Frequently Asked Questions
Shipping, Delivery & Taxes 🚛
What's the last date I can order for Christmas delivery 2023?
For pre-Christmas delivery, please place your order no later than the 17th December 2023.
Please ensure all address details provided are correct, if any incorrect/incomplete addresses are provided, this will cause delays and pre-Christmas delivery cannot be guaranteed.
Where does WildMint deliver?
We ship to most countries worldwide 🌏. The list of countries we ship to can be seen on the checkout page.
Please note, we cannot ship to PO Boxes or BFPO, APO, FPO and DPO's.
How long will my order take to arrive?
Orders are processed and dispatched within 1-2 business days (Monday to Friday). Once dispatched, the general shipping timeframes are as follows:
UK: 1 - 2 business days (Royal Mail 48 hour service). Please allow 3 - 4 business days for Channel Island deliveries.*
Europe: 2-3 business days (DHL Express)
Greece & Spain: 5-7 business days (Evri)
EU orders over 150 EUR: 5-7 business days (Evri)
USA/Canada: 2-3 business days (DHL Express)
Australia: 3 business days (DHL Express)
Rest of the world: 3-5 business days (DHL Express)
*Due to the time of the year (Black Friday and Christmas) please allow up to two additional working days for delivery.
If it has been more than 7 business days since your order was dispatched and you have not received it, please email our helpful customer support team who can assist you with your delivery - email@example.com.
How much does shipping cost?
UK: FREE for all orders over £25 and £3.99 for all orders under £25.
Europe: £4.99 for orders over £50 and £19.99 for orders under £50.
Canada: £14.99 for orders over £50 and £19.99 for orders under £50.
USA: FREE for all orders over £50 and £19.99 for orders under £50.
Australia: £9.99 for orders over £50 and £19.99 for orders under £50.
Rest of the world: £19.99 for all orders.
Will I need to pay taxes for EU orders?
No, there won't be custom/import taxes for EU orders. Our deliveries to countries in the European Union are now shipped on a Delivery Duty Paid basis, which means we cover any import taxes. If you are contacted and asked to pay any taxes, please contact our customer support team at firstname.lastname@example.org as soon as possible and we will help you further.
Will I need to pay taxes for other international orders?
All other international orders (including orders to European countries not part of the EU) are shipped on a DDU (delivery duty unpaid) basis.
DDU means you may be liable to pay local taxes and customs duties when your order arrives in your country.
All fees applied after shipping (taxes, customs) are the responsibility of the customer. WildMint cannot accept responsibility for these costs.
If the delivery is refused due to these fees, or the fees are not paid on time, a refund will be given minus the shipping fee and a re-stocking fee, equivalent to 30% of the order value.
Can I change my delivery address?
Please contact our customer support team at email@example.com as soon as you have placed your order and we will try our best to have the address amended before it is dispatched. Since we process orders immediately through our warehouse, we cannot guarantee address changes after your order has been placed, but will we do our best to assist you.
How do I track my order?
Once your order has been dispatched, you will receive a shipping confirmation email that will contain full tracking details so you can track your delivery.
If you have not received your shipping confirmation email within two business days of placing your order, please contact customer support at firstname.lastname@example.org and we will assist you further.
What happens if there's an issue with my delivery?
If for some reason your parcel is lost or if there are any other delivery complications out of our control, we will send out another order to you free of charge.
We are unable to offer refunds for delivery complications, such as delivery delays outside our control, delivery issues caused by incorrect addresses or for packages that are not collected in time, but we'll do all that we can to make it right!
Please reach out to our customer support team at email@example.com for help with any delivery related issues.
My order is missing a product/I have received the wrong product, what now?
Although our packing team take care to ensure every order is packed correctly, on a rare occasion a packing error may be made, please accept our sincerest apologies!
If your order is missing a product or you have been sent the wrong product, please reach out to our customer support team within 10 days of receiving your order at firstname.lastname@example.org. Please provide us with your order number and a picture of the products you have received. We will then fix this for you ASAP!
How do I get my package if it has been delivered to an incorrectly provided address?
If you did not receive your parcel due to an address being entered incorrectly, not updated before shipment, or not picked up from your local post office following attempted delivery, please reach out to us at email@example.com and we will do all that we can to assist you with locating your package.
Can I enter my delivery details in any language?
Since orders in languages other than English have a much higher risk of being lost in transit, we only accept orders in English. WildMint is not liable for any order complications caused by orders placed in languages other than English.
My box or a product was damaged/leaked during shipping. What should I do?
Since we ship worldwide, we cannot offer refunds for minimal damages caused to outer packaging that may occur during transit.
However, if any product has become damaged or leaked during transit, please send a picture of the damaged/leaked product to our helpful customer support team and we will send a replacement or process a refund for the damaged/leaked product - firstname.lastname@example.org.
Why is my delivery taking so long?
We encourage you to check your tracking link (found in your shipping confirmation email) for delivery updates.
It is possible your order has already been delivered to a safe place, a neighbour or your local collection office.
