FAQ

COMPANY SUBSCRIPTION SCIENCE PRODUCT INGREDIENTS PRIVACY

COMPANY

What is Atolla?

We're on a mission to change the mass skincare model. From more than 1,451,520 potential combinations of skin profiles, we design a serum tailored for a person's goals using a patented process developed at MIT. Then we give them the tools and esthetician support to build the rest of their routine and measure their progress — so they can make the best decisions for their skin.

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.

SUBSCRIPTION

What’s in my subscription?

Your monthly subscription includes your custom serum, at-home Skin Test, and a 1:1 esthetician consult. You will also have access to a personalized profile to manage and track the ideal routine for your goals over time.

Do I have to subscribe? Can I make a one-time purchase?

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 serums 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/cancel your subscription or change order date anytime, no questions asked. Your subscription begins once you have confirmed the order of your first month of serum.‍

How do I get started?

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

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 next to Account Balance.

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

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.

How can I change or delay my next order date?

You can manage your order date anytime through your account here. If you have any questions about your order frequency, feel free to email us at [email protected].

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 are a personalized product, but we don’t 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 shipping cost?

Your subscription includes free shipping on all deliveries.

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.

Who can access the 1:1 esthetician consults?

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

How much does a subscription cost?

Your Atolla subscription is $39/month and includes your custom serum (15 mL), at-home Skin Test, and 1:1 esthetician consult.

SCIENCE

What’s in my subscription?

Do I have to subscribe? Can I make a one-time purchase?

How do I get started?

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

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 next to Account Balance.

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

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.

How can I change or delay my next order date?

You can manage your order date anytime through your account here. If you have any questions about your order frequency, feel free to email us at [email protected].

What is the refund policy?

How much does shipping cost?

Your subscription includes free shipping on all deliveries.

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.

Who can access the 1:1 esthetician consults?

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

How much does a subscription cost?

Your Atolla subscription is $39/month and includes your custom serum (15 mL), at-home Skin Test, and 1:1 esthetician consult.

product

How does an Atolla subscription work?

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

Create your serum: First, take our online skin assessment. We'll ask you a few questions about your skin goals, skin history, and lifestyle to create your custom formula.
Curate your routine: Once you get started, we’ll help you use Atolla effectively with your other products. You'll also get access to our in-house estheticians for any further guidance.
Check in and continue: Keep track of your skin progress through monthly check-ins and at-home Skin Tests. We’ll use your feedback each month to create your next custom formula.‍

What kind of skin goals can Atolla help with?

We want to support your daily skin health as well as address any active goals you may have. During the online assessment and monthly check-in, we’ll ask you to tell us what you’re targeting from this list: breakouts, clogged pores, discoloration/dark spots, dryness, oiliness, redness, scarring, 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 serum formulation is not a medical treatment and is 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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‍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.

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.

How much does the Skin Test cost?

It’s free! Your Skin Test comes with your monthly subscription. You’ll also get free shipping on every order.

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

One advantage of Atolla is that the product changes with your body. Your formula will always reflect your most recent check-in and Skin Test results. Keep in mind that your measurements may change before, during, and after pregnancy.

We’ll ask during your check-in if you are pregnant or breastfeeding to ensure your formula is pregnancy-safe. You can view the full ingredient list for your personalized serum formula after your check-in is completed and in your Skin Profile. 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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ingredients

What ingredients do you use?

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

To see our full active ingredient list, go here.

What are your ingredient standards?

We are focused on efficacy and safety by only using the highest quality, research-backed ingredients chosen by dermatologists. We don’t add any artificial fragrance, phthalates, parabens, or sulfates. Our ingredients are also gluten-free and vegan.

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.

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

Yes! We design your custom serum based on your individual skin needs, which is why we ask about allergies in our online assessment to create a formula that works uniquely for you.

privacy

What happens with my data?

We take data privacy very seriously and are GDPR compliant. 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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