Orders01
Changing, cancelling, paying, and the email that didn't arrive.
Can I change or cancel my order?
Yes, within an hour of placing it: write or call, and a person will change it or cancel it. After that it's usually in the carton, so the 60 days take over: send it back, opened or not.
My confirmation email hasn't arrived.
It leaves within a few minutes. Check the spam folder first; if it isn't there, write to us with your name and postcode and we'll find the order and send it again.
Which ways can I pay?
Card, Apple Pay and Google Pay. Every price includes VAT, so nothing is added at checkout except the delivery you choose.
Do I need an account?
No. Check out as a guest and track the order with its number and postcode. An account keeps your orders, your routine and your cabinet in one place, which is handy for the second bottle.
Delivery02
When it arrives, what it costs, and where we send it.
When will it arrive?
Every order is made for you, which takes two working days. Standard delivery then takes four to seven working days; express takes one and is £16.95.
How much is delivery?
Standard delivery is £9.95, and free when your bag comes to £45 or more. Express is £16.95.
Do you deliver outside the UK?
Yes, to 30 more countries: the EU, Switzerland, Norway and the United States, from €8.95.
Returns03
Sixty days to change your mind, even opened.
Can I return something I've opened?
Yes. You have 60 days to change your mind, even opened. Half a bottle back is fine; tell us what didn't suit and we'll learn from it.
How do I send it back?
Tell us your order number and we'll email a free returns label for the UK. Pack it in any box, drop it at a Post Office or a parcel locker, and that's it.
When do I get my money back?
Within five working days of the parcel reaching us, to the card you paid with. We'll email when it's done.
Products and ingredients04
What's inside, what it's for, and what isn't in there at all.
Is there olive oil in OLIVESKIN?
No. OLIVESKIN is named after a skin tone, the warm green-gold undertone people call olive, not after an ingredient. You won't find olive in our formulas.
What does COSMOS certified mean?
COSMOS is an independent standard for natural and organic cosmetics. It checks where every ingredient comes from and how the formula is made. Eight of our nine formulas carry it, and each product page says which.
Where can I read every ingredient?
On each product page, on the label: every line opens to say what that ingredient is and why it's there, in plain words.
Do you test on animals?
No, never, and nobody tests on our behalf. It has been against the law for cosmetics sold in the UK for years, and we'd say no anyway.
Your skin05
Sensitive skin, patch tests, and when to ask a doctor first.
I have sensitive skin. Where do I start?
With a patch test: a little on the inside of your arm, morning and evening for two days. If all is calm, carry on. The Sun Stick is made for sensitive areas too.
Can I use them when pregnant or breastfeeding?
Ask your doctor or midwife first, and take the product page with you: every ingredient is on it, in full.
Which products suit my skin?
Find your shelf will tell you: five questions, under a minute, and a routine of our products for your skin, with when and why for each.
Something has irritated my skin.
Stop using it and rinse with cool water. Then write to us: a person will help, and it can come back within the 60 days, opened.
Sun06
Mineral filters, how much to use, and when to go again.
Which filters do you use?
Mineral ones only: zinc oxide in both sticks and the Tinted Sunscreen, with titanium dioxide in the Sun Stick and the Tinted Sunscreen. The tint, from iron oxides, softens any white cast.
How much should I use?
More than you think. With a stick, several swipes over each area, then blend. Too little is the most common reason any sunscreen does less than its number.
When should I reapply?
Every two hours outdoors, and after swimming, sweating or towelling. That's why both sticks fit a pocket.
Gift cards07
How long they last, and what's left on yours.
How long is a gift card valid?
Two years from the day it's sent. Spend it in one go or over as many orders as you like.
How do I check the balance?
It shows at checkout as soon as you enter the code. Or ask us: a person will tell you in a minute.
Can it arrive on a particular day?
Yes. Choose the day when you buy it and we'll email it that morning at 8, or post it in the carton to arrive that day.
Track an order08
Your order number and postcode. No account needed.
A person answers09
9 to 6, Monday to Saturday. Usually within the hour, always within a working day.
A person answers, 9 to 6, Monday to Saturday
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