A clear answer, when we have one.

Frequently Asked Questions

Have a question? You may find the answer here.

We’ve put together answers to some of the most common questions about our products, ingredients, orders, shipping, returns, payments, and more.

Our aim is to make your experience as simple and transparent as possible — from understanding a formula to receiving your order.

Products

Learn more about our products, how to use them, who they may be suitable for, and how to build them into your care routine.

You’ll also find guidance on product storage, usage frequency, patch testing, and combining different products.

Ingredients & Formulations

Curious about what goes into our products?

Explore answers about the ingredients we use, why they are included, formulation choices, ingredient suitability, and how different ingredients may support your skin.

For deeper ingredient information, you can also explore our dedicated Ingredient Library.

Orders & Payments

Find answers about placing an order, payment methods, order confirmation, billing, cancellations, and what to do if something goes wrong during checkout.

Shipping & Delivery

Learn about delivery timelines, shipping charges, order tracking, delivery attempts, and what to do if your package is delayed or arrives damaged.

Returns, Refunds & Cancellations

Understand our policies around cancellations, eligible returns, damaged or incorrect products, refunds, and the steps required to raise a request.

Account & Support

Need help with your account or an existing order?

Our support information covers common account-related questions and explains how to contact us when you need additional assistance.

Still Have a Question?

If you couldn’t find what you were looking for, our support team is here to help.

Please contact us with your question or order details, and we’ll help you find the right information.