FREQUENTLY ASKED QUESTIONS
By switching to organic natural skincare and make-up products, you can protect your entire body’s organism from the harmful chemicals added to conventional cosmetic products.
Is it safe to shop from your site?
The health and safety of colleagues and the wider community has always been our first priority. We have enhanced safety measures in place to safeguard teams, going above and beyond government guidelines to maximize protection.
What are you doing to ensure colleagues' safety?
We have introduced a number of additional health-and-safety measures that go above and beyond the government guidelines. These include:
- 1m or above social distancing respected throughout site
- Temperature-control checks on entry, using advanced thermal screening technology
- Staggered breaks, staggered entry and exit to site and a one-way system implemented to site
- Increased cleaning and disinfecting of equipment
- PPE, including masks, gloves and sanitizer
What about the delivery of my purchase?
In line with government guidelines, all our drivers will be wearing face masks and are regularly washing their hands and carrying hand sanitiser. We’re also continuing to monitor their health and well-being so they can continue completing deliveries to the highest possible standard. Our fleet of vans are disinfected daily and deep cleaned once a week to maintain utmost cleanliness.
Our shipping partner
We are working with our shipping partner, to ensure all appropriate health and hygiene standards are adhered to. They are currently operating a contactless delivery system. Where a signature would usually be required or this has been requested by you, they will endeavour to take the recipient’s name as proof of delivery and follow socially distanced protocol. When a signature is waived by you, they will leave your parcel where you specified.
Please note that SOMETHING ODE or our shipping partners will not be held responsible for any loss or damage that may occur once your order has been delivered as set out above.
Why is my return taking longer to process?
Your return may take slightly longer to process as we have enhanced health and safety measures in place to protect our teams and customers. We are ensuring a minimum of 72 hours to process returned packages.
Changes to EU orders and returns
Here’s some helpful information for customers ordering to countries in Europe. Please check back regularly for updates.
Will there be possible delays with my orders or returns?
Your orders and returns may face potential delays. Please sign into your account to check the status of your delivery or return.
Do I need to pay any additional taxes and duties?
The final purchase price will be shown at checkout as usual.
Why can't I see more shipping options at checkout?
Our delivery options to countries in Europe may vary at this time. You can view the options available when proceeding to purchase.
Do I need to complete new paperwork if I want to return my purchase?
You now need to complete and sign three returns proforma invoices and hand these to the driver to attach to the outside of the box or take three copies to your local Service Point.
Please be aware that your return may face delays if you don't include three copies of the proforma invoice.
If you didn’t receive three copies when you initially ordered or have lost the paperwork, please contact Customer Care.
Are exchanges still free within the EU?
For now, there are no additional costs when exchange your purchase for a different size.
Will my refund still include taxes and/or duties?
At the moment, your refund will continue to include taxes and/or duties.
Do I need an account to place an order?
You can shop without creating an account.However, if you register with us, you’ll enjoy the following benefits:
- Track your orders and review past purchases
- Request an exchange or return directly from your account
- Save your address and card details so you can shop even quicker in future<
How do I reset my password?
If you‘ve forgotten your password, request a link to reset it or follow the ‘Forgotten password’ instructions on the ‘Sign In’ page.
Can I amend or cancel an item from my order?
Depending on the status of your order, it may be possible to cancel an item or change it to a different size. Please note, we’re unable to combine or add an item to an existing order.
If you need to make any amendments to your purchase, please call our Customer Care team as soon as possible and we’ll see what we can do.
What do I do if I think an item that I purchased from your site is faulty?
Simply email email@example.com and we’ll look into this for you. When you get in touch with us, please provide your order number and photographs of your item. Please be aware that items which have been damaged as a result of normal wear and tear, by accident, or your own misuse, will not be considered faulty. This does not affect your statutory rights.
How do I contact your PR or Buying Team?
You can send an email to the following addresses: firstname.lastname@example.org