FAQ

General Information
Learn about us. Soulcare is not just one thing, it’s everything. Learn more here.
If you’re a positivity practitioner who spreads good vibes — you’re already a lightworker! Lightworkers featured on our site are sourced by our editorial team on an ongoing basis. Post your own lightworker story on Instagram with #KeysSoulcare so we can celebrate you. We love to highlight lightworkers on our social channels!
At this time we are not accepting editorial submissions or pitches.
We do not accept products or services in exchange for editorial coverage or a post. Our content is solely determined by our editorial team.
Our Keys Soulcare editorial team highlights products or services that we’re excited about, and we think you will be too. Any commissions earned are donated directly to The Happy Org, a youth-founded and led 501(c)(3) organization that promotes youth empowerment through holistic education.
Yes! In line with Alicia’s passion for lifting up others, Keys Soulcare will donate a portion of profits to The Happy Org non-profit organization.

On Earth Day, we have teamed up with the National Forest Foundation to plant 10,000 trees in the U.S.
We do not currently accept advertisers.
Just click on the "forgot password" link to trigger an automatic reset email. Reach out to customercare@keyssoulcare.com if you need additional help.
Please log in to your account, click "edit" and change to the correct information.
Please use the e-mail signup form on the bottom of any page on the site. You will then receive all current information about our new products, and any current promotions!
Please be sure to check your junk/spam folders, and add "hello@e.keyssoulcare.com" to your safe senders list. If you are still not receiving emails, please contact us at customercare@keyssoulcare.com so we can help.
If you do not wish to receive communications from us about special offers and promotions, you can opt-out of receiving these communications by following the instructions contained in the messages you receive. Even if you opt-out of receiving these messages, we reserve the right to send you service announcements and administrative messages. We do not offer you the opportunity to opt-out of receiving those service or administrative communications.
My Account
The creation of an account will allow you to interact with the Keys Soulcare community and receive exclusive benefits.
On the top right of the website click on the account icon. You will be directed to a page where you can create an account. All you need is your name, email and a password. Don’t worry about filling out the rest of your account information right away—shipping, billing, and address can be provided later.

When you have finished shopping and have placed all items in your shopping cart, proceed by clicking "checkout", at this point it will prompt you to create an account with Keys Soulcare. If you have problems creating an account, please contact customer service at customercare@keyssoulcare.com.
Signing up is easy. Simply create an account on the site or during checkout and start earning points.
Earn points for every purchase online and offline. Also, explore the site and earn points for engaging with content. See more details here.
To reedeem rewards, log into your account and click view your Soulcare Rewards from the dashboard. Click on the reward that you would like to redeem.
Your reward code will auto apply to your cart. If you cart is empty, you’ll need to add items to cart before you can apply your reward.
If you redeem a reward when your cart is empty, copy the code from your reward history and paste it in the shopping bag coupon code section.
Ordering
Please email customercare@keyssoulcare.com and we will gladly assist you.
Please click on the details button on our home page for information on the current promotional codes and whether they can be combined.
Please contact customer service at customercare@keyssoulcare.com. As long as your coupon is applicable, we can apply it to your order. If your coupon is for a free product and your order has already printed for shipment, unfortunately, we will not be able to include it with your order. Please note that generally only one coupon code may be applied per order.
If a product you want is out of stock, be sure to add yourself to the waitlist located on the product item page. You will be among the first to know when it becomes available!
We currently accept the following methods of payment:

Credit Card – we currently accept all Visa, MasterCard, American Express, and Discover credit cards from the United States. We do not accept pre-paid credit cards.

Debit Cards – All debit cards with a Visa or MasterCard logo may be used from the United States.

PayPal - please click on the icon at the checkout page and follow the instructions.

At this time keyssoulcare.com does not accept money orders, checks, or cash on delivery (COD).
Afterpay is available on orders $35+. To use Afterpay, proceed through Checkout and in the Billing section, select the Afterpay option as your payment method.

For more frequently asked questions related to this service, please click here.
To checkout using PayPal, please do not log into your account first. Put all your items in your shopping cart and when you proceed to checkout you will then be prompted to log in. Please click on the PayPal logo at the bottom of the screen and follow the directions when you are redirected to the PayPal site.
We apologize for the technical difficulties you have encountered attempting to place your order with Keys Soulcare. Please log in to your account after one hour and see if your order is there. To speak with a customer service representative, please e-mail us at customercare@keyssoulcare.com.
If you are unable to complete your order due to an error message saying that your address is invalid, please try to abbreviate your address, or place a portion of your address in the field next to your last name. There is a maximum of 29 characters allowable in the "address" and "suite or apartment number" fields. You may place some information next to your last name. Also please check that your zip code and your complete address is correct. If you are still having difficulties, please contact us at customercare@keyssoulcare.com for further assistance.
We charge sales tax on all orders shipping to the United States (except - AK, DE, MT, NH, and OR).
  • Add the items you wish to purchase to your shopping cart
  • At checkout, enter the gift card number and pin in the fields provided
  • Purchase your Keys Soulcare offerings
Yes, e-gift cards are currently available in the United States. Click here to see all of our gift card questions.

