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How do I change my billing address?

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Changing your billing address is quick and easy online. Once you are logged into your account, go to ‘My account’ and then ‘My address book’. From this page you can delete and add new addresses and set defaults for both billing and delivery.

Can I track my order

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Yes. We despatch all our orders via our trusted Courier partner. Regardless of whether you choose to have your order delivered via standard, priority, special or recorded signed for service, you will be able to track your parcel's progress. When you receive your despatch confirmation, within the body of the email we will include a link to the website, which will then enable you to Track & Trace your parcel. Please be aware that information relating to your order may not be available to view immediately after it leaves us – if this is the case, please try again a little later.

If you chose to have your order sent overseas, including via our international signed for service, please call us on +44(0) 0207 129 7452 and we will be happy to assist you

When will I receive my order?

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Details on delivery and shipping times are on our delivery information page.

Details on delivery and shipping times are on our delivery information page.

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Unfortunately retrospective changes are not possible once an order has been made as the order is sent directly to our warehouse for speedy processing and transportation to you. Any additional products to be added will need t to be done via a separate order.

Is it possible to send my order to a new delivery address?

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Yes this is possible. To do this, please enter this delivery address as normal during the checkout process. Please note that even when the name used on your delivery address is different to your billing address, your entire order will be sent to the delivery address along with any paperwork.

My coupon code has not been accepted

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Please note to enter a promotional code, you must first log into your account. Our terms state only one coupon code can be used per order - loyalty codes and promotional codes cannot be used together. Check that the promotion date is still valid as these are activatable only for limited and specified periods.. If problems are still experienced however , please do contact us by email customerservice@freyaandbailey.com and we will be able to investigate the issue.

Can I use more than one offer/ discount code at a time?

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Only one offer is valid at a time. Discount codes are not valid on already discounted items, or gift sets as these already offer customer savings.

How do I add another payment method?

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This is simple and quick to do online.

Once you have logged in to your account, go to ‘My account’ and then ‘My saved cards’. Simply select ‘Add new’ and complete the necessary details for your new payment card and this card will then be available when you checkout online. Alternatively, you are also able to add a new card during the checkout process.

I have forgotten my account password/email, what should I do?

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If you have forgotten your password, you can reset it here. Simply enter the email address you registered with and you will receive an email with a new password.

How do I amend my profile?

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Once you’ve signed in, you can click ‘my account’ which will enable you to check your orders and make a number of amendments: Check the delivery status/tracking information for your most recent purchase. Update your profile

Which methods of payment do you accept?

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We accept payment via most major credit and debit cards, and through PayPal. Below is a list of accepted methods of payment:

I placed an order but I have not received a confirmation email. What should I do?

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Please check your junk/spam folder. If there is no confirmation email, please check the account you have used to pay to see whether payment has been taken. If you have been charged please contact us and we will investigate. If you have not been charged, the transaction has not been processed and you will need to re-order your items.

I made an order but I would like to cancel it, how can I do this?

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Please contact us immediately and we will do our best to cancel as orders are immediately sent to our warehouse for speedy processing and transportation to you. Unfortunately if your products have been shipped we are unable to cancel it.

I have entered the wrong delivery address for my order, what should I do?

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Please contact us as soon as possible as orders are immediately sent to our warehouse for speedy processing and transportation to you. We will do our best to change the delivery address however if the order has already been shipped we are unable to make any changes.

Do you accept international orders?

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We deliver our products worldwide, with a handful of exceptions. Please consult {Returns & Shipping} for full list of destinations

What do I do if my goods are damaged?

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We want all of our orders to reach their destinations in perfect condition. If your order arrives damaged, please email photographs as soon as possible – including details of any leaks, breakages or signs that the outer parcel has been tampered with. Please retain the product and packaging until the issue has been resolved. Please send relevant images to customerservice@freyaandbailey.com so we can arrange prompt dispatch of a duplicate item if necessary

Can I refund and exchange my goods?

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We will issue refunds or exchanges as long as you notify us by email within 7 working days of delivery. We will refund or exchange as long as we are satisfied they have been unopened, unused and returned in their damage/ dent free original packaging. Please be aware that due to EU hygiene regulations we cannot offer a refund, replacement or exchange on items returned in non-saleable condition.

Please email customerservice@freyaandbailey.com and we will issue you with a returns reference number and give you instructions on how to return your goods. (Your statutory rights are not affected.) In the unlikely event that you dislike or experience a reaction to one of our products, please email customerservice @freyaandbailey.com

Other Queries?

If none of the above has answered your query please email us at info@freyaandbailey.com

My order arrived incomplete

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Our warehouse team are incredibly conscientious but occasionally mistakes do happen. If an item is missing (and you weren’t made aware of a stock shortage) or you’ve received something other than you were expecting, please make our customer service team aware of any issues as soon as possible; attaching photographs if relevant. For missing items, we will verify with the warehouse and arrange dispatch of the relevant product as quickly as we possibly can. If we’ve sent you a product in error, we ask that you email a photograph showing what you’ve received (if possible) so we can make the appropriate arrangements.

