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Frequently Asked Questions

Ingredients

Animal Care

Customer Care

Billing

Orders

Delivery

Privacy & Security

Q. WHERE DOES SHEA BUTTER COME FROM?

Shea butter, also known as ‘karite butter’, is a cream-coloured fatty substance made from the nuts of karate nut trees that grow in the savannah regions of West and Central Africa. Karite trees, or shea trees, are not cultivated. They grow only in the wild, and can take up to 50 years to mature and live up to 300 years.

Q. WHY USE SHEA BUTTER IN LIP BALM AND HAND CREAM?

Shea butter has moisturising benefits and has been used to help heal burns, sores, scars dermatitis, psoriasis, dandruff and stretch marks. It may also diminish wrinkles by moisturising the skin, promoting cell renewal and increasing circulation it’s soft, butter-like texture melts readily into the skin.

Q. WHAT ARE ESSENTIAL OILS

Essential oils are therapeutic-grade oils distilled from plants, shrubs, flowers, trees, roots, bushes and seeds and are composed of tiny molecules. Essential oils contain the true essence of the plant it was derived from, they are highly concentrated and a little goes a long way.

Q. WHAT ARE THE BENEFITS?

Essential oils are able to enhance both your physical and psychological well being at the same time. Its distinct chemical composition, which determines its fragrance, colour, volatility and the way in which it affects the system, gives each essential oils it’s unique set of beneficial properties. For example, the chemical component ester acts as a sedative, a calming agent, an anti-fungal and anti-inflammatory; Esters are found in lavender, chamomile, bergamot and sage.

Q. HOW DO ESSENTIAL OILS WORK?

The molecules are easily dissolved which allows them to penetrate the skin easily and work into the body by mixing with fatty tissue. Meantime, as the essences evaporate they are inhaled, entering the body via millions of sensitive cells that line the nasal passages. These send messages straight to the brain and affect the emotions by working on the limbic system, which also controls the major functions of the body.

Q. WHAT ARE THE BENEFITS OF VITAMIN E FOR THE SKIN?

Vitamin E is vital in protecting skin cells from ultra violet light, pollution, drugs and other elements that produce cell damaging free radicals, as it is an anti-oxidant. Vitamin E helps skin look younger by reducing the appearance of stretch marks. It can also help prevent the appearance of age spots and strengthen the skin’s barrier function and helps maintain the skin’s oil balance during the cleansing process.

Q. WHAT IS GLYCERINE?

Glycerine is one of the most versatile and valuable substances known to man and has no known negative environmental effects. A water clear, odourless, viscous liquid with a sweet taste; it attracts moisture to the skin and is an ideal ingredient to include in soap.

Q. WHAT ARE PARABENS & SULPHATES?

Parabens are a class of chemicals widely used as preservatives in cosmetics to prolong shelf-life by stopping the growth of bacteria and prohibiting mould. They are regularly found in hand creams, shampoos, moisturisers, shaving gels, and many more types of toiletries. Parabens are also commonly used as food additives to achieve the same effect.

Sulphates, or Sodium Lauryl Sulphate (SLS), are commonly used in soap, shampoo, shower gel, and bubble bath, and act as a foaming agent, creating the rapid foaming soaps that we are so used to.

Because of their ability to dissolve oils, Sulphates can remove the healthy, essential oils from your skin that help to keep it well-nourished. This can cause dryness and dehydration of the skin.

By removing Parabens and Sulphates (and using a little secret know-how!) the same preservative and foaming action can still be achieved. So you can still benefit from high quality hand cream and bubble bath that last for as long as you need, with all the foam you enjoy, without unnecessary chemicals, and as nature intended.
At Heathcote & Ivory all of our toiletries are totally free from Parabens and Sulphates, designed to suit everyone.

