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FAQs

PRODUCT

Are 35 Thousand products tested on animals?

No, we do not test any of our products on animals and all of our products are also certified cruelty-free

What is the use-by date for the products?

In accordance with cosmetic regulations our products have a 3 year shelf life. In addition the small open jar symbol on each bottle indicates how long the product can be safely used for once opened.

Is your packaging sustainable?

We’re proud of the fact that our bottles are all made from a green sugarcane, which can also be recycled. Our cartons are all from an FSC certified forest and manufacturer and again can be recycled.

Are your products hypoallergenic?

Our products do not contain synthetic fragrance, irritating essential oils or harsh detergents and are expertly formulated to suit all skin types, including sensitive. However, if you have a concern regarding a known allergy please refer to our ingredient lists.

Is 35 Thousand a clean beauty brand?

By most retailer standards, our products would be classified as ‘clean’. However, we prefer to avoid that term because there is no standard or definition to clarify what ‘clean’ means.

We avoided ingredients that are commonly associated with reactions and we avoided any known controversial ingredients where the jury is still out on safety or potential risk to the skin.

More importantly we put every single ingredient that we used (yes, even water) in our glossary of ingredients on our website so you can see for yourself what is in each of our products, what the source of the ingredient was and what purpose it serves in our products.  This way you can make your own informed decision.

Is 35 Thousand skincare vegan?

Our range is free from animal-derived ingredients. 

Do your products contain fragrance?

We know that some synthetic fragrance and even natural essential oils can cause a skin reaction, so we’ve opted to play it safe and avoid this in all of our products. We use a small amount of natural vanilla and frankincense extracts in our products to mask any base odours.

ORDERS

Can I cancel my order and return my purchase for refund?

We want you to be happy with your order so if you would like any help in making the right selection for you before placing your order please reach out to us and we will be happy to chat with you about the products and/or send you a sample.  That said, if you do have second thoughts about your order or realise you meant to order something different here is the scoop on what to do: 

Eligibility for Cancellations & Returns

New, unopened products in their original packaging can be returned for full refund within 14 days of receiving your order.  If a set was purchased, the full, new and unused set must be returned in its original packaging to qualify for refund – we cannot accept returns of individual items within a set. To request a cancellation and return, just drop us an email at [email protected] and let us know what you would like to do (please include order number in subject line).  For eligible returns we will send you free return shipping label and instructions for getting the product back to us.

Refund Processing

Eligible Refunds will be made to the credit card that was used for original purchase. Refunds will include any tax and the cost of standard delivery (if you opted for a faster class of delivery, any additional cost of delivery above that of Standard Delivery will not be refunded).

  • If your order has not yet dispatched, the refund will be processed within 14 days of cancellation notice.
  • If your order has already been dispatched or delivered, then you’ll need to follow our Returns Process (in FAQ or T&Cs) to return the Products to us. We will issue the refund to you within 14 receiving the returned Products in our facility, provided they are in original packaging, unused and in a hygienic and resalable condition.

Who do I contact if my order is damaged, incomplete, or does not arrive?

Hate it when that happens! If your products arrive damaged or incomplete please email us as soon as possible at [email protected], ideally with some photos so that we can determine what might have happened on our end.  Any new, unused damaged products can be returned for full refund or replaced.  Once we receive your email we will work with you to make arrangements accordingly.

If your products don’t arrive to you within a week from receiving shipment confirmation email from us, please contact us at [email protected] so we can chase it up or get new product sent to you asap.

I purchased my product in a retail outlet – can I return it via your website?

At this time we do not have any authorised retailers so if you purchased through a retailer we are unable to support returns, exchanges or cancellations.

How will you confirm that my order has been received?

Once an order is placed, you will receive a confirmation email from us. If you don’t hear from us within 24 hours please contact our team at [email protected]

Which forms of payment do you accept?

We accept all major credit cards via Stripe, as well as Paypal and Amazon pay

Can I change my order?

Once your order is confirmed the wheels start turning on our end and it becomes tricky to make a change to products ordered or shipping destination.  That said we always want to try to help so as soon as you realise you needed something different than what you ordered, please contact us immediately at [email protected] thousand.com and we will make every effort to help get you taken care of.

Where can I find a list of your retail partners?

At this time our products are only available for purchase through our website.  Follow @35thousand on the social media or sign up to our newsletter to be the first to know when we expand our access points.

Is shopping on your website secure?

We take data security seriously and are committed to your privacy. We only utilise certified Payment Card Compliant (PCI) partners to process payments on our site (Stripe, PayPal and Amazon). Our website has been developed with security in mind, it uses SSL encryption, is monitored, maintained and regularly patched. We work with a highly trusted hosting partner who provides a further level of security which includes their firewall, penetration testing and disk write protection and limitations.

Do you sell gift cards?

Not yet, but we love a gift card as much as the next gal so we hope to soon!

SHIPPING

What shipping options do you offer and what are the costs?

We offer standard and expedited shipping.  Standard shipping is free for orders over $50 in US and £50 in UK.

How quickly will my order arrive?

Orders are typically processed in 1-2 business days and should arrive within 15 business days unless expedited shipment was selected. Note that while these estimated times reflect the vast majority of shipments, the world of shipping is experiencing significant pandemic related delays so these estimated times could take longer.

You will receive an email notification when your shipment is sent.

Where do you ship to?

We currently ship within the US, the UK, and the Channel Islands.  Follow us on Instagram to find out when new markets open.