Frequently Asked Questions

About our products

Top product FAQs

  • Are your products tested on animals?

    We never do it and have been certified under The Leaping Bunny Program, an internationally recognised cruelty-free certification, since its launch. We do use animal by-products such as beeswax, propolis and Manuka honey, however we never use animal-derived ingredients such as carmine, shellac or collagen. All of our products are suitable for vegetarians.
     

  • I'm new to the range, which products should I start with?

    The key to radiantly healthy-looking skin is our simple 3-step cleanse, tone and moisturise routine – used every day, morning and evening.

    Step 1: Cleanse & Polish™ Hot Cloth Cleanser
    Our original beauty icon deeply cleanses to instantly remove daily grime, pollutants and make up to reveal smoother, clearer and brighter-looking skin.

    Step 2: Instant Boost™ Skin Tonic
    This heavenly-scented, alcohol free and non-drying floral toner provides an instant boost of hydration, while refreshing, soothing and toning.

    Step 3: Moisturiser
    Your choice of Skin Repair™ or Superskin™ Moisturiser, each expertly tailored to soften, smooth and condition different skin types.

  • Are your products suitable for sensitive skin?

    While we do have a number of customers who have sensitive skin, unfortunately there are no guarantees that individual products within our range are going to suit everyone. We would therefore recommend you carry out a patch test prior to using any new skincare product for the first time. A small amount should be applied close to the area of intended use (behind the ear is ideal in this instance). Should you experience any redness, irritation or discomfort during the next 24 hours then you should immediately and thoroughly wash the test area and we would not recommend use of that particular product.

    The only products in our range we would advise caution in using on sensitive skin are our Brightening Treatment Mask, Gentle Face Exfoliator and Deep Cleansing Mask due to the stimulating nature of these products.

    Please be assured that if any product purchased directly from our website or Customer Centre proves to be unsuitable for use we do have a 14 day returns policy.

  • Are your products suitable for vegans?

    No, our products are only suitable for vegetarians. We have in some formulations harnessed the naturally active properties of beeswax, propolis and Manuka honey, which are harvested as by-products of the honey industry. While we can confirm which products include these ingredients, without completing a full assessment of the entire supply chain we are unable to declare that any of our products are suitable for use by vegans.

    Products containing beeswax:

    • Cleanse & Polish™ Hot Cloth Cleanser – all scent variants
    • Gentle Face Exfoliator
    • Eucalyptus & Rosemary Botanical Candle
    • Rosemary & Rock Rose Body Cream
    • Superskin™ Face Serum (which contains a derivative of beeswax – Polyglyceryl-3 beeswax)

    Products containing propolis:

    • Deep Cleansing Mask


    Products containing Manuka honey:

    • Deep Cleansing Mask
  • Do you send out samples?

    We don't supply samples, but our travel sizes are an excellent way to try many products within our range. Most of these travel sizes contain enough product to last you approximately 7-10 days. If you are thinking of buying a product and are concerned it may not be to your liking, please bear in mind that we are happy to offer a refund or exchange on any unsuitable products. Simply contact us within 14 days of receiving the product and we will be happy to arrange this for you. Products purchased in store can be returned back to the store, with proof of purchase, within 14 days, for a refund or exchange.

General product FAQs

  • I'm new to the range, which products should I start with?

    The key to radiantly healthy-looking skin is our simple 3-step cleanse, tone and moisturise routine – used every day, morning and evening.

    Step 1: Cleanse & Polish™ Hot Cloth Cleanser
    Our original beauty icon deeply cleanses to instantly remove daily grime, pollutants and make up to reveal smoother, clearer and brighter-looking skin.

    Step 2: Instant Boost™ Skin Tonic
    This heavenly-scented, alcohol free and non-drying floral toner provides an instant boost of hydration, while refreshing, soothing and toning.

    Step 3: Moisturiser
    Your choice of Skin Repair™ or Superskin™ Moisturiser, each expertly tailored to soften, smooth and condition different skin types.

  • Are your products suitable for vegans?