Q. DO HEATHCOTE AND IVORY TEST ON ANIMALS?

Absolutely not. None of the Heathcote & Ivory, Sanderson or Cath Kidston products are tested on animals, only on us! We make it a rule not to allow any animal derivatives in our products, the only exceptions are derivatives where the animal has not been harmed in any way by the process e.g. Beeswax and Lanolin

Q. HOW CAN I CONTACT THE H&I CUSTOMER CARE?

The H&I Customer Care Centre opening hours are Monday to Friday, 9am - 5pm. Call 0207 483 8383 (UK only) or +44 (0) 207 483 8383 (outside UK).

Q. HOW DO I SEARCH FOR A PRODUCT?

Finding what you need at H&I couldn’t be easier. Simply enter the product code (if you have it) or name into the quick search function at the top of each page.

Q. I’VE SEEN SOMETHING ON WWW.HEATHCOTE-IVORY.COM BUT IT’S NO LONGER AVAILABLE. HOW CAN I FIND IT?

Try using our quick search function at the top of each page to locate your product. If the product is no longer available on www.heathcote-ivory.com it may be that product is no longer in stock. Call our call Customer Care Team on 0207 483 8383 (UK only) or +44 (0) 207 483 8383 (outside UK) for further information.

Q. DO I NEED TO REGISTER WITH WWW.HEATHCOTE-IVORY.COM IN ORDER TO PLACE AN ORDER?

You do not need to register with www.heathcote-ivory.com to make a purchase from our site. However, there are many benefits of becoming a registered www.heathcote-ivory.com customer, including faster checkout and weekly emails with updates, offers and promotions.

Q. HOW DO I REGISTER WITH WWW.HEATHCOTE-IVORY.COM?

To register for a www.heathcote-ivory.com account, please select the 'Register' option on the top of the homepage.

Q. HOW DO I LOGIN/SIGNOUT OF MY WWW.HEATHCOTE-IVORY.COM ACCOUNT?

If you wish to log in to your account select the 'Sign In' option at the top of the homepage and enter your username and password when prompted. To sign out of your account, please select the 'Sign Out' option at the top of the homepage.

Q. HOW CAN I CHANGE MY PERSONAL DETAILS?

Simply log in to your www.heathcote-ivory.com account and select 'Change Personal Details'.

Q. WHAT SHOULD I DO IF I HAVE FORGOTTEN MY PASSWORD?

You can request that we reset your password and send you a new one. This option is available on the ‘Sign In’ page. If you can't remember which email address you registered with or still have problems signing in to your account, then please contact Customer Care Team on 0207 483 8383 (UK only) or +44(0) 207 483 8383 (outside UK). Lines open 9am - 5pm, Monday to Friday (closed Saturdays, Sundays and Bank Holidays).

Q. HOW CAN I CHOOSE TO PAY ON WWW.HEATHCOTE-IVORY.COM?

The following payment methods are accepted on www.heathcote-ivory.com: Paypal, Visa, Visa Debit/Delta, MasterCard, JCB, Maestro UK and Maestro International. Unfortunately, we are unable to accept payment by cash or cheque for online orders

Q. WHEN WILL MY CARD BE CHARGED?

Please be advised that when an order is placed, we request pre-authorisation for the value of the order from your bank/card issuer to ensure that the funds are available. However, this remains simply a pre-authorisation request until the order is shipped, at which point we actually take payment. If you have any further queries, please contact your bank/card issuer.

Q. HOW DO I KNOW IF MY ORDER HAS BEEN RECEIVED?

After placing an order with www.heathcote-ivory.com you will be sent an email to acknowledge that we have received your order.

Q. HOW DO I TRACK MY ORDER?

You are able to track your parcel online by simply clicking the link shown on your confirmation of dispatch email or alternatively by logging on to your www.heathcote-ivory.com account and selecting 'Order History'.

Q. HOW DO I CANCEL/CHANGE AN ORDER?

If you wish to cancel your order placed online or over the telephone, please contact our Customer Care Team by:

Calling 0207 483 8383 (UK) or on +44 (0) 207 483 8383 (outside UK) Lines are open Monday to Friday 9.00am - 5.00pm (GMT) (closed Saturdays and Sundays).