If it has been more than 5 business days since your order was dispatched, and there have been no updates on your tracking link, please email our helpful customer support team who can assist you further with your delivery - email@example.com.
Our Products 🧴
Are your products vegan?
WildMint is a completely vegan cosmetics brand. None of our products contain any animal by-products.
Are WildMint products suitable for my skin?
All of our products are uniquely designed to work well with all skin types, including sensitive, mature, young, acne/blemish prone, oily, combination or dry. We aim to create vegan and cruelty-free products that are usable and accessible for everyone.
Where are your products made?
All of our products are manufactured entirely in the UK 🇬🇧
Are your products cruelty-free?
We are actively against animal testing, and this is at the core of our philosophy. All of our products are strictly cruelty-free and we ensure our products are never tested on animals at any stage in the supply chain. In addition, our products are completely manufactured in the UK, where animal testing in banned 🐰
Do you pay any third parties that are involved with animal testing?
No. We do not pay any third parties that include animal testing in their practices and there is absolutely no animal testing during any part of the supply chain. Additionally, we are an independent company, not owned by any parent company, and only have one production location in the United Kingdom, where animal testing is banned.
Why is my new product a different colour, smell or consistency to the last one I received?
Due to the variety of raw, natural ingredients contained in our superfood skincare, the products can vary in colour, consistency and scent from batch to batch. Variations are completely normal and to be expected. All of our products will have passed vigorous testing by our production team for quality and effectiveness before they are dispatched.
I've experience a breakout whilst using WildMint. What shall I do?
Making the switch to skincare packed with natural ingredients can, in rare cases, cause a temporary ‘detox’ of the skin. In such cases this may cause small breakouts as your skin is not used to formulations that are so pure 🌱
We always recommend doing a patch test before using any new product. But if you do experience any unexpected reactions, we recommend taking a break for a few days and seeing what happens.
Once things have calmed down, start to introduce the products again slowly, and remember: a little goes a long way with our products!
It’s quite possible that there might be other factors that could cause a breakout. For example, hormones, the change of season, a change in your diet etc.
Please feel free to reach out to our customer support team at firstname.lastname@example.org if you have any concerns about the use of our products.
Are your products FDA approved in the US?
Although it’s a common misconception, FDA approval does not currently exist for non-prescription cosmetics in the USA. However, our products are produced in the UK and complies with all European cosmetics regulations, which are generally far stricter than US regulations for cosmetics.
Do your products contain any harsh or irritating ingredients?
All of our formulations are entirely toxin-free, never containing any parabens, phthalates, propylene glycol, mineral oils, SLS, petroleum, or any other harmful chemicals. If you have any concerns regarding existing conditions, allergies, or skin sensitivities, we always recommend carrying out patch tests before using any new cosmetic product.
Do you have samples available?
We don't offer sample, or trial sizes as we feel it's not possible to know the true power of the natural actives with just a couple of uses.
Instead, we offer a 60 day money-back guarantee on all our products to make sure you are completely satisfied with your purchase ✨
Can I use your products while pregnant or breastfeeding?
All of our products are completely vegan and formulated without any toxins, parabens or harmful chemicals. However, we do recommend consulting with your doctor or midwife if you have any specific concerns to discuss if our products are in line with your pregnancy plan.
Do you offer any subscriptions?
No, we currently do not have a subscription program and you will not automatically be charged in the future after placing an initial order.
Discount Codes & Promotions 🤑
Where do I enter my discount code?
Discount codes can be applied directly on our website at the final stage of checkout. You will see an option on the right hand side or the top of the page to enter your discount code. Simply enter the code and then click apply. Only one code can be used per order.
Why isn't my discount code working?
If your discount code is not working, please first try following the below steps:
1. Ensure that you have entered the code correctly, with no extra spaces at the front or back.
2. Check to make sure that the code is valid for the product you selected
3. Make sure to press the “Apply” button after entering your code
If the above steps do not solve the issue, please contact our customer support team at email@example.com for further assistance before placing your order.
Can I use more than one discount code on my order?
You can only use one discount code or promotional offer per order. Discount codes cannot be combined on one order.
Cancellations, Returns, Money-Back Guarantee ✅
Can I cancel or amend my order?
Since we begin processing each order through our warehouse as soon it has been submitted, we are unfortunately unable to cancel or amend most orders after they been placed. However, if you contact our customer support team using the 'chat with us' feature on our website or drop an email to firstname.lastname@example.org and the order has not been processed already, we will do our very best to cancel or amend the order for you.
Please note, as a small, independent company our live chat, emails, contact forms and social media pages are not monitored 24/7, so we cannot guarantee any order cancellations or amendments.
We kindly ask that you please take care to double check your details before placing your order.
If we are unable to cancel your order, you are welcome to return your order within 14 days as per our return policy (returns exclude BioRefills).
What's your return policy?
You are welcome to return any new, unopened and unused products for a refund within 14 days of delivery (BioRefill's excluded*). Please reach out to our customer support team at email@example.com and we'll provide you with return instructions.
Please note that the customer is responsible for returning the package and the associated costs - we are unable to refund return postage costs. We are also unable to cover the cost of any import taxes.
