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 either 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?

We offer free UK mainland shipping. Please note we don’t deliver to P.O. boxes. We will be offering shipping to other countries starting in 2020.

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.

How long will it take to receive my order?

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.

 

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 28 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.