What are your shipping rates

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MAINLAND UK
Standard delivery within 3-5 working days (UK) - FREE on orders £50 or over.
£4.95 on orders under £50. Orders will be despatched by courier, a signature is required.
Outer Hebrides may take longer than 4 days.
Next Day delivery (UK only) - £8.95.
Orders to UK addresses placed before 3pm Monday - Friday will be despatched on the same day and delivered the next working day. A signature is required. Orders placed between
Friday after 3pm - Sunday will be delivered on Tuesday.
EUROPE 
Standard Tracked: £5.95 Once despatched 2 – 8 business days 
Priority Tracked Courier: £17.00 Once despatched 2 – 3 business days
MIDDLE EAST
Standard Tracked: £7.95 Once despatched 5 – 15 business days
Priority Tracked Courier: £27.00 Once despatched 2 – 4 business days
ASIA& AUSTRALASIA
Standard Tracked: £9.95 Once despatched 5 – 15 business days 
Priority Tracked Courier: £31.45 Once despatched 2 – 4 business days
MAINLAND CHINA( Based on Weight )
Standard Tracked: £17.00 - Once despatched 5 - 15 business days (signature required)
Hong Kong SAR: 17.00 ( Based on Weight)
Standard Tracked: £10.95 - £21.95 Once despatched 5 – 15 business days
Priority Tracked Courier: £32.00 Once despatched 2 – 4 business days
International Heavy Goods/Bulk Buy Tracked Standard Shipping- ( 20 lb-50 lb)
£15
International Heavy Goods/Bulk Buy Tracked Standard Shipping – (20lb-50lb) £37

REST OF THE WORLD (Excludes US and Canada where we don't ship)


Standard Tracked: £9.95 Once despatched 5 – 15 business days
Priority Tracked Courier: £32.00 Once despatched 2 – 4 business days

Where are Freya + Bailey Skincare products made?

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Our products are manufactured in the UK.

Are your essential oils pure?

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We use 100% pure essential oils that are authentic and non-adulterated from trusted sources. We use high-grade essential oils and where appropriate cold pressed extraction. We never use harsh solvent extraction methods.

Do you use any acrylates or any acrylic substances of any kind in your products?

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We do not use any acrylates or any acrylic substances of any kind within our products.

What preservatives do your products contain?

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We use a combination of Ethylhexylglycerin and Phenoxyethanol which is a globally approved paraben-free preservative that is very effective against bacterial, yeast and fungal growth. We never add more than 1% in our products and are extremely dedicated to using only the finest ingredients that solve skin concerns without creating others so stringently avoid using harsh chemicals.

What is the shelf life Freya + Bailey Skincare products?

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Once opened products should be Freya + Bailey Skincare used within 6 months. If you have any queries about your products, please contact info@ freyaandbailey.com

Do your products contain gluten?

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Once opened products should be Freya + Bailey Skincare used within 6 months. If you have any queries about your products, please contact info@ freyaandbailey.com

Do your products contain gluten?

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A lot of our products contain Vitamin E which can come from wheat or soy sources and so unfortunately may contain gluten. Further to this, we also use oat powder and wheat germ oil in some of our products

Are your products suitable for vegans?

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Our products are suitable for vegans and vegetarians containing no animal derivatives and are cruelty free.

Are your products organic?

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All our products contain a range of organic ingredients. We are extremely careful about where we source our ingredients to ensure quality and authenticity. It is not always possible to source 100% organic ingredients for all products however our products are formulated from organic and natural, active ingredients. Our products are generally over 90 % natural and we use no harsh chemicals in our production process.

Can I use Freya+ Bailey products if I am pregnant?

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None of our products contain ingredients at levels which should cause concern during pregnancy. But if you have any concerns at all we advise you to consult your GP. Each product’s ingredient list is printed on the product’s packaging & can also be found on the product pages of our website.

My skin is sensitive can I still use Freya + Bailey Skincare products?

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Freya + Bailey Skincare products are Dermatologically tested, PARABEN Free , Non Comedogenic and should be effective on even on sensitive skins. As with all products however we recommend discontinuation should skin concerns arise

Do Freya + Bailey Skincare cleansers dehydrate skin?

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Our high performance cleanser is developed for skin hydration with sulphate free cleansing agents that remove impurities and make up without irritation.

What non- comedogenic means?

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Non comedogenic refers to cosmetic formulas that do not congest pores and cause black heads and pimples.

Can I use your products if I have a nut allergy?

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The refined nut oils used in finished cosmetic products are unlikely to cause severe allergic reactions, but it is not possible to give 100% guarantees where allergies are concerned. If you have any allergy concerns please discuss with your doctor ahead of trying new products.

Is Freya + Bailey’s Skincare's packaging recyclable?

