FAQ

COMPANY SUBSCRIPTION SCIENCE PRODUCT INGREDIENTS PRIVACY

COMPANY

What is Atolla?

Atolla is a simplified skincare system that provides custom routines and virtual guidance to support your best skin each month. Through an assessment developed at MIT, we create custom, routine-ready products with the right combination of ingredients for your skin needs and sensitivities. Each month we'll adapt your formulas using the feedback and results from your at-home Skin Test, with support along the way through virtual esthetician appointments and personalized routine guidance.

Who started Atolla?

We are a founding team of three with backgrounds in design, data science, and dermatology.

Meghan Maupin (CEO) - Meghan has a graduate degree in Engineering and Management from MIT, and has previously worked in design roles at Patagonia, the MIT Design Lab, and Formlabs. With an expertise in integrating new technology into user experience, her work includes designing an AI-powered personal assistant and launching multiple products for mass customization in 3D printing.

Dr. Ranella Hirsch (CSO) - Called an "expert derm" by Allure and a "beauty guru" by Marie Claire, Dr. Hirsch is a frequently quoted expert in cosmetic dermatology. She trained at Yale New Haven Hospital, SUNY, and the Massachusetts General Hospital, and is the past President of the American Society of Cosmetic Dermatology and Aesthetic Surgery (2008-9).

Sid Salvi - Sid left MIT Sloan after the first year of his MBA to start Atolla. Before MIT, he worked at Kurt Salmon (now part of Accenture Strategy) helping retailers and brands incorporate predictive analytics in their operations. He started his data science career by building machine learning models to help large CPG brands optimize marketing spend.

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How do I contact you?

For customer service or general questions: [email protected]

For press inquiries: [email protected]

For influencer relations: [email protected]

How does Atolla make sustainability a priority?

One of our biggest priorities is reducing your need to buy products that aren’t the best match for your skin. We hate to see products sit on a shelf or get thrown in the trash. When your skincare products don’t work for your skin, they also don’t work for your wallet or the planet.

We are conscious of the fact that we provide physical goods, and shipping them to you consumes resources. We aim to package our products with the most responsible materials we can source. To minimize our footprint in creating and delivering your skincare, we choose packaging materials that can either be reused, composted, or recycled. We try to avoid plastic, and we’re glad to say that we’ve been able to limit our packaging to only a few plastic components.

Learn how to responsibly dispose of our products here.

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SUBSCRIPTION

How does an Atolla subscription work?

Your subscription is always tailored to your unique skin goals. Here’s how it works:

1. Create your custom formulas

Take the Assessment to get a custom routine made for your unique skin.

2. Use your Atolla routine daily

Apply your Atolla routine twice a day for best results, using the skincare manager in your account to help incorporate any additional products.

3. Review your progress for adapted formulas

Take the (Re)Assessment before your next order to give feedback on your formulas, measure your progress with the Skin Test, and get your next custom routine.

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What’s in my subscription?

Your subscription includes your custom routine, at-home Skin Test, and a virtual esthetician appointment. You’ll also get an Atolla account to access your personalized skincare manager and skin health data.

How much does a subscription cost?

The cost of your subscription depends on the plan you choose. Each plan includes your custom products, at-home Skin Test, virtual esthetician appointment, and free shipping with your order.

How do I get started?

Welcome! Click here to take the online skin assessment and create your custom serum.

Why do I have to subscribe?

We use a subscription-based model to support your progress over time and create the right formula when you’re ready for it. Since our products are designed for one-month usage, you’re getting the appropriate amount for your current skin needs, rather than leaving you with a product that takes several months to finish.

But don’t worry — you can pause or change your order date anytime, no questions asked. Your subscription begins once you have confirmed your first order.‍

How can I change or delay my next order date?

You can manage your order date anytime through your account (log in here) in your Subscription page. If you have any questions about your subscription, feel free to email us at [email protected].

How much does shipping cost?

Your subscription includes free shipping on all deliveries.

What is the refund policy?

Your skin health is our number one priority, so if you’re dissatisfied we’d like to make it right. Since we create personalized products, we are unable to allow returns — but we’re happy to offer reformulations to get you the best formula for your skin. Please contact us at [email protected] anytime, and we’ll be glad to discuss past purchases on a case-by-case basis.

How much does the Skin Test cost?

It’s free! Your Skin Test comes with your subscription.

How do I use the Skin Test?

Click here for detailed guidance on how to use the Skin Test. Here are additional tips for ensuring the most accurate test results:

For optimal results and consistency, test your skin first thing in the morning, before you start your skincare routine. That means before you rinse or use cleanser, moisturizer, serum, sunscreen, or makeup.
If you’ve already washed your face (and can’t do your test in the morning), wait 20-30 minutes before using the test.
Place the tools on your problem areas so we can most effectively treat those areas. Try to test for oil and moisture on approximately the same location.
Gently touch the tools on the skin, with the same pressure you might use to type or draw on a smartphone/tablet display. The amount of pressure you use during the oil test could impact the measurements.