Click here to read our gift card Privacy & Terms.
Product Information
Dr. Renée Snyder is part of the Keys Soulcare team and works closely with Alicia Keys on the formulation of every skincare offering. She is certified by the American Board of Dermatology and also the co-founder of the clean beauty pioneer of W3LL PEOPLE, part of the e.l.f. Beauty family of brands.
Our samples vary in size. They are approximately 1 to 6 grams and provide 1 day of product use.
While viewing a product, simply click the ingredient tab.
Some of our offerings are vegan, and are noted as such on the product detail page. We never test on animals and are proudly cruelty-free. The only animal ingredients or by-products used in select products are beeswax and Manuka honey.

Keys Soulcare is also an approved PETA participant. To learn more, please visit peta.org.
To comfort, clarify and balance the senses, most Keys Soulcare offerings contain a very gentle, soothing fragrance that contains subtle notes of botanically-based ingredients like sage, oak milk and palo santo. The Reviving Aura Mist and Harmony Mask do not contain any added fragrance, and our Skin Transformation Cream is available in a fragrance-free version.
We never test on animals and are proudly cruelty-free. The only animal ingredients or by-products used in select products are beeswax and Manuka honey.

Keys Soulcare is also an approved PETA participant. To learn more, please visit peta.org.
Yes, wheat or any grain-derived ingredients are not included in any of the products.​
All of our products are soulfully formulated with ingredients that have your health and safety in mind. We exclude parabens, phthalates, sulfates, formaldehyde, nonylphenol ethoxylates, triclosan, triclocarban, toluene, coal tar, lead, mercury, acrylamide and hydroquinone, and over 1680 ingredients per the European Union Cosmetics Regulation list.
While our products are formulated for all skin types, your health and safety are our top priority. We are committed to transparency and our goal is to empower you with the information you need regarding your self-care. If you have any questions about ingredients, please review the ingredient listing on each product page or email customercare@keyssoulcare.com.
Yes, but please consult your physician prior to making any new additions to your beauty routine.
Absolutely! We keep our consumers at the center of every product we create. We formulate for the broadest range of skin tones, concerns and skin types.​
Shipping & Returns
2-Day is a flat fee of $24.95. You will be able to change your shipping method prior to placing your order. Expedited orders will be shipped via FedEx. Please note that FedEx does not deliver on weekends or holidays. Please allow an additional business day for processing. Please note that orders placed after 11 AM, eastern standard time, will not be processed until the following business day and overnight orders placed on Fridays will not be delivered until Monday. Unfortunately, orders to Hawaii, Alaska, Puerto Rico, Guam, APO, FPO and P.O. Boxes are not able to be expedited.
Flat rate of $7.95. Any order over $50 will receive free shipping. Special shipping offers apply to U.S. orders only. For the latest shipping rates, see our shipping details page.
Of course! keyssoulcare.com ships internationally to 20+ countries and more coming soon. Learn More
Yes. The weight of the items ordered do not have an impact on shipping cost.
We value you as a customer and your satisfaction is very important to us, please note that we will gladly replace any item that may have been damaged during shipping. We apologize, but due to the nature of our products, we are unable to offer any returns or exchanges.

If there is a problem with your purchase, contact our customer service team by email at customercare@keyssoulcare.com.
Click on the tracking number in your order confirmation email. You will also receive a confirmation e-mail when your order is shipped. In the event your product was damaged or missing, please contact us at customercare@keyssoulcare.com.
Standard shipped orders within the Continental United States will be delivered within 4-6 business days after placing your order.
Please allow up to 4 weeks for orders to Alaska, Hawaii and Puerto Rico to arrive. Standard shipped orders to the US are charged a flat fee of $7.95. Please see our shipping page for more details. If your order is $50 or more after discounts and before shipping, the $7.95 will be waived.
Expedited shipping options are available at checkout for orders in the Continental U.S. only and will only be delivered on weekdays. 2-Day is a flat fee of $24.95.

You will receive an e-mail with tracking information when your order is shipped. Please note that it may take up to 2 business days for you to be able to track your order and for FedEx or USPS to update their site. Please ensure that your delivery address is correct before paying for your order. We are unable to take responsibility for the delay or loss of a parcel where incorrect or incomplete delivery details have been provided.
We apologize, once an order has been placed we are not able to cancel or adjust it. Please be sure to check your order before it is placed to make sure it is completely accurate.
Please contact us at customercare@keyssoulcare.com. Missing items that are in stock will be reshipped if a refund has not been issued. Backordered and or damaged products will be fully refunded. Please be sure to contact us within 90 days, or we will not be able to honor your request.
We apologize, however we are unable to edit orders once they have been placed because orders are immediately transmitted to our shipping department. Please be sure to check your address before your order has been placed.