Frequently Asked Questions
Contents
Placing Orders and Delivery
- Where do you deliver?
We deliver to all UK addresses including the Channel Islands.
- Can I change the delivery method on my order?
We are unable to amend an order once it has been submitted. Please ensure that you thoroughly check your order before pressing submit.
- Can I change the delivery address on my order?
We are unable to amend an order once it has been submitted. Please ensure that you thoroughly check your order before pressing submit.
- Can I change what I have ordered?
We are unable to amend an order once it has been submitted. Please ensure that you thoroughly check your order before pressing submit.
- Can my order be gift wrapped?
At present, we do not have the facility to gift wrap or add a gift message to any orders.
For pre made gift sets, visit our gifts section.
- I’m unable to place an order, what do I do?
If you are having difficulties placing an order, try the following tips:
- If you are using a tablet or smartphone, try using a PC or laptop
- Try clearing your history and reloading the page
- Try using an alternative browser e.g. Firefox, Internet Explorer, Google Chrome
- If you are having difficulties at the payment page, try using Paypal as an alternative method. You do not need to have an account to use this option.
If the issue is not resolved by following the preceding tips, please continue to our Contact Us page.
- I have an error on the screen at checkout, what do I do?
In order for us to assist you further, please complete our contact us form attaching a screenshot of the error that you are receiving and any additional information that may be relevant.
- What are my postage options?
- Standard Delivery: 3-5 working day (Mon-Fri) delivery schedule- £3.75
- Next Day Delivery: next working day (Mon-Fri) when placed before 1pm- £5
- Orders over £25 FREE Standard Delivery
Please note due to Christmas, our warehouse will re-open on December 27th so you may experience a slight delay in orders while our warehouse work through this after being closed.
Please note that deliveries will take longer over Bank Holidays. All orders require a signature upon delivery.
- Can I ship an order outside the UK?
Unfortunately at this time we cannot ship products internationally.
- I have not received an email confirmation?
If you have not received a confirmation for your order, first check your junk mail. If it is not within this folder, please continue to our contact us form so that we can assist you further.
- Can I buy gift cards?
Unfortunately we do not sell any gift cards.
- How do I track my order/Order Not Received?
Please check that you have not received a calling card from Royal Mail. For non-collected orders via Royal Mail Depots, these will be returned to our warehouse after a three-week period.
Contact us via email or phone and we can track your order via Royal Mail.
- I have received a faulty item, what do I do?
In order for us to assist you further, please complete our contact us form attaching an image of the invoice and faulty product received in your order and any additional information that may be relevant.
- An item is missing from my delivery, what do I do?
In order for us to assist you further, please complete our contact us form attaching an image of the invoice received in your order and any additional information that may be relevant.
- I have received an incorrect item?
In order for us to assist you further, please complete our contact us form attaching an image of the invoice and products received in your order and any additional information that may be relevant.
Returns policy
Changed your mind?
We hope that you love your order. However, if for any reason you are not entirely satisfied, you may return any product for a full refund within 14 working days from delivery. Please follow the returns process below:
You will be required to arrange and pay for the return of the items to us. Please ensure you obtain and retain a Proof of Postage when you return the goods to us. This can be used in the unlikely event that we do not receive the returned parcel. We cannot accept liability for returned goods lost in transit.
We will refund the price paid by you for the goods (inclusive of the initial delivery charge) within 30 days of receiving your returned goods, provided that you have returned the goods to us at our distribution centre within 14 working days of receiving your goods. If a discount was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and the appropriate discount level.
The Returns Process
Please email us within 7 working days to the following address: orders.uk@sanctuary.com ensuring you provide the below information. Please note that between 22nd December 2017 - 2nd January 2018 our customer services department will be closed. We will respond to your query as soon as possible when the department is open again.
- Your full name
- Order number
- Item number of returned item
- Return reason
Once your email is received, we will confirm the return address.
When returning your items, please ensure that the package is properly sealed.
Once your goods have arrived at our warehouse, we will process the calculated refund within 30 days of receiving them. You will receive an email notification of your refund from our Consumer Services Team.
Refunds will only be made against the original credit/debit card used.
This returns policy does not affect your statutory rights.
This policy is only applicable to purchases made online; we are unable to process returns for purchases made within any partnered retail locations.
Online Promotions
- How do I redeem a promotion?
