FREQUENTLY ASKED QUESTIONS

We’ve put together some frequently asked questions to give you more information about the products and service we offer.

Still can’t find the answer you’re looking for, we’re here to help. Please fill in the CONTACT FORM and we'll get back to you as soon as possible. Alternatively, email us at info@flowerandspice.com.
 
PAYMENTS

What payment methods do you accept?
We accept all major credit cards:
Visa
Mastercard
American Express
PayPal

Which exchange rate do you use?
Our products are priced in Euro. We translate them using current exchange rates. You can view a variety of currency rates (including Euro, US Dollars, British Pound Sterling, Canadian Dollar and Australian Dollar) by clicking on the dropdown box at the top right-hand corner of our homepage.


MY ORDER

Can I cancel my order?
There is a limited time frame between your order being received, packed and shipped. If you would like to cancel your order, please contact us via the CONTACT FORM or email us at info@flowerandspice.com as soon as possible. If your order has not yet been shipped, we will cancel it and you will be refunded. If your order has already been shipped, we’re unable to cancel it, but you can return any unwanted items once received. Please return items within 14 days of purchase, in their original packaging, unopened and in an unused condition. You are responsible for covering the cost of returning an item, or items, unless the goods being returned are faulty or damaged.

For further information on how to return an item, see our Returns and Refunds Policy.

Can I make changes to an order I have already placed?
There is a limited time frame between your order being received, packed and shipped. If you would like to make changes to your order, please contact us via the CONTACT FORM or email us at info@flowerandspice.com as soon as possible and we will assist you as best we can.

Can I change my delivery address?

There is a limited time frame between your order being received, packed and shipped. If you would like to change the delivery address on your order, please contact us via the CONTACT FORM or email us at info@flowerandspice.com as soon as possible. If your order has not yet been shipped, we will try our best to assist you. This may delay your delivery times. If your order has already been shipped, we’re unfortunately unable to change the delivery address.
 

MY ACCOUNT

Do I need to set up an account to purchase products from your website?
No, we offer express checkout via PayPal.

How do I check and change my account details?
Click on  'My Account’ at the top right-hand corner of our homepage. Here, you can view and edit your profile settings.


DELIVERY

Where do you ship?
We ship worldwide. If you have any problems setting up a delivery address, please contact us via the CONTACT FORM or email us at info@flowerandspice.com and we will gladly assist you.

Which shipping carriers do you use?
We use DHL and GSL to ship our products.

What shipping options do you offer?
Shipping options vary by country. For specific enquiries, please contact us via the CONTACT FORM or email us at info@flowerandspice.com with your delivery address details and we will gladly assist you.

Do you offer free shipping?
Flowerandspice.com offers FREE Standard Shipping on all orders 150€ and over. Orders over 150€ always ship for free—no promotion code needed.

Am I liable to pay international charges, duty, or custom charges on my order?
Yes, you are liable for any additional duty and customs charges. These are based on the laws of the jurisdiction to which the product is shipped. Please review your local policies regarding receiving shipments from the EU prior to ordering.

When will I receive my order?
We aim to ensure that you receive your order as quickly as possible. We generally need 1 day to fulfil your order. If you order on a Friday, we will fulfil your order the next working day. You will receive a despatch confirmation email with a tracking number once your order has shipped. You should receive your order within 1-7 business days once shipped.

How do I track my order?
You can track your order using the tracking number sent to you in the despatch confirmation email.

What should I do if I don’t receive my order?
You will receive an email from us soon as your order has shipped with your tracking number. You are responsible for tracking your package once it is tendered to the shipping carrier. For missing packages marked delivered to the address on the order, please contact us via the CONTACT FORM or email us at info@flowerandspice.com and we will assist you.

*Please note that packages may be delayed due to your country’s customs clearance procedures.

Do you deliver to PO Boxes?
Currently not, but please contact us via the CONTACT FORM or email us at info@flowerandspice.com and we will aim to assist you best we can.

You can find further information on shipping here.



