Checking Your Order on Arrival
A minute's look before you put anything away.
The outer packaging
Crushing, a stoved-in corner, a puncture or water staining. Photograph any of it before you open the box — it is the context for anything you find inside.
The seal and the band
Bottles and jars ship with a tamper band or a seal under the cap. It should be intact and unbroken.
A band that is already split, a cap that turns without resistance, or a seal that has lifted at an edge is worth a photograph before you go any further.
The product itself
Serums should be clear or uniformly coloured, not separated into layers and not cloudy where they were clear. A pump should prime within a few presses rather than spitting air.
Creams should be smooth and even. Graininess, a watery layer on top, or oil sitting separately are all worth flagging.
Masks should be sealed in their sachet with the essence still liquid inside. A sachet that has leaked or gone dry is not usable.
Colour and smell
A formula that looks distinctly darker or smells sharply different from one you have used before is worth raising, particularly if it has been sitting in a hot vehicle or a mailbox in summer.
Small batch-to-batch variation in shade or scent is normal in formulas built around active ingredients and is not in itself a fault.
If something looks wrong
Do not use it. Photograph it — the packaging, the sealed product, and the thing that looks wrong.
Contact us within 14 days with your order number, and set the product aside. See our Refund Policy for what happens next: /legal/refund
Raise it even if you are not sure. We would far rather look at a photograph than have you use something you are uneasy about.