1. How do I create an online account?
Simply visit our homepage and select 'Account' at the top right-hand side of the page. If you already have an account enter your log in details (email address and password) and click LOG IN. If you do not yet have an account, click 'Create one' and enter your details as prompted.
2. What are the benefits of having an online account?
By creating an account on our website your personal details are stored which makes placing an order more straightforward and saves time. You can link your account with your loyalty card to earn and redeem points with your purchases, and you can also see your order history. Any items added to your shopping bag will be saved until you are ready to make a purchase and if you need to contact the Customer Care team for assistance with your order, we will be able to help more easily.
3. I forgot my password, how can I reset it?
On the account log in page click on the 'Forgot password' link. Enter your email address and if there is an account linked to that address you will receive a password reset email. Please follow the instructions in the email to reset your password.
4. I am having trouble logging into my logging account, what should I do?
Ensure you are entering the email address you originally created the account with and the correct password, which is case sensitive. If you have forgotten your password, please click on the link to reset. If you are still experiencing an issue, please contact our Mail Order team +65 9889 0142 email@example.com
5. How do I update my account details?
You can amend addresses from the 'Manage addresses' button on your Account site.
6. How can I be removed from your mailing list or amend my account details?
We will always ask you before using your information for marketing or promotional purposes and you can exercise your right to prevent such processing by checking or unchecking certain boxes on the account set-up forms. If you have consented to us sending you marketing or promotional information you have the right to change your mind. To unsubscribe from promotional and marketing newsletters you can click on the 'unsubscribe' link at the bottom of the email. Please be aware it can take up to 72 hours for this to take place. To stop receiving postal mailing brochures and postcards or to update your details please contact the Mail Order team on +65 9889 0142 or firstname.lastname@example.org with your name and current postal address, and new postal address if applicable.
7. How do I delete my account and personal details from your records?
If you would like to delete your account, please contact the Mail Order team who will be able to do this for you on +65 9889 0142 or email@example.com. If you would like all your data to be permanently deleted and removed completely from all our systems, please let us know and we will put into action the necessary processes.
1. What payment methods can I use to place an order?
You can place an order online using credit or debit card (Visa, Mastercard, American Express, Visa Electron, Maestro) or via PayPal. Gift cards, vouchers and loyalty points can also be redeemed against the payment total. Unfortunately, we do not accept payment via cheque, postal order, bank transfer or Bitcoin.
2. How can I place an order?
You will find our full product range on our website where you can easily place an order through our online shop, either as a guest user or through your online account if you have one. Alternatively please call our Mail Order Team on +65 9889 0142 who are ready to take your order and help with any product queries you may have. Purchases made over the phone can be paid for with debit or credit card only.
3. How do I know if my order was successful?
You will receive an email notification to the email address registered to your account or entered at guest checkout shortly after placing your order. If you do not receive this email, you should contact the Mail Order team on +65 9889 0142 or firstname.lastname@example.org to ensure there is not a problem with your order and investigate further.
4. Can I make a change to my order once it has been placed?
Once an order has been placed you are not able to change or amend it online however if you contact the Mail Order team as soon as possible after making the order we may be able to assist. Please note changes are not always possible particularly during promotional periods or if you have opted for express delivery however we may be able to cancel the order for you if it has not yet been dispatched.
5. I would like an item that is showing as out of stock, can I still order it?
Due to the nature and way in which are products are made we are not able to fulfil back orders. Therefore, unfortunately we do not have the facility with our ordering system to take payment for out of stock items.
6. What do I do if there is something wrong with my order when it arrive?
We hope that your products reach you in perfect order however in the unlikely event you have encountered an issue or you have a query regarding your order please contact the Mail Order Team on +65 9889 0142 or email@example.com
1. Can I have my order delivered to an alternative address?
Yes absolutely! Just add the alternative address when prompted in the Shipping Address section during the checkout process or select one previously entered from your address book.
2. Can I place an order to be sent to multiple addresses?
No, unfortunately we are only able to dispatch an order to one address on a single order. If you require products to be sent to more than one address, separate orders would need to be created for each address.
3. Can I have my order delivered to one of your stores?
We offer a 'Reserve & Collect' service which enables you to reserve your chosen items in-store for 24 hours, depending on individual store stock availability. Once you have chosen the product you would like simply click on the 'Reserve & Collect' link, instead of adding the item to your bag, and follow the prompts to reserve your items. Unfortunately, it is not possible to pay for an order online or over the phone to be delivered to a store as they physically do not have enough space to hold customer orders placed through Mail Order.
4. How will my order be packaged?
In most cases we pack your order a in cardboard box. All our boxes are made of FSC certified sustainably sourced card and are 100% recyclable. The box is filled where necessary with completely biodegradable starch chips to protect the products from being damaged in transit.
5. Who will deliever my parcel?
We use Parcel Force to send your parcel on a signed for, trackable service. We pass your delivery details, phone number and order value (for insurance purposes) so Parcel Force can fulfil the delivery of your order. If you are purchasing a gift card you can opt to have it sent via Royal Mail as it will fit through a letter box however this is not a trackable service. For orders being sent outside of the UK within Europe Parcel Force will hand over the parcels to their delivery partner GLS. For orders going outside of the EU they will be passed to a local courier or delivery service within that country.