PRODUCTS

Are your products cruelty-free?
We do not test any of our products or individual ingredients on animals and we do not use any animal derived ingredients. It has been illegal to test cosmetic products, or their ingredients, on animals in the European Union since March 2013. The legislation is part of EU Regulation 1223/2009 (Cosmetics Regulation).

Are your products suitable for vegans?
Yes, all our products are suitable for vegans.

Are your products organic certified?
We use organically grown ingredients where possible. Look out for an asterisk following some ingredients on our ingredient lists, this indicates that it is certified organic.

Are your products certified natural?
Our products are not certified natural but our natural and organic ingredients are responsibly sourced from small farmers and suppliers with longstanding relationships in over 45 countries worldwide. They are known to each other and share similar ethical values and fair trade practices.

Are your products suitable for sensitive skin?
Yes, our products are suitable for sensitive skin and are formulated using ingredients that help calm and soothe skin prone to sensitivity. Our products are dermatologically tested and have a certificate of compatibility* with human skin.
* The test was carried out on 30 people, aged 19 - 80. 

The full ingredients list of each product is listed on our website and packaging. Please read the information to make sure it does not contain any ingredients to which you are sensitive. We recommend you perform a patch test before using any new products. Apply a small amount of product to the inside of your wrist or behind your ear. If you experience any sensitivity, remove the product immediately.

If you are concerned about sensitivity, you could try our Sample Bundle first.
The bundle includes:
Instant Glow Calming Exfoliator (5 ml)
Soothe and Repair Daily Moisturiser (5ml)
Midnight Beauty Rich Revitalising Serum (5ml)
Beauty Masquerade Customisable Clay Treatment (10ml)

The offer includes free worldwide shipping and a 10% discount code for a future purchase of a full-size product.
*Maximum 2 sample sets per customer.

Please note that we recommend that you avoid manual exfoliation if you have sensitive skin with rosacea, eczema or atopic dermatitis.

Which products do you suggest for dry skin?
We recommend our Soothe And Repair Daily Moisturiser and Midnight Beauty Rich Revitalising Serum for dry skin. Dry skin is lacking in oil, so benefits from rich textured moisturisers and facial oils high in occlusive and emollient ingredients like oils, waxes and butters, which are found in our moisturiser and serum.

Can I use your products if I have skin prone to breakouts?
Yes, our products are suitable for oily skin prone to breakouts. We suggest our Instant Glow Calming Exfoliator for the treatment of problematic skin prone to impurities and congestion. We also highly recommend our Beauty Masquerade Customisable Clay Treatment, which is formulated using a combination of mineral rich rhassoul and white kaolin clays for their deep cleansing, absorptive and soothing properties.  Customised with honey, it’s excellent for oily skin prone to breakouts. In our blog, Are you using your clay mask correctly?, we show you how to correctly use your clay mask and share some favourite ingredients we use to create a customised skin treatment.

Which products do you recommend for oily skin?
All our products are suitable for oily skin but we highly recommend our Beauty Masquerade Customisable Clay Treatment and Instant Glow Calming Exfoliator for oily skin. Our Beauty Masquerade Customisable Clay Treatment is formulated using a combination of mineral rich rhassoul and white kaolin clays for their deep cleansing, absorptive and soothing properties. 
In our blog,  Are you using your clay mask correctly?, we show you how to correctly use your clay mask and share some favourite ingredients we use to create a customised skin treatment.

Which products will benefit my dehydrated skin?
We recommend our Soothe And Repair Daily Moisturiser and Midnight Beauty Rich Revitalising Serum for dehydrated skin. Dehydrated skin is a skin condition that can affect all skin types. Dry skin is often dehydrated, unless it’s carefully looked after, as oil helps the skin retain water. If your skin is oily but feels taut at the same time, it is most likely dehydrated. Dehydrated skin is lacking in water and therefore needs water to fix it. Humectants are ingredients that attract and bind to water and stay on your skin. Glycerine, found in our Soothe and Repair Daily Moisturiser, is an effective humectant. Once humectants have been applied to the skin, they can be sealed in with occlusives. Occlusive ingredients include oils, waxes and butters, which are found in our moisturiser and serum.

