Frequently asked questions
Everything you need to know about our products, orders, and delivery. Can't find your answer? Contact us and we'll get back to you within 24 hours.
What payment methods do you accept?
We accept all major credit and debit cards including Visa, Mastercard, and American Express. We also accept Apple Pay and Google Pay for a faster checkout experience. All payments are processed securely — we never store your card details.
Can I change or cancel my order after placing it?
We process orders quickly, but if you need to make a change or cancellation, please contact us within 1 hour of placing your order at hello@yourstore.com. Once your order has been dispatched, we are unable to make changes, but you can initiate a return once it arrives.
Will I receive an order confirmation?
Yes — as soon as your order is placed you will receive a confirmation email with your order details. Once your order has been dispatched, you will receive a second email with your tracking information. Please check your spam folder if you don't see it within a few minutes.
Where do you ship to?
We currently ship to the United Kingdom and all European Union countries. If your country is not available at checkout, please contact us and we will do our best to assist you.
How long does delivery take?
UK orders typically arrive within 2–4 business days. EU orders typically take 5–10 business days depending on your location and local customs processing. Orders are dispatched within 1–2 business days of being placed. You will receive a tracking link once your order is on its way.
How can I track my order?
Once your order has been dispatched, you will receive a tracking email with a link to follow your parcel in real time. If you have not received tracking information within 3 business days of placing your order, please reach out to us at hello@yourstore.com.
What is your return policy?
We accept returns within 30 days of delivery. Items must be unused, unopened, and in their original packaging. Due to the nature of beauty and skincare products, we are unable to accept returns on opened or used items unless they are faulty. To start a return, please email hello@yourstore.com with your order number.
What if my order arrives damaged or incorrect?
We are sorry to hear that! Please contact us at hello@yourstore.com within 48 hours of receiving your order. Include your order number and a clear photo of the damaged or incorrect item. We will arrange a replacement or full refund at no extra cost to you.
Are your products genuine and safe to use?
Absolutely. Every product we sell is 100% authentic and sourced directly from authorised suppliers. All our skincare products comply with UK and EU cosmetic safety regulations. We never sell counterfeit, expired, or grey-market products. Your skin's safety is our highest priority.
Are your products suitable for sensitive skin?
Many of our products are suitable for sensitive skin, and we clearly label them on each product page. We always recommend reading the full ingredient list before purchasing. If you have a known allergy or skin condition, we advise consulting a dermatologist before trying a new product.
Do you offer wholesale or bulk purchasing?
Yes! We welcome wholesale partnerships with salons, spas, and retailers. Visit our Wholesale Partnerships page to learn more about the process and benefits, or email us directly at hello@yourstore.com with the subject line "Wholesale Enquiry".