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We care about the environment and think carefully about how we can contribute to minimising our direct environmental impacts. We seek to balance our own hopes with that of the needs of future generations. By sourcing responsibly- from established and responsible UK manufactures and reducing waste via recyclable, PET packaging  plus recyclable delivery boxes and wrapping, we believe we can do our bit to build a more sustainable business. We recognise it’s a journey and will continue to look at ways we can improve.

I'm new to the range, which products should I start with?

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The key to beautifully radiant skin is our effective 4-step cleanse, tone , serum and moisturise routine – used every day, morning and night. They are specially formulated to address Normal/Combination, Dry or Oily skin properties. Identify your skin type ( see FAQ “ How do I know my skin type” for guidance) and follow the below recommended skincare routine.


Normal Combination Skin
AWAKE! Recharge Cleanser, skin firming EXHALE! Revitalising Face Toner, Collagen production boosting DOYENNE! Miracle Face Serum and our essential nutrients, anti ageing FORTE! Collagen Face Moisturiser</li>
For night time hydration follow steps 1-3 then switch to our high performance POLISH! Night Cream for anti-bacterial, anti oxidant packed skin renewal.


DRY Skin

HEED! Marula Face Cleanser for deep clean that protects and revitalises, LIT! Decongest Face Toner to remove impurities, HAIL! Marula Face Serum followed by REBOOT! Incredible Face Moisturiser infused with a cocktail of natural anti-oxidants, Vitamin E, B5 and moisture retaining hyaluronic acid.

For night time hydration follow steps 1-3 then switch to our remarkable NOCTURNAL! Restore Night Cream for nourishing, through the night moisture release.
Oily Skin

GLO’UP! Dream Face Cleanser, RESTORE! Endurance Face Toner, CONTROL! Clarifying Face Serum and high performing QUENCH! Boost face moisturiser to detoxify environmental skin aggressors - leaving skin protected &amp; revitalised.

For night time hydration follow steps 1-3 then switch to our high performance PROTECT! Hyaluronic moisturiser for anti-bacterial, anti oxidant packed skin renewal

How do I know my skin type?

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Our moisturisers are available in Normal Combination/ Dry / Oily formulations for both day and night hydration care.

In general, Normal Combination skin can be dry or normal in some areas and oily in others, such as the T-zone (nose, forehead, and chin). If this applies to you then choose from the specially formulated products in this range starting with:

AWAKE! Recharge Cleanser, skin firming EXHALE! Revitalising Face Toner, Collagen production boosting DOYENNE! Miracle Face Serum and our essential nutrients, anti ageing FORTE! Collagen Face Moisturiser

For night time hydration follow steps 1-3 then switch to our high performance POLISH! Night Cream for anti-bacterial, anti oxidant packed skin renewal.

In general, Dry skin can feel tight time during the day and if this applies to you then choose from the specially formulated products in this range starting with:

HEED! Marula Face Cleanser for deep clean that protects and revitalises, LIT! Decongest Face Toner to remove impurities, HAIL! Marula Face Serum followed by REBOOT! Incredible Face Moisturiser infused with a cocktail of natural anti-oxidants, Vitamin E, B5 and moisture retaining hyaluronic acid.

For night time hydration follow steps 1-3 then switch to our remarkable NOCTURNAL! Restore Night Cream for nourishing, through the night moisture release.


In general Oily skin tends to be shiny during the day and if this applies to you then choose from our sebum balancing, Non Comedogenic Oily skin range with a recommended hydration routine of : GLO’UP! Dream Face Cleanser, RESTORE! Endurance Face Toner, CONTROL! Clarifying Face Serum and high performing QUENCH! Boost face moisturiser to detoxify environmental skin aggressors - leaving skin protected &amp; revitalised.

For night time hydration follow steps 1-3 then switch to our high performance PROTECT! Hyaluronic moisturiser for anti-bacterial, anti oxidant packed skin renewal

Do you send out samples?

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We don't supply samples, but our travel sizes are an excellent way to try many products within our range.

What do I do if my goods are damaged?

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We want all of our orders to reach their destinations in perfect condition. If your order arrives damaged, please email photographs as soon as possible – including details of any leaks, breakages or signs that the outer parcel has been tampered with. Please retain the product and packaging until the issue has been resolved. Please send relevant images to customerservice@freyaandbailey.com so we can arrange prompt dispatch of a duplicate item if necessary

Can I refund and exchange my goods?

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We will issue refunds or exchanges as long as you notify us by email within 7 working days of delivery. We will refund or exchange as long as we are satisfied they have been unopened, unused and returned in their damage/ dent free original packaging. Please be aware that due to EU hygiene regulations we cannot offer a refund, replacement or exchange on items returned in non-saleable condition.

Please email customerservice@freyaandbailey.com and we will issue you with a returns reference number and give you instructions on how to return your goods. (Your statutory rights are not affected.) In the unlikely event that you dislike or experience a reaction to one of our products, please email customerservice@freyaandbailey.com

Other Queries?

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If none of the above has answered your query please email us at customerservice@freyaandbailey.com

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