FAQs

Order Processing

  • All orders are processed and dispatched within 3 working days. Once your order has been dispatched you will be sent a dispatch confirmation with your tracking number (if applicable).

  • We process orders quickly, so cancellations or changes are only possible if your order has not yet been sent to our warehouse for dispatch. Please contact us as soon as possible.

  • Please get in touch right away if you need to update your delivery address. Once an order has been dispatched, we’re unable to make changes.

  • Yes! You’ll receive an order confirmation email immediately after checkout, and another email with tracking details once your order ships.

  • As soon as your order is dispatched, you’ll receive a tracking link so you can follow its journey in real time.

Delivery

  • We offer the following UK delivery methods:

    • Evri/Royal Mail 2nd Class | 3 to 5 Working Days

    • Royal Mail 1st Class | 1 to 3 Working Days

    Please be aware, although all orders are sent within our own timeframes, we cannot guarantee or take any responsibility should there be delays within the shipping network.

    Delivery Exclusions: Unfortunately we cannot ship orders to the Republic of Ireland, Channel Islands or Isle of Man. Orders for which a P.O box delivery address has been chosen cannot be processed and deliveries will not be made to these addresses.

  • Delivery prices are calculated at checkout based on your location and the shipping method you choose.

    For UK customers, we offer free standard delivery on all orders over £50. Orders under this amount will be charged at the standard delivery rate shown at checkout.

  • Once orders have been processed, delivery usually takes between 1 to 5 working days depending on your chosen shipping method.

  • Unfortunately not — due to logistics we’re unable to offer express or next-day delivery at this time. All orders are shipped using our standard delivery service to ensure reliable and consistent handling.

  • Yes, we do ship internationally. However, if you’re based in Europe, we recommend purchasing through our main European website, where we can offer a smoother service, including faster delivery times and more competitive shipping rates.

  • For customers in the UK, all of our products are shipped directly from our UK warehouse, so you will not be charged any customs fees or import duties.

    If you are a European resident, we recommend purchasing from our EU website to avoid additional charges. Orders shipped from the UK to Europe may be subject to customs fees, duties, or taxes, which are the responsibility of the customer.

  • Couriers may leave your parcel in a safe place, with a neighbour, or take it to your local delivery office. Please check your tracking information for specific instructions.

  • Yes, many couriers allow you to add delivery preferences via your tracking link. Please ensure any safe place is secure.

  • Please first check with neighbours, household members, or your local delivery office, as parcels are sometimes left in safe locations nearby.

    We also recommend reviewing your tracking information before contacting us, as it may provide the quickest answer — for example, showing if your package was left in a safe place, handed to a neighbour, or is still in transit.

    If you still cannot locate your package, please fill in our DOR (Denial of Receipt) Form within 48 hours of delivery so we can investigate further with the courier.

    Please note: If an order is marked as delivered, we have access to the exact GPS delivery coordinates, and in many cases, the courier also provides a delivery photo. This information allows us to verify the delivery location and helps prevent false claims.

  • Please check your tracking details first, as these provide the most up-to-date information from the courier. If there has been no movement for several days, or the tracking confirms the parcel is lost, please fill in our DOR (Denial of Receipt) Form. Once submitted, our team will review the details and arrange a replacement to be dispatched as a priority.

  • You can reach us anytime via our contact form. Please include your order number and any tracking details so we can assist you quickly.

Order Issues

  • We’re sorry to hear something may be missing from your order. Please fill out our Missing Item Form within 48 hours of delivery, quoting your order number and letting us know which item you believe is missing.

    To help us investigate quickly, please also upload photos of the parcel and the packing slip you received.

    For quality and security, all items are scanned at our packing station before dispatch, and the process is recorded on CCTV. This allows us to carefully check each order if there’s ever a query and helps us resolve issues fairly and efficiently.

    Once we’ve reviewed the photos and packing records, we’ll update you and arrange a solution as soon as possible.

  • We’re sorry to hear you’ve received the wrong item. Please fill out our Missing Item Form within 48 hours of delivery, quoting your order number and letting us know what you received instead.

    To help us resolve this quickly, please also upload photos of the item, the packaging, and the packing slip you received.

    For quality and security, all items are scanned at our packing station before dispatch, and the process is recorded on CCTV. This allows us to carefully check each order if there’s ever a query and helps us resolve issues fairly and efficiently.

    Please note that we are unable to offer exchanges. If your claim is confirmed, we will arrange either a replacement of the correct product or a refund.