What packaging do you use?
Our products are packaged in glass bottles and pots. Glass is 100% recyclable and can be used again and again. Simply rinse out once empty and recycle according to local guidelines. We use environmentally friendly ink and the cardboard used in our packaging is 100% recyclable.

Can I use your products if I’m pregnant or breastfeeding?
EU cosmetic regulations requires that every cosmetic product undergo a scientific safety assessment to ensure it is safe for use before placed on the market. It also requires appropriate warnings be provided where necessary. Our products have undergone the required safety assessments and hold regulatory EU documentation confirming them safe for all, but if you have any concerns or questions, we recommend you check with your physician first.

The full ingredients list of each product is listed on our website and packaging. Please read the information to see if they are likely to cause you any problems before using the product.

If you have any concerns regarding any ingredients, please contact us via the CONTACT FORM or email us at info@flowerandspice.com for further information.

Can I use your products if I have a nut allergy?
The full ingredients list of each product is listed on our website and packaging. Please read the information to make sure it does not contain any ingredients to which you are allergic.

We recommend that you perform a patch test before using any new products. Apply a small amount of product to the inside of your wrist or behind your ear. Leave the product on for at least 24 hours. If you are prone to reactions, you can leave it on for up to 48 hours or apply the product in the same area over a few of days. However, if you experience any irritation, remove the product immediately.

If you do have an allergic reaction to one of our products, we recommend you stop using the product immediately and consult your doctor.

Please note that our products are manufactured in a laboratory that handles nut oils and extracts. The laboratory implements strict control measures and complies with Good Manufacturing Practices (GMP) as set by the ISO 22716 standard to minimise the risk of mix of product and/or raw materials.

For reference, Our Midnight Beauty Rich Revitalising Serum contains Macadamia Seed Oil (Macadamia Integrifolia Seed Oil) and our Beauty Masquerade Customisable Clay Treatment contains Almond Seed Extract (Prunus Amygdalus Dulcis (Almond) Seed Extract).

If you have any concerns regarding any ingredients, please contact us via the CONTACT FORM or email us at info@flowerandspice.com for further information.

How do I perform a patch test?
We recommend you perform a patch test before using any new products. Apply a small amount of product to the inside of your wrist or behind your ear. Leave the product on for at least 24 hours. If you are prone to reactions, you can leave it on for up to 48 hours or apply the product in the same area over a few of days. However, if you experience any irritation, remove the product immediately. If you do have an allergic reaction to one of our products, we recommend you stop using the product immediately and consult your doctor.

What should I do if I have an allergic reaction to a product?
If you do have an allergic reaction to one of our products, we recommend you stop using the product immediately and consult your doctor. Please contact us via the CONTACT FORM or email us at info@flowerandspice.com as soon as possible with the name of the product and type of reaction you suffered. The full ingredients list of each product is listed on our website and packaging. Please read the information to see if they are likely to cause you any problems before using the product.

If you have any concerns regarding any ingredients, please contact us via the CONTACT FORM or email us at info@flowerandspice.com for further information.

What do you fragrance your products with?
Our products are fragranced using essential oils and parfum of natural composition. We use essential oils not only to fragrance our products but also for the benefits they offer the skin, body and mind. And this is one of the many reasons we prefer using essential oils as opposed to cheaper fragrance oils in our formulations.

Fragrance ingredients are carefully tested to assess their likeliness to cause skin reactions and are declared separately on our list of ingredients.  Please read the information to see if they are likely to cause you any problems before using the product.

If you have any concerns regarding any ingredients, please contact us via the CONTACT FORM or email us at info@flowerandspice.com for further information.

What is the shelf life of your products?
Our products clearly display a ‘Best before the end of’ date. If stored correctly, and not exposed to extreme temperatures and sunlight, your products will continue to be safe and efficacious until at least the ‘Best before end of’ date. The shelf life of our products is 24 months from production date. Our products also display a "period after opening" time represented by an open jar as follows,  . This is the time in months that your product will continue to be safe and efficacious after you have opened it for the first time.