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‍What does the Skin Test include?

Each Skin Test includes easy-to-use tools to measure your oil, moisture, and pH levels. Learn more here.

Why do I have to enter my credit card info when I sign up?

We manage subscriptions and process payment transactions through Stripe. The credit card input is a requirement from Stripe to open an account, even if you are not being charged.

I have a discount code or credit. How do I apply it?

If you have a discount code, enter your code on the checkout screen and click “apply.” If you have account credit, you should see it in your Account Details page after logging in.

To apply a discount or credit outside of a purchase transaction, please contact [email protected].

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How can I give Atolla as a gift?

We love the idea of giving Atolla as a gift! Contact us at [email protected] to discuss gift options.

How can I access the esthetician appointments?

You can book a 15-minute virtual esthetician appointment through your account. After logging in, go to the Review page and click Esthetician.

Only current members will have access to our virtual esthetician appointments. If you have paused or canceled your Atolla subscription, you will no longer have access.

SCIENCE

What does my Skin Sequence mean?

You’re more than a single skin “type,” and skin changes more often than we realize! Your Skin Sequence is a summary of your skin health, which includes sun sensitivity, oil, moisture, and pH levels. When you take the Assessment you’ll receive an initial Skin Sequence, which is refined each time you do the at-home Skin Test. You can learn more here.

How do Atolla’s algorithms work?

We’ve built a predictive model based on continuous and diverse information on thousands of users’ skin to generate an effective formula for each of your products. Then we use the results from each (Re)Assessment to recommend your next formulas and keep track of your progress in your Atolla account.

You can learn more about our patented algorithm here.

product

What kind of skin goals can Atolla help with?

Since we're personalized to your needs, we support your daily skin health as well as address any active goals you may have. During the initial Assessment and each (Re)Assessment, we’ll ask you to tell us what you’re targeting from this list: breakouts, clogged pores, discoloration/dark spots, dryness, oiliness, redness, sun damage, wrinkles/fine lines, or just your daily skin health. For questions about specific skin conditions, please contact our Advisors team at [email protected].

The information on the Atolla website are for educational purposes only and have not been evaluated by the Food and Drug Administration. Your Atolla formulas are not a medical treatment and are not intended to diagnose, treat, cure, or prevent any disease. If irritation occurs, cease use. Should you have additional skin concerns, please contact a Board-certified dermatologist.

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How do I use the products in my plan?

We designed our products to go in this order: cleanser, serum, moisturizer. If you’re using other products in your daily routine, such as prescription retinol or an eye serum, upload them in your account's skincare manager and we’ll tell you how and when to fit them in.

For more specific instructions for each custom product, visit the Routine page of your account.

How often should I use my Atolla products?

Your custom cleanser, serum, and moisturizer are designed to be used twice a day in the AM and PM.

ingredients

What ingredients do you use?

You will be able to preview all the ingredients in your custom routine after taking the Assessment, as well as learn why you received each ingredient at a specific dosage.

To see our full ingredient list, go here.

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What are your ingredient standards?

We are focused on efficacy and safety by only using the highest quality, research-backed ingredients chosen by dermatologists. Our ingredients are vegan, cruelty free, allergy friendly, with no added fragrance.

We are able to offer a higher concentration of effective ingredients through our monthly, direct-to-consumer model, which means we don’t need heavy preservatives for extended life on your shelf.

See our full list of ingredients here.

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I have allergies. Is it safe for me to use Atolla?

Yes! We design your custom products based on your individual skin needs, which is why we ask about allergies in our initial Assessment to create formulas that work uniquely for you.

I’m pregnant. Can I continue to use Atolla?

One advantage of Atolla is that your products change with your body. Your formulas will always reflect your most recent (Re)Assessment and Skin Test results. Keep in mind that your measurements may change before, during, and after pregnancy.

We’ll ask during each (Re)Assessment if you are pregnant or breastfeeding to ensure your formula is pregnancy-safe. You can view the full ingredient list for your personalized formulas after your (Re)Assessment is completed and in your account. We recommend reviewing the full list before completing the order transaction.

Please consult with your doctor before adding any new product to your routine, including if you decide to start or continue Atolla. If you have any concerns about the ingredients, please contact us at [email protected]. Our Advisors team will do their best to find the right formula for your skin.

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privacy

What happens with my data?

We take data privacy very seriously. Your personal and skin data are private. We do not sell or share your data with third parties. It’s used to give you a comprehensive look at what’s happening with your skin, and we use it to learn what works and doesn’t work for your skin. You can read our Privacy Policy here.

Why are you asking for my zip code?

Your local climate impacts your skin, such as whether you’re in a dry or humid environment. This helps us choose the right ingredients to fight your environmental stressors.

Why are you asking for my month and birth year?

We ask your month and birth year for two reasons:

To help us understand how your skin changes with time.
To ensure you are of a certain age to use the product (the minimum age is 18 years old).

FAQ

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