3 for 2: This offer can be redeemed across all eligible products. The cheapest item in your basket will be your free product. Ensure all items are placed in your basket, including the item(s) you will be receiving for free.
- On the checkout page, enter the promotional code into the promotion code box and click ‘apply coupon’
- Please review your items and ensure code has applied before continuing.
Current Promotion: 3 For 2 on Christmas Gifts
Offer valid until 25th December 2016. Subject to availability, whilst stocks last. Enter code JOLLY at checkout and the cheapest item in your basket becomes free. Code can only be used when shopping our 2016 Christmas gift range. Please note the offer does not include The Let Go Days of Christmas Advent Calendar. Cannot be used in conjunction with any other offer. One code per customer. We reserve the right to cancel/vary this offer without notice. Offer only applicable online at sanctuary.com
Product with Purchase: This offer can be redeemed once the minimum spend has been met. For example, “Spend £10 and receive a £12.50 product for free”.
- Once the minimum spend is met, please ensure that the promotional item is also added to your basket.
- On the checkout page, enter the promotional code into the promotion code box and click ‘apply coupon’
- Please review your items and ensure code has applied before continuing.
- My promotion code isn’t working, what do I do?
Please see our FAQ regarding how to redeem a promotion. If you have followed these instructions and are still encountering a problem, continue to our Contact Us page.
Product Information and Other
- What is your animal testing policy?
The Sanctuary Spa brand is against animal testing. None of our products have been tested on animals and we only use ingredients from suppliers who have not tested them on animals for cosmetic purposes since 1998. As many ingredients and raw materials have been tested historically, we apply a cut-off date of 1998 after which we do not use any materials that have been tested on animals. We state ‘Against Animal Testing’ on our packaging.
- Do your products contain parabens?
All of our products are free from parabens.
- Do your products contain polyethylene microbeads?
We have taken the initiative to reformulate where necessary to ensure none of our products contain polyethylene microbeads. We were one of the first in the industry to have done so and are proud to have already completely stopped using polyethylene microbeads and replaced with natural alternatives.
As a responsible business, we are bound to following strict guidelines to ensure any alternative materials are safe and do not have an environmental impact. For this reason, product already manufactured prior to our reformulation still contains polyethylene microbeads and as with any replacement programme, there may still be some older products in the supply chain for a period of time - consumers will be able to identify these by reading the labelling on the back of pack.
We are happy to advise that all products purchased through our website will be entirely free of these beads.
- Are your products vegetarian/vegan friendly?
Vegetarian – The majority of our products are suitable for vegetarians. You can query which ones by referring to the ingredients list on the back of pack or by checking the ingredients list on the product pages of our website.
Vegan – Some products may not be suitable for vegans as they may contain animal derived by-products such as beeswax or silk. You can query which ones by referring to the ingredients list on the back of pack or by checking the ingredients list on the product pages of our website. Look out for our 'vegan friendly' green leaf symbol on our product pages. All product pages that have the symbol are vegan friendly.
- Where do you stock your products?
All of our products are exclusive to Boots in the UK.
- Do you stock products outside of the UK?
If you are outside of the UK, you can purchase our products in the following countries:
- France
- Ireland
- Italy
- Norway
- Saudi Arabia
- Slovakia
- U.A.E.
- I would like to distribute your products in the UK
We have an exclusivity agreement in place with Boots that prevents us supplying outside of our current distribution.
- I would like to distribute your products outside of the UK
Please contact us with details of your enquiry.
- Do you provide samples of your products?
Unfortunately we are unable to provide samples of products however we have a small selection of travel size products available to purchase.
- I have a charity request
The Sanctuary is proud to support various charities including Wellbeing of Women. This means that we are unable to support any further charities at this time.
- I have a faulty product, what do I do?
If your product was purchased from a Boots high street store, or Boots.com please return your item to them directly.
If the item was purchased on Sanctuary.com then please continue to our Contact Us page, quoting your order reference number.
Spa Information
The Sanctuary spa and shop ceased trading on 31st May 2014. The product line remains and is available to purchase via Boots/Boots.com and Sanctuary.com
If you have an outstanding spa gift voucher, this has now expired and will no longer be valid.
Account Questions
- I can’t log into my account/I’ve forgotten my password
Reset your password
- I can’t create a new account
Please use our Contact Us page to let us know of the problem you are encountering.
Have any other questions? Please contact us.
