FAQs

Ingredients & Products

Are all products suitable for vegans?

Absolutely! None of our products contain any animal-derived ingredients. 

Do you test on animals?

We do not test on animals. We are approved as cruelty-free under the Leaping Bunny programme, the best assurance that a company has made a genuine commitment to ending animal testing.

Are your products natural?

We think the use of the word “natural” to refer to skincare products is vague, can be misleading and it’s been used and abused by brands. Natural is different things to different people. Arsenic is natural. Water is natural. We formulate our products with the highest quality – and often organic – oils, butters and plant-derived ingredients. We never use animal-derived ingredients and we never use petroleum-derived ingredients. Read more on where we stand on “natural”

Do you use parabens?

No. We choose to work with weak salts and acids to preserve our products. Some people might call these “natural preservation systems”.⁠ Read more about where we stand on preservatives.

Do you use fragrance?

We don’t use synthetic fragrance in any our our products. We only use very low percentages of certified organic essential oils from plants and then mainly on body products, in order to minimise the risk of irritation. Read more on where we stand on fragrance in skincare.

Do you use microbeads?

Microbeads are banned in the EU.

Are your products suitable for people with sensitive skin?

We’ve taken precautions not to use ingredients that can be harsh on the skin (e.g. certain preservatives, essential oils, etc.) so our products are very gentle on sensitive skin. However, it is foreseeable that everyone could have an adverse reaction to a skincare product at any time so if you have super sensitive skin, always patch test any product prior to use. 

Are your products safe to use during pregnancy

We use oils, butters, organic essential oils and botanical extracts in our products and none of our ingredients are contraindicated during pregnancy. However, if you are in any doubt, please ask your medical practitioner or doctor.

Do your products contain palm oil?

We use alternatives to palm oil in nearly all our products. Those that aren’t, use RSPO-certified derivatives. This is a complex and sensitive matter. Read where we stand on palm oil.

Packaging

Is your packaging sustainable and recyclable?

We have chosen to use aluminium jars, which are fully recyclable. Read more on where we stand on packaging.

We also use cardboard boxes, which are FSC-certified from managed forests and go the extra step of planting a tree for every product we sell with One Tree Planted.

 

Shipping

What are your shipping rates?

Shipping cost for UK orders under £50 is £3
2nd class, 2-3 business days from the moment your order leaves our premises (usually within 1 working day if the items are in stock)

Shipping cost for UK orders over £50 is free
2nd class, 2-3 business days from the moment your order leaves our premises (usually within 1 working day if the items are in stock)

Shipping cost for EU orders is: £13
International Tracked & Signed, 3 to 5 days from the moment your order leaves our premises (usually within 1 working day if the items are in stock)

Shipping cost for USA mainland: £19

International Tracked & Signed, 6 to 7 business days from the moment your order leaves our premises (usually within 1 working day if the items are in stock).***You may have to pay import duties***

Please note we don’t deliver to P.O. boxes.

If you are outside the UK/EU contact us for shipping rates.

What shipping carrier do you use?

We use Royal Mail because they offer an already established, reliable service that covers the whole of the UK and they already deliver to your road so by not using a different courier, we believe this is the more sustainable option. For international orders, please contact us for rates/courier options.

How long will it take to receive my order?

If you are in the UK, you should normally receive your order within 3-4 working days. We make every effort to deliver all orders within the estimated time, however, delays are occasionally inevitable. If we are unable to deliver within our usual delivery time, and cannot agree another time with you, you will be offered the opportunity to cancel your order and get a full refund. We will of course notify you in the case of any delay. For international orders, get in touch with us before placing your order for shipping rates/couriers and estimated delivery times.

 

Returns

What do I do if I receive a product that is defective or damaged?

If you receive a faulty, damaged in transport or mis-described product, please contact us as soon as possible for either a full refund or a replacement.

Can I return a product if I change my mind?

If for any reason you are unhappy with your purchase, you must return it to us unused, sealed and in its original, re-sealable condition within 14 days of receipt of your order and we’ll exchange it or give you a refund. All returns must be pre-approved so please contact us before sending any products.

Products are returned at your own risk and you will be responsible for the item or items until they reach us. We recommend you use a recorded delivery method. You will be responsible for the cost of returning the product/s to us.

Once we receive and verify the product/s condition, you will receive a full refund of the price paid for the product/s.

However this cancellation right does not apply if the product/s become unsealed after delivery, due to health protection and hygiene reasons.

 

Payments

How do I pay for my order?

During checkout you’ll be offered the option to pay using Paypal or Klarna. For more information on Klarna, please read the next section of our FAQ.

 

Klarna

Who is Klarna?

Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than200,000 online stores. Over 85 million consumers worldwide have trusted Klarna to securely handle their payments.

