Browse FAQs by topic
We know some customers consider FAQs the bane of their existence. If you're one of them, please email us at customer@edinburghskincare.com and a friendly human will assist as soon as possible. Please note, our business hours are from 10am to 6pm, Monday to Friday.
Orders & delivery
Please allow 1-2 business days for your tracking number to become active after you receive your shipping confirmation email. If your order is significantly delayed (beyond the estimated delivery time) or the tracking shows no movement for more than 5 business days, please contact us with your order number, and we will open an investigation with the courier immediately.
We aim to dispatch all orders within 1–2 business days. You will receive a separate shipping confirmation email, including your tracking number, once your order has left our warehouse. If you placed your order on a weekend or public holiday, processing will begin on the next business day.
Please note that during high-volume periods, such as Black Friday, processing time might increase to 2-5 business days.
While we work hard to ensure prompt delivery, we cannot guarantee delivery by a specific date. Our estimated shipping times are provided at checkout. If you require expedited shipping, please select an express option (if available) during checkout, but note that we cannot control unforeseen courier delays.
International shipping timelines can vary greatly due to customs processing in the destination country. Your package may be waiting for customs clearance, which can take several weeks. If your tracking status does not update for an extended period, please contact us, and we will follow up with the carrier.
We typically use Royal Mail (or a similar national postal service) for dispatch from the UK, and they then hand the parcel over to a local courier or post service in the destination country. Please refer to your tracking number once received to identify the local delivery partner.
The tracking link provided in your shipment email should identify the local carrier once the package leaves the UK. If you are having trouble, please contact us with your order number, and we will check the final mile carrier (e.g., Splonline, DHL, etc.) that was used for your specific delivery.
We are very sorry for any inconvenience this has caused. Once the order is returned to us, we can either: 1) Issue a full refund for the product cost, or 2) Arrange to re-ship the order to a different, reliable address (a re-shipping fee may apply).
We are extremely sorry to hear about your experience. While the delivery drivers are employed by our third-party courier partner, we take all feedback seriously. Please contact us immediately with your order number, the courier's name, and as many details as possible about the incident (date, time, location), and we will submit a formal complaint to the courier on your behalf for investigation.
Very large orders may be split into multiple parcels to ensure safe transport and to prevent damage. They may arrive on different days and may have separate tracking numbers. If your order is split, we will send you an email notification with details for each package.
Head to our dedicated rewards page for all the information on our rewards program and how to take advantage of your hard earned points.
Returns & refunds
Once your return is received and inspected at our warehouse, please allow 5-7 business days for the refund to be processed. A confirmation email will be sent when the refund is initiated. Depending on your bank, it may take an additional 3–5 business days for the funds to appear in your account.
We are sorry to hear that! Please check your package carefully, as small items can sometimes shift during transit. If you confirm an item is missing, please contact us within 48 hours of delivery with your order number, and we will promptly ship the missing product to you, free of charge.
We apologize for the error! Please contact us immediately with your order number and a photo of the incorrect item received. We will arrange a free return label for the incorrect product and ship the correct item to you as quickly as possible, free of charge.
You can sign in to your account on the website and then navigate to your account page. There you can cancel your order if it hasn't been processed yet.
We do process orders quite quickly, but you can also contact us immediately after placing the order, and we may be able to cancel it manually on our side before it ships if it is within our business hours. Please email us with your order number in the subject line. If the order has already been dispatched, you will need to return the parcel to us following our standard returns process for a refund.
You can just write all details on a paper and ensure that paper is fixed to the box and won't damage during transit. Use a postal or courier service of your choice and send the unopened items back to our warehouse. We strongly recommend using a tracked or recorded service and retaining your proof of postage.
We generally do not offer refunds for price adjustments or promotional offers launched after your purchase date. Promotions are typically for a limited time and are not applied retroactively.
You can always sign up for our email marketing (please see our footer for the sign up form) and change your preference so you only receive sale emails. That way you'll always be informed when we have a promotion.
When an order involves multiple items or was placed as a bundle, we may have inadvertently refunded only the item(s) we were able to process immediately, or only the product cost, excluding shipping. If the entire order was successfully cancelled before dispatch, please notify us, and we will immediately process the remaining balance of the full refund.
