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Complimentary luxury sample size Moon Balm on all orders over £30.00 - just add to cart before checking out. Complimentary luxury sample size Moon Balm on all orders over £30.00 - just add to cart before checking out.

FAQ

Are your products vegan?

Yes! All of our formulated skin and bodycare products are 100% plant-based.


Are your products cruelty free?

Yes! Our products are never tested on animals and we have worked to ensure suppliers of ingredients are also cruelty-free.


Are your products organic?

Whilst the majority of our ingredients are organic, we’re still working to find organic alternatives to some of our botanicals. Organic ingredients are marked with a * in our ingredient lists.


Do you preserve your products?

We want to ensure that 100% of the ingredients within our products are included for a skin benefit, but preservatives are an incredibly important part of this too. 

Without them, our products would have an incredibly short shelf life and would be at risk of growing mould, spoiling and even causing infections to the skin from bacteria growth. 

Despite this, it’s possible to keep a product 100% natural, through clever plant-based preservatives. 

We choose to preserve our water based products with two plant-derived, organic acids that protect against microbial activity - Sodium Levulinate (from starch) and Sodium Anisate (from anise and fennel).

Our oil based products are preserved with vitamin E, naturally derived from wheatgerm oil. 


Which products are safe for use when pregnant or breastfeeding?

Many of our products include essential oils, which can be unsafe during pregnancy or when breastfeeding. 

Our Black Earth Detox Mask, Chaga Mallow Mask and Rose Quartz Water are all free from essential oils however.


I’m sensitive to essential oils. Can I use any of your products?

Our Black Earth Detox Mask, Chaga Mallow Mask and Rose Quartz Water are all free from essential oils.


How do I know what products are best for my skin?

Check out our Pairing Guide or drop us an email and we can give you advice on what products will suit your skin-type. 


Can I try your products before I purchase?

We have a number of stockists across the UK (and some in Europe) so get in touch and we can let you know if there is a store near you that has testers. 


What is the shelf-life of your products?

All of our products display either a PAO (Period After Opening symbol which tells you the number of months the product is good for once it is opened) or a Best Before symbol (which shows the “Best Used By” date). Typically, in most cases this is 12 months from point of manufacture. 

To ensure this shelf-life, and to keep products fresh, we recommend storing in a cool, dry place, away from direct sunlight. 


Are your products safe?

Alongside UK and EU regulations, each and every product formulation is carefully safety assessed by an external chemist before we make it available to you. We manufacture in a lab that complies with good manufacturing practice (GMP) and every product is logged and tracked on open UK and EU portals. 


How long does it take for orders to ship?

We work to process all orders within 3-4 working days after the order is placed. We try to ensure that stock is accurately updated on our website, but if a product is out of stock, we will notify you as soon as possible via email.


How long does delivery take?

All UK orders are shipped via "Royal Mail 48 Hour" delivery, which is a trackable service and expected to take 2-3 working days once dispatched. Despite this, it can sometimes take longer and is unfortunately not a guaranteed service. If you are looking to place an urgent order, please contact us in advance. 

International orders will be shipped via UPS, with tracking. Please allow up to 4 weeks for your order to arrive and follow your tracking in case customs fees are payable. Unfortunately, international orders can be held in customs which delays shipping which is out of our control. If you'd like to purchase an international order with express shipping, please get in touch for a quote before ordering.

All international orders are DDU (delivered duty unpaid) and the customer will be responsible for any customs fees. Should an international parcel be returned due to unpaid fees, the shipping costs will not be refundable and any return fees will be deducted from your refund.

If you do not receive your order within the specified time frame, please contact us and we can investigate.

 

** July 2021

An update for our EU customers. 

Unfortunately, we’ve had to make the decision to pause EU shipping to customers for the time being. 

It’s not a decision we've made lightly but sadly we are having an increasing number of parcels returned to us as customers have not collected their parcel from a pick-up shop on time, or have declined customs fees. Customs fees are not something we have any control or visibility over and it seems to vary a great deal country by country but it is something to bear in mind when purchasing anything across borders. 

Each time a parcel is returned to us, we are charged for this, and we don’t receive a refund on the original shipping paid, so we have to deduct both the return fee and shipping from the customer's refund in this circumstance. 

We will still be offering EU shipping on a case-by-case basis, we just ask you contact us first - info@palmofferonia.com.

We do also have a number of incredible stockists in Europe who you can shop from directly. You’ll likely pay less for shipping too. View the list here

As always, thank you so much for all your support and please do get in touch if you have any questions or concerns.