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Frequently Asked Questions

Shipping

  • All orders are processed within 48 hours (excluding weekends and public holidays because everyone needs a break).

    We use Royal Mail for all standard shipping! You can expect a Shipment Confirmation email with an estimated delivery date once your order has been dispatched.

  • Standard shipping within the UK is charged at £2.95 per order or £1.75 for single Facial Cleansing Bar orders.

    Our international shipping is a standard economy service and can take up to 14 days for delivery. International shipping is calculated at checkout.

  • Carbon Theory isn’t responsible for any customs fees, duties or taxes applied to your order. 

    Any fees (such as tariffs and taxes) imposed during or after shipping are your responsibility (sorry!).

Product

  • All our skincare products are natural, 100% vegan and cruelty-free.

  • Our products use natural ingredients that are effective yet kind to your skin. All our products are suitable for sensitive skin but we recommend doing a patch test if you are concerned.

  • Yes! Our natural formulations are tested to the highest global standard and are perfectly safe to use during and post-pregnancy.

  • Our products are developed to prevent breakouts as well as clear up moderate acne. Through our research, we’ve found that Carbon Theory products treat acne by removing excess oil and bacteria and reducing inflammation.

Returns & Exchanges

  • We have a 14-day return policy, which means you have 14 days after receiving your item to request a return, if the product is damaged, faulty or the customer has received the wrong order.

    To be eligible for a return, your item must be in the same condition that you received it, unused and in its sealed, original packaging. You’ll also need the receipt or proof of purchase.

    To start a return, please contact us at [email protected]

    If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

  • We’ll send an email to notify you that we have received and inspected your returned item and then we will let you know when you’re return is either approved or rejected.

    If your refund is approved, it will be processed within 10 working days, and the amount will automatically be applied to your original method of payment.

    If you have any questions about your return, drop us a line at [email protected] with your order number and proof of tracked delivery.

  • If 10 working days have passed since you were notified by our returns team, then we recommend checking your bank account again or contacting your credit card company. It may take some time before your refund is officially processed. If there’s still no sign of your refund, we recommend contacting your bank for further information. 

    If you have any questions about your refund, please contact us at [email protected].

  • If you would like to exchange an item, please contact [email protected] before sending your item via tracked shipping to Carbon Theory, Unit 1, Brickfields, 37 Cremer Street, Hoxton, London, United Kingdom, E2 8HD.

    We’re not able to cover shipping costs for returns, and shipping is non-refundable.

    Depending on where you live, it might take longer for an exchanged item to reach you.

Payments

  • We accept all debit and credit cards.

  • Clearpay allows you to pay for your online purchase in four instalments, due every two weeks. When you check out, we’ll take the first instalment and ship your order. After that, Clearpay will automatically take the remaining instalments from your debit or credit card every two weeks.

    You can log in to your Clearpay account to see your payment schedule and make a payment before the due date. 

    We recommend thinking ahead before you use Clearpay to make sure you’ll have enough money to pay all of your future instalments. Please head over to Clearpay’s terms & conditions if you need any extra info or support.

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