6. How do I know when my parcel is going to arrive?
Please refer to the delivery timeframes for the delivery option you selected. You will also SY5 6PSbe sent an automated shipment confirmation email when your parcel is dispatched from our warehouse which includes your Parcel Force tracking number. Simply click on the link to follow your order's progress as it makes its way to you or go to https://www.parcelforce.com/track-trace and enter your parcel's tracking number. If you provided a phone number with your order Parcel Force will send an SMS on the day of delivery with an estimated delivery time.
7. What happens if I am out when my order is delivered?
Please do not worry! If you are not at home when delivery is attempted your delivery driver will either take your parcel back to the depot and attempt a second delivery, deliver it to one of your neighbours to sign on your behalf or take it to a nearby post office for collection. A card should be put through your door informing you where your parcel has been taken or an SMS will be sent to your mobile number if provided, but we always recommend checking the tracking details. If in any doubt please contact the Mail Order team on +65 9889 0142 or firstname.lastname@example.org
8. I cannot find the delivery card to collect my parcel from the post office, what should I do?
It is not a problem if you do not have the delivery card. Just take a valid photo ID to the Post Office along with a record of your tracking number to collect your parcel.
9. My parcel hasn't arrived, what should I do?
It is usually nothing to be concerned about. In the first instance please check the Parcel Force tracking details as it may be that it has been delivered to a neighbour or taken to a nearby post office. You should have been sent the tracking number in an automated shipment confirmation email. If further assistance is required please contact the Mail Order team on +65 9889 0142 or email@example.com
1. Who can I contact to for advice about your products?
Our website is full of useful information about the individual products, ingredients and how-to-use directions, videos and other resources so we would recommend having a look here for general product information. However, if you require further information or just feel like speaking with a person please do get in touch! If your query is regarding general skincare routines and suitable products, please contact our Mail Order Team on +65 9889 0142 or firstname.lastname@example.org
2. I have a query about health care, who can I contact?
Our Customer Care team is more than happy to answer questions you may have regarding health care however please note that phone or email communication does not replace a full assessment and consultation with a health care practitioner, and we cannot diagnose or provide prescriptions for specific conditions. Please contact our Advisors on +65 9889 0142 or email@example.com for further information and advice.
3. I've had a reaction after using one of your products, what should I do?
Unfortunately, in some cases using organic ingredients does not eliminate the possibility of an individual skin reaction. Please contact our Customer Care Advice Team on +65 9889 0142 or firstname.lastname@example.org who will be able to assist you with any concern you may have. If you feel you require immediate medical attention, please contact your health care practitioner.
4. Are you products vegan?
Some of our products do contain animal derived ingredients. All these ingredients are produced without causing any harm to the animals however they would not be suitable for vegans. You will also find the Vegetarian Society Approved Vegan Logo under the Awards and Accreditations which are detailed individually for each product on our website (found under Customer Reviews). If you are unsure or for further details please contact the Customer Care Team on +65 9889 0142 or email@example.com
5. Are your products organic?
We have worked closely with the Soil Association since 1991 using certified organic ingredients and in 2002 developed standards for the first certified organic skin care range. You will find the Soil Association Organic logo under the Awards and Accreditations detailed individually for each organic product on our website (found under Customer Reviews). As of 2017 our new cosmetic products will also be certified to a new global organic standard under COSMOS which is the new COSMetic Organic Standard.
You can identify the two types of certified organic ingredients on the product ingredients listed as follows:
- Organic Ingredient: Directly produced from an organically grown plant source - marked with a single asterisk
- *Organic Origin: Comes from an organic source but has been processed to produce a different final ingredient - marked with a double asterisk **
Not all ingredients we use can be Soil Association certified organic because some of these such as water, clay, salt and minerals, although pure and natural, cannot be classed organic because they are not grown from soil. For further details or clarification please contact Customer Care on +65 9889 0142 or firstname.lastname@example.org
6. Can I try a sample of your products before I make a purchase?
We would recommend visiting one of our stores where you can try out the 'testers' and take samples home with you. However, if you are unable to visit a store, we can send up to 3 samples at a time to you, excluding toners and some oils. We always recommend doing a patch test if you are using a skincare product for the first time and are concerned you may be sensitive or have allergies.
7. Why has my favourite product been discontinued?
We're constantly reviewing our product range and sometimes decide to discontinue a few of our products. Maintaining our entire current product range as well as creating innovative new ones is unfortunately not sustainable. We apologise for the inconvenience this may cause you however it does allow us to offer a mix of exciting new products, customer favourites and even some heritage products that have been with us from the beginning. Please contact our Customer Care team on +65 9889 0142 or visit us in-store if your favourite product has been discontinued and you need a new recommendation.
8. My diffuser has stopped working, what should I do?
We recommend you maintain your diffuser correctly by emptying and rinsing the water tank of your diffuser and wiping it dry with a clean cloth every time you use it. This is because essential oils, especially citrus oils, may cause damage to the disc if left in the water tank which can stop it from working. This type of damage is not covered under the manufacturer's warranty, which is valid for 1 year from the date of purchase. If your diffuser has been properly maintained and is within the warranty period please contact our Advice Team on +65 9889 0142 or email@example.com who will be happy to assist you.