The ‘period after opening’ time for our products are:
Soothe and Repair Daily Moisturiser – 6 months
Midnight Beauty Rich Revitalising Serum – 12 months
Instant Glow Calming Exfoliator – 6 months
Beauty Masquerade Customisable Clay Treatment – 12 months

Do you do offer samples of your products to try?
We offer a ‘TRY IT OUT FIRST SAMPLE BUNDLE’ of our products.
The bundle includes:
Instant Glow Calming Exfoliator (5 ml)
Soothe and Repair Daily Moisturiser (5ml)
Midnight Beauty Rich Revitalising Serum (5ml)
Beauty Masquerade Customisable Clay Treatment (10ml)

The offer includes free worldwide shipping and a 10% discount code for a future purchase of a full-size product.
*Maximum 2 sample sets per customer.

Do your products contain preservatives?
Yes, we use a broad-spectrum preservative to protect our products, and you, against contamination by harmful bacteria, yeast and mould. Using products contaminated by microorganisms can be harmful to you. Preservatives ensure that your products are safe to use by preventing contamination by microorganisms.

Are your products gluten free?
Yes, our products are gluten free.

How do you source the ingredients used in your products?
Our natural and organic ingredients are responsibly sourced from small farmers and suppliers with longstanding relationships in over 45 countries worldwide. They are known to each other and share similar ethical values and fair trade practices. If you want to know more about how we source our ingredients, formulate and manufacture our products, visit our Ingredients page. You can also read our Greenwashing blog where we share our sustainable business practices. We commit to being transparent and continually strive to be more sustainable.

What ingredients are your products free from?
Our products are free from

  • parabens (butyl-, ethyl- or methylparaben)
  • aluminium
  • microbeads
  • methylisothiazolinone (MI) and methylchloroisothiazolinone (MCI)
  • phthalates (e.g. diethyl phthalate)
  • sodium lauryl / laureth sulphate (SLS/SLES)
  • synthetic silicones and derivatives
  • synthetic colours
  • artificial fragrance
  • mineral oil and petroleum-based ingredients

If you want to know more about the ingredients in our formulations, visit our Ingredients page.


RETURNS AND REFUNDS

What is your return policy?
If you would like to return an item for a refund, replacement or exchange please send it back to us unopened within 14 days of purchase. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.  Any products which are returned open will not qualify for a refund, exchange, or replacement. You are responsible for covering the cost of returning an item or items unless the goods being returned are faulty or damaged. For returning faulty or damaged goods, please see below. If preferable, we can offer a refund in the form of a gift certificate. Gift certificates do not have an expiry date and are transferable.

For further information on how to return an item, see our Returns and Refunds Policy.

There are items missing from my order OR my order arrived damaged OR I received the wrong items. What are my options?
If your order arrives damaged, there are items missing or been sent in error, please contact us via the CONTACT FORM or email us at info@flowerandspice.com and we will gladly assist you. Please specify which items are damaged and provide an accompanying photo of the damaged goods. Please don’t dispose of any items or packaging prior to receiving further instructions from our customer care team. We will arrange for a replacement to be delivered free of charge. Please retain the damaged, defective or incorrect items as you’ll be asked to return them to us. Damaged, defective, missing or items sent in error not reported within 14 days of receipt will not be accepted for return.

For further information on how to return an item, see our Returns and Refunds Policy.

I’ve opened a product to try it and would like to return it. What are my options?
Opened or used products are not eligible for returns and refunds.

I purchased your products from an authorised retailer, can I return them to you?
We usually only accept returns for products purchased on our website. When you choose to buy through other outlets, you are committing to their individual terms and conditions regarding refunds and returns, so please contact them directly first. If they are unable to help you, contact us via the CONTACT FORM or email us at info@flowerandspice.com and we will assist you with your return.

How do I return a product(s)?
If you would like to return a product, or products, please contact us via the CONTACT FORM or email us at info@flowerandspice.com and we will initiate your return. For further information on returning products, see our Returns and Refunds Policy. It is important that you contact us before returning products as we will not be held responsible for returns damaged or lost in transit that have not been arranged through us.


