Frequently Asked Questions

BRAND

1/ Are you cruelty free?
Skin Sapiens believes that beauty products should be cruelty free. We are proud to be Leaping Bunny approved. A global programme, Leaping Bunny requires cruelty free standards over and above legal requirements.

All of our own brand cosmetic and personal care products are approved under the Cruelty Free International Leaping Bunny programme, the internationally recognisable gold standard for cruelty free products. We adhere to a fixed cut-off date policy and proactively monitor our suppliers to ensure that our products continue to adhere to the Leaping Bunny criteria. Our supplier monitoring system is also independently audited.

For more information about Cruelty Free International, Leaping Bunny and Leaping Bunny criteria, please visit www.crueltyfreeinternational.org

2/ Where are you based?
We’re a limited company operating out of Bracknell, near London. Our founder James lives and works out of Madrid, where he lives with his family.

3/ Where are your products made?
We work with a specialist, vegan only laboratory in Sweden to make all of our products.

4/ Do you have physical stores?
Yes, we have a small indie store in Spain at Calle Tabernillas 13, 28005, Madrid. But you can also shop our products on our website www.skinsapiens.com and on amazon.co.uk

5/ I would like to write an article/blog post about SKIN SAPIENS, who should I contact?
We’re always up for collaborating with the right peeps. Just drop us an email at tribe @ skinsapiens dot com.

6/ I love your products, how can I sell them through my business?
We’re open to retail collaborations. If you’re a nature lover and think sustainability is a way of being first and a valued USP second, then we’d love to chat.

Drop an email to tribe @ skinsapiens dot com with your store’s name and location, contact number and we’ll give you a call.

PRODUCTS

1/ Have SKIN SAPIENS products been tested for skin tolerance?
Yes, this is important.

Before launching our products we run a number of tests to make sure they’re safe for use. First, we test them on ourselves, then our friends and family, and when we’re confident we’re onto a winner, we work with an independent laboratory to test them with human volunteers.

Grown-up products are tested under clinical conditions on adults with sensitive skin. Baby products are tested on grown-ups with sensitive skin, before being tested under paediatrician review with other babies and parents. Only when our formula has passed all tests with flying colours will we make it available for sale.

2/ Are your products natural?
All our products are Ecocert COSMOS Natural certified by Ecocert Greenlife according to the cosmos standard. This means that our products are, at least, 97% natural origin and from sustainable sources. We certify our products for two reasons:

We believe in going green without the greenwashing. The COSMOS standard leads the world in setting the standard for what’s suitable for use in natural skincare, and what’s not.
All of our ingredient suppliers have been COSMOS certified too. This guarantees the quality of our natural origin ingredients, and the sustainability of the production methods used to produce them.

3/ Are your products suitable for vegans?
Yes, all of them! We don’t use any animal-derived ingredients in any of our formulas. Nor do we test on animals. You can find the plant origin of each ingredient on the back of every pack.

4/ Are your products suitable for men?
Sure. All our products are gender-neutral. We believe that your skin needs are specific to you. What’s right for your skin, is more dependent on your skin type than your gender. SKIN SAPIENS products are also unperfumed which helps to keep you, smelling like well... you, irrespective of your gender.

5/ I have a specific allergy and I don’t know if I can use SKIN SAPIENS products.
If you are allergic to a particular ingredient we strongly recommend you look closely at the INCIs (ingredients list on the back of pack). There you’ll find each of the ingredients inside the product. If you can’t find an ingredient there, it isn’t in our products!

f you’re not sure, feel free to email us at tribe @ skinsapiens dot com, and we’ll do all we can to help. If you have sensitive skin, we always recommend testing any product on a small patch of your skin before general application. Please note, while we like to help, any advice offered should be used as a guideline only. It should not substitute or replace the expertise of your own medical practitioner

6/ Are your products suitable during pregnancy/lactation?
SKIN SAPIENS products are compliant with European legislation for safe cosmetics, but for any specific concerns regarding pregnancy or lactation, please seek the advice of your doctor or medical practitioner.

7/ Are the baby products suitable for newborns?
For the newest babies, we recommend very little use of ANY product. A newborn's skin goes through many changes and is ultra sensitive. For the first few weeks of life, short baths in temperate water, without any product are best.

8/ Are the baby products suitable for adults?
They sure are! All of our products have been formulated for all skin types, even sensitive! So there’s no problem to use them at any age. We’re proud to make gentle formulas for gentle moments, whether you’re 0 or 109 years old.

9/ Is your packaging recycled?
We use the highest recycled content in every packaging component. Whether it's one of our bottles, tubes or cartons, you can find the % recycled content on the back of every pack.

Our bottles are made from 100% recycled bottles. Our tubes are 50% recycled while we work on a way to increase the recycled content without making them brittle. The only components which don’t currently have recycled content are out tops. It’s a downer, but we’re working on it.

If you have any other questions about our packaging just drop us an email at tribe@skinsapiens.com

10/ Is your packaging recyclable?
Yes. Our packaging is widely recyclable. Please rinse your product container and place it into your recycling bin along with your other recyclable packaging for home collection.

11/ Are your products non-GMO (created without any genetic engineering)?

All of our products are certified ECOCERT Cosmos Natural which also certifies that no GMO raw materials are used in any of our products.

OUR SHOP

1/ Do I need an account to order?
No. You can guest check-out, no problem.

2/ Can I create an account for re-orders?
Yep. It’s as easy as can be and saves you re-entering your details for future orders. Just go to www.skinsapiens.com and click on “Account”, then on “Create one” and follow the short steps.

3/ How is my personal information stored?
With care. Please see our GDPR policy for more info.

4/ I forgot my password what should I do?
It happens, no stress. Just go to “Account” then “Forgot your password” on the right-hand side of the password box and enter the email address you used to create your account. You’ll receive a link to reset your password.

