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 and bottles, which are fully and endlessly recyclable. Read more on where we stand on packaging.

We also use FibrePods, packaging made by us from loofah fibres – a vegetable from the same family as the cucumber. They protect our products in shops and during shipping and then turn into a body or kitchen scrub. It’s completely biodegradable and home-compostable.

We plant a tree for order we get, thanks to our partnership with Ecologi.

How exactly do I recycle your packaging and any leftover, expired product?

We encourage you to use up all your Whitfords products before their expiry date. If you’re not keen on a particular product you’ve bought after trying it, please consider gifting it to a friend or family member.

Here’s how to dispose of any leftover product, as well as our packaging:

 

Product
Bottle / Jar
Any unused, expired leftover product
FibrePod, sleeve & leaflet

16- Oil Replenisher

Separate the pure cork insert from the lid and put it in your compost bin (it does not contain polyurethane binders, just the tree bark). The aluminium bottle and lid goes in your metals recycling bin (no need to remove labels).

All ingredients are biodegradable. However, you’re not meant to put large amounts of oil-soluble ingredients in your compost bin so you’ll have to make a decision based on how much leftover product you’ve got. If it’s a little bit, the compost bin is fine. Just soak a few paper towels with it. Otherwise, use the general waste bin.

FibrePod: Re-use as a body exfoliator or kitchen scrub. Alternatively, use it to propagate seeds, instead of plastic pots. At the end of its life, bury it in the garden or put it in the compost bin/heap

Leaflet and paper sleeve: Cardboard/paper recycling bin

 

Triple Algae Glow Restoring Oil

Separate the pure cork insert from the lid and put it in your compost bin. The aluminium bottle and lid goes in your metals recycling bin (no need to remove labels).

All ingredients are natural and biodegradable. However, you’re not meant to put large amounts of oil-soluble ingredients in your compost bin so you’ll have to make a decision based on how much leftover product you’ve got. If it’s a little bit, the compost bin is fine. Just soak a few paper towels with it. Otherwise, use the general waste bin.

FibrePod: Re-use as a body exfoliator or kitchen scrub. Alternatively, use it to propagate seeds, instead of plastic pots. At the end of its life, bury it in the garden or put it in the compost bin/heap

Leaflet and paper sleeve: Cardboard/paper recycling bin

​Fruit AHAs Exfoliating Mask

Metals recycling bin (no need to remove labels).

All ingredients are biodegradable. However, you’re not meant to put large amounts of oil-soluble ingredients in your compost bin so you’ll have to make a decision based on how much leftover product you’ve got. If it’s a little bit, the compost bin is fine. Just soak a few paper towels with it. Otherwise, use the general waste bin.

FibrePod: Re-use as a body exfoliator or kitchen scrub. Alternatively, use it to propagate seeds, instead of plastic pots. At the end of its life, bury it in the garden or put it in the compost bin/heap

Leaflet and paper sleeve: Cardboard/paper recycling bin

 

​Papaya & Bakuchiol Gel Serum

Metals recycling bin (no need to remove labels).

All ingredients are biodegradable. However, you’re not meant to put large amounts of oil-soluble ingredients in your compost bin so you’ll have to make a decision based on how much leftover product you’ve got. If it’s a little bit, the compost bin is fine. Just soak a few paper towels with it. Otherwise, use the general waste bin.

FibrePod: Re-use as a body exfoliator or kitchen scrub. Alternatively, use it to propagate seeds, instead of plastic pots. At the end of its life, bury it in the garden or put it in the compost bin/heap

Leaflet and paper sleeve: Cardboard/paper recycling bin

 

​Arnica & Cupuaçu Body Moisturiser

Metals recycling bin (no need to remove labels).

All ingredients are biodegradable. However, you’re not meant to put large amounts of oil-soluble ingredients in your compost bin so you’ll have to make a decision based on how much leftover product you’ve got. If it’s a little bit, the compost bin is fine. Otherwise, use the general waste bin.

FibrePod: Re-use as a body exfoliator or kitchen scrub. Alternatively, use it to propagate seeds, instead of plastic pots. At the end of its life, bury it in the garden or put it in the compost bin/heap

Leaflet and paper sleeve: Cardboard/paper recycling bin

 

​Hemp & Algae Face Cream

Metals recycling bin (no need to remove labels).

All ingredients are biodegradable. However, you’re not meant to put large amounts of oil-soluble ingredients in your compost bin so you’ll have to make a decision based on how much leftover product you’ve got. If it’s a little bit, the compost bin is fine. Otherwise, use the general waste bin.

