Frequently Asked Questions
Frequently Asked Questions
Find answers to common questions about our skincare and haircare products, shipping, returns, and more.
Products & Ingredients
Q: Where are your products made?
A: Our products are sourced from trusted UK and EU brands, with many formulated in Estonia and other European countries under strict quality standards. Each product page lists its country of origin.
Q: Are your products suitable for sensitive skin?
A: Yes! We specifically focus on products designed for common concerns including dryness, sensitivity, breakouts, and scalp irritation. Many of our products are dermatologist-developed, fragrance-free, and formulated for sensitive skin. Check individual product descriptions for specific details.
Q: Are your products vegan and cruelty-free?
A: Most of our products are vegan and cruelty-free. Each product page clearly states whether it's vegan, and all our brands are committed to ethical practices.
Q: What ingredients do you use?
A: We focus on functional, proven ingredients like hyaluronic acid, urea, balneological peat, batana oil, rosemary oil, and natural botanical extracts. Full INCI ingredient lists are provided on product packaging.
Q: How do I know which products are right for me?
A: Browse our collections by category (Skincare & Treatments or Hair & Scalp Care) or look for products that address your specific concerns mentioned in the product descriptions (e.g., dry scalp, split ends, sensitive skin, breakouts).
Ordering & Payment
Q: What payment methods do you accept?
A: We accept all major credit and debit cards, as well as Shopify Pay, Apple Pay, and Google Pay for fast, secure checkout.
Q: Is my payment information secure?
A: Absolutely. We use Shopify's secure, encrypted payment processing. We never store your payment details on our servers.
Q: Can I modify or cancel my order?
A: Yes, orders can be cancelled or modified within 24 hours of purchase, provided they haven't been dispatched yet. Contact us at info@blancnmist.com as soon as possible.
Q: Do you offer gift cards?
A: Not currently, but we're working on adding this option soon.
Shipping & Delivery
Q: Do you offer free shipping?
A: Yes! We offer free standard tracked delivery (2-5 business days) on all orders over £50. Orders under £50 can choose from our paid shipping options.
Q: What are your shipping options?
A: We offer:
• Free Standard Tracked Delivery (2-5 business days) on orders over £50
• Express Shipping (1-2 business days) - £4.99
• Next Day Delivery (order before 2pm) - Available Monday-Friday
Q: How long does order processing take?
A: All orders are processed within 72 hours (3 business days) before dispatch. Orders are not shipped on weekends or UK public holidays.
Q: Do you ship internationally?
A: Yes! We ship to the UK, Ireland, US, Canada, Australia, New Zealand, and most European and international destinations. Shipping rates and times vary by location.
Q: How can I track my order?
A: You'll receive a tracking number via email once your order ships. If you need help with tracking, contact us at info@blancnmist.com.
Q: What if I entered the wrong shipping address?
A: Contact us within 24 hours of placing your order at info@blancnmist.com so we can attempt to update it before shipment.
Returns & Exchanges
Q: What is your return policy?
A: You may request a return or exchange within 30 days of delivery. Items must be unused and in original packaging. Contact info@blancnmist.com to receive a return authorization before sending items back.
Q: Who pays for return shipping?
A: Customers are responsible for return shipping costs unless the item is confirmed as faulty or damaged. For items over £75, we recommend using tracked or insured delivery.
Q: How long do refunds take?
A: Once we receive and inspect your return, approved refunds are processed to your original payment method within 3-5 business days. Your bank may take additional time to reflect the refund.
Q: What if my order arrives damaged or faulty?
A: Contact us within 30 days of delivery at info@blancnmist.com with your order number and photo/video evidence. Approved cases will be replaced or refunded at no additional cost to you.
Q: Can I exchange a product for a different one?
A: Yes! Contact us at info@blancnmist.com within 30 days of delivery to arrange an exchange.
Q: What items cannot be returned?
A: Gift cards, downloadable/digital products, and items not returned in original condition (due to reasons not caused by us) cannot be returned.
Product Usage & Care
Q: How should I store my products?
A: Store products in a cool, dry place away from direct sunlight. Keep lids tightly closed when not in use.
Q: How long do products last once opened?
A: Most skincare and haircare products last 6-12 months after opening. Check the PAO (Period After Opening) symbol on the packaging for specific guidance.
Q: Can I use multiple products together?
A: Yes! Our products are designed to work well together. For specific routine recommendations, check individual product descriptions or contact us.
Q: Are your products safe during pregnancy?
A: While most of our products use gentle, natural ingredients, we recommend consulting your healthcare provider before using any new skincare or haircare products during pregnancy.
Contact & Support
Q: How can I contact customer service?
A: Email us at info@blancnmist.com. We aim to respond within 24 hours.
Q: What are your business hours?
A: Our customer service team operates Monday-Friday, 9am-5pm GMT. Orders are processed 7 days a week.
Q: Do you have a physical store?
A: We're an online-only store, which allows us to offer better prices and a wider selection of trusted UK & EU brands.
Q: How do I leave a product review?
A: After your purchase, you'll receive an email invitation to leave a review. You can also leave reviews directly on product pages.
Still have questions?
Contact us at info@blancnmist.com and we'll be happy to help!