FREE STANDARD SHIPPING ON ALL ORDERS OVER £50

Frequently Asked Questions

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Product Information


Are Shea Innocence products safe to use during pregnancy?

All of our products have been formulated with ingredients at levels which should not cause concern during pregnancy. However, a number of our products contain ingredients such as essential oils that some women choose to avoid entirely during pregnancy.

If you have any concerns at all we advise you to consult you GP or pharmacist and show them the ingredients list before use. All of our products have the full ingredients listed on our website.

Do you test any of your products on animals?

We never test any of our products on animals.

Can you please provide more product information, for example on specific ingredients?

All ingredients in every product are listed in full on our website.

If you want more information on specific ingredients in a certain product, you can take a look at our product ingredients page.

Who should I contact If I have any questions?

Please email help@sheainnocence.com.

How to Order


What shipping methods are available?

UK

Orders over £50 qualify for free standard UK shipping. (UK only orders)

Standard UK delivery (Please allow up to 5 working days to receive your item -normally arrives sooner).

  • Orders weighing less than 1kg – £3.85
  • Orders weighing over 1kg and up to 2kg – £5.95

Recorded/Signed for UK delivery (Please allow up to 3 working days to receive your item -normally arrives sooner).

  • Orders weighing less than 1kg – £5.25
  • Orders weighing over 1kg and up to £2kg – £7.25

 

International delivery (EU Mainland Only)
At the moment we only deliver to some areas in Europe listed below. We also offer two services for EU delivery; International standard and International Tracked & Signed. Please expect delivery between 5-10 working days depending on location and delivery method selected. Please note due to postal restrictions there is a 2kg limit for parcels to Europe.

(Regions include: Austria, Belgium, Croatia, Cyprus, Denmark, Finland, France, Germany, Gibraltar, Greece, Hungary, Iceland, Italy, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Republic of Ireland, Spain, Sweden, Switzerland, Turkey)

 

EU Standard

Orders weighing up to 2kg – £9.50

Tracked and signed for EU delivery

Orders weighing up to 2kg – £13.50

How long will it take to get my package

For standard delivery, please allow up 3-5 working days. It normally arrives before this.

For signed for delivery, allow up to 3 working days.

All these time scales relate to orders placed Monday to Friday (excluding bank holidays).

Who Should I Contact If I Have Any Questions?

Please email help@sheainnocence.com.

How can I return a product?

In the unlikely event that for any reason you are not happy with your goods you have the right to return them to us for a full refund minus postage costs within 14 days of receipt of your order. Items should be returned unopened, in the original packaging and in a resalable condition. We will not accept the return of any goods that have been used. To do so you must advise us in writing by email, stating your name, address and order number and Returns in the subject line of your email. It is your responsibility to return the goods to us and we strongly advise you use a Royal Mail Track & Send service, we shall not take any responsibility for goods returned to us that are lost or do not reach us.

All refunds will be made via PayPal and shall be given as soon as we receive the returned goods and always within 30 days or sooner.
We endeavour to package our goods in a condition suitable for postage and to reach you undamaged, if however your goods reach you in a damaged condition please email us within 48 hours so we can advise you and we can investigate the damages with the postal company.

Payment & Shipping


What payment types do you accept?

We accept payment through Paypal, bank transfer, and debit/credit cards.

What shipping methods are available?

UK
Orders over £50 qualify for free standard UK shipping. (UK only orders)

Orders under 1kg
Standard delivery for packages under 1kg is £3.85. Please allow up to 5 working days to receive your item (normally arrives sooner).
Signed for delivery is £5.25. Please allow 2-3 working days to receive the item.

Orders over 1kg
Standard delivery for packages over 1kg is £5.95. Please allow 3-5 working days to receive the item.
Signed for delivery for packages over 1kg is £7.25. Please allow 2-3 working days to receive the item.

You will receive an email stating that your order has been shipped once it has been dispatched. *Please check your junk and spam folders.

Who should I contact if I have any questions?

Please email help@sheainnocence.com for any questions.

For all sales enquirers please email sales@sheainnocence.com

Do you ship internationally?

Yes, however at the moment we only ship to a number of countries in mainland Europe. (Please see list below)

International delivery (EU Mainland Only)
We also offer two services for EU delivery; International standard and International Tracked & Signed. Please expect delivery between 5-10 working days depending on location and delivery method selected. Please note due to postal restrictions there is a 2kg limit for parcels to Europe.

EU Standard

Orders weighing up to 2kg – £9.50

Recorded/Signed for EU delivery

Orders weighing up to 2kg – £13.50
Please note, international deliveries may be subject to additional handling charges once your package reaches its destination. Unfortunately, we have no control over these charges, and cannot tell you what the cost would be in advance. These taxes and charges will need to be paid directly to the local custom office and are the sole responsibility of the customer, therefore we advise you to contact your local customs office for current charges prior to placing your order.

Austria, Belgium, Croatia, Cyprus, Denmark, Finland, France, Germany, Gibraltar, Greece, Hungary, Iceland, Italy, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Republic of Ireland, Spain, Sweden, Switzerland, Turkey

How do I cancel an order

Should you wish to cancel your order the distance selling regulations give you the right to change your mind and cancel your order within fourteen working days. You should do so in writing by email to: stating your name, address and Order number with Cancellation in the subject line of your email.

A full refund minus any postage costs should they be incurred will be given as soon as possible and no later than 30 days.
If you would like to cancel an order please let us know as soon as possible, so we can cancel it before it is dispatched. If your order has been despatched please follow the returns policy.

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