We sincerely apologize for this confusion. This occasionally happens due to an optional "re-convert" or upsell offer that some customers accidentally accept during the checkout process. We are currently working to make this process much smoother. Please contact us immediately, and we will resolve the issue. If the item has already shipped, you can return the unwanted product for a full refund of its cost (we will cover the return postage).
We do not typically refund the cost of shipping (e.g., you didn't like the product, or you changed your mind about an order). We will only cover return shipping costs if the item is confirmed to be faulty, damaged, or if we shipped the wrong item in error.
We understand that sometimes other products look a little more delightful! To process an exchange though, we do need the original purchaser's order number or the email address they used. Without this, we can only offer an exchange for a product of equal value, and the sender will be responsible for the cost of return shipping. If the product is faulty, we will handle the return shipping.
Products & ingredients
Our products generally have a long shelf life because they are oil-based and contain no water or synthetic preservatives. They are naturally stable, and the essential oils provide gentle anti-bacterial properties. We recommend a shelf life of 30 months after opening, provided the product is stored in a cool, dry place away from direct sunlight. Unopened products, when stored correctly, are stable for at least 30 months from the date of manufacture.
Our products have a 30-month "use by" period once opened, which is printed on the label, usually in the ingredients section. The number printed on the pot or bottle may be the product barcode (EAN) and not the batch or expiry date. Rest assured that we produce in small, regular batches, and our products are sold long before they approach any expiry date.
The "extracts" you see in our ingredient lists are the internationally recognised INCI names for the essential oils we use. The majority of these oils are derived using natural methods, such as steam distillation, and we typically avoid alcohol-based extractions.
We understand your concern. We only use natural ingredients and our formulas are free from parabens, silicones, SLS, mineral oil, and synthetic fragrance. Ingredients like Benzyl Salicylate are often naturally occurring components of the essential oils we use. We are legally required to list these components to help customers with known sensitivities. The app's rating is based on its own interpretation, not our product quality or safety.
We prioritize sustainability. Our packaging, including glass bottles and metal tins, is designed to be easily recycled (check local guidelines) and, in the case of the tins, reusable. We also aim to use minimal plastic in our shipping materials.
Some of our products do contain nut-derived ingredients, such as Shea Butter or Almond Oil. We advise customers with nut allergies to always check the full ingredient list on the product page or packaging before purchase and perform a patch test. We process all products in the same facility, so cross-contamination, though unlikely, is a possibility.
We are committed to sustainability. Our product containers (glass bottles, aluminum tins, cardboard boxes) are widely recyclable or even re-usable. Please check with your local recycling guidelines. We encourage customers to reuse or recycle all packaging. Additionally, we use minimal plastic in our shipping materials where possible.
We are committed to packaging safety. This should not happen. Please contact us immediately with your order number and a photo of the affected product. We will investigate the batch and send you a replacement product with safe packaging free of charge.
Using our products
For questions about specific product usage or availability, please refer to the detailed product description on our website. If a product is not explicitly labelled for eye use, we recommend using only products specifically designed for the sensitive eye area.
In the meantime, watch this space (well, not this space specifically, but our website) as we will be launching something soon!
Congratulations with the lil' one!
Many of our products contain essential oils. While the concentration is low, some individuals prefer to avoid certain oils during pregnancy. We always recommend consulting with your doctor or a qualified healthcare professional before using any new skincare products while pregnant or breastfeeding, particularly those containing essential oils, to ensure they are appropriate for you.
We strongly recommend performing a patch test on a small, discreet area of skin (such as behind the ear or on the inner forearm) at least 24 hours before full use.
Apply a very small amount of the product and leave it on, checking for any signs of redness, irritation, or itching. If irritation occurs, wash off immediately and discontinue use. Please check the full ingredient list for any known allergens.
Our products are generally designed for adult skin except for our baby I love you range which was created specifically for sensitive baby skin.
With regards to our other ranges, for use on children or teenagers, particularly on young or sensitive skin, we recommend starting with a patch test or consulting with a dermatologist, especially for products containing active ingredients or essential oils.
Our natural, oil-based formulations are sensitive to temperature changes. For example, some balms may feel grainier in cooler temperatures or softer/more liquid in warmer temperatures. This is a normal, non-toxic characteristic and does not affect the efficacy or safety of the product. Simply store it in a cool, consistent environment to maintain its desired texture.
