Are your products handmade?
Yes! All of our products are handmade in-house in small batches to ensure they are long-lasting, fresh and of high quality.
Are your products vegan + cruelty-free?
Yes! All of the ingredients used in our products are 100% vegan + cruelty-free, and always will be. ACARÉ does not condone testing on animals.
Are your products safe to use?
Yes. All of our products have a Cosmetic Product Safety Report (CPSR) which means that they comply with UK and EU Cosmetics Laws and are safe to use. The safety of our products were assessed by a qualified cosmetic safety assessor.
Where are your ingredients sourced from?
We aim to source all of our ingredients from their origin. You can find out more information about the origin of our ingredients on our Ingredients list page.
How long do your products last?
Our products have a shelf-life of 12 months. To best preserve your products please keep them out of direct sunlight, and in a cool and dry place.
Do you ship internationally?
Yes we do. We ship worldwide. For shipping details and prices, please check our Shipping and Returns Policy page.
Which payment providers do you offer?
We use all major payment providers including: Visa, MasterCard, American Express, PayPal, Apple Pay, Google Pay, Amazon Pay, Clearpay, and Klarna.
I placed an order but didn’t receive an order confirmation email?
Please check your junk/spam folder. If you still haven’t received an order confirmation email, then please email us on email@example.com and we will assist you.
Money deducted from my card and no order confirmation?
If you see a pending transaction on your card but didn't receive an order confirmation, then unfortunately your order was not successfully placed. This pending transaction is an authorisation on your card which is a temporary hold of your funds which will be released back into your available funds within 3-5 business days. When this occurs, there is no need to take any action since the funds will automatically be available to you after 3-5 business days.
How long will it take for my order to arrive?
This varies depending on destination. For a full breakdown on shipping times please check out our Shipping and Returns Policy page.
Can I change or cancel my order?
If you would like to cancel your order, please email us on firstname.lastname@example.org within 24 hours. If your order has already been shipped, then unfortunately the option to cancel is no longer available.
We unfortunately do not accept changes to orders.
I think my order is lost, what should I do?
Unfortunately sometimes packages may get lost which is something beyond ACARÉ’s control. Before you email us about a lost parcel please ensure that you meet the following criteria:
- UK: It has been 10 days since dispatch and your parcel still hasn’t arrived
- International: It has been 20 days since dispatch and your parcel still hasn’t arrived
We ask customers to wait for this period, since our courier does not class parcels as lost until this timeframe has passed. If the above timeframes have passed, then please email email@example.com with your order number (please check spam folder if you cannot find it in your inbox).
My items arrived damaged, what should I do?
In the highly unlikely event that a product arrives damaged, the customer must contact customer service at firstname.lastname@example.org within 48 hours of receipt. Customers must include photos of the damage along with the order confirmation number.