Frequently Asked Questions

Products & Ingredients

What makes AUVELLO different from other skincare brands?

AUVELLO is built on a barrier-first philosophy. Every formula starts with the question: does this support or compromise the skin barrier? We use clinically studied actives like prebiotics and multi-weight hyaluronic acid, housed in eco-conscious packaging, with full ingredient transparency and no unnecessary fillers.

What is a prebiotic and why is it in my serum?

Prebiotics are compounds that feed the beneficial microorganisms living on your skin — your skin's microbiome. A balanced microbiome means a stronger, calmer, more resilient barrier. Our Bioactive Prebiotic Jelly Serum uses Lactobacillus Ferment Lysate to nourish this ecosystem from the outside in.

Is the Bioactive Prebiotic Jelly Serum suitable for sensitive skin?

Yes. The formula is designed for all skin types, including sensitized, dehydrated, and barrier-compromised skin. It is lightweight, gel-based, and free from ingredients known to disrupt the skin barrier.

Can I layer this serum with other products?

Absolutely. Apply the serum after cleansing and toning, before heavier moisturizers or nectars. Its lightweight gel texture absorbs quickly and layers seamlessly beneath other actives.

Are your ingredients organic?

Select ingredients — marked with ② on our labels — are made using organic ingredients. We prioritize ingredient quality and efficacy over blanket organic claims.

Orders & Shipping

Where do you ship?

We currently ship within the United States. International shipping options are coming soon — sign up for our newsletter to be notified when we expand.

How long does shipping take?

Orders are typically processed within 1–2 business days. Standard shipping takes 3–5 business days after dispatch. You will receive a tracking number once your order ships.

Can I change or cancel my order after placing it?

We process orders quickly. If you need to make a change, please contact us as soon as possible at the email on our contact page. We cannot guarantee changes once an order has been dispatched.

Returns & Refunds

What is your return policy?

We accept returns on unopened, unused products within 30 days of delivery. If your product arrived damaged or defective, please contact us within 7 days with a photo and we will make it right.

How do I start a return?

Email us with your order number and reason for return. We will provide return instructions and a resolution within 2 business days.

Skin & Routine

How long before I see results?

Most customers notice improved hydration and skin texture within 2–4 weeks of consistent use. Barrier repair and microbiome rebalancing are gradual processes — we recommend using the serum daily for at least 4 weeks before evaluating results.

Can I use this serum morning and night?

Yes. The Bioactive Prebiotic Jelly Serum is gentle enough for twice-daily use. Apply morning and evening as part of your ritual for best results.