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 odors.
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 realize you meant to order something different, here's 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 Contact@35thousand.com and let us know what you would like to do (please include order number in subject line). For eligible returns we will send you a free return shipping label and instructions for getting the product back to us.
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, please 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 Contact@35thousand.com, 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, please contact us at firstname.lastname@example.org so we can chase it up or get new product sent to you asap.
I PURCHASED MY PRODUCT AT ANOTHER RETAILER, CAN I RETURN IT VIA YOUR WEBSITE?
We are sorry that you need to make a return. Unfortunately, we are unable to process returns for our retail partners because they carry and track their inventory of our products. We encourage you to contact the retailer directly to make use of their return policy. Should you have an issue processing your return in this way please drop us a note at email@example.com and we will see if we can do anything to support this process.
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 firstname.lastname@example.org.
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 realize you need something different than what you ordered, please contact us immediately at email@example.com and we will make every effort to help get you taken care of.
IS SHOPPING ON YOUR WEBSITE SECURE?
We take data security seriously and are committed to your privacy. We only utilize 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!
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 supply chain-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.
SUBSCRIBE & SAVE
HOW DO I SUBSCRIBE TO A PRODUCT OR START A SUBSCRIPTION?
35 Thousand provides a subscription service. By subscribing to our service, you have confirmed that you accept our Terms of Service. Your membership will automatically renew on a recurring basis at which time your credit card will be charged automatically for the subscription products, including applicable shipping and handling fees until you cancel your membership. You can cancel your membership at any time by logging in to your account, selecting Subscriptions, then clicking cancel next to the item.
CAN I PAUSE OR SKIP A SHIPMENT OF MY SUBSCRIPTION?
You won’t be able to pause your subscription, but you will be able to skip your next shipment. In your customer account next to the subscription you wish to change, click on ‘Edit’ under the ‘Actions’ column. Here you will be able to see and edit the following: quantity, delivery address, and product variant (if applicable). You will also be able to skip your next shipment, or cancel it entirely.
HOW DO I CHANGE THE DELIVERY FREQUENCY?
You can change the frequency of a subscription via your account dashboard. You’ll see the frequency and date of your next order just above each of your subscribed products. Simply click on ‘Edit’ here to change your delivery frequency. You can choose from every 30, 60 and 90 days.
HOW DO I CANCEL A SUBSCRIPTION?
You can cancel a subscription at any time by logging in to your customer account dashboard, selecting Subscriptions, then clicking cancel next to the item.
HOW DO I SUBSCRIBE TO A PRODUCT OR START A SUBSCRIPTION?
When browsing the 35 Thousand website, you’ll be able to select ‘Subscribe & Save’ when choosing a single product or ‘Subscribe’ when choosing a value bundle where subscription is available.
The first step is to pick your product and nominate the quantity. Then, choose how often you would like to receive the product; every 30, 60, or 90 days.
Instead of buying a product as a one-off purchase and having to reorder each time you run out, you can purchase your chosen product/s as a subscription – setting up automatic recurring payments and deliveries at your chosen frequency; 30, 60 or days.
Depending on your chosen delivery frequency, we’ll send you a reminder with your upcoming order showing the items, price and expected delivery date and you’ll automatically be billed to your authorized payment method, unless cancelled earlier than 3 days before the renewal date.
Note that subscriptions can be skipped, adjusted or cancelled at any time via your customer account dashboard which you can log into here.