Frequently asked questions
Delivery, the formula, returns. If the answer is not here, write to us and we will add it.
Ordering and delivery
How long does delivery take?
Orders leave our warehouse within 1 to 2 business days. Delivery then takes 5 to 9 business days depending on your country.
How much is shipping?
Standard shipping is free on every order. Express options, where available, are shown at checkout.
Where do you ship?
The countries we currently ship to are listed at checkout. If yours is not there yet, write to us. We add destinations regularly.
How do I track my order?
Use the tracking number from your shipping confirmation email on our order tracking page. Tracking usually goes live 2 to 4 days after dispatch.
Can I change or cancel my order?
Yes, as long as it has not been dispatched. Write to us with your order number as quickly as possible and we will do what we can.
The balm
What is it, exactly?
A twist-up balm stick built around three plumping actives, Volufiline, PDRN and pink collagen, supported by retinol and EGF, caffeine, NAD and vitamin E. It is designed for the areas where volume has gone, rather than for the whole face.
How often should I use it?
Morning and evening on clean skin, before your moisturiser or SPF. It also layers over makeup for a midday refresh.
Where do I apply it?
Under the eyes, either side of the nose, around the lip contour, the forehead, the cheeks and the neck. Follow the shadow. That is where the volume has gone.
Is it safe around the eyes?
Yes, it is formulated for the eye contour. Stay on the orbital bone rather than the lash line. Patch test on the inner arm first if your skin is reactive, and stop if you notice irritation.
Can I use it with retinol or acids?
Yes, but introduce it on its own for the first week so you can tell what is doing what. If you are pregnant, breastfeeding or using prescription retinoids, speak to your doctor before adding any new active.
Will it pill under makeup?
No. Warm it in with your ring finger and let it settle for a few seconds before foundation.
How long does one stick last?
That depends how many zones you treat. Used twice a day on the eye contour and smile lines, most people find a stick lasts a couple of months.
Returns and refunds
What is your returns policy?
You have 30 days from delivery to return the stick, provided it is still sealed. Write to us with your order number before sending anything back and we will send you the return details.
Can I return an opened stick?
No. Once a cosmetic has been opened it cannot be resold for hygiene reasons, so returns are limited to sealed, unused sticks. That is the same rule that guarantees the one you receive has never been handled by anyone else.
If the problem is the product itself (damaged in transit, faulty, or not what you ordered), that is a different matter. Write to us and we will replace it or refund you.
When do I get my refund?
Once the return reaches us we process the refund within 3 business days. Your bank then takes its own 3 to 5 days to show it.
My order arrived damaged.
Send us a photo and your order number and we will replace it. No return needed.
Can I use it if I am pregnant or breastfeeding?
No. This balm contains retinol, which is not recommended during pregnancy or breastfeeding. Stop using it and speak to your doctor or midwife about a retinol-free alternative.
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