5/ How can I subscribe to your newsletter?
Don’t miss out on the latest news. Just scroll down on any page of our site and you’ll find the newsletter form. Enter your email and keep an eye out for a verification email to activate your account. It’s also a good idea to add us to your “safe senders” list or address book to make sure that your spam filter doesn’t keep the good stuff out of your inbox. Rest assured, we’ll never spam you, and if you disagree you can unsubscribe anytime.

6/ How can I unsubscribe from your newsletter?
It hurts to say goodbye but no hard feelings. You can unsubscribe by clicking on the link at the bottom of our newsletter. If you can’t find that link, drop us an email to tribe @ skinsapiens dot com and we’ll do it for you.

ORDERS

1/ Is my payment secure?
We only use payment processing providers with the highest security standards. You can choose from several payment providers including Shop pay, Apple Pay and Paypal.

2/ Who should I contact if I wish to make a complaint?
Please send an email to tribe @ skinsapiens dot com and we will look into the matter immediately.

3/ What do I do if there’s something wrong with my order?
We have a friendly team on hand to help. Please drop us an email at tribe @ skinsapiens dot com and we’ll do everything we can to sort things out.

4/ Can I send a gift to someone in a different address?
Sure! Just enter the recipient’s name and address in the delivery section of checkout and we’ll make sure he/she receives your gift. You can also add a gift message to our “sets”. Just click on the “Buying one of our sets” text at checkout to add your message.

5/ How will I know that my order has been processed correctly?
We’ll send an email as soon as your order has been placed to let you know that we’ve received it.

6/ What happens if I receive my order and one or more of the products are wrong or mistaken?
Please send an email to tribe @ skinsapiens dot com with a photo of your delivery and we will look into getting it sorted straight away.

7/ What happens if I receive the products broken or in a bad condition?
Please send an email to tribe @ skinsapiens dot com with a photo of your delivery and we will look into getting it sorted straight away.

8/ I’ve made a purchase but I want to cancel it. What can I do?
If you haven’t received confirmation that the order has been shipped, please click on your order in your account or in your confirmation email and click “cancel order”.

9/ I’ve just made a purchase, but I made a mistake. Can I change it?
If you haven't received confirmation that the order has been shipped, please send an email to tribe @ skinsapiens dot com with your order number and the items you would like to change. We'll get it sorted... No problem!

10/ What can I do if the payment for my order has been declined?
If your payment is declined, please speak with your bank, card or payment provider to check for a solution.

11/ What are the available payment methods?
Please see all available payment methods at checkout. If your preferred payment method isn’t there, drop us an email to let us know.

12/ I’d like to try the product, can you send me sachet samples?
We totally get that it’s nice to try a product before buying. We don’t believe in single-use materials and that’s the reason why we don’t have any product samples. Instead, we offer a “try when you buy” policy. Buy one of our products and if you're not happy with it we'll refund your purchase, less shipping within30days-guaranteed. For more info on returns checkout our Terms and Conditions of Sale.

SHIPPING

1/ Is there an express delivery option?
For UK orders we offer a 24/48h delivery option. If you’d like something even faster, let us know by emailing tribe @ skinsapiens dot com

2/ What if I’m out when my parcel arrives?
If you are not at home when your parcel arrives, the delivery company will leave a note with details for collection at your local delivery office, or you can schedule a new delivery.

3/ How much does delivery cost?
We have different delivery options for every country/region. For a full list of international rates and free delivery options, please visit the shipping rates page here.

4/ How can I track my order?
Once you’ve purchased your order, and we’ve despatched it, you can find a tracking number and carrier in your “order details” on our website. If you have any trouble, please send us an email to tribe @ skinsapiens dot com.

5/ Do you ship internationally?
We sure do! If you want to find out the whole list of countries we ship to, just click here.

6/ How long does it take for my order to arrive?
It depends on the delivery option you choose at the checkout. For more information about delivery times and prices please visit the shipping rates page here.

If the order has been placed after 2pm, it will be processed on the following working day, with an additional 24h needed to ship your order. In all cases the delivery times are working days, Monday to Friday, excluding weekends and bank holidays (please note that we follow the bank holiday in Spain for Spanish orders and UK for UK and other international orders). This means that if you place your order on the weekend or on a bank holiday, your order will be prepared on the following working day.

Please note that, in case of promotions or discounts period, delivery times may vary and take longer to arrive at their destination.

If you need any assistance, you can always contact us at tribe @ skinsapiens dot com.

RETURNS & REFUNDS

1/ How can I return my product for an exchange or refund?
If you’re not completely happy with any item then please get in touch via email to tribe @ skinsapiens dot com and we'll send you a label so you can return it easily for a replacement or refund.

2/ How is the money refunded?
In case of refund, the money will be refunded using the same payment method as purchase.

3/ Who pays for the return shipment?
If the product is damaged you can return it and we’ll give you a refund and cover the return costs. If the product isn’t faulty but you still want to return it, you can do so before 30 days. In this case, you’ll have to pay for the return costs.

4/ How long does it take to get my refund?
With orders placed using credit card, once issued, refunds will be immediate. Please allow your chosen payment provider the necessary time for the refund to appear on your statement.

SAMPLES

1/ Do you do samples?

To do right by our planet, we don’t use any single use packaging, or stock sample sizes. Instead, we’re proud to help you “try when you buy”, risk free. If you aren’t totally satisfied with anything you buy from us, you can request a refund any time. No strings attached. How? Simply email tribe @ skinsapiens.com quoting your order number, to request a refund and tell us why it didn't work for you. (This is to help us improve). We’ll take care of the rest and refund you the full purchase price, less the cost of shipping.