New Products
Big Lil Air Fresheners
Big Lil Air Fresheners "Gift with Purchase"
Are Big Lil Air Fresheners recyclable?
Where can you place your Big Lil Air Fresheners?
How many Starface x DedCool Big Lil Air Fresheners are available?
How long do Big Lil Air Fresheners Last?
What are the Big Lil Air Fresheners made with?
Big Blue
Is Big Blue limited edition?
What comes inside the Big Blue compact?
When should I use Hydro-Star + Salicylic Acid over classic Hydro-Stars?
What is Salicylic acid?
How many times a week can I use the Hydro-Star + Salicylic?
Fruit Pack
What is Fruit Pack made of?
Where can you put Fruit Pack?
How does Fruit Pack compare in size to other patches?
Is Fruit Pack here to stay?
How many times can you use Fruit Pack?
How many patches come in each pack?
Treasure Hunt
Do I need to purchase Fruit Pack to use the free shipping code?
Can I use this promotional code on previous purchases or combined with multiple promotions?
Micro-Cloud
Why is Micro-cloud only available in the US?
What are microdarts?
How many patches come in each Micro-Cloud box?
How long can I leave Micro-Cloud on for?
Is the packing for Micro-Cloud recyclable?
Can I put my Micro-Cloud in my Big Yellow compact case?
Which spots should I use Micro-Cloud on?
What’s the difference between Micro-Cloud and Hydro-Star + Salicylic Acid?
What is Micro-Cloud?
Super-Sulfur Magic Mask
What does Super-Sulfur Magic Mask smell like?
What are the star ingredients and what do they do?
Where does Super-Sulfur Magic Mask fit into my routine?
How often can I use Super-Sulfur Magic Mask?
What skin type is Super-Sulfur Magic Mask best for?
Does Super-Sulfur Magic Mask have fragrance?
Is it normal to feel tingling while using Super-Sulfur Magic Mask?
Can I use Super-Sulfur Magic Mask on my breakouts?
Can I use Super-Sulfur Magic Mask with Exfoliating Night Water?
Can I use Super-Sulfur Magic Mask with other topical acne treatments?
What is Super-Sulfur’s shelf life?
My face feels a little dry after use, is this normal?
Clear As Day SPF46
What step in my routine, do I add Clear as Day SPF 46?
When should I wear sunscreen?
How often should I reapply?
Why isn’t my product coming out of the pump?
I think my product’s consistency has changed. Why is it coming out more watery?
Can I wear Clear as Day when I'm breaking out?
What skin type is this good for?
Is this water and sweat resistant?
Does it clog pores?
Is this a chemical or mineral sunscreen?
What’s the difference between chemical and mineral sunscreen?
Does this SPF have oxybenzone or octinoxate?
What are the active ingredients?
What does the Skin Cancer Foundation seal mean?
Is Clear as Day SPF 46 recyclable?
Is Clear as Day reef safe?
Outer Space Foaming Body Cleanser
Does the Foaming Body Cleanser have fragrance in it?
When can I use it?
Does this Body Cleanser help with body acne?
What are the star ingredients in the Outer Space Foaming Body Cleanser?
Why is Outer Space Foaming Body Cleanser packaged in a pouch?
Is the Body Cleanser safe for sensitive skin?
Clean Swipe
How many come in each box?
Can I reuse Clean Swipe?
Can I use multiple in one day?
Does this work on all skin types?
Is Clean Swipe Recyclable?
Can I use these with other stars, such as Hydro-star + Salicylic Acid?
Can I use these if I forget to apply my star before my other products?
If I am on the go and can’t wash my face, can I use these before applying stars?
My stars aren’t staying on my face/aren’t working?
What are the ingredients in the solution in Clean Swipe?
Hydro-star + Salicylic Acid
What is Salicylic Acid?
Is it safe to use with Night Water?
Why can I only use these 1-3 times per week?
When/Why you should choose Hydro-Star + Salicylic Acid over OG Hydro-Stars?
What is Hydro-Star + Salicylic Acid's Shelf Life?
XL BIG STAR
How many come in each pack, if only two come on each sheet?
What should this be used for?
Is it safe for sensitive skin?
How long should I keep XL Star on for?
Will they fit in my Hydro-star (Big Yellow) Case?
What’s the difference between XL Star and Hydro-Stars?
Can I use XL Star on a cluster of pimples?
The stars aren’t sticking, what should I do?
Cloud Face Queries
Where is the cotton sourced?
Is Cloud Face produced in an ethical environment?
Does Cloud Face meet the Better Cotton Initiative standards?
Black Star
Promos/Gift with Purchase
Big Lil Air Fresheners GWP
I already placed my order, but now you have a discount, can I still get it?
Product
Does Starface use Parabans?
Is it safe to use your products while pregnant or nursing?
What is the pH level of the Space Wash facial cleanser?
My Glow Stars aren't glowing. What's wrong?
How can I find out more information about a product?
What skin types can use Starface?
Will my product melt/dry/freeze/expire/etc.?
Do you test on animals?
Can I put foundation or concealer on top of my Hydro-Star?
How long can I wear my Hydro-Star?
When will I see results after using the Hydro-Stars?
Can I use the same Hydro-Star twice?
Is Starface safe for kids?
Where does Starface fit into my skincare routine?
Can I sell the products on my own website?
Do you ship your products in unit cartons?
Can I still use the product if the seal is broken?
When I shake the bottle, I don’t hear anything inside
No product is coming out of my MoM
Does Moisture on Mars contain any metals?
Shipping
What’s the deal with delivery timing?
Where does Starface ship?
How long will it take to ship to Alaska, Hawaii, and Puerto Rico?
I’m having issues with tracking, what gives?
I think I lost my package, what now?
Can I get Starface IRL?
Returns and Exchanges
How long after I receive my order can I report an issue?
What’s your refund policy?
How long does it take to process a refund?
What should I do if I receive the wrong product?
Can I return or exchange my order?
Billing Category
When will my credit card be charged?
What forms of payment do you accept?
What can I do if my payment is declined?
Order Questions
How can I cancel or update my order?
How can I check the status of my order?
How can I change my subscription?
Oops, I entered the wrong address. Can I go back and edit it?
Can I choose to ship my order in a pride box or a regular box?
Account Information
Do you offer a subscription?
How do I manage my subscription?
How do I cancel my subscription?
Can you change my account/card information for me?
Loyalty And Rewards
What is Starface Rewards?
Does it cost to join?
How do I become a rewards member?
How does Refer a Friend work?
What do I get for being in each VIP Club tier?
Can I earn points for purchases I made before joining the program?
I have multiple email addresses, can I combine my points?
Can I transfer my points between the US, Canada, and UK sites?
If I cancel my order, do I lose points?
I can't see my latest points on my account
Do you offer birthday rewards for members?
Will I get free shipping?
I forgot to login at checkout! Can my points be added to my account?
I submitted a review but didn't get any points
Can I lose my tier status?
Do my rewards expire?
Student Beans
Commitments, Sustainability, and Legal
Other Qs
- All Categories
- Loyalty And Rewards
- Can I lose my tier status?
Can I lose my tier status?
Updated
by Louisa Tsai
Once you enter a new tier, you'll be in that tier for 12 months. If after 12 months you don’t earn points to retain your tier, you will be downgraded to the tier that matches your points earned within the last 12 months.
For example, if you entered a new tier on September 1st, 2021, you will retain that tier until September 1st, 2022, but will be downgraded if you have not earned any more points within the 12 months.