about your Afterpay order or payment, please contact Afterpay support at info@afterpay.com. You can also find out more about Afterpay and visit their help page here.