Customer Service Policy
1. Our Service Promise
We aim to make every interaction feel like talking to someone who actually knows the product and cares about the outcome. No scripts read at you, no runaround between departments, no making you repeat your order number five times.
1.1 What That Means in Practice
- A real person reads every message.
- We answer the question you asked, not a canned response to a different one.
- If we cannot fix it, we say so plainly and tell you what we can do instead.
2. How to Reach Us
All support requests are handled through our Contact page. Please include your order number whenever your question relates to a specific purchase — it lets us pull up your order immediately and usually resolves the issue in a single reply.
2.1 What to Include
- Your order number, if applicable.
- The email address used at checkout.
- A short description of the issue.
- Photographs, if the issue involves damage or a defective item.
3. Response Times
3.1 Standard Response
We respond to all inquiries within 24-48 hours, Monday through Friday. Messages received over the weekend or on a public holiday are answered on the next business day.
3.2 Typical Resolution Times by Request Type
| Request Type | Typical Resolution |
|---|---|
| Product recommendation | Same business day |
| Order status or tracking update | Within 24 hours |
| Address correction before dispatch | Within 24 hours |
| Return or refund request | Authorization within 24-48 hours; refund within 5-10 business days of receipt |
| Damaged or incorrect item | Replacement arranged within 48 hours |
| Billing or payment question | Within 24-48 hours |
3.3 If You Have Not Heard Back
If 48 business hours have passed with no reply, please check your spam or promotions folder first, then send a follow-up through our Contact page. Occasionally a message is filtered on your side rather than lost on ours.
4. What We Can Help With
4.1 Orders and Fulfillment
- Order status and tracking questions.
- Address corrections before dispatch.
- Order changes, additions and cancellations.
- Missing items within a delivered parcel.
4.2 Products and Usage
- Choosing the right format: solid stick, cream tube, spray or wipes.
- Choosing between aluminum-free and sweat control.
- Guidance on using products on intimate areas, feet, under-breast and other areas.
- Scent recommendations and sensitive-skin advice.
4.3 Billing and Payments
- Charges you do not recognize.
- Failed or declined payments.
- Duplicate charges.
- Update of card details for subscriptions.
4.4 Returns, Refunds and Exchanges
Everything covered in our Refund Policy, including return labels, exchange requests and skin-reaction reports.
4.5 Subscriptions
Starting, pausing, changing frequency, swapping scents, updating shipping details and cancelling.
5. Order Changes and Cancellations
5.1 Before Dispatch
Orders are processed within 1-3 business days. During that window we can usually change the shipping address, swap an item, add a product or cancel the order entirely. The earlier you contact us, the more likely we can make the change.
5.2 After Dispatch
Once an order has been handed to the carrier, it cannot be modified or cancelled. You may refuse delivery or start a return once it arrives, following our Refund Policy.
5.3 Changes We Cannot Make
We cannot combine two separately placed orders, transfer an order to a different person, or change the payment method after an order is placed. We can cancel and help you re-place the order instead.
6. Subscription Support
You are always in control of your subscription. Through our Contact page you can:
- Change the delivery frequency.
- Swap scents or formats in an upcoming shipment.
- Update your shipping address or payment method.
- Skip a delivery.
- Pause indefinitely or cancel at any time, with no penalty and no retention hurdles.
Cancellation requests received at least 24 hours before the next scheduled charge will stop that charge.
7. Complaints and Escalation
7.1 Step One — Tell Us Directly
Most issues are resolved at the first point of contact. Share the details through our Contact page and we will respond within 24-48 hours.
7.2 Step Two — Ask for a Review
If the first response does not resolve your concern, reply asking for a supervisor review. Your case, including full history, is re-examined by a senior member of the team.
7.3 Step Three — Our Final Position
If we still cannot reach a resolution you are happy with, we will explain our final position in writing, including the reasons and any options still open to you — for example a chargeback through your card issuer or referral to a consumer protection body.
7.4 Feedback We Welcome
Even when nothing has gone wrong, tell us what would make the experience better. Genuine feedback shapes our products, our packaging and this policy.
8. Our Service Standards
- We never ask for your full card number, PIN, password or banking credentials.
- We never share your order details with anyone outside the team handling your request.
- We honor our published policies, and where a policy leaves room, we resolve in your favor.
- We treat every customer with respect, and we expect the same in return; abusive language may end a conversation, but it will never invalidate a legitimate claim.
9. Accessibility of Support
If you need information in an alternative format, or need additional time or assistance to submit a request, tell us in your message and we will accommodate you.
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