How can we help?

We currently ship across the EU, with Germany as our home market. The shipping options and costs available to you are shown at checkout once you enter your address.

Orders are typically prepared within one to two working days. Once shipped, delivery times depend on your location and the carrier — the estimate for your address is shown at checkout.

Shipping is calculated at checkout based on your delivery address. Any current free-shipping threshold will be shown there and applied automatically.

Orders are dispatched with FedEx. You'll receive a tracking link by email as soon as your parcel is on its way.

If your order hasn't shipped yet, contact us quickly and we'll update it. Once a parcel is with the carrier, you may still be able to redirect it using the options in your tracking link.

The carrier will normally attempt delivery again, leave your parcel with a neighbour, or drop it at a nearby pickup point. Your tracking link will tell you exactly what happened and what to do next.

If the product is still sealed and unused, yes — you can return it within the 14-day withdrawal period.

Once a product has been opened or used, we're unable to accept it back. Skincare is a hygiene product: once a seal is broken we can't guarantee what has happened to the formula, and it can never be sold to anyone else. This isn't us being strict — it's a health and safety standard that applies across the cosmetics industry.

This doesn't affect your rights if something is wrong with the product itself. See the questions below.

You have 14 days from receiving your order to withdraw from your purchase, in line with EU consumer law. Products must be returned unopened and with their seal intact.

Sealed cosmetics that have been unsealed are excluded from the withdrawal right for health and hygiene reasons — this is a specific exception provided for in EU consumer law, not a policy we invented. Full details are in our refund policy.

Then the hygiene rule doesn't apply — opened or not. If your product arrived damaged, turns out to be faulty, or isn't what you ordered, contact us with your order number and a photo and we'll arrange a replacement or a refund.

Your statutory rights around faulty goods are always intact, regardless of anything else on this page.

Stop using it and get in touch with us — we want to know. Tell us which product it was and what happened, and we'll look at it with you case by case.

We'd always rather hear about a reaction than have you quietly throw something away. It also helps to patch test anything new before applying it fully.

Contact us first with your order number and what you'd like to return — please don't send anything back before we've confirmed it. We'll check it qualifies and send you the return instructions and address.

If you're returning a sealed product because you changed your mind, return shipping is your responsibility. If the item was damaged, faulty or incorrect, we cover it.

Once your return reaches us and has been checked, we'll refund your original payment method. Depending on your bank, it can take a few working days to appear on your statement.

Since opened skincare can't be returned, it's worth a minute up front. Our skin quiz recommends a full routine based on your skin type, concerns and goals, and every product page lists its full ingredients so you can check for anything you know doesn't agree with you.

Still unsure? Message us before you order — we're happy to point you in the right direction.

The full list of available payment methods is shown at checkout — it can vary slightly depending on your country.

Yes. Payments are handled through Shopify's secure, encrypted checkout. We never see or store your full card details.

Prices shown include applicable VAT. Any shipping costs are calculated separately at checkout.

Declines usually come from the bank rather than from us. It's worth checking your details, trying another payment method, or contacting your bank. If it keeps happening, let us know and we'll help.

This is often a temporary authorisation rather than a completed charge, and it usually disappears on its own within a few days. Contact us with the details and we'll confirm whether an order actually exists.

Enter your code in the discount field at checkout and it will be applied to your total. Codes generally can't be combined with other offers, and can't be added retroactively once an order is placed.

Our skin quiz takes about a minute and suggests a full Cleanse, Treat, Moisturise and Glow routine based on your skin type, concerns and goals. You can also explore the four steps on our Ritual page.

Yes. Our formulas are vegan and never tested on animals. Each product page lists its natural and organic content along with any certifications that apply to that formula.

Every product page includes a full INCI ingredients list under the Ingredients section, along with key benefits and how to apply it.

Several of our formulas are made with sensitive skin in mind, and the quiz will steer you toward them. That said, sensitivity is individual — always check the ingredients list, and patch test before using something new.

Apply a small amount to a discreet area — the inner forearm or behind the ear — and leave it for 24 hours. If there's no irritation, you're generally good to use it as directed. Stop using any product that causes a reaction.

Some ingredients — retinol in particular — are commonly avoided during pregnancy. We're not able to give medical advice, so please check the ingredients list and speak with your doctor or midwife about what's right for you.

As a general rule: cleanse, then treat with a serum, then moisturise, and finish with an oil. That's exactly the sequence our ritual is built around — you can read more on the Ritual page.

Check the small open-jar symbol on the packaging — the number inside it (for example 12M) tells you how many months the product stays at its best after opening. Store products somewhere cool and out of direct sunlight.

Skin renews gradually, so most changes become noticeable over several weeks of consistent use rather than overnight. Consistency does more than intensity — a simple routine you actually keep will outperform a complicated one you don't.

No — guest checkout is always available. An account simply keeps your order history and details in one place for next time.

Every email we send includes an unsubscribe link at the bottom. One click and you're off the list — no hard feelings.

We use your details to process orders and, if you've opted in, to send you emails. We don't sell your data. Everything is set out in our privacy policy.

Yes — under GDPR you can request access to or deletion of your personal data at any time. Just contact us and we'll take care of it.

Our formulas are produced in Europe with a partner manufacturer, and every product meets EU cosmetics regulations before it reaches you.

We keep packaging as simple and considered as the formulas inside it. Please separate components where you can and follow your local recycling guidance.

Once a cosmetic product has been opened, it can't safely go to another customer — so a returned open product is simply destroyed. That's wasteful for everyone, which is another reason we'd rather help you choose the right product the first time than process a return afterwards.

Each product page states its natural and organic content as a percentage, along with any certification that applies to that specific formula. We'd rather give you the actual number than a vague claim.

We're open to the right partnerships. Get in touch with a little about your business and what you have in mind, and we'll take it from there.

Send us a message through our contact page with details about you and your audience. We read everything, though we can't always reply to every enquiry.

Yes — please reach out through our contact page with your outlet, your deadline and what you need, and we'll get back to you.