Forwarding your acknowledgement email to us at shopping@heathcote-ivory.com stating your intention to cancel the order.

Alternatively, you may cancel your order by returning the goods along with the completed Returns Form within 14 days of receipt.

It may not always be possible to stop an order from being dispatched, as we endeavor to process orders immediately. If your order has already been dispatched please return the order following the instructions contained within the parcel. Please note that your right to return goods does not apply to certain products.

In order to change the details of your order, you must notify us within 30 minutes of your order being placed. Please have the order number and date the order was placed to hand. After this time we are unable to amend your order as we endeavor to process orders immediately therefore we would request that you return the goods once they have been delivered.

Q. WHERE DO YOU DELIVER TO?

www.heathcote-ivory.com delivers throughout the UK.

Q. WHAT DELIVERY OPTIONS ARE AVAILABLE ON WWW.HEATHCOTE-IVORY.COM?

Our UK delivery options are as follows:

  • Next Working Day delivery costs £5.00 (Orders must be placed before 10am)
  • Standard delivery costs £3.00 and will deliver in 3-4 days

Q. CAN I CHANGE THE DELIVERY ADDRESS?

Unfortunately we are unable to amend delivery details once your order has been placed. It is therefore very important that you check all the order details are correct before completing your transaction.

Q. DO YOU TELEPHONE THE RECIPIENT PRIOR TO DELIVERY?

e We do not normally ring our customers before a package is delivered. However, we are able to notify recipients via email that their goods have been dispatched. Please enter your recipient’s email address when prompted during the checkout process if you wish to use this service.

Q. HOW DO I KNOW YOUR WEBSITE IS SECURE?

Ensuring www.heathcote-ivory.com is as secure as possible is of up most importance to us. Our site uses software to provide high level SSL encryption technology. There are two simple ways to check if a page on our website is secure; firstly a small padlock sign will appear in the bottom bar of your browser and the 'http' will be replaced with 'https' at the front of www.heathcote-ivory.com in the browser address window.

Although we use advanced security measures to protect your information against loss, misuse and alteration, as is the case with all computer networks linked to the internet, we cannot guarantee over the security of the information you provide over the internet and as such we cannot be held responsible for it. Please note that e-mail correspondence is free-format text and cannot be encrypted; therefore it is not a secure means of communication. We will never contact you by e-mail to ask you to send or confirm any of your personal details, if we need any information of this nature we will only contact you by telephone. Never send any sensitive information, such as passwords or credit card information, via email. Where we have given you (or where you have chosen) a password which enables you to access certain parts of our website, you are responsible for keeping this password confidential. We ask you not to share a password with anyone. To ensure shopping at www.heathcote-ivory.com is as safe as possible, we operate 3D Secure - a credit and debit card authentication process operated in partnership with your card issuer. Think of 3D Secure as ‘chip and pin’ for online shopping. Here's what you can expect: To complete your order, you will be briefly redirected to a secure screen hosted by your card issuer.

If you have previously paid using 3D Secure, enter your 3D Secure password to complete your order.

If this is the first time you have used 3D Secure you will be asked to complete a quick, simple registration process to complete your order.

Once your identity has been confirmed, your order will be approved and you will automatically return to www.heathcote-ivory.com. For more information please visit http://www.shopsafeonline.org.uk

Q. WILL YOU PASS MY INFORMATION ON TO OTHER COMPANIES?

Your privacy is of utmost importance to us. Your personal details will only be used by Heathcote and Ivory and our carefully selected third party partners to ensure we deliver an excellent service to you, to process and deliver your order and maintain your account with us. We do not sell or pass your details on for any other purpose.

Q. HOW DO WE NOTIFY YOU OF ANY CHANGES TO OUR SECURITY AND PRIVACY POLICY?

Any changes we make to our security and privacy policy in the future will be updated in our terms and conditions.

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