frequently asked questions
- Are all of your products vegan and cruelty-free?
All of our products are 100% vegan, and we never test on animals or allow others to test on animals on our behalf. Our ingredients are also cruelty free and have not been tested on animals. We are proud to be PETA certified.
- Where are your products made?
Our entire product range is Made in the UK. In fact, we manufacture everything in our very own facility in South Wales.
- Are your products natural?
All our formulas are over 97% natural.
We use both natural and synthetic fragrance in our bath balls, however our shower products are fragranced with 100% natural essential oils.
Our 100% natural products include Pure Bath Ball and De-Stress Shower Steamer
- Are your products suitable for people with sensitive skin?
Every person is different, so depending on how sensitive your skin is we’d advise generally steering clear from our products which foam and contain colour or fragrance. Our Pure Bath Ball has been formulated with gentle colloidal oat and is free from any synthetic colour or fragrance, so this is more suitable for sensitive skin sufferers.
- Are your products gluten-free?
Yes, all of our products are gluten free and do not come in contact with gluten during production.
- Are any of your products suitable for people with nut allergies?
Please see the ingredients lists that can be found on each product page. Some of our products do contain nut oils, and we do work with nut oils both in our formulation kitchen and in our manufacturing facility.
- I'm pregnant, can I use your products which contain Essential Oils?
We always recommend you always consult your midwife or doctor before using any products containing Essential Oils.
- I’ve had a reaction after using one of your products, what should I do?
Unfortunately, in some cases using natural ingredients does not eliminate the possibility of an individual skin reaction. Please contact our Customer Service team, who will be able to assist you with any concern you may have. If you feel you require immediate medical attention, please contact your health care practitioner. You can contact our team by emailing firstname.lastname@example.org
Returns and Exchange Policy
We hope that you are delighted with your order. However, if for any reason you are not entirely satisfied or you otherwise wish to cancel your order, you may return any item in its original condition for a refund within 14 working days from delivery.
If the items listed on the dispatch note do not match those contained in your delivery, please notify us as soon as possible by emailing customer service on email@example.com. We aim to respond to all enquiries within 2-3 business days.
If you return items for reasons other than defects in the goods, or incomplete, or incorrect delivery, you will be required to arrange and pay for the return of the items to us. Please ensure you obtain a Proof of Postage when you return the goods to us. You should retain your Proof of Postage in order to provide proof to us that you have returned the goods, in the unlikely event that we do not receive the returned parcel.
If you require a refund we will refund the price paid by you for the goods within fourteen (14) days of receiving your returned goods, provided that you have returned the goods to us at our HQ address (Patisserie Beauty, Unit 39-40, Atlantic Trading Estate, Barry, CF64 5AB) within 14 working days of delivery to you or your notifying us of cancellation.
Refunds will only be made against the original credit/debit card used.
If you cancel your order but do not return such goods to us within 14 working days of notifying us of cancellation, we shall be entitled to withhold payment of any refund.
Please Note: We will not provide a refund if goods show any signs of use or are returned to us in an unsaleable condition.
Damaged, Faulty or Incorrect Items
If the goods you receive are damaged or faulty in any way, or not what you originally ordered, we will be happy to exchange the items or offer you a refund.
Please notify us as soon as possible by emailing customer service on firstname.lastname@example.org. We aim to respond to all enquiries within 2-3 business days.
To ensure prompt resolution, please provide the order number and keep the box, packing materials and the damaged items for inspection by the carrier.
This policy is only applicable to purchases made online; we are unable to process returns for purchases made within a partnered retail location.
Returns for purchases made online will not be accepted for return or exchange at a Patisserie Beauty stockist or store.
This policy does not affect your rights under law as a consumer, which apply in addition.
The Returns Process
To return your order:
Step 1 - Completing the Necessary Documentation
Email us at email@example.com with your order details including your name, email, order number, date of purchase, items being returned and reason for doing so.
Step 2 - Returning the Product
Please note that a refund will not be provided for returned goods that show signs of use or are in an unsaleable condition (unless you are returning damaged goods) . Goods must be returned to us at our HQ address (Patisserie Beauty, Unit 39-40, Atlantic Trading Estate, Barry, CF64 5AB) within 14 working days of delivery to you or you notifying us of cancellation. Please ensure that the returned parcel is properly sealed.
However you return your parcel, please retain your proof of postage in order to provide proof to us that you have returned the goods in the unlikely event that we do not receive the returned parcel. We cannot accept liability for returned goods lost in transit.
Step 3 - Processing the Refund
If you have chosen a refund, we will process the calculated refund within thirty (30) days of receiving your returned goods provided that you have returned the goods to us in their original condition at our HQ within 14 working days from delivery. You will receive email notification of your refund from our Customer Service Team.
If you have requested an exchange or replacement when ringing the Customer Services Team, this will be processed within 7 working days of receiving your returned goods and will be delivered via standard delivery.
Please note: Only products purchased on Patisserie Beauty online may be returned for refund or exchange. Online purchases cannot be returned at our stockists or stores.
If you have any questions about returns, please contact us via email at firstname.lastname@example.org. We aim to respond to all enquiries within 2-3 business days.