Frequently Asked Questions
My Product has not arrived, what should I do?
Please check our help section to determine when your item will be shipped. All orders are shipped with Royal Mail. Our free standard delivery is 2nd Class which can take 3-5 days for delivery. If you have payed for first class delivery, please expect delivery within 1-2 days. Special delivery can be expected next working day before 1pm however a signature will be required. Certain orders will also require a signature, therefore please look out for the red Royal Mail card.
If the times mentioned above have expired, please allow a maximum of 2 days to account for any delays Royal Mail may be experiencing.
If the 2 days extra time has passed, please contact us and we will do our best to chase and/or locate your item.
My Product has arrived damaged?
We send out of our products in protective packaging, however in the unlikely event your item arrives damaged please contact us via our email: email@example.com and send us an attached photo of the damaged product. We will then do our best to replace the product.
Do you offer international delivery?
We currently provide both international and global shipping options. Please select your country at checkout and shipping fees will automatically be calculated for you. If you do have any issues or your country is not found, please contact us on:
Please note. If purchasing internationally, you will not pay UK VAT and therefore no tax will be applied at checkout. You will however have to pay local VAT and a fee when the item arrives at your countries customs. We will not be liable for any customs, VAT or duty fees.
Why are the volumes of various sizes?
This is a very common question. All of our measuring is automated and is therefore highly accurate and precise. What we have found is the thicker colours usually the blue, green and purple despite being measured in exactly the same way as the other colours, always appear to have slightly more in than the other lighter colours. We believe this is down to colours being more prone to aeration, being thicker and more viscous and leave behind a residue on the side of the bottle. All of these factors then contribute to the volumes being of various amounts. Please rest assured the same process is used for all of the colours therefore you would have received the correct volume paid for.
If in the unlikely event the volume is significantly lower then this could be due to a leakage. If this is the case, please send us an attached photo of the product to: firstname.lastname@example.org and we will do our best to replace the item.
I cannot remove the cap off my product
The caps we supply all of our products in due to the nature of the products are child safety caps. To open them, they must be pushed down and twisted anticlockwise at the same time. Unfortunately postal services are not the most comfiest of rides, therefore we have to secure the lids quite tightly. If you are still having difficulty, we find the easiest way is placing them on a hard, secure surface such as a table and putting all of your weight down on the cap while twisting at the same time. Once the cap has initially been opened it will be easily removed in future use.
Are you products tested on animals?
None of our products are tested on animals, nor do we purchase our ingredients or products from companies who do.
Do you offer deals for businesses?
If you are a business who is looking at placing a large or standing order, please contact us prior to purchasing and we maybe able to apply a discount to your order.
Are your colours vegan friendly?
All of our colours contain no ingredients derived from animals nor do we test any of our colours on animals. We also do not source any of our raw ingredients from companies who do animal testing.
Can you supply me with an MSDS (SDS), CofA, allergy declaration or an IFRA?
We can most certainly supply the applicable documents depending on the product purchased to you. We usually supply them via email, therefore please contact us on the following email address after you have placed an order:
Depending on the documentation required, we may have to contact our suppliers, therefore will send you the documents once we have received them.
Unfortunately we can only supply you the documentation if the products have been purchased from us directly since the documents are unique to our products.
When will my order be shipped?
Monday - Friday
Shipped next working day (Monday-Friday)
Same day if placed before 8am.
Saturday - Sunday
Can I change my address after placing an order?
If you have placed an order and used the wrong address, please contact us at: email@example.com. We will then do our best to change the delivery address. If the item has already been shipped, unfortunately we wont be able to change the address.
Can I return my item?
We are very sorry to hear you're not happy with your order. Of course, returning your order is not a problem. All orders can be cancelled/returned to us within 14 days, and as long as the items are still in a good condition with original packaging, we will be able to give you a full refund. However, we cannot refund you the cost of the return shipping to us unless the goods were sent to you in error or arrived damaged. You will need to email us at: firstname.lastname@example.org to begin the returns process.
I need my product sooner?
If you require your product sooner, please select the 1st class or express delivery option at checkout. 1st class shipping with be delivered within 1-2 days. Express will be delivered next working day. Please note there may be additional charges for Saturday delivery. Please also note Express shipping will also require a signature, so please ensure someone is there to sign for the item.
Can't find your question?
Not a problem, drop us a email at: email@example.com or follow our 'Contact Us' page for more information about how to get in touch.
Your question may be added to this page.