Frequently asked questions.
From your first routine to your next delivery.
Find the details you need, all in one place.
Orders
Your order confirmation email contains your order number and a summary of your items. If you ordered while signed in, you can also check your account.
Contact us with your order number and the change you need. We’ll check the order status and let you know what is possible. Changes may not be possible once an order is being prepared or has shipped.
Check your spam folder and the email address used at checkout. If the confirmation is still missing, contact us with your name and the date you placed the order. Please do not send card details.
Delivery & returns
Check your dispatch email for a tracking link. If you cannot find it, contact us with your order number so we can help you check the delivery status.
Enter your delivery address at checkout to see the shipping options and costs available for your order before you pay. For a destination-specific question, contact us with your delivery country.
Contact us with your order number, the item name and a short description of the issue. For damage or an incorrect item, include a photo if available. We’ll confirm the applicable return conditions and next steps before you send anything back.
Products & routines
Check the product page and the label for ingredient information and directions. If a detail is missing or unclear, contact us with the product name before placing your order.
Use our contact form and select Product & routine advice. Tell us what you currently use and what you are looking for so we can help you find the relevant product information.
Follow the storage guidance on the packaging. Keep the original label so you can refer to product-specific instructions and the expiry date or period-after-opening symbol.
Account & checkout
Orders placed while signed in are available in your account. For an order placed without signing in, refer to your confirmation email or contact us with your order number.
Open My account, select “Lost your password?” and enter the email address used for your account. Follow the link in the reset email; check your spam folder if it does not arrive.
The payment methods available for your order are shown at checkout. If a payment does not go through, check the details and any message shown before trying again. Contact us if you need help, without sharing your full card number or security code.
A little more help?
Can’t find your answer? Tell us what you need and we’ll help with the next step.