FAQs

TRUE STORY.® products contain nature-derived ingredients that are boosted by technology. The science part may be complex, but the goal of each product is very straightforward - to give you a glow.  Every step of the formulation process is intentional and mindful, producing effective, biocompatible skincare products.  Best of all, our products are cruelty-free, vegan, and fragrance-free.

While TRUE STORY.® does utilize powerful, nature-derived ingredients, it is more important for us to create dermatologist-tested and effective products. Thus, TRUE STORY.®products contain both natural and synthetic ingredients. It is a common misconception that natural is good while synthetic is bad. In reality, there are lots of natural ingredients which are irritating and harsh on the skin, while there are also synthetic ingredients that are necessary for product formulation. We thoughtfully formulate products using skin-friendly ingredients regardless if they are natural or synthetic. 

All of TRUE STORY.®’s products are formulated and manufactured in Sydney, Australia.

TRUE STORY.® products are formulated for all skin types. Our products are especially designed and formulated to be suitable for even the most sensitive types of skin. However, we still recommend consulting with your dermatologist and/or conducting a home patch test.

The second you apply each of our products, you can expect your skin to have immediate hydration, moisturization, and a layer of protection. Over time, these skin benefits are further enhanced. To learn more about each of our products’ immediate and long-term benefits, read through the individual product descriptions.

Though TRUE STORY.®’s ingredients do not contain gluten, our products were not produced in a dedicated gluten-free facility. No, TRUE STORY.®’s products were not produced in a dedicated gluten-free facility. If you have an intolerance or allergy to gluten, we recommend consulting with your physician about this. 

Yes, TRUE STORY.®’s products are non-comedogenic. All our products have undergone dermatologist-testing with clinical trials on human volunteers to test its suitability. Our product formulas are fragrance-free, gentle and suitable for those with sensitive skin.

Yes, TRUE STORY.® products are free of animals and animal-derived ingredients. 

Yes, TRUE STORY.® products are not tested on animals. 

No, our products are fragrance-free to make them suitable for those with sensitive skin.

Our sunscreen, Skinvisor, is a mineral sunscreen and is reef-safe. 

Yes, all of our products are paraben-free.

While our products are effective on their own, using them alongside retinol should not be an issue. In fact, the use of an all-mineral sunscreen, like Skinvisor, while using retinol products is highly recommended.

All the ingredients are listed in each products’ individual pages. The full ingredients list is also printed on our products’ individual boxes. To learn more about our key actives, you can read through Dossier.

Though each of our individual products bring immediate skin improvements, we recommend getting the full set. Using The Total Glow-Up Set will deliver the best results. 

All of TRUE STORY.®'s products are packaged in an airless pump bottle, which helps preserve their shelf life. To maximize the efficacy of your True Story products, we recommend using them at their peak condition, which is within the Period-After-Opening (PAO) indicated on the product packaging.

We recommend storing TRUE STORY.® products at room temperature and away from direct sunlight. We also recommend putting the bottle cap back on after use. 

If you use the products as directed on the bottle, you can expect your TRUE STORY.® products to last for about 30-45 days. 

Yes, TRUE STORY.®s products are dermatologist-tested and non-comedogenic.

As of now, we only offer a standard 50mL bottle for all our products. The good news is that our 50mL bottles fit most airline liquid carry-on restrictions, so you can travel with your complete set of skincare products stress-free. 

All of TRUE STORY.®’s products and ingredients have been tested and deemed safe to use. Our products are not meant to be ingested and are only meant to be used on the skin surface. Even so, we recommend checking with your doctor before using new products while pregnant or nursing. 

TRUE STORY.® products are not designed for children. If you are a minor, use our products only with adult supervision and a recommendation with a dermatologist.

Clean and dry a small patch of skin on your upper arm area. Place a small amount of product on the skin and let it completely dry. Leave the product on the skin for 24 hours. Avoid disturbing the patch of skin.

If your skin does not develop any sensitivity or irritation to the product during the patch test, you can begin to incorporate it into your skincare regimen. Note that this test simply determines if there is any initial sensitivity to the product. Consult your dermatologist if you have any other concerns.

We can process and ship out your order within 1 to 3 business days. Please note that we only ship out orders Mondays to Fridays, except on holidays.  Once shipped, delivery within the Philippines takes 1-5 business days. For international orders, delivery usually takes 3 to 5 business days.

Once we have shipped out your order, we are no longer liable for any delays, losses, or additional fees imposed by your country’s local customs.