What are my payment options with Klarna?

Apart from offering debit and credit card payments via Paypal, we offer 2 extra payment options with Klarna:

  • You can take advantage of our Pay later in 30 days payment option, where you can pay for the goods once you have received them via credit card or debit card. You can always monitor your outstanding payments in the Klarna app. Or,
  • You can Pay later in 3 interest-free instalments that will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment. You can always monitor your payments’ schedule in the Klarna app.
How does Pay later in 3 interest-free instalments work?

Pay later in 3 interest-free instalments will allow you to spread the cost of your purchase over 3 equal payments. The payment for each instalment willautomatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by Whitfords and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always monitor your payments’ schedule in the ​Klarna app​.

Am I eligible for Pay later in 3 interest-free instalments?

To use Pay later in 3 interest-free instalments you must be at least 18. Whilst this option is widely promoted, Pay later in 3 interest-free instalments is subject to your financial circumstances. When choosing Pay later in 3 interest-free instalments, our assessment will not affect your credit rating.

How can I increase my chances of being accepted for Pay later in 3 interest-free instalments?

Klarna is unique and offers Pay later in 3 interest-free instalments based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 3 interest-free instalments by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for a Klarna payment method before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.

Why have I not been offered Pay later in 3 interest-free instalments?

Although Pay later in 3 interest-free instalments is widely promoted it is not always universally available. The Pay later in 3 interest-free instalments payment option is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the onlin store, previous order history and item availability.

How does Pay later in 30 days work?

Once your order is confirmed, you’ll receive an email with payment instructions within two days from Klarna. You’ll then have 30 days to try on your order and only pay when you’re happy. Complete the payment online, at your convenience, with no extra cost. You can pay via credit or debit card in Klarna.app or by logging intowww.klarna.com/uk​.

Am I eligible for Pay later in 30 days?

Klarna is unique and offers Pay later in 30 days based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 30 days by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have had Pay later in 30 days before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.

Why have I not been offered Pay later in 30 days?

Although Pay later in 30 days is widely promoted it is not always universally available. The Pay later in 30 days method is automatically generated by algorithms that are dependent upon a number of factors including amount of order, the online store, previous order history and item availability. Alternatively, you are able to complete your order by paying by credit or debit card at the checkout.

How can I increase my chances of being accepted for Pay later in 30 days?

To use Pay later in 30 days you must be at least 18. Whilst this option is widely promoted, Pay later in 30 days is subject to your financial circumstances. When choosing Pay later in 30 days, our assessment will not affect your credit rating.

What do I need to provide when I make a purchase?

If you want to make a purchase with Klarna using Pay later in 3 interest-free instalments, you’ll need to provide your mobile phone number, email address, current billing address and a debit or card card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It’s very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.

Will a credit search take place against me?

Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Whitfords run credit searches against you that could impact your credit rating.

What happens if I cancel or return my order?

As soon as Whitfords have accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due. The return will be reflected in the Klarna app immediately.

What happens if I don’t pay for my order?

Klarna will automatically attempt to collect your payment for your Pay later in 3 interest-free instalments purchase at Whitfords from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment and you can always monitor the due date in Klarna app at your convenience. Your credit score will not be impacted by using Klarna’s ‘Pay later in 3 instalments’ product even if you have failed to pay on time.

I have been asked to go to the Klarna site. Is this correct?

You can view all of your Klarna purchases and payment schedule in the Klarna app or by logging onto Klarna.com/uk.

Is my payment information safe?

Payment information is processed securely by Klarna. No card details are transferred to or held by Whitfords. All transactions take place via connections secured with the latest industry standard security protocols.

Can I pay before the due date?

Yes. Just go to the Klarna app or log onto Klarna.com/uk and pay off early.

Have you received my payment?

Klarna will notify you via email and push notification from the Klarna app when a payment is due and when this has successfully been collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments in the Klarna app or by logging in at ​www.klarna.com/uk​

What happens to my statement, when I've returned the goods?

Once Whitfords has received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you’ve made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarna app.

I've received a statement, but I've not yet received my goods.

In the event that your goods have not been received please call Whitfords to check on your order and delivery status. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

I have cancelled my order. How long will it take until I receive my refund?

As soon as the store has registered your cancellation or your return, the refund will be processed within 5-7 business days.

I have asked for a refund. How will I be refunded?

Refunds shall be issued back to the debit or credit card which was originally entered at checkout.

I haven’t received an email with my statement/payment information.

You can log in the Klarna app or at​ www.klarna.com/uk​, where you will find all of your orders and payment schedule information.

I still have questions regarding payment, how can I get in touch?

Visit Klarna app or ​Klarna’s Customer Service page​ for a full list of FAQ’s, live chat and telephone options.