Question 1

How can I track my order?

Accepted Answer

Use the tracking link in your dispatch email for the latest carrier update. If you cannot find the email or the tracking has not updated, send our care team your order number and the email address used at checkout.

Question 2

Can I change or cancel my order?

Accepted Answer

Contact us as soon as possible with your order number. Once an order is being prepared, changes or cancellation may no longer be possible, but the team can explain the options available for your order.

Question 3

My delivery is delayed. What should I do?

Accepted Answer

Check the latest carrier scan using your tracking link. If there has been no progress or the estimated date has passed, send us your order number and delivery postcode so we can look into it.

Question 4

How do I return an item?

Accepted Answer

Contact the care team with your order number and the items you would like to return. They will confirm whether your items are eligible and share the correct return steps for your order.

Question 5

My item arrived damaged or faulty

Accepted Answer

Please keep the item and its packaging. Contact us with your order number, a description of the issue and clear photographs if possible, so the team can assess the next steps.

Question 6

Can you help me choose a product?

Accepted Answer

Yes. Tell us what you are looking for, your preferences and any ingredients you prefer to avoid. For personalised shade or skincare guidance, include as much detail as you can about your current routine or usual shade.