Frequently Asked Questions

Contents

Placing Orders and Delivery

  • Can I buy gift cards?

Unfortunately we do not sell any gift cards. 

Some of our retailers offer gift cards for their stores – find the details of where our products are available on the ‘Where to Buy’ page.

  • I have received a faulty item, what do I do?

Please return the product to the original place of purchase.

Here are the links to the returns policies from our official retailers:

https://www.boots.com/floating-editorial/customer-services/returns-exchange

https://www.superdrug.com/returnPolicy

https://www.amazon.co.uk/gp/help/customer/display.html?nodeId=1161016

https://www.lookfantastic.com/info/refunds-returns.list

https://help.feelunique.com/hc/en-us/articles/208236725-What-is-your-returns-policy-

https://www.very.co.uk/help/en/online-help-system.page

https://www.collectplus.co.uk/littlewoods 

If you have any further issues, please complete our contact us form  attaching an image of the receipt and faulty product received in your order and any additional information that may be relevant.

Product Information and Other

  • Do your products contain palm oil?

    Our Sanctuary candles contain pure palm oil. We have worked hard to make sure that any palm oil in these products does not cause environmental harm. The palm oil we use is sourced from producers whose entire operations have been independently verified as compliant with NDPE standards (no deforestation, no peat and no exploitation) and fully meets our company Palm Oil Promise.

    One of the reasons for its popularity is that it is high yielding and land efficient, when grown responsibly. We have consulted with Greenpeace and the Forest Trust throughout our journey and agree with them that a ban on palm oil is not the best course of action as the alternatives can be up to 10 times more damaging to the environment.

    None of our other Sanctuary products contain pure palm oil but many of them do include ingredients which are derived from palm oil.  The majority of bathing brands use similar ingredients to those used by Sanctuary as palm oil is the most widely traded vegetable oil in the world.

    Instead, we have developed with them a detailed action plan to support our ambition that palm oil derivatives used in our products are responsibly sourced, respect local and indigenous communities, protect animal habitats and do not contribute to deforestation.

    Find out more about the work we’re doing on palm oil here: http://www.pzcussons.com/en_int/csr/sourcin

  • 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.
  • 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?

    You can find all our official retailers on our ‘Where to Buy’ page.

  • 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 outside of the UK

    Please contact us with details of your enquiry.

  • I have a charity request

    We can’t always support every charity initiative but please do contact us via our Facebook page and we will see if we can help!

Spa Information

The Sanctuary Spa and shop ceased trading on 31st May 2014. The product line remains and is available to purchase via a number of official retailers that can be found on our ‘Where to Buy’ page.

If you have an outstanding spa gift voucher, this has now expired and will no longer be valid.

Account Questions

  • I used to have an account on Sanctuary.com, what happens now?

    All accounts were disabled after we switched off the Sanctuary.com checkout on 2nd August 2018 and you will have been logged out at this time. There is no longer a way to access your account, if you would like any details of your historic account please contact us via our contact us form.


Have any other questions? Please contact us.