Packaging, Shipping and Returns
Packaging
Our packaging reflects our commitment to sustainability and responsible practices. We have taken great care to minimize our use of materials and for items like brushes, we avoid unnecessary packaging. Sponges are held together with recycled kraft paper belly bands, while eco-friendly padding options like honeycomb paper and kraft Eco Padded Bags are used whenever possible. To reduce waste, we sometimes reuse packaging from suppliers. Our parcel boxes are crafted from 100% biodegradable cardboard, and stamped with our logo using non-toxic water-based inks. For shipping, we opt for eco-padded envelopes or the smallest box possible. We seal all packages with brown recycled paper tape that is fully biodegradable and compostable, right down to the natural, compostable adhesive.
Shipping
Your orders are typically dispatched via Royal Mail, though we might occasionally switch to a different courier. While we aim for swift delivery, sometimes the postal service might not meet our expectations. If your order seems delayed, please don’t hesitate to get in touch. Should you find yourself unhappy with your purchase, you have a 14-day period to return unused items or request a refund. For any damaged or incorrect items, we’ll happily cover the return shipping costs. We deeply value our customers and believe in working together to resolve any issues. We’re always here to help!
Usually, you can expect your delivery within three business days. However, during peak times like the holiday season, it might take a bit longer. Please give your parcel up to 14 business days to arrive before getting in touch with us. If it still hasn’t shown up after that, don’t hesitate to contact us.
We know that postal services can sometimes be a bit unpredictable, so while we can’t take responsibility for any delays, we’re more than happy to help track down your package. Please contact us via email if you are concerned about the whereabouts of your item. Please ensure that you double-check your details at checkout, as we’ll be sending your order to the address you give us. Unfortunately, if the details are incorrect, we won’t be able to take responsibility.
Returns
Damaged, faulty or incorrect products
If you ever receive damaged, faulty, or incorrect products, we’re here to make it right with an exchange or refund. However, please note that we can’t accept returns for items that have been used and returned due to personal preferences like smell, taste, or texture. For a thorough investigation, keep the original packaging and any damaged items. We might ask you to send the items back, but don’t worry – we’ll cover the shipping costs. If you run into any of these problems, just get in touch with our Customer Service team at [email protected].
Delivery addresses
The customer is responsible for entering their delivery address, and unfortunately, we can’t be held accountable for any mistakes made during this step, as it’s out of our hands. If a package ends up at the wrong address because of an error, we won’t be able to send another one. However, if the package finds its way back to us, we’ll gladly arrange for redelivery, though the additional shipping costs will need to be covered by you.
Unused products
If your order doesn’t quite meet your expectations, please don’t hesitate to reach out. We’re here to help and will quickly provide a solution. Should you need to request a refund or exchange an item, kindly return it within 14 days of delivery. If you have any questions about your order, let us know within 24 hours of receiving it. To qualify for a refund, you must email us within 7 days of getting your items. Keep in mind that unless the product is defective, return shipping costs are the customer’s responsibility. Items must be returned in their original packaging, unused, undamaged, and in resaleable condition for a full refund.
Feel free to contact us if you wish to return a product, and we’ll be happy to assist you: [email protected].
Refunds will be issued directly to the original credit/debit card used for the purchase. If you request a refund but do not return the items within 14 working days after notifying us, we will be unable to process the refund. This policy does not affect your legal rights as a consumer.