How can I track my order?
Orders can be tracked using the Track Your Order page on the website. A tracking link will also be sent by email once your order is shipped. Regular updates will keep you informed as your parcel moves through the delivery process.
Do you offer free samples?
Free samples are not provided. However, customers can join the Reviewers Programme to test upcoming skincare products at a lower cost while helping with product development.
My discount code isn’t working. What should I do?
Check that the code is still valid and correctly entered. If the issue continues, send the code details and a screenshot of the offer to customer support. They will verify and assist.
Can I cancel or change my order?
Orders are dispatched quickly, so changes may not always be possible. If your order hasn’t shipped, contact customer service with your order number and updated details. They will try to accommodate your request.
Which couriers are used for delivery?
Orders within the UK are shipped with Royal Mail, while deliveries to the US are handled by USPS. European deliveries are managed by GLS, Correos Express, and USPS, depending on location.
What should I do if my order hasn’t arrived?
Start by checking your tracking information for the latest updates. If the parcel seems delayed or missing, contact customer support for assistance. The team will help resolve the issue promptly.
What should I do if I received the wrong order?
If an incorrect item arrives, reach out to the support team immediately. Provide your order number and a brief description of the issue. The team will arrange a replacement or refund quickly.
What should I do if my product arrived damaged?
Send an email with your order number and clear photos of the damaged product. Customer care will review the case and arrange a replacement or refund as soon as possible.
How can I return an item?
UK customers enjoy free returns, while EU and US customers may need to cover shipping. To request a return, email customer service with your order number and item details. Instructions will be provided to complete the process.
How long do refunds take?
Refunds are usually processed within 3 to 7 business days after the returned item is received. An email confirmation will be sent once the refund has been issued.