  • We’re so sorry this happened! Please complete our Damaged Item Claim Form within 48 hours of delivery, including your order number and clear photos of the damaged product.

    It’s also really helpful if you can tell us whether the outer packaging was damaged or wet, and if the courier made any notes about the parcel’s condition.

    Once we receive your form, our Customer Care team will review the details and arrange a resolution for you as quickly as possible.

  • Please first check with neighbours, household members, or your local delivery office, as parcels are sometimes left in safe locations nearby.

    We also recommend reviewing your tracking information before contacting us, as it may provide the quickest answer — for example, showing if your package was left in a safe place, handed to a neighbour, or is still in transit.

    If you still cannot locate your package, please fill in our DOR (Denial of Receipt) Form within 48 hours of delivery so we can investigate further with the courier.

    Please note: If an order is marked as delivered, we have access to the exact GPS delivery coordinates, and in many cases, the courier also provides a delivery photo. This information allows us to verify the delivery location and helps prevent false claims.

  • Please check your tracking details first, as these provide the most up-to-date information from the courier. If there has been no movement for several days, or the tracking confirms the parcel is lost, please fill in our DOR (Denial of Receipt) Form. Once submitted, our team will review the details and arrange a replacement to be dispatched as a priority.

Returns

  • Yes — if you change your mind, you can return products within 14 days of receiving your order, provided they are unopened, sealed, and still in their original cello bags.

    To start the process, please fill out our Returns Form. Before we can accept a return, we also require photos of the items in their original condition. Be sure to upload these images when submitting your form so our team can review your request and provide you with the next steps.

  • Unfortunately not. For health and hygiene reasons, we’re unable to accept returns of opened or used products.

  • To arrange a return, please fill out our Returns Form, including your order number, the reason for return, and photos of the items in their original packaging. Once submitted, our team will review your request and provide you with the return instructions.

  • Yes, customers are responsible for the cost of returning items. For your convenience, we provide a pre-paid Royal Mail return label, and the cost of this label will be deducted from your refund.

    Please ensure you obtain and keep a proof of postage receipt when sending your return, as we cannot proceed with the return if an item is lost in transit and tracking cannot be provided.

  • Once you notify us of your cancellation, we’ll send you a confirmation email. You’ll also be updated when we receive your returned product.

  • Yes. Your right to cancellation does not apply to sealed goods that cannot be returned for health or hygiene reasons once unsealed. Some of our products come in poly bags, cellophane wrap, or with tamper seals — if these have been opened, the item cannot be returned.

  • If you receive the wrong item, or your order arrives damaged or faulty, please fill in our Missing Item Form or Damaged Item Form and return the product in its original packaging. Once we confirm the issue, we will:

    • Refund the full price of the product

    • Refund your delivery costs (where applicable, up to the cost of our standard delivery service)

    • Provide a pre-paid return label for your convenience (the cost of this label will be deducted from your refund)

    Please ensure you obtain a proof of postage receipt when returning faulty or incorrect products, as this allows us to track the parcel and process your return without delay.

  • No. Items purchased through other retailers, pharmacies, or online stores must be returned to the place of purchase. Only orders made through our official website can be returned to us.

Refunds

  • Once we’ve received and approved your return, refunds are usually processed within 5–7 working days. We’ll send you an email to confirm once your refund has been issued.

  • Your refund will be sent back to the original payment method you used at checkout. Unfortunately, we’re unable to issue refunds to alternative accounts or cards.

    If you paid using a Buy Now, Pay Later service (such as Klarna, Clearpay, or PayPal Pay in 3), your refund will be applied through that service. Depending on their policies, you may see:

    • A reduction in your outstanding balance

    • An adjustment to your future instalments

    • Or a refund to your account if you’ve already completed payment

  • If it has been more than 7 working days since we confirmed your refund, we recommend first checking with your bank or payment provider, as processing times can vary.

    If you still don’t see the funds after this, please contact our customer care team with your order number and refund confirmation, and we’ll be happy to look into it for you.

General Information

  • No — never. 🐇 None of our products, nor the ingredients we use, are tested on animals. We are firmly committed to cruelty-free practices.

  • Our products are designed for adults only and should not be used on children. They are formulated for mature skin and are only available for purchase by customers aged 18 and over.

  • Yes — all of our formulations are 100% vegan and free from animal-derived ingredients.

  • All of our skincare products are made in the EU, following strict cosmetic safety and quality regulations.

  • We recommend keeping products in a cool, dry place away from direct sunlight to maintain freshness and effectiveness. Always ensure lids and caps are closed tightly after use.

Treatment FAQS