Our products are rich in natural oils, which means a little goes a long way. If your skin feels overly greasy, you may be using too much. Try applying a smaller amount to damp skin (after cleansing or toning) as this helps the product spread easily and absorb better. If the issue persists, the product may be better suited for night use or a specific skin area.
Yes, this is normal and is a sign of our pure, natural, and preservative-free ingredients. Because we do not use synthetic stabilizers, our oil-based solid products will naturally change consistency with temperature. Its efficacy and safety are not affected.
To restore it to a solid bar, you can allow it to fully liquefy and then place the closed tin in the refrigerator to set.
The products in the small metal tins are our Solid Hand Cream Bars. They are designed for deep moisturisation, not for washing. To use, warm the bar between your hands or on your skin until it melts slightly, then massage the oils into your skin. Remember, a little goes a long way.
To maintain the best consistency and prolong the shelf life, store all of our oil-based products in a cool, dry place, away from direct sunlight and heat sources like radiators. A temperature-stable cabinet or drawer is ideal.
Discounts & accounts
Please check the following:
1) The code has not expired.
2) You have met the minimum purchase requirement (if applicable).
3) The code is being applied to eligible products (some codes exclude bundles or sale items).
If you continue to have issues, please contact us before completing your purchase so we can further troubleshoot the issue.
Discount codes may not be applicable to all items, such as pre-discounted bundles, sale items, or certain collections. The discount is applied only to the eligible products in your cart. If you believe there has been a mistake, please contact us immediately.
Your points can be redeemed by logging into your account and generating a unique reward code on our rewards page. This code must be copied and pasted into the "Gift card or discount code" box at checkout.
Please visit our dedicated how to page for rewards. If you still can't seem to redeem your points/rewards, please contact us directly and we can do it manually for you.
Yes, we offer a loyalty/rewards program. For every £1 you spend, you get 100 points. 1000 points = £1 off.
To redeem, you need to convert your points into a unique discount code on the loyalty page, which you then copy and paste into the discount code box at checkout. Visit our dedicated how to rewards page for a step by step guide.
We apologize for any technical glitch. Please contact us with your order number. If you applied the coupon but it did not register, we can manually refund the discount amount to your payment method. If your sign-up points are missing, we will work with our tech team to credit them to your account.
Unfortunately, once a promotional or discount code has passed its expiration date, it cannot be used or reactivated. We occasionally offer new promotions, so we recommend signing up for our mailing list to be the first to know about current discounts and offers. You can set your preference so you only receive sale emails.
It is likely that you inadvertently signed up for a subscription during a previous purchase, possibly for a frequently-bought item or bundle, often in exchange for a discount (e.g., 10% off a recurring bundle). This means the system will automatically create a new order and charge your card every few months (e.g., every 3 months).
Please contact us with your name and email, and we will cancel your recurring subscription immediately.
Yes. Since the subscription is tied to your last shipping address, you will need to log into your account to update the address for future recurring orders. If a charge has just been made and the next order is due to ship, please contact us immediately, and we will try to update the address before it is dispatched.
Please email us with both your partner's email address (used for the purchase) and your own registered loyalty account email address. We can manually transfer the points for that specific purchase to the correct account.
International & stockists
Except if you're in the USA, for orders shipped outside the UK, you may be charged import duties, customs fees, or taxes by your local customs office upon arrival.
These charges are not included in your purchase price or shipping cost and are the customer's responsibility to pay. We advise checking your country's import regulations before placing an order to avoid unexpected fees upon delivery.
Yes, we offer a professional discount program for certified therapists, masseuses, and bulk buyers. Please email us at customer@edinburghskincare.com with a brief description of your business and a copy of your professional certification or business registration for information on our wholesale pricing and minimum order quantities.
Currently, we do not have our own dedicated retail shop in London. Our products are available through our official website, any of our two stores in Edinburgh and select authorized stockists.
Our products are available primarily through our official website but you can also order through Amazon. We do have a select few stockist that stock our products but don't currently have a full list of them.
Please notify us that you refused to pay the high custom fee because then, once the package is returned to our warehouse, we can issue a full refund for the cost of the products. Please note that we are unable to refund the original shipping fee, as that cost was incurred when the order was shipped.