FAQ
Q: How do I use my coupon?
A: If you received a coupon with purchase and would like to redeem, please continue shopping and you will be asked to enter the coupon code upon checkout.
Q: Do you ship outside the 48 contiguous states?
A: Yes, we ship outside the 48 contiguous states and increased shipping rates apply and are calculated upon check-out. You will be able to see shipping charges before submitting your order.
Q: Can I return a product?
A: A full refund will be made in the form of the original payment if items are returned within 30 days of the purchase date. For items returned more than 30 days after the purchase date, we offer an exchange of product.
Q: Do you test your products on animals?
A: No.
Q: Do you use natural ingredients in your products?
A: Yes and in abundance. Onsen’s micro water is in and of itself an active ingredient, our patent pending technology transforms the water into anti-oxidant water solution that delivers vitamins, minerals and bio marine extracts deep into skin layers. Shichi Complex, for example, is an Onsen’s proprietary complex containing seven minerals derived from rare bio marine extracts known to have healing properties
Q: Do your products contain SPF?
A: No, our products work best if applied prior to applying an SPF to protect skin from harmful UV rays. Sun screen protects the skin by covering pores so it’s best to apply it after skin received proper nutrients and hydration
Q: Why does the product I received (e.g. Truth Serum) look different than the one on your website?
A: Our packaging was recently redesigned
Q: Why do I need to buy the entire system? Can one work well without the others?
A: Yes, each product works on its own, but results are magnified when products of the same system are used together. Remember our systems are specifically designed to support , rejuvenate and spark your skin’s natural regeneration process, just like the wrong diet, your skin will need some time and consistent care to balance and restore. You will experience dramatic results immediately and long lasting results over time and with focused care. If, for example, your skin is aging or you have issues with delicate skin around the eye, or uneven tone then use two or more of the systems and create a daily and weekly ritual around them.
Q: When is the best time to use the Pure A Peel?
A: It’s best to use it in the evening or before bedtime. If you use heavy makeup on a daily basis however, this amazingly gentle yet powerful formula can be used up to twice a day. Onsen’s active micro water allow for deep cleansing action that doesn’t irritate the skin and keeps it clean to avoid breakouts or acne
Q: Why is it important to use the entire Face Care system? Can’t I just buy the one product I like?
A: The face care system was carefully designed to provide skin with a complete treatment. The active ingredients in each product are pure and potent on their own but will produce faster and better results if used together. We also created the system in such a way that using all three products takes no more than three minutes. If you are on a tight budget, try Onsen ToGo face care.
Q: What is the difference between The Eye Relief and Truth Serum?
A: Truth Serum is best to use in the morning, it goes on light and absorbs super fast to allow the application of makeup. It also protects and prevents all day. The eye relief cream is best to use at night, where it will slowly repair, restore and replenish relaxed skin cells.
Q: For aging skin, is it best to use both Ageless Illumination and True Hydration at night?
A: It is not necessary to use both. It’s best to use the lighter textured True Hydration in the morning, supercharged with Onsen’s AM powder then use the Ageless Illumination, also fortified with Onsen’s PM powder at night. You will see dramatic results within two weeks or less
Q: How often should I use the scrub?
A: The scrub is light textured and can be used daily
Q: I have very dry skin; do you recommend using the Skin Deep Body Butter in place of the Skin Deep Body Lotion?
A: It is not necessary. The Skin Deep Body Lotion may appear light in texture and goes on even lighter but it is part of Onsen’s water technology products so it hydrates deeply; used regularly, it will dramatically improve the tone, elasticity and vibrancy of dry skin. Use the Skin Deep Body Butter to spot treat extra dry areas such as your heels, elbows and knees or for an enjoyable foot massage.
Q: How do I redeem the free replacement strips?
A: The free replacement strips can be redeemed online, please click here to find out how.
Q: Are the products in the Onsen To Go systems smaller in size and fill than the full system?
A: They are smaller in size but not in fill. We wanted to make sure our customers experience the same results by altering their skincare regimen over time so we kept the quantity of product you receive the same. We are using less costly packaging and passing the savings plus convenience over to you.
Q: What kind of skin problems can the powder help correct?
A: Fine lines, wrinkles, saggy skin, dark circles and puffiness under the eyes, mild breakout.
Q: How long will each tube last?
A: It depends on how often you use it and whether you blend it to supercharge other products. On average it should last 60 days or more.
Q: When I blend the powder to supercharge the moisturizer or eye cream, is it best to add it to the cream or the other way around?
A: It’s easier to add the powder to the cream or moisturizer then blend or alternatively, put both next to each other and then blend. If you apply the powder first, it may emulsify sooner than you can add the product you are blending it with.
Q: I bought the Onsen Anti Aging system for restoration and repair and the Face Care system for daily maintenance and prevention; since they are all masks with different functions, how often or when should I use the C Delight, Pure A Peel and Defying Gravity?
A: The Pure A Peel can be used daily. Use the C Delight twice or three times a week for the first couple of weeks and then once weekly after that. Defying Gravity can be used once a week. All three are best used at night time and when you take a few minutes to quiet down and relax.