    No, our products are only suitable for vegetarians. We have in some formulations harnessed the naturally active properties of beeswax, propolis and Manuka honey, which are harvested as by-products of the honey industry. While we can confirm which products include these ingredients, without completing a full assessment of the entire supply chain we are unable to declare that any of our products are suitable for use by vegans.

    Products containing beeswax:

    • Cleanse & Polish™ Hot Cloth Cleanser – all scent variants
    • Gentle Face Exfoliator
    • Eucalyptus & Rosemary Botanical Candle
    • Rosemary & Rock Rose Body Cream
    • Superskin™ Face Serum (which contains a derivative of beeswax – Polyglyceryl-3 beeswax)

    Products containing propolis:

    • Deep Cleansing Mask


    Products containing Manuka honey:

    • Deep Cleansing Mask
  • Do you send out samples?

    We don't supply samples, but our travel sizes are an excellent way to try many products within our range. Most of these travel sizes contain enough product to last you approximately 7-10 days. If you are thinking of buying a product and are concerned it may not be to your liking, please bear in mind that we are happy to offer a refund or exchange on any unsuitable products. Simply contact us within 14 days of receiving the product and we will be happy to arrange this for you. Products purchased in store can be returned back to the store, with proof of purchase, within 14 days, for a refund or exchange.

  • Are your products tested on animals?

    We never do it and have been certified under The Leaping Bunny Program, an internationally recognised cruelty-free certification, since its launch. We do use animal by-products such as beeswax, propolis and Manuka honey, however we never use animal-derived ingredients such as carmine, shellac or collagen. All of our products are suitable for vegetarians.
     

  • What is a Period After Opening symbol?

    On each of our products you will find the EU standard Period After Opening (PAO) symbol which identifies the 'lifetime' of a product once opened for the first time. It can be used as a guide once your product has been opened. The number inside the image of the pot tells you the number of months of this product's lifetime once opened.

    For example, if the symbol indicates ‘6M’, that a product can be used for 6 months after opening.

  • How can I incorporate a mask into my skincare routine?

    To get the best out of our treatments we recommend that you begin by cleansing skin, then apply your chosen treatment (Brightening Treatment Mask, Deep Cleansing Mask, Gentle Face Exfoliator or Intensive Nourishing Treatment Mask) following the directions on the product. Next use Instant Boost™ Skin Tonic to remove any last traces of the product and refresh skin. Finally apply your chosen moisturiser to leave skin soft and smooth.

Cleanse & Polish™ packaging

  • Why have you kept the Cleanse & Polish™ pump? ​

    Rather than remove the Cleanse & Polish™ pump from our range just yet, we are giving our customers all the tools they need to make an informed decision about whether to buy the pump or the tube. As more of you discover that our  tubes are not only recyclable, but also made using 55% post-consumer recycled materials, we trust that making the transition will become an obvious choice for everyone.​

  • Why has the price gone up on the Cleanse & Polish™ pump? 

    ​We are on a journey to improve the sustainability of our packaging, and for this reason have moved our Cleanse & Polish™ range over to tubes, which are not only recyclable, but also made using 55% post-consumer recycled materials. By updating across the range we are able to drive cost efficiencies which help us to maintain our prices, which is why you can still buy our 100ml tube at £15.50. The result of these changes is to limit the volume we put through our Cleanse & Polish™ pump, which we are now only retaining as a standalone 100ml product, the £1 increase is a reflection of this.

  • Why will you be getting rid of the Starter Kit bags? ​

    We have taken the decision to no longer sell our Starter Kits within a bag based on feedback from many of our customers, that they either did not use the bags or would end up with multiple bags that were being discarded. While we understand some of our customers will be sad to see the bags go, we are committed to improving our environmental impact by reducing waste, and so have made the decision to instead move our Starter Kits to our FSC certified, responsibly sourced and easily recyclable cartons. ​

  • Will you be discontinuing the pump in the future?​

    We are on a journey to improve the sustainability of our packaging, and pump packs present more of a technical challenge for finding an easily recyclable solution that can also work with our formula safely. We have been continuing to look into this issue with our suppliers, however, we hope our customers will enjoy getting all the same Cleanse & Polish™ benefits from purchasing our eco-conscious tubes, which are not only recyclable, but also made using 55% post-consumer recycled materials.​

  • Why is only the 100ml tube in the more eco-conscious starter carton? 

