Help & FAQ's

Help & FAQ's

Need help? You’ll find answers to our most common questions below — simple, clear, and up to date. Still unsure? Reach us anytime through our contact form.

1. How do I cancel my order?

If your order hasn’t entered processing (usually within 24 hours), we can cancel it for you. Contact us immediately using our contact form with your order number. Once shipped, you can still use your 14-day right to cancel after delivery (see Returns Policy).

2. How do I return a product?

Returns must be unused, unopened, and in their original sealed packaging. Just message us through our contact form with your order number and reason. We’ll reply with the return address and instructions.

3. What items can’t be returned?

For hygiene and safety reasons, we can’t accept returns on opened or used beauty, skincare, or personal-use items unless faulty. This includes creams, serums, masks, and similar products once opened.

4. My item arrived damaged — what should I do?

Report delivery damage within 48 hours using our contact form and include clear photos. If a fault appears within 30 days, we’ll repair, replace, or refund under the Consumer Rights Act 2015.

5. When will I receive my refund?

Once your return has been received and inspected, we issue refunds within 14 days to your original payment method. Your bank or card provider may take a few extra days to process the transaction.

6. How long will delivery take?

Estimated times are shown at checkout. Most UK orders arrive within 3–7 working days. International delivery may vary. Delays caused by couriers or customs are beyond our control.

7. Is my payment secure?

Yes — all payments are processed through our encrypted checkout provided by Shopify and trusted gateways like PayPal and Shop Pay. We never see or store your full card details.

8. Do your products give medical results?

No — our products are designed to help you look and feel your best but are not medical devices. Always follow instructions carefully and stop using any product if irritation occurs.

9. What happens if my parcel is lost or delayed?

If your tracking shows no update after a reasonable time, contact the courier directly, then let us know via the contact form. We’ll assist where possible, though we can’t be held responsible for courier or customs delays once dispatched.

10. How do you handle my personal data?

We only collect what’s needed to fulfil orders and provide support. We don’t sell or share your data for profit. See our Privacy & Cookie Policy for full details.

11. Can I get updates on new products or offers?

Yes — join our email list during checkout or via the newsletter signup on our homepage. You can unsubscribe any time with one click.

12. Still need help?

Reach our team anytime through the contact form. We aim to reply within one working day.

Note: This Help & FAQ page is a simplified guide. For full legal details, please read our Terms of Service, Returns Policy, and Privacy Policy.