FAQs
Need more help?
Reach out to us with any questions you may have at help@theoutset.com.
Our team will get back to you within 2 business days.
Orders & Payment
Orders are typically processed within 48-hours of receipt during normal business hours, and orders received before 12pm EST typically process and ship within the same day.
Any order received after the cutoff time will be processed the following business day.
Please note that purchases are subject to bank authorization prior to processing.
Once your order is placed, you will receive an email with the details of your purchase. When your order has been fulfilled, you will receive an email shipment confirmation with tracking information. You can also view the status of an order by logging in to your account and selecting Order History. If you have any questions or concerns, please contact our customer service at help@theoutset.com and have your order number available.
You can only use one promo code at checkout.
Yes, we are required by law to collect state sales tax.
We accept Visa, Mastercard, Discover, American Express, PayPal, Apple Pay, Shop Pay, Google Pay, and Afterpay.
Unfortunately, we cannot accept CODs, personal checks, money orders, layaway, or credit cards with billing address outside the United States.
If your payment did not go through, first check that your card's billing address and security code match what you have entered in our system.
Occasionally, orders or parts of an order are cancelled by our system for various reasons. Your item(s) may not be available, or there may be an issue in processing your shipping, billing or payment information.
If your order is cancelled, you will receive an email notice alerting you to the cancellation. You will not be billed for any cancelled items, however please allow several business days for the refund to process. If you are interested in placing a new order or if you have questions about a cancelled order, please contact us.
Please note: All purchases are subject to bank authorization prior to processing. Only authorized purchases may be processed and shipped.
At The Outset, we understand how important your online security is. We implement various security measures in accordance with industry standards to protect your personal information, both online and offline. The information you provide will not be given to any third party. You can view our Privacy Policy and Terms of Use, or if you have any questions, please contact us at help@theoutset.com.
You can buy our products on our website, Goop, Heyday, Nordstrom, and Sephora.
If you would like to sell The Outset products please reach out to help@theoutset.com
No, our orders go directly to the warehouse for shipping and therefore shipping addresses cannot be changed once an order is placed. Please ensure all information is correct before you check out.
Shipping & Returns
Shipping within the United States
The Outset offers Free Ground Shipping for all orders over $40. We ship to locations in the United States, U.S. Territories, P.O. Boxes, and APO/FPO Addresses. Orders being sent to P.O. Boxes, APO/FPO addresses, Alaska, or Hawaii must be shipped via the United States Postal Service ground shipping and cannot be shipped via express shipping.
Shipping outside of the United States
The Outset ships to Australia, Europe (excluding Ukraine and Turkey), North America, South America (excluding Chile) and The United Kingdom. Standard shipping time is 8-13 business days. Orders outside of the United States cannot be shipped via express shipping. All shipping, duties & taxes are reflected at checkout and you will not be charged additional fees upon delivery.
For subscription orders placed outside of the United States, you will be charged the applicable shipping, duties and taxes with each order.
*If you order to Argentina or Brazil, your tax ID may be required upon package arrival
For questions, please reach out to help@theoutset.com
Shipping within the United States
The Outset offers Free Ground Shipping on all orders over $40. We ship to locations in the United States, U.S. Territories, P.O. Boxes, and APO/FPO Addresses.
Once it ships, your order should arrive in 5-7 days when shipping to the continental U.S.
We also offer UPS express shipping for $15 which typically arrives in 1-2 business days.
Orders being sent to P.O. Boxes, APO/FPO addresses, Alaska, or Hawaii must be shipped via the United States Postal Service and cannot be shipped via express shipping.
Shipping outside of the United States
Standard shipping time is 8-13 business days. Orders outside of the United States cannot be shipped via express shipping.
At The Outset, we are committed to making products that are proven to work and we want you to be completely satisfied with your purchase. If you are not totally satisfied with your purchase, please begin the return process here.
We are only able to assist with orders placed on TheOutset.com. We do not accept returns from APO/FPO addresses.
Return Policy
We happily offer free returns on purchases from TheOutset.com within 30 days of the shipment date.
*Only valid in the United States. We do not accept returns from outside of the United States.
Please begin the return process here.
If you receive the wrong product, please reach out to our customer support team at help@theoutset.com.
Please reach out to our customer support team at help@theoutset.com and we'll be happy to help.
My Account
Registering to set up an account takes just a few minutes, but will save you time when you shop with us.
You'll also enjoy many benefits when you register for an account, such as receiving invitations to exclusive promotions and events, special offers for free samples or free shipping, quick and easy checkout, and convenient re-orders from your past purchases.
To create an account, simply click on the 'log in/register' link in the top right corner of the webpage. Click on 'register now', and you will be brought to another page where you can enter all of the information necessary to create your account.
If you're having trouble logging in to your account, please contact our customer service team at help@theoutset.com.
Subscription
The Outset's Subscription service is the easiest way to get your products delivered on your schedule, making sure you never run out of the essentials. Select the product that you would like to purchase, select 'Subscribe and Save' along with your desired delivery frequency, and checkout. From there, we'll make sure your products are reordered on time. For a limited time, we're offering 20% off free shipping on your first subscription order, then 10% off free shipping on all following subscription orders. You can adjust, skip or cancel at any time.
If you use the recommended amount of any of our products, the full size should last you around 45 days. However, you have the option of selecting 60, 75 of 90 days based on your personal use of the products.
