Got a question? We have the answer.
Here are some the answers some some questions we have been asked from time to time. If there is anything not covered here please do in contact with us on email@example.com
What dates do the sending period for each season run from?
We send each season based on the below dates:
Winter – December 1st to February 28th
Spring -March 1st to May 31st
Summer – June 1st to August 31st
Autumn – September 1st to November 30th
If you have a subscription order that was created on December 19th, you
would receive a winter jar. If you have an order created on July 24th, you
would receive a summer jar.
Where can I manage my subscription?
When you sign up for a subscription, you will have been asked to create
an account. Navigate to the top of the right of this page and click “log in”.
Log in using the details you signed up with and under your account details and address, you will see the option to “Manage Subscription”.
If you did not create an account upon signing up, no worries, just click “create account” on the login page and your order will be shown in your account as long as you sign up with the same email you completed your order with.
How can I change when my subscription orders are delivered?
You can completely control the frequency and delivery time of all of your subscription orders. Once you are logged in to your account head to "manage subscription". From here you can:
- Update the next order date
- Update all future orders based on the selected date
- Pause all future orders
- Order now
- Skip any future orders.
- Update your subscription order frequency.
By clicking the "edit future orders button" you can change when your orders are delivered. Select your chosen date and click "Only update the next order date" to change the date of your next delivery only. Clicking the "order now" enables you to bring your next order forward to the current day.
If you click to "update all future orders based off the selected date" your on-going delivery schedule will change to the date you have chosen.
The second option is useful if you want to bring all of your subscription orders in line to the start of the season.
To skip any order head to the manage upcoming orders section and choose which orders you wish to skip. If you wish to increase or decrease the frequency of the subscription click "change frequency".
I’m moving house/bank, how do I update this information?
Once you are logged in to your account, go to “manage subscription” and click “payment information”, and then “change payment information” to update your payment and banking information for the subscription.
To update your delivery address, click “address and shipping information” and then “edit” in the top right of the box.
I need to cancel my subscription
No problems at all, just head to the bottom of the manage subscription page after logging in and click “Cancel your subscription”.
Where are the products made?
Our products are all made in the UK by our chemists and suppliers in the countryside of Sussex.
Our products go through the world's most stringent tests and quality controls as they are produced in line with the EU regulations around cosmetics goods.
As our formulas are entirely bespoke, each product goes through three months of testing before getting to us to ensure quality.
Why don’t you offer samples?
Sustainably delivering samples isn't something we believe we can do as a company. Each year, there are 855 billion plastic sachets used, enough to cover the entire earth's surface.
We don't want to be part of that problem and we have yet to come across an economical way to offer our products in smaller metal or glass containers.
We offer a 150% refund guarantee on all single jars, meaning there is absolutely no risk to you to try our product in its original glass jar. If for whatever reason, you don't get along with it within 90 days, all that we ask is that you recycle the product and we will refund you 150% of the value of your order.
Why isn’t there a plastic lid on the inside of the jar?
These types of additional lids are called shives. They don’t serve any purpose in packaging outside of creating extra small plastic waste.
With our lightest product (summer), you might find that some of the moisturisers is on the inside of the lid after a particularly bumpy postal journey. This cream would have instead of been on the inside of a shive. With the difference in this situation being purely a cosmetic one, we think the rare case trade-off is an important decision to make.