Frequently Asked Questions
General Information
What is Soulcare?
Soulcare is not just one thing, it's everything. Learn more here.
What does clean beauty mean to Keys Soulcare?
All of our product offerings 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.
How can I receive information about Keys Soulcare and current promotions?
Please use the e-mail and text message 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!
Why am I not receiving emails from Keys Soulcare?
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.
How do I unsubscribe from Keys Soulcare?
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.
Product Information
What does dermatologist-developed mean?
Dr. Renée Snyder is part of the Keys Soulcare team and works closely with Alicia Keys on the formulation of every skincare product offering. She is certified by the American Board of Dermatology and also the co-founder of the clean beauty pioneer of WELL PEOPLE, part of the e.l.f. Beauty family of brands.
Where can I find your ingredients list?
While viewing a skincare, body care and color product, simply click the ingredient tab.
Are Keys Soulcare products vegan?
Some of our offerings are vegan. 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.
Are your products fragrance-free?
To comfort, clarify and balance the senses, most Keys Soulcare product offerings contain a very gentle, soothing fragrance that contains subtle notes of botanically-based ingredients like sage, oak milk, and palo santo.
Do you test on animals?
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.
Do your products contain gluten?
No, wheat or any grain-derived ingredients are not included in any of the products.
Is Keys Soulcare skincare good for sensitive, mature, or breakout-prone skin?
While our skincare product offerings 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.
Are your products safe for pregnancy?
Please consult your physician prior to making any new additions to your beauty routine.
Are the skincare products for diverse audiences/ethnicities?
Absolutely! We keep our consumers at the center of every body care, color, and skincare product we create. We formulate for the broadest range of skin tones, concerns, and skin types.
My Account
I forgot my password. How do I log in?
Just click on the "forgot password" link to trigger an automatic reset email. Reach out to customercare@keyssoulcare.com if you need additional help.
How do I change my email address?
Please log in to your account, click "edit" and change to the correct information.
Orders
Where can I buy Keys Soulcare products?
We are available on www.keyssoulcare.com, Amazon, and TikTok Shop. When purchasing, make sure you are buying from our verified and owned businesses.
What do I do if my coupon code doesn’t work?
Check to make sure that your order meets the requirements of the coupon code. Some codes can only be used by new customers, on orders above a certain subtotal, and/or cannot be combined with other codes.
If you're still having trouble, please email customercare@keyssoulcare.com and we will gladly assist you.
What if I forgot to enter my coupon code?
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.
What if the product I want is out of stock?
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!
How long will it take to get the order? How does it ship?
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.
Expedited shipping options are available at checkout for orders in the Continental U.S. only and will only be delivered on weekdays.
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.
May I cancel or adjust my order?
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.
What if I am missing products from my order or I received a product that was damaged?
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 30 days, or we will not be able to honor your request.
Special Offers
Free shipping on orders $50+
Receive free standard shipping on any order on www.keyssoulcare.com with a subtotal of $50 USD or more.
10% off your first order
Use code HIBEAUTIFUL for 10% off your subtotal on www.keyssoulcare.com. Offer is valid for first-time customers on their first purchase only, and cannot be combined with any other promotion, discount, or sale. Offer expires December 31, 2026. Other restrictions may apply; email hello@keyssoulcare.com for details.
15% off your first order
Sign up to receive marketing communications via email or SMS and receive a special code for 15% off your subtotal on www.keyssoulcare.com. Offer is valid for first-time customers on their first purchase only, and cannot be combined with any other promotion, discount, or sale.
Shipping & Returns
Where is my package?
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.
Can I expedite my order?
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.
What are your shipping costs?
We currently offer Free Shipping* on all U.S. merchandise orders of $50+. The free shipping discount applies to standard shipping.
*Free shipping valid on purchases made at keysoulcare.com only. Free Standard shipping valid on all purchases with a subtotal of $50 or more. Offer cannot be applied to previous purchases or the purchase of gift cards and cannot be redeemed for cash. Free shipping will be automatically applied to qualifying orders at checkout. Valid on shipments to the U.S. Territories, P.O. Boxes and APO/FPO only. Terms of offer are subject to change.
What is your current return policy?
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 (except as noted below) or exchanges.
Although we’ve have tried to accurately display the colors of our foundations and concealers on www.keyssoulcare.com, we understand that it may be difficult to color match these products online. If you’ve purchased our It's Like Skin 2-1 Skin Tint + Concealer online at www.keyssoulcare.com and you’re not happy with the color, you may request a refund within 30 days of the date of purchase.
To start a refund process for the products listed above, please contact our customer service team by email at customercare@keyssoulcare.com. We’ll refund, to the original form of payment, the price of the applicable product plus any applicable taxes. Please allow up to 10 business days for your refund to be issued.
Can I still get your products if I live outside the U.S.?
While we no longer ship internationally from our website, our products are available to ship internationally through Amazon.
Ask Our Dermatologist
Partners, Creators, and Collaborations
How can I become a lightworker?
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.
Do you take editorial submissions? Can I write for you?
At this time we are not accepting editorial submissions or pitches.
Do you accept submissions for products or services to feature in your editorial content?
We do not accept products or services in exchange for editorial coverage or a post. Our content is solely determined by our editorial team.
Can I advertise on your website?
We do not currently accept advertisers.