Yes, you can choose to skip a delivery at any time. Navigate to your subscription account and go to 'upcoming orders.' From there, select the subscription order you would like to cancel and select the option at the bottom of the page. If there is more than one product in your subscription, you must select the individual item you would like to cancel.
Yes, you can choose to skip a delivery at any time. Navigate to your subscription account and go to 'upcoming orders.' From there, click into the first upcoming order, then click 'skip this order' at the bottom of the page.
Yes, you can change the frequency of your subscription by clicking into 'subscriptions,' then updating the order frequency on that page.
Yes, you can add either a one time product or another subscription to an existing order. Navigate to 'subscriptions' and click 'add a product.' From there, you can select a product to add as either a recurring order with 10% off, or one time order.
You can update your shipping address by clicking into 'shipping addresses' then adding your shipping address and clicking next. You must use an associated payment with the new address. If you would like to add a new payment method and billing address, you will need to place a new order.
Any adjustment to your subscription order must be made by 5PM ET the day before your order is set to renew.
At this time, we do not allow other discounts to be used with a subscription order, but we do offer 10% off all recurring orders!
You will be charged for your subscription on the renewal date of your next order.
Product
The Outset breaks free from overcomplicated, trendy skin routines. We help you find freedom in the uncomplicated with reliable and effective products that elevate your everday. Our consciously clean formulas are gentle enough to use every day and nourish today's skin to preserve it for the future, all without harsh ingredients that strip the skin. Inside every product is our signature Hyaluroset(TM) Complex, a botanic alternative to hyaluronic acid sourced from the seeds of the Cassia flower. All of The Outset's products are allergy and dermatologist tested, vegan, cruelty free, and free of sulfates, phthalates and parabens, so we're perfect for all skin types, including sensitive.
Our products are suitable for all skin types, including sensitive. At The Outset, it is important for us to make our products as universal as possible by formulating without common ingredients of concern that may cause irritation, included fragrance, gluten and nut allergens, parabens and phthalates.
We formulate with botanical extracts and oils combined with safe synthetics to help minimize our impact on the planet.
The Outset is leaping bunny certified and does not test our products or the ingredients used in our products on animals.
Our products are all vegan and gluten free.
Yes, most of our products are clinically tested to be non-comedogenic. We have not conducted testing on the the Eye Cream since it is a very targeted formula.
All of our products are paraben free.
Although our products are gentle and do not contain any known contraindications, please always consult your doctor if you have any concerns.
Yes, we use safe preservatives to ensure efficacy and shelf stability.
Our packaging comprises of a mix of post-consumer recycled material, recyclable glass and bio-resin derived from sugarcane where possible. We are constantly looking for new ways to incorporate more recyclable and post consumer materials into our packaging that won't compromise product efficacy or safety. Learn more about our packaging here.
Unopened products are good for 2 years. Keep your products in a clean, dry place. After opening, we suggest to use your products within 6 months.
You can learn more about our products on their individual product pages. If you have any other questions, you can contact us at help@theoutset.com.
If an item selected is temporarily out of stock at the time of your order, you will not be able to add the item to your cart. By signing up for our emails, you'll be the first to know when an item you're looking for will be back in stock.
If you create an account, you will be the first to hear about special offers for free samples.
Hyaluroset™ Complex
Sourced from the seeds of the Cassia flower, Hyaluroset™ Complex is our signature ingredient inside every product. It acts as a botanical alternative to hyaluronic acid to nourish, plump and smooth the skin.
Hyaluroset™ Complex acts as botanical alternative to hyaluronic acid. Both are high-molecular weight polysaccharide which acts like a magnet to bind moisture to the skin.
Hyaluroset™ Complex is our signature botanic alternative to hyaluronic acid that is derived from the seeds of the Cassia flower that delivers intense and long-lasting moisture to nourish, plump and smooth.
3-Step Regimen
Our everyday, three-step regimen works together to reset, fortify and nourish, taking away the struggle of a complicated routine. It's packed with antioxidants, healthy vitamins, and long lasting hydration. Every product features our Hyaluroset™ complex, a botanical alternative to hyaluronic acid. Repeat the routine morning and night for plumper, more hydrated skin.
Although our products are formulated to be gentle and do not contain any known contraindications, please always consult your dermatologist if you have any specific skin concerns.
Although our products are formulated to be gentle and do not contain any known contraindications, please always consult your dermatologist if you have any specific skin concerns.
Yes, the everyday, three-step regimen is packed with antioxidants, healthy vitamins, and long lasting hydration to help balance the skin and are non-comedogenic. However, please always consult with your dermatologist if you have major skin concerns.
We recommend trying all of our products! However some of our team favorites are the Prep Serum formulated to lock in vegan collagen to smooth and plump the skin. We also love our Day Moisturizer and Night Cream, both backed with ingredients to restore suppleness and help protect the skin from pollution and free radicals which all contribute to signs of aging.
Behind the Brand
Yes, Scarlett Johansson is the founder of The Outset. Scarlett wanted to create and represent a brand that felt true to her and make products that work for even the most sensitive skin.
The Outset literally means ‘from the start’, or ‘at the beginning’. Our founders created this brand for anyone who wants to begin again, no matter where they are in their skin journey.
Yes! The line is inspired by Scarlett's consistent routine of cleansing, prepping and moisturizing to keep her skin healthy, balanced and camera-ready. Scarlett incorporates all of The Outset's product into her skincare routine, and her favorite product is the Restorative Niacinamide Night Cream!
Need more help?
Reach out to us with any questions you may have at help@theoutset.com.
Our team will get back to you within 2 business days.