A full refund for your order will be provided once a return tracking code is received.
*We are unable to accept any returns on our BioRefills. Due to the biodegradable nature of our refill pouches, they need to be decanted into glass jars/bottles within 5 days of receiving them.
How does the 60 day money-back guarantee work?
Based on the thousands of positive reviews we’ve received, we’re very confident that you’ll have a great experience with our natural cosmetics.
In some cases it can take your skin a number of weeks to adjust to a new skincare routine/products, especially when making the switch to skincare packed with natural actives, that your skin might not be used to. We recommend using our skincare consistently for up to 60 days to give your skin the chance to experience great results.
However, if you are unsatisfied with any of our products after giving them a fair and consistent chance to work, we offer a money-back guarantee for up to 60 days after receiving your order. You don't even need to send the products back to us!
Please contact customer support at firstname.lastname@example.org for help with our money back guarantee. We are also available to provide tips and advice on how to get the most out of our products, please feel free to get in touch with us at any time during the 60 days, we are very happy to help you on your personal skincare journey 💚
Please note, all money back guarantee refunds exclude any delivery charges and you can only claim the money back guarantee once on each product or kit. We offer a maximum refund limit of £75 per customer over any 365-day period.
Payments & Billing 💳
What payment methods do you accept?
We accept payment using any major credit or debit card (Visa, MasterCard, Discover, American Express), PayPal, Klarna and Apple Pay. Unfortunately, we do not accept money orders, cash on delivery, checks or e-checks.
How can I view the price in my local currency?
You can view pricing and pay for your order in your currency by selecting your location in the country selector located in the menu.
What can I do if my payment is declined?
If you are having trouble with your payment method, please check to make sure that your card’s billing details match what you’ve entered (security code, billing address, etc) and that your card is not expired. If all information is entered correctly, your card issuer may be declining your payment. Since we are not given the reason for this, we kindly request that you check with your card issuer first for further details before attempting to place your order again. If you are still experiencing payment issues, please reach out to us at email@example.com and we will gladly assist you further.
I received the wrong refill pouch, or it's arrived damaged. What shall I do?
Please kindly email our customer support team at firstname.lastname@example.org providing a photo of the pouches you have received and we have the correct/another pouch dispatched to you ASAP.
I have ordered a mix of refills and glass bottled products, why have I only received part of my order?
Not to worry! The rest of your order is on its way! Refills will be sent separately to our other products. This is due to the special 'fill on demand' method used with our refills. But if you have any concerns, please do not hesitate to contact our customer support team who will be happy to help -email@example.com.
How do I use the refill pouch?
How to Refill Creams & Serums:
1. Wash your existing glass bottle and make sure it’s dry before refilling.
2. Open the cardboard wallet and remove the inner silver pouch.
3. Snip the spout close to the tip (not too far down).
4. Insert the spout as far inside the neck of the bottle as possible. Gently squeeze the pouch to fill. Gently tap the glass bottle to allow the products to run down the sides to the bottom as the product is leaving the refill.
How to Refill Oils & Liquids:
1. Wash your existing glass bottle and make sure it’s dry before refilling.
2. Cut the cardboard wallet at Line B.
3. Pinch the opening, turn the wallet upside down and hold it vertically above the bottle neck.
4. Once aligned with the bottle neck, release the opening to start the flow.
How soon after receiving my pouches should I dispense them into my empty bottles?
Due to the biodegradable nature of the BioRefills, please decant the product from refills pouches within 5 days of receiving them.
If the refills are not decanted soon after receiving them, the pouch will begin to degrade and loss of product will occur.
How do I dispose of the refill?
Rinse out the inner pouch and place it in your garden waste or home compost. The cardboard sleeve can be recycled or composted at home. If the first options are not possible, put both the pouch and cardboard sleeve in the general waste.
I have extra product left in the pouch after filling up my glass bottle, what should I do with the remaining product?
If you wish to keep any remaining product, please dispense it into clean air tight glass jars.
Is there a way I can store my unopened refill pouches for future use?
Due to the biodegradable nature of our pouches, they are not designed for storage, but just as a product transportation method.
What do I do if the product is not dispensing into the bottle?
You may need to cut a little more from the spout and/or reposition the spout in the bottle to allow the product to be squeezed out more freely. You can also lightly shake the bottle or tap the bottle on the palm of your hand to help the product run down the sides and settle in the bottom.
Can I return an unused refill?
We are unable to accept any returns on our BioRefills. Due to the biodegradable nature of our refill pouches, they need to be decanted into glass jars/bottles within 5 days of receiving them.
Can I take my refill on a plane?
Due to temperature and pressure changes whilst flying, we highly suggest you decant your refills before getting on a plane. Taking your refills on a plane could results in the pouches breaking or leaking.
Gift Cards 💝
How do I use a gift card?
You’ll see the option to enter a gift card at the checkout. To redeem your gift card, simply enter the gift card code into the box on the right hand side of the checkout page and select ‘Apply’. Only one code can be used per transaction. It’s important to do this before placing your order, as we cannot apply gift card credit afterwards.