FibrePod: Re-use as a body exfoliator or kitchen scrub. Alternatively, use it to propagate seeds, instead of plastic pots. At the end of its life, bury it in the garden or put it in the compost bin/heap

Leaflet and paper sleeve: Cardboard/paper recycling bin

 

​Fruits & Seeds Eye Cream

Metals recycling bin (no need to remove labels).

All ingredients are biodegradable. However, you’re not meant to put large amounts of oil-soluble ingredients in your compost bin so you’ll have to make a decision based on how much leftover product you’ve got. If it’s a little bit, the compost bin is fine. Otherwise, use the general waste bin.

FibrePod: Re-use as a body exfoliator or kitchen scrub. Alternatively, use it to propagate seeds, instead of plastic pots. At the end of its life, bury it in the garden or put it in the compost bin/heap

Leaflet and paper sleeve: Cardboard/paper recycling bin

 

 

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: £10
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).
PLEASE NOTE: As a result of Brexit, EU customers may have to pay customs charges when their parcel enters the European Union.

Shipping cost for USA mainland: £15

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 by filling out this form before sending any products. Alternatively, email us at hello (at) whitfords.co.uk. Please include your name, surname, order number and reason for return.

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 within 14 working days. Your refund will be issued using the original method of payment used at time of purchase.

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

General Questions

Who is Klarna?

Klarna is a payments service that helps you buy the things you want or need. Right now, over 100 million people worldwide use Klarna at over 200,000 online stores.

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.

Pay in 3 Instalments

How does Pay in 3 instalments work?

Klarna’s Pay in 3 instalments is a credit product that lets you spread the cost of your purchases over 3 equal payments. Klarna will take the payments from your debit or credit card directly so you don’t have to worry about missing a payment. Klarna will take the first payment when you make the purchase, the second 30 days later and the final payment 60 days from your purchase date. You can
see your past and future payments at any time using the Klarna app.

Am I eligible for Pay in 3 instalments?

You need to be at least 18 years old and a UK resident to use Klarna’s credit products including Pay in 3 instalments. When you choose Klarna they will also check the information you provide and your financial situation.

Can I have multiple Pay in 3 instalments orders at the same time?

Yes, you can. If you see Klarna Pay in 3 instalments when you go to an online checkout then Pay in 3 instalments is available to you. Every time you use Pay in 3, Klarna will check to see whether you can use Pay in 3 again for each additional purchase.

What does Klarna consider when reviewing my application?

Klarna offers Pay in 3 instalments based on a number of factors such as the purchase amount, and previous order history. You can improve your chances of being offered Pay in 3 instalments by ensuring you provide your full name, accurate address details and arrange shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted
for Pay in 3 instalments before does not mean it will be offered for every order. In turn, if your application for Pay in 3 instalments is denied, it does not mean it will be denied for future orders.

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

If you want to purchase something using Klarna’s Pay in 3 instalments, you’ll need to share your phone number, email address, current billing address and your credit or debit card details. If Klarna need to talk to you urgently they’ll use the phone number you’ve shared. For any other information Klarna need to share with you, they’ll send this to your email address.

Will a credit search take place?

When you use Pay in 3 instalments, Klarna will perform a credit search. This means Klarna will look at certain information in your credit report to decide whether to approve your purchase.

How do I make repayments to Klarna?

Klarna will take your Pay in 3 instalments payments from the debit or credit card you shared when you made your purchase. Klarna will take the first payment when you make your purchase, the second payment after 30 days and the final payment 60 days from the day you made your purchase. You can see both past and future payments using the Klarna app.

Can I pay before the due date?

Yes. Just go to the Klarna app or log 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 through connections secured with the latest industry standard security protocols.

How do I know Klarna has received my payment?

Klarna will notify you by email and push notification when a payment is due and when you have made or missed a payment. 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 if I don’t pay for my order on time?

Pay in 3 instalments is a credit product and you are required to make your scheduled payments to Klarna. If Klarna is unable to collect your payment on the scheduled due date Klarna will make a further attempt to automatically collect payment seven days later. Should this next payment attempt fail, Klarna will make a final attempt to collect payment seven days later. They may continue to attempt to collect overdue and currently due payments on subsequent due dates, or invoice you separately for the unpaid total. Klarna may also share information about your missed payments with credit reference agencies. This means you may find it difficult or more expensive to use Klarna or other lenders’ credit products in the future. Full details can be found in the Klarna terms and conditions here.

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

If you don’t make your payments you will be in arrears as Pay in 3 is a credit product. Klarna may then share information about your missed payments with credit reference agencies. This means you may find it difficult or more expensive to use Klarna or other lenders’ credit products in the future. Klarna may also refer any debt to a debt collection agency. This agency will collect the debt on behalf of Klarna. Also, if the debt is referred to a debt collection agency Klarna will share this information with credit reference agencies.