GIFT CARDS

How do I purchase a gift card?
Click on 'SHOP’ on the top banner of our home page. Select ‘ALL PRODUCTS’ from the dropdown list. Scroll down and select ‘Gift Card’. This will direct you to the gift card purchase page.
Choose a value from between €25.00 and €500.00, click on ‘ADD TO CART’ and checkout.

Alternatively, click here to be directed to the Gift Card purchase page.

When will I, or my selected recipient, receive the gift card?
The gift card will be emailed to you, or your selected recipient, immediately after placing your order.

How do I redeem my gift card?
Gift cards can be used to purchase any item from our online store.
You can redeem any amount you choose to at checkout when placing an order.
You don’t need to redeem the full balance in a single transaction.
Gift cards can be used for multiple purchases.

To use your gift card at checkout:

  • Select which items you would like to purchase and place them in your shopping cart.
  • Click the cart icon at the top right-hand corner of our homepage.
  • Click ‘CHECKOUT’.
  • Review your order and click ‘CHECKOUT’.
  • Enter your gift card code into the ‘Gift card or discount code’ box and click on ‘Apply’.


Why isn’t my gift card working?
If you experience problems using your gift card, please fill in the CONTACT FORM and we'll get back to you as soon as possible. Alternatively, email us at info@flowerandspice.com.


DISCOUNT CODES


How do I redeem a discount code?
To use your discount code at checkout:

  • Select which items you would like to purchase and place them in your shopping cart.
  • Click the cart icon at the top right-hand corner of our homepage.
  • Click ‘CHECKOUT’.
  • Review your order and click ‘CHECKOUT’.
  • Enter your discount code into the ‘Gift card or discount code’ box and click on ‘Apply’.
  • The page will update, and the discount will be applied.

Can I use more than one discount code at a time?
No, only one discount code can be used per order.

Why isn’t my discount code working?
If you experience problems using your discount code, please fill in the CONTACT FORM and we'll get back to you as soon as possible. Alternatively, email us at info@flowerandspice.com.


STORES & LOCATION

Where are you located?
Our products are formulated in The Netherlands by our founder, Karmen Novak, and manufactured in a leading natural skincare laboratory in Switzerland. The lab was awarded ‘Certified Sustainable Economics Standard (CSE)’ in 2012 for its ethical, ecological and economic excellence. Our distribution centre is located in Slovenia.

Do you have any retail locations?
We currently have stockists in Australia, Kenya, USA, Canada, Hong Kong, Macao, Switzerland, Germany, Italy, Romania, Netherlands, Sweden, United Arab Emirates, Saudi Arabia, Kuwait, Qatar, Bahrain and Oman.

You can find a full list of our stockists here.


SUBSCRIPTIONS

How does your subscription service work?
We offer a subscription service where you can automatically receive your favourite product every 3, 4, 5, 6 or 9 months. You receive 10% discount on all purchases, free samples and free worldwide express delivery (1-3 days).
Choose the ‘Subscribe & Save’ option as you shop.
Choose how often you would like to receive the product.
Click the 'ADD TO CART' button to add the product to your cart and then click on ‘CHECKOUT’.
We send you a reminder before each shipment, so you can skip deliveries, or cancel your subscription whenever you need to.


TERMS AND CONDITIONS
Please click here to view our Terms and Conditions.


PRIVACY POLICY
Please click here to view our Privacy Policy.


COVID- 19 INFORMATION
We are taking every precaution to ensure your safety and the safety of our co-workers during the COVID- 19 pandemic. We are observing guidelines and regulations and have implemented extra safety measures in our distribution centre. We apologise for any delays and appreciate your patience as we work to safely deliver your products to you.


BREXIT STATEMENT
Customers from United Kingdom may experience some delays in receiving their orders due to the UK leaving the European Union. UK customers may also be liable to pay customs duties, VAT and handling fees under new rules introduced by the UK Government for goods arriving outside the United Kingdom.


CONTACT US

How do I contact you if my question isn’t answered here?
We are very sorry that you cannot find the information you are looking for on our website. For more information about Flower and Spice products, or if you need any explanation, suggestion, and support, please contact us via social media, send us an email at info@flowerandspice.com or complete the CONTACT FORM.