    We are on a journey to improve the sustainability of our packaging, and for this reason have made the decision to move our Starter Kits to our FSC certified, responsibly sourced and easily recyclable cartons. Our 100ml Cleanse & Polish tube is a completely new pack option that we not offered before, so we have been able to launch this into our carton straightaway. In the case of the other Cleanse & Polish™ Starter Kits, if we were to move these over to be in cartons all at once, we would have to dispose of any leftover bags. For this reason, even though it makes our shelves look a bit messy for a while, we’ve decided we will use up all the bags that we still have, so that customers who would like to purchase one of our Cleanse & Polish bags to keep can still do so, while stocks last. We would much rather our beautiful bags end up being used by our customers, than ending up in landfill.​

Sensitive skin

  • Are your products suitable for sensitive skin?

    While we do have a number of customers who have sensitive skin, unfortunately there are no guarantees that individual products within our range are going to suit everyone. We would therefore recommend you carry out a patch test prior to using any new skincare product for the first time. A small amount should be applied close to the area of intended use (behind the ear is ideal in this instance). Should you experience any redness, irritation or discomfort during the next 24 hours then you should immediately and thoroughly wash the test area and we would not recommend use of that particular product.

    The only products in our range we would advise caution in using on sensitive skin are our Brightening Treatment Mask, Gentle Face Exfoliator and Deep Cleansing Mask due to the stimulating nature of these products.

    Please be assured that if any product purchased directly from our website or Customer Centre proves to be unsuitable for use we do have a 14 day returns policy.

Ingredients

  • Are your products suitable for people with nut allergies?

    Allergies vary from person to person and so unfortunately, we’re not able to confirm for certain on any particular case. If you have any known nut allergies, we always recommend you speak to your medical practitioner first.

    As with any skincare or cosmetic product, there are no guarantees that individual products within our range are going to suit everybody. We therefore recommend you carry out a patch test prior to using any new skincare product for the first time. A small amount should be applied close to the area of intended use (such as behind the ear). Should you experience any redness, irritation or discomfort during the next 24 hours then you should immediately and thoroughly wash the test area and we would not recommend use of that particular product.

    If you would like more information or advice on products that contain nuts or nut derivatives, please contact our friendly Customer Centre team, who would be happy to provide you with more information.

  • Do you use parabens in your products?

    Yes, parabens are used as a safe, effective preservative in the following products:

    Botanical Shine™ Nourishing Hair Oil
    Brightening Treatment Mask

  • Why do you use preservatives in your range?

    Preservatives play an essential role in ensuring product safety, by keeping the cosmetics safe for use during the normal life of the product. Safe, effective products are our priority.

Advice for young skin

  • My teenage daughter/son is starting to develop blemishes. Which products do you recommend?

    Daily cleansing with Cleanse & Polish™ is an important first step. Even for oily skin, cream-based cleansers are best as they dissolve the skin's own sebum and gently remove any excess to prevent blemishes and blackheads forming. Cleanse & Polish™ contains purifying eucalyptus and rosemary oil, chamomile to help calm skin and hops to help tone and soothe.

    Even teenagers need to lightly moisturise – use a small amount of Skin Repair™ Light Moisturiser in the morning and at night. This light, gentle lotion is non-greasy and absorbs easily into the skin.

Cotton cloths

  • Why do I need to use the cotton cloth?

    The cotton cloth acts as a gentle exfoliator to help slough away dead skin cells that can make complexions appear dull. Exfoliation is an important part of any skincare routine, but some skin scrubs can be too harsh for sensitive skin. Our cotton cloth is gentle enough that you can use it twice a day, every day. We recommend you use the pure cotton cloth to remove Cleanse & Polish™, Brightening Treatment Mask and Intensive Nourishing Treatment Mask.

  • What are the care instructions for your cotton cloths?

    Rinse thoroughly after every use and allow the cloth to air dry naturally. To keep your cloths fresh and clean, after every few uses pop into a 30-degree white wash.


