FAQs - Frequently Asked Questions

FAQs - Frequently Asked Questions

Ordering & Payments:

  1. How do I place an order?
    Simply add the items you want to your cart, then proceed to checkout.

  2. What payment methods do you accept?
    We accept major credit/debit cards and secure payment methods like PayPal, Apple Pay and Google Pay.

  3. Can I change my order after it’s placed?
    Orders are processed quickly, but contact us immediately, and we’ll do our best to help.

  4. Do you offer gift cards?
    Currently, we don't offer gift cards but plan to introduce them soon.

  5. Is your checkout secure?
    Yes, our website uses SSL encryption ensuring your details are secure.

Shipping & Delivery:

  1. How long does shipping take?
    Standard shipping takes 2-4 business days; Express shipping takes 1-2 business days.

  2. Do you ship internationally?
    Currently, we only ship within the UK.

  3. How can I track my order?
    Once dispatched, you'll receive an email with tracking information via Royal Mail.

  4. Can I specify a delivery date/time?
    Unfortunately, specific dates/times can't be guaranteed, but Express delivery offers faster arrival.

  5. My order hasn’t arrived, what should I do?
    Contact us immediately with your order details, and we'll investigate promptly.

  6. What happens if I'm not home for delivery?
    Royal Mail will typically leave a card for re-delivery or collection instructions.

Returns & Refunds:

  1. What is your return policy?
    For hygiene reasons, opened beauty and skincare items cannot be returned unless items arrive damaged or faulty.

  2. How do I request a refund?
    Contact us within 48 hours of receiving the item with photo proof of damage.

  3. How long does a refund take?
    Refunds typically process within 5-7 business days after approval.

  4. Can I exchange an item?
    Exchanges are not possible due to hygiene regulations.

  5. Can I return a product if I’ve opened it?
    Opened products cannot be returned for hygiene reasons.

Product Information:

  1. Are your products cruelty-free?
    We ensure all products sourced align with ethical and cruelty-free standards.

  2. Do you provide ingredient lists?
    Yes, detailed ingredient lists are available on each product page.

  3. Where do your products come from?
    Our products are carefully sourced from reputable brands in the US.

  4. Do your products have expiration dates?
    Yes, all health and beauty products include clearly marked expiration dates.

  5. Are your products suitable for sensitive skin?
    Many products are formulated for sensitive skin, but always check the individual product descriptions.

  6. Are your products authentic?
    Yes, we source only genuine products directly from trusted suppliers.

Sustainability & Ethical Practices:

  1. What sustainable practices do you follow?
    We prioritise sustainable sourcing, ethical supply chains, and environmentally friendly packaging.

  2. Is your packaging eco-friendly?
    Yes, we strive to use recyclable or biodegradable packaging materials wherever possible.

  3. How do you select your suppliers?
    We carefully vet suppliers based on ethical standards, sustainability, and product quality.

Community & Charity:

  1. Which charities do you support?
    We support various local community-based charities; details are shared periodically on our website.

  2. How is the 10% donation calculated?
    10% of our annual profits are donated directly to local community charities.

  3. Can customers suggest charities for donations?
    Absolutely! Contact us with your suggestions.

Technical Issues & Website:

  1. Who do I contact for website issues?
    Please use our Contact Us form, and we'll resolve any issues promptly.

  2. Can I change my email subscription preferences?
    Yes, you can manage preferences or unsubscribe at the bottom of any email from us.

General Questions:

  1. Do you offer discounts or promotions?
    Yes, subscribe to our newsletter to stay informed of special promotions and discounts.

  2. How can I contact customer service?
    Use our Contact Us page for all inquiries, and we'll respond promptly.

  3. Where are you based?
    We are based in London, UK.

  4. Can I leave feedback or reviews?
    Yes, we encourage customers to leave product reviews and feedback.