Frequently Asked Questions

How long does delivery take?

Delivery timelines vary by destination. Orders to Romania typically arrive within 2–5 business days. Shipments to the UK and EU generally take 5–10 business days. Orders to the US and Canada may take 7–14 business days. Please allow additional time during peak seasons or public holidays.

What are the shipping costs?

Shipping rates are calculated at checkout based on your delivery address and order weight. We offer free shipping promotions on qualifying orders — please check our current offers at checkout or on our homepage.

Do you ship internationally?

Yes — we ship to Romania, the UK, the EU, the US, Canada, and select international destinations. If your country is not listed at checkout, please contact us and we will do our best to assist you.

What is your return policy?

We want you to love every product you receive. If you are not fully satisfied, you may return eligible items within 14 days of delivery, provided they are unused, unopened, and in their original packaging. Please review our full Shipping & Returns Policy for complete details.

How do I initiate a return?

To begin a return, please reach out to our customer care team via our Contact page with your order number and reason for return. We will guide you through the process and provide a return authorisation where applicable. Please do not send items back without prior confirmation.

How should I use your skincare products?

Each product includes detailed usage instructions on its packaging and product page. As a general guide, apply serums and treatments to cleansed skin before heavier creams or oils. For best results, use consistently as part of your morning and evening ritual. If you have specific questions about a product, our team is happy to advise.

Are your products suitable for sensitive skin?

Our formulations are crafted with natural, vegan, and cruelty-free ingredients, and many are suitable for sensitive skin. However, individual skin responses vary. We recommend performing a patch test before full application. If you have a known skin condition or allergy, please consult a dermatologist and review the full ingredient list on each product page.

Are your products vegan and cruelty-free?

Yes. All of our products are formulated without animal-derived ingredients and are never tested on animals. You can learn more about our sourcing standards on our Our Product Sourcing Promise page.

What if my order is delayed or not delivered?

If your order has not arrived within the estimated timeframe, please first check your tracking information (sent via email after dispatch). Delays can occasionally occur due to customs clearance or carrier disruptions. If your order appears stuck or lost, please contact us and we will investigate promptly on your behalf.

My order arrived damaged — what should I do?

We are sorry to hear this. Please photograph the damaged item and packaging and contact our team within 48 hours of delivery. We will arrange a replacement or refund as quickly as possible.

What payment methods do you accept?

We accept all major credit and debit cards (Visa, Mastercard, American Express), as well as PayPal and other payment options available at checkout. All transactions are processed securely. Prices are displayed in your local currency where supported.

How does the rewards program work?

Our loyalty program, powered by Smile.io, lets you earn points with every purchase, account action, and referral. Points can be redeemed for discounts on future orders. Simply create an account to start earning automatically.

How do I earn and redeem points?

You earn points by placing orders, writing reviews, following us on social media, and referring friends. To redeem, log into your account and apply your available points at checkout. The more you shop, the more you save.

Do my points expire?

Points expiry is subject to our current program terms. Please log into your account or contact us for the latest information on point validity.

Do I need to pay import duties or taxes?

Orders shipped outside the EU may be subject to customs duties, VAT, or import taxes levied by your country's customs authority. These charges are the responsibility of the recipient and are not included in our product or shipping prices. Please review our Customs Duties & Import Taxes page for full details.

What happens if I refuse to pay import duties?

If a parcel is refused or returned due to unpaid duties, we may be unable to issue a full refund. Please read our Refusal to Pay Import Duties policy before placing an international order.

Do I have the right to cancel my order?

Yes. Under EU consumer protection law (Directive 2011/83/EU and EU Directive 2023/2673), customers in the European Union have the right to cancel their purchase within 14 days of receiving their order, without giving a reason. This is known as the cooling-off period.

How do I exercise my right of withdrawal?

You can submit your withdrawal request directly and electronically using our official cancellation form — no login required:

→ Submit Cancellation / Withdrawal Request

After submitting, you will receive an automatic email confirmation of your withdrawal request. Once your return is received and inspected, a full refund will be issued to your original payment method.

Are there any exceptions to the right of withdrawal?

The right of withdrawal does not apply to opened cosmetic or hygiene products where the seal has been broken after delivery, as these cannot be returned for health and hygiene reasons. It also does not apply to personalised or custom-made items. All other eligible products may be returned within the 14-day cooling-off period.

How can I reach customer support?

Our team is available via WhatsApp and email — both accessible from our Contact page. We aim to respond to all enquiries within 1 business day. For the fastest response, WhatsApp is recommended during business hours.