    We advise replacing your cotton cloths with every purchase of a full-size Cleanse & Polish™.

Moisturisers

  • How do I choose which moisturiser to use?

    Our moisturisers are available in 5 different formulations, simply use the one that best matches your skin type. Within our Skin Repair™ range, choose from Skin Repair™ Light Cream, Gel Cream or Rich Cream. We then have two luxurious Superskin™ Moisturisers – with natural neroli or unfragranced for sensitive skin.

    If you aren't sure of your skin type, a good way to judge is to ask yourself the following simple questions: Does your skin feel tight at any time during the day or show visible signs of dryness? If yes, choose Skin Repair™ Rich Cream. Does your skin tend to be shiny throughout the day? If yes, choose Skin Repair™ Gel Cream. If your skin is neither of these then opt for the Skin Repair™ Light Cream – this option is also a good choice if you have a moderately shiny T-zone across the forehead, nose and chin.

    Alternatively, you may like to try one of our Superskin™ Moisturisers. These have been specially formulated to help dry skin look and feel rejuvenated. They are rich in GLA, omega-3 and antioxidants for healthy, youthful-looking skin – and available either scented with natural neroli or fragranced for sensitive skin.

    You can also mix and match which moisturiser you use depending on your skin's needs. Some of our customers use a richer cream at night, or during the winter months, and a lighter formulation in the morning or during the summer.

  • Do Skin Repair™ Moisturisers contain SPF?

    Our Skin Repair™ Moisturisers do not contain SPF, this is so they can be used during the day and at night (as skin doesn't need SPF at night). If you would like to protect your skin with SPF during the day, we recommend you moisturise before applying a mineral sun cream. Please remember that to provide skin with a constant level of protection, sun products should be re-applied every couple of hours.

  • I have oily skin; do I still need to moisturise?

    All skin, however oily, will benefit from using a moisturiser twice a day, morning and night to ensure that it's in the best possible condition. The best formulation for oilier skin types is Skin Repair™ Gel Cream. This fast-absorbing plant-powered moisturiser locks in moisture and restores balance to your skin when it needs cooling, shine-free hydration

Suncare

  • What's your position on sunscreens?

    Sunscreens are unnecessary in a lot of skincare products, including cleansers, toners, night-time moisturisers and treatments such as face masks. We made the decision, early on, not to include an SPF in our moisturisers. This is mainly because we knew – from the experts that we worked with – that many people with sensitive skin find that using an SPF in their moisturiser daily can actually increase their sensitivity over time – this is particularly the case with chemical sunscreens, such as benzophenones and cinnamates, which can be potential irritants.

    According to photo-biology experts, including Prof Brian Diffey, sunscreens are not an absolute necessity during the daytime in our British winter, (or months in which the temperature is low/cool), as we tend to spend much of the time indoors. We recommend you use a common sense approach – if you spend a lot of time outdoors, you may like to use a sunscreen (although we do need vitamin D that the sun can provide) and certainly if you are skiing we recommend always using a higher SPF as the sun's rays can be stronger at high altitudes and are reflected back from the snow. During warmer months and in warmer climes it’s important to protect skin from the sun's rays.

    There are several good reasons why we do not use any chemical sunscreens (such as benzophenones, homosalate, benzene derivatives or cinnamates). Firstly, they can trigger allergic reactions in those with sensitive skin. Secondly, some studies indicate that they may actually encourage free-radical activity ­– potentially damaging skin cells and accelerating skin ageing. By contrast, non-chemical sunscreens reflect UV rays away from the skin and do not allow them to be absorbed.

  • Should I moisturise before or after applying sunscreen?

    We would recommend that you cleanse and tone skin first, then apply your chosen moisturiser, to ensure that skin gets the nourishment it needs. We would advise that after applying your moisturiser, you wait a few moments for it to be fully absorbed into the upper levels of the skin before applying a mineral sunscreen. Don't forget it is important to apply an adequate layer onto skin to ensure you are protected from the sun's rays and remember you'll need to re-apply every couple of hours for lasting protection.

Pregnancy