Frequently asked
Questions, answered.
eU· AI curatorIf it is about a formula, ask me; I read the label before I answer.
The short answers on shipping, returns, payment, samples and eU. Anything else, write to us and a person answers.
Orders & shipping
Where do you ship?
Within the United States. Every order leaves our own warehouse in Valley Stream, New York.
How long does it take?
We pack within 2 business days. Standard then takes 3–5 business days in transit; Express takes 1–2 business days.
Your shipping email carries the live tracking link the moment it leaves.
How much is shipping?
Standard is $8, free over $70. Express is $15. The checkout shows the exact figure before you pay.
Can I change or cancel an order?
Write to hello@eumorph.com with your order number as soon as you can. If it has not left the warehouse we will change or cancel it; once it has shipped, the return applies.
Returns
Can I return something?
Yes: unopened, within 30 days. Write to hello@eumorph.com with your order number and we will send you the next step.
What if it arrived damaged or wrong?
Write with your order number and a photo. We will make it right, and we will want to know what happened.
What about opened products?
Returns are for unopened items, within 30 days. If a formula did not suit you, tell eU what happened; she will read your reaction against the file and suggest where to go next.
Payment
How do I pay?
Major cards, Shop Pay, Apple Pay and Google Pay, through Shopify’s secure checkout.
Do you see or store my card?
No. Payment is taken by Shopify’s checkout, the same one behind millions of stores. We never see or store your card.
Do prices include tax?
Prices are shown before tax. Sales tax, where it applies, is calculated at checkout from your address.
The shelf
Is everything authentic?
Yes. We own every product on this shelf; it sits in our own warehouse and ships from there. Nothing is drop-shipped to you from a stranger. See the Authenticity page for the details.
Do I get samples?
Free samples with your first order: 2 deluxe samples, while supplies last.
Where does it ship from?
Our warehouse in Valley Stream, New York. Our own team packs every order.
eU & The Circle
Who is eU?
eU is our curator: an AI, running on Anthropic’s Claude, that reads each house’s own facts before she recommends a piece: the full ingredient list, how to use it, who it is for. Ask her about a product, an ingredient or a routine in the chat on any page.
She is an AI, not a person, and she will tell you so.
What happens when eU is resting?
eU answers a set number of questions a day. When she is resting, a person answers at hello@eumorph.com within one business day.
What does she remember?
What you tell her, when you ask her to keep it: your skin, your week, what you have asked before. Nothing is kept without your say, and you can ask her to forget it.
Is it medical advice?
No. eU reads formulas and the house’s own notes; she does not diagnose or treat. For a condition, see a dermatologist. Always patch-test a new formula.
What is The Circle?
A free membership. You join with your email; there is nothing to buy and nothing to renew. Members hear first.
Not here? A person reads every message at hello@eumorph.com.