Help centre
Frequently asked questions
Orders, poster sizes, frame options, shipping, and policies — everything we hear most often. Can’t find what you need? Message our care team and we’ll reply as soon as we can.
Most in-stock orders are processed within one to two business days (Monday–Friday, excluding public holidays). Once your parcel is handed to the carrier, you will receive a shipping confirmation email with tracking details where the service supports it. During major sales or new launches, processing may take slightly longer; we publish notices on the site when delays are expected. If an item is on pre-order, the product page shows an estimated ship window. International orders may clear customs separately from our dispatch date, which can add time depending on your country. If you need an order by a specific date, contact us before purchasing and we will advise whether express options are available to your address.
Yes. We do not test our finished cosmetic products on animals, and we work with raw material suppliers who align with our cruelty-free standards. We monitor regulatory changes in the regions where we sell and adjust formulations or labelling when required. Some ingredients have long safety histories that may have involved animal testing decades ago at a supplier level; we choose modern alternatives where feasible and document our sourcing. If you are vegan, check individual product pages for animal-derived ingredients such as beeswax or certain pigments, which we always flag in the INCI list.
We do not test our finished fragrances on animals, and we work with suppliers who align with our standards. Regulations differ by region; we follow applicable labelling and safety rules where we sell. If you avoid animal-derived materials, check individual product descriptions — we note common ingredients such as ambergris substitutes or honey accords when relevant.
Many people successfully use both actives by separating them (for example, vitamin C in the morning with SPF, retinol at night) or by alternating nights if their skin is sensitive. However, skin tolerance varies; we recommend introducing one active at a time, patch testing, and following the directions on each label. If you use prescription retinoids, consult your dermatologist before adding high-strength vitamin C. Our customer care team can help you compare ingredient lists across products, but we cannot provide medical advice — seek a professional if you have a skin condition or are pregnant or nursing.
Longevity depends on concentration (EDP vs mist), your skin chemistry, climate, and how you apply. Generally, EDP lasts longer than body mist; pulse points and hydrated skin tend to hold scent better. Avoid rubbing wrists together after spraying — it can break down top notes faster. If a scent fades quickly for you, try layering with an unscented moisturiser first or reapply lightly later in the day.
Begin with a minimal routine: a gentle fragrance-free cleanser, a barrier-supporting moisturiser, and daily SPF. Use new products one at a time for at least a week so you can identify any trigger. Avoid stacking multiple strong acids or retinoids until your skin feels stable. If you experience burning, swelling, or widespread redness, discontinue use and contact a clinician. You may email our team with your concerns and ingredient preferences; we can suggest options from our line that are typically well tolerated, but individual allergy history always comes first.
Spray on clothing or hair instead of skin if direct contact irritates you, or patch test a small area first. Some people react to specific aroma chemicals or natural oils; discontinue use if you notice redness or itching. We cannot provide medical advice — consult a clinician if you have a diagnosed allergy or skin condition.
Sealed fragrance in original packaging may be returnable within thirty days of delivery where policy and hygiene rules allow. Opened bottles are often non-returnable unless defective, damaged in transit, or not as described — photograph the issue and contact us with your order number. Certain promotional or final-sale items are marked at checkout. Refunds go to the original payment method after we receive and inspect the return. See our full Returns & Exchanges page for details.
Use our shade descriptions and model references on each product page. Natural daylight photos on unedited skin tones are the most reliable guide. If you are between shades, our team can recommend based on your undertone (cool, neutral, warm) if you describe your current foundation match from another brand. We occasionally offer sample sizes where stock allows. For hygiene reasons we cannot accept returns on opened colour cosmetics solely due to shade preference in some regions, so when in doubt, message us before ordering.
Read the note pyramid on each product page (top, heart, base) and compare to fragrances you already like. Fresh/citrus scents feel lighter; woods and amber read warmer; florals add softness. When unsure, try a mini or discovery set before committing to a full bottle. Our team can suggest options if you describe a reference scent or mood.
We ship to many countries; available destinations and rates appear at checkout. Duties, taxes, and customs fees may be charged on arrival depending on local law — these are usually your responsibility unless we explicitly offer a duty-paid service. Delivery times vary by carrier and customs processing. If a package is refused at customs, return shipping and fees may be deducted from any refund. Use a complete, accurate address and phone number to help the courier reach you.
Keep products away from direct sunlight and extreme heat; bathrooms that steam heavily can shorten shelf life for some formulas. Close lids tightly after use. Note the period-after-opening (PAO) symbol — a jar icon with a number of months — and discard after that time even if product remains. Do not add water or mix products inside the original packaging unless the label instructs you to. If texture, colour, or smell changes unexpectedly, stop using the product and contact us with the batch code printed on the pack.
Keep bottles upright, tightly closed, and away from direct sunlight and heat (avoid windowsills and hot cars). Temperature swings can alter colour or smell over time. Use within the period-after-opening (PAO) shown on the pack. If liquid looks cloudy, separates oddly, or smells “off,” discontinue use and contact us with the batch code.
We label fragrance allergens in line with applicable cosmetic regulations. “Unscented” or “fragrance-free” products may still contain masking agents at very low levels; sensitive users should always patch test. If you have a known allergy to a specific INCI name, compare it carefully against our lists or ask our team to confirm for a SKU before purchase. Natural essential oils can trigger reactions as readily as synthetic fragrance components; we treat both with the same transparency.
We provide ingredient information in line with applicable regulations for cosmetic fragrance products. People with known allergies should compare INCI names carefully or ask us to confirm before purchase. “Unscented” bases may still contain neutral masking agents; always patch test if you are highly reactive.
Use the contact form on our website with your order number if applicable, or reply to your order confirmation email. We aim to respond within one to two business days. For urgent delivery issues, include your tracking number. We do not provide support through unofficial social media accounts — please use official channels only to protect your privacy.