FAQ
Here are few things that should help…
What is your delivery method?
We use Royal Mail. You have the choice of Tracked 24 for £6.50 and regular 1st class at £6.00. Or Tracked 48 for £4.50 or regular 2nd class at £3.50. We’re looking into how we can reduce that cost, so stick with us while we do. Please contact us before you place your order if you need your delivery by a certain date. We’ll do our best to help.
Where is my order?
Uh-oh! Before you contact us, check with your local post office (and your neighbours, who might have it…). If your package is still AWOL, email us and we’ll be happy to do what we can to find it. Please note, if the delay to your Royal Mail delivery is caused by issues beyond our control – industrial action, severe weather conditions – we might not be able to work miracles.
Do you deliver Internationally?
Yes, we’re now shipping to the EU from our website. US, Canada and other international orders for our skincare and some of our best-selling products can be made through our friends at Victoria Health. UK VAT will be deducted from your order once it’s shipped. Please note that international customers are responsible for Import Duty/Tax in their respective countries. We are unable to advise what these costs will be, so please check with your local customs office for more information.
If you’re interested in other parts of our range, not stocked by Victoria Health, please email us.
Do you send out orders every day?
Yes, Monday to Friday (but not on Bank Holidays). We are a small company, so we will do our best to get your order out asap. Once your payment is processed, you can expect your parcel within 3-5 working days (or sooner if you choose First Class).
What shipping materials do you use?
We ship plastic free using recycled and recyclable materials. Our mailer boxes look pretty cute, too, and are designed to be customised by customers (tongue-twister!). We reuse shipping boxes and materials whenever possible.
RETURNS
What is your return and exchange policy?
We hope that you love our products. But, if you’re not happy, you can return your order any time up to and including 7 days from the date of delivery. Contact [email protected], give us the reason for your return and we’ll give you a returns reference number and a returns address. Please make sure the products are unopened, in their original packaging and in a re-sellable condition.
Because we are small, we don’t offer free returns, so you will have to arrange and pay for postage.
We recommend returning them in their mailer box to keep them protected and using a secure delivery method with proof of postage. When we receive the items, we will issue a refund, where appropriate. We want you to have a happy Spots & Stripes experience. So, if you are unsatisfied in any way, or experience a reaction to one of our products, please contact us at [email protected] and we’ll find a solution.
INGREDIENTS
Are your products or ingredients tested on animals?
No. Our products are never tested on animals – only on ourselves and our children.
Are your products vegan?
It’s about half and half. Our Balms aren’t vegan because they contain beeswax. And our Gentle Cleansing Lotion and Smoothing Conditioner contain honey.
Are your products gluten free?
Some of our products are gluten free, but not all. Our shampoos and conditioner contain wheat germ extract, made from refined wheat, so they may contain traces of gluten. And our Cleansers contain wheatgerm oil. It’s refined, so the majority of gluten is removed, but traces might remain.
How do I know if I have allergies to your products?
We’ve done our best to make sure our range is gentle enough for children’s skin. But if you have a history of sensitivities or allergies, we recommend that you do a skin test before trying our products. If irritation occurs, stop using the product.
OTHER STUFF
Do you offer free samples?
Not right now. We are a small company, so we can’t afford to give out a lot of free samples. We will let you know if that changes.
What is that little symbol that looks like a jar with a number in it, next to the barcode on my product?
This is the PAO symbol. The number in the jar symbol shows the shelf life of your product after you open it. A tip! Products will last longer if you store them out of direct sun and heat.
Why do you use plastic bottles if you’re an ‘eco’ company?
Good question! We did a lot of research into the best type of packaging for Spots & Stripes. We don’t love plastic, but it’s functional and safe for children to use and doesn’t leach into the product. Our bottles and jars are recyclable and we don’t have excess outer packaging (our mailer boxes are recycled and recyclable). We’re continuing to explore other options as we grow bigger, so watch this space!