All of our products are in airtight pump bottles with caps. Each bottle is then placed in its own box. For shipping, we place your order in a box, then put it in a biodegradable plastic pouch. 

Yes! We shall email you with the Tracking Number once your order is on its way. Please make sure to enter the correct email address when you register on the site. If you did not receive an email, please check your spam/junk folder. 

All orders are being shipped out from the Philippines. Orders placed in the Philippines are shipped via Ninjavan and delivery takes around 1-5 business days. All international orders are shipped via DHL Express and are delivered within 3 to 5 business days. 

We can only allow same-day delivery during office hours (9 AM– 6 PM) on weekdays (Monday to Friday). You may book your own delivery rider and settle the shipping fee directly with them.  Please send us a Direct Message, email or Viber, if you plan to have your order picked up. 

You may change your shipping address if your order has not been processed and shipped yet. Just email hello@truestoryskin.com

As of now, we can only guarantee shipping to USA, UK, Australia, Hong Kong, Netherlands, Japan, Sweden, New Zealand and the Philippines. If you want to ship to a country that is not listed, send us an email at hello@truestoryskin.com

We’re working on our table of shipping fees per country. For now, you can contact hello@truestoryskin.com for more information on this.

The shipping fee you paid for does not include customs fees and other importation charges. Should your country’s local customs decide to charge you additional fees, duties and taxes, you will have to settle these charges.

If for any reason you are not completely satisfied with your True Story products, you may send them back to us and we will refund you for the products you ordered (shipping fee not included). Before you proceed with your refund request, please go through our Money Back Guarantee policy: 

A person can only request for a full refund for a specific True Story product once a year.

The product/s being returned should at least be half full and are still in their original product boxes.

It takes 7 business days upon receipt of the returned order to approve and process a refund request. It may take another 7 business days for the payment to reflect on your account.  

True Story will not refund if we determine that our Refund Mechanics are being abused 

Email hello@truestoryskin.com with your Refund Request Form accurately filled out within 7 days of receiving the package

Refund Request Form:

● Name:

● Order Number:

● Reason for return:

● Shipment date of return package:

● Courier used and tracking number for return package:

● Preferred refund method:

*Attached photo of the return package

*Email subject line: Refund Request [Order Number]

Ship out the products you are returning in its original packaging within 7 days of receiving the package. Its original packaging includes the pump bottle, bottle cap, and the individual product box.

We are sorry if the wrong product was shipped to you! Don’t worry though, because we will get it sorted out. Just email hello@truestoryskin.com with your order number and a photo of the item you received.

We’re sorry to hear that! You can refer to our 7-day moneyback guarantee terms and policies to weigh your options.

Placing an order on our website is easy! Just follow these steps: 

a) Go to the product you want and click ADD TO CART

b) Click VIEW CART to see the products you added

c) Click CHECK OUT and enter your shipping details 

d) click CONTINUE TO SHIPPING and then Continue to PAYMENT 

e) Choose a Payment Method and follow the instructions to complete the order.

And you’re done! You will get an email confirmation and then another email with the Tracking Number. 

If your order is successful, you will get an email confirmation from us with your order number. Please make sure to enter the correct email address when you register or check out because we will send the confirmation to your registered email address.  If you don’t find the email in your inbox, please check your spam/junk folder.   

We do not allow order changes. You can proceed with cancelling your order and placing a new order. 

Yes, you may, if the order has not been shipped out yet. Please contact hello@truestoryskin.com. Please write “ORDER CANCELLATION [Order Number] on the subject line.

Philippine Orders: Our local payment partner is Dragonpay. We have Gcash, online bank payments, over-the-counter, and more! Just choose one of the options when you check out. You may also pay via PayPal. 

International Orders: For orders placed outside the Philippines, please choose PayPal. You may link your credit card or debit card to PayPal.

Stay tuned—sign up with your email address to get the latest updates.

We believe that reducing our environmental footprint is a stepwise commitment as we grow our business. Wherever we can, we work towards a minimized footprint. We keep our products simple and use sustainably sourced nature-derived key active ingredients. Our biocompatible formulations are packaged in 100% recyclable packaging. Our airless pumps minimize wastage, so 99% of the product is consumed. The ink used on our bottle labels are also clean and biodegradable, which is why the print can wear away over time. We’ve also made sure that our multi-ray sunscreen is made of reef-safe ingredients. 

We’d love to hear what you have in mind. Please reach out to us at hello@truestoryskin.com and let’s chat!

Shoot us an email at hello@truestoryskin.com and we’d be happy to connect with you!