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

If you have not received your goods please call Whitfords to check on your order and delivery status. You can also contact Klarna’s Customer Service so that they 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.

What happens if I cancel or return my order?

As soon as Whitfords has confirmed with Klarna that your cancelation / return has been accepted, Klarna will cancel any future scheduled payments as well as refund any amounts due. You will see the return in the Klarna app immediately.

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

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

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

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

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

Once Whitfords has received the return and Klarna have received our confirmation, Klarna 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.

What happens to my statement when I have returned part of my order?

Once Whitfords has received the partial return and Klarna have received our confirmation, an updated statement with an adjusted payment schedule will be sent to you by Klarna. You are always able to monitor the status of your order in the Klarna app.

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 Klarna’s Customer Service page for a full list of FAQs, live chat and telephone options.

Pay in 30 days

How does Pay later in 30 days work?

Pay later in 30 days is a credit product which lets you pay any time within 30 days of your purchase without interest or fees. You can make this payment using a credit or debit card on the Klarna app or logging into www.klarna/com/uk. Klarna will send you a confirmation email once your order is confirmed with full details. You can see both past and future payments using the Klarna app.

Am I eligible for Pay later in 30 days?

You need to be at least 18 years old and a UK resident to use Klarna’s credit products including Pay later in 30 days. When you choose Klarna they will also check the information you provide and your financial situation.

Can I have multiple Pay later in 30 days orders at the same time?

Yes, you can. If you see Klarna Pay later in 30 days when you go to an online checkout then Pay later in 30 days is available to you. Every time you use Pay later in 30 days, Klarna will check to see whether you can use the service again for each additional purchase.

What does Klarna consider when reviewing my application?

Klarna offers Pay later in 30 days based on a number of factors such as the purchase amount, previous order history. 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, accurate address details and arrange shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for Pay later in 30 days before does not mean it will be offered for every order. In turn, if your application for Pay later in 30 days is denied, it does not mean it will be denied for future orders.

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

If you want to purchase something using Klarna’s Pay later in 30 days, you’ll need to share your phone number, email address, current billing address and your credit or debit card details. If Klarna need to talk to you urgently they’ll use the phone number you’ve shared. For any other information Klarna need to share with you, they’ll send this to your email address.

Will a credit search take place?

When you use Pay later in 30 days, Klarna will perform a credit search. This means Klarna will look at certain information in your credit report to decide whether to approve your purchase.

How do I make repayments to Klarna?

You can pay any time within 30 days of your purchase without interest or fees. You can make this payment using a credit or debit card on the Klarna app or logging into www.klarna/com/uk. Klarna will send you a confirmation email once your order is confirmed with full details.You can see both past and future payments using the Klarna app.

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

If you choose to pay for your order using Pay later in 30 days, Klarna will send you an email showing you how to pay. The email will have a link you can use to make this payment using your credit or debit card.

Can I pay before the due date?

Yes. Just go to the Klarna app or log 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 through connections secured with the latest industry standard security protocols.

How do I know Klarna has received my payment?

Klarna will notify you by email and push notification when a payment is due and when you have made or missed a payment. 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 if I don’t pay for my order on time?

Pay later in 30 days is a credit product and you are required to make your payment to Klarna. Klarna may also share information about your missed payments with credit reference agencies. This means you may find it difficult or more expensive to use Klarna or other lenders’ credit products in the future. Full details can be found in the Klarna terms and conditions here.

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

As pay later is a credit product, if you don’t pay for your order Klarna may use a debt collection agency. Klarna will also report the missed payment to credit reference agencies. This means you may find it more expensive or difficult to get credit in the future.

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

If you have not received your goods please contact Whitfords to check on your order and delivery status. You can also contact Klarna’s Customer Service so that they 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.

What happens if I cancel or return my order?

As soon as Whitfords has confirmed with Klarna that your cancelation / return has been accepted, Klarna will cancel any future scheduled payments as well as refund any amounts due. You will see the return in the Klarna app immediately.

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

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

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

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

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

Once Whitfords has received the return and Klarna have received our confirmation, Klarna 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.

What happens to my statement when I have returned part of my order?

Once Whitfords has received the partial return and Klarna have received our confirmation, an updated statement with an adjusted payment schedule will be sent to you by Klarna. You are always able to monitor the status of your order in the Klarna app.

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 Klarna’s Customer Service page for a full list of FAQs, live chat and telephone options.

Klarna’s Pay in 3 instalments and Pay in 30 days credit agreements are not regulated by the FCA. Use of these and any missed payments may affect your ability to obtain credit from Klarna and other lenders. 18+, UK residents only. Subject to status. T&Cs apply.