FAQ's/ Contact Us

Before contacting us, please check if your question can be answered by reading this info page, We get asked the same questions quite often, and as much as we love chatting to you guys, it’s absolutely impossible to keep answering the same things so often, without the busy HPC process being slowed down for admin time... so this info page was created to try and answer as many of them as possible. We will often not be able to personally respond to comments/dm’s Etc if the answer has been provided already.

 

If you can’t find the info you are looking for, don’t worry! You can get in touch with us at

happyplacecosmeticsenquiries@outlook.com.  As the email will automatically state, we may take up to two business days to get back to you. 

 

Everything is always out of stock?!

We currently restock the website about twice a month, and these restocks are announced on our Instagram page. We do tend to sell out on the same day, sometimes within a few minutes, and there tends to be a lot of HPC lovers waiting to buy right away. The best way to get your hands on the goodies is to keep up to date with us on Instagram. 

Now that HPC has been running almost five years, we have built up quite a large product range, so we can not restock everything each time. We make the products being restocked available to view around one hour before the restock goes live so that you guys know what’s coming, and we often run Instagram posts checking in to ask what you guys are most keen to see in upcoming restocks  

 

Where is my order/ When will it ship?

All orders can take between one and ten working days to process and ship. This is stated at checkout, so please be aware of this BEFORE ordering. All orders will receive a dispatch email when processed  this may hide in your spam folder depending on your email provider. The date of the dispatch email is the day your order was processed and left OUR possession. We use a business drop/off as well as a business collection service, so it may not necessarily be the day which the courier actually processes the parcel for posting. With a high volume of parcels in each dispatch, it can sometimes take the service a couple of days to process each load.  This is why we advise UK parcels can take up to four working days to arrive after the dispatch email is received. * possibly 5-6 if it’s a large order and may have been sent in several parcels, as this is sometimes done second class due to weight.

if it’s an order heading out if the UK, shipping times vary after dispatch but we pay the highest charge for the quickest service available depending on country. Your dispatch email will include a tracking number (only for parcels outside of the uk) and sometimes it takes a few extra days for us to access this after dispatch, but we will always forward it to you ASAP.  

 

Can you track my parcel?!

If your parcel is being sent overseas, we always provide tracking in the dispatch email. For the UK.. No, sadly we don’t do this. We use Parcelforce and Royal Mail for our deliveries, and all parcels are sent recorded for security and safety. We will not be able to provide tracking numbers for orders. This is because the tracking we pay for is for our security and yours, and nothing else. The tracking never states where your parcel is, or when it will be delivered. It will always state 'In Transit', no matter how far or close it is from you, so the admin time required to provide these has always seemed pointless as the info provided wouldn’t be of any use. If your parcel has gone beyond a full week after your dispatch email and not arrived (very unlikely and rarely happens) , we would then be able to check up on it.

 

Are your products vegan/ ethical?

We use only vegan friendly ingredients, all of our sparkle comes from cruelty free, ethically sourced mica and lustres, and any glitters that we use are always plastic free biodigradeable options. All of our face scrubs contain vegetable based glycerin and we avoid palm oil.

We also do not use SLS in our products  our soaps, shower gels etc are all sls-free, and we use a plant derived alternative in our bathbombs and bubblebars. (Although this can sometimes make it less likely for bath bombs to ‘float’ every time, we stick with it because it’s important to us not to use SLS.  However, it does mean we get a higher rate of ‘sinking’ in our bombs sometimes.  In the event of this, they perform just the same in terms of colour, scent and hydration but you may need to hold them up if your interest is in bath art photos) 

 

Do your Bath Bombs stain?!

We use only water soluble, ethically sourced and cruelty free colourants. While none of our colourants are capable of staining, due to being entirely water soluble, we do always advise that customers remove any excess from the sides of a bath immediately after use. If colourants from any bath bomb products are left on sides, particularly if there have been butter or oil products left on the sides prior to use, they may prove more of a pain to scrub off.  

 

I am trying to reduce my plastic use. What can I do with my empty pots? 

Contact us via email if you are interested in returning your 'empties' to us, as we do currently accept these back as part of our efforts to minimise our impact on the environment. We are also always happy to send your order without any of our plastic soap and bomb baggies. Just pop us an email in advance! 

 

Do you ship to my country? 

We unfortunately no longer ship internationally. We now only ship within the UK and other countries within the EU.

While we are aware there are ways and means of ordering to other countries using mail forwarding companies, or third parties, these can be expensive and unfortunately HPC is not responsible for any forward shipping issues to countries we do not personally ship to, including damages, losses, charges, costs and/or customs taxes.  

We will ship to whatever UK/EU address is provided, as per normal, and are unable to make exceptions  

 

Can I get free samples?!

Only when placing an order. We are often asked for samples. We do often send samples in orders. 99% of orders will recieve at least one free sample, but we cannot send you a specific sample on request because we simply dont have the capacity. You are likely to be sent one at random anyway, as we would only not send samples if its on the rare occasion we have none left/ready at the time of dispatch, or if the only samples ready are not suitable for your order. 

 

Are your products safe? 

Indeed they are. In compliance with UK law, all cosmetic products including anything by an ‘indie’ brand must be approved by a lab technician/ cosmetic chemist before they are sold. We currently work with two UK based cosmetic testing laboratories who provide the CPSR’s and stability testing of our products.

 

Do you have a loyalty system?

We do! If you click the purple star icon on the bottom right of the website, you can sign up to earn Happy Place Points on every order. The points system is further explained during sign up, but lots of our regulars now earn £5 and £10 vouchers to spend, as well as referral and birthday points.  

 

How do I get the Monthly Box?

Our popular Monthly Box is released a month in advance but does tend to sell out within minutes. Unfortunately this is not currently something you can sign up for. It is simply a purchase that is made the month before, when they are released but we have a very limited number available. It is USUALLY made available fairly soon after the previous months box ships out. 

 

Do you want promoters? 

Happy Place does not pay for promotion, or send free products in return for it. So while we are flattered by the amount of offers we receive, all promotion of HPC seen on social media is genuine customer purchase, and we cannot always respond personally to the amount of emails we recieve offering promotion in exchange for free products. This has never been something we have engaged in, purely because by avoiding it, we can afford to offer our little extras like samples in orders and our very regular distribution of free RAOK (Random acts of kindness) products to the customers who purchase and support the brand. It also means we (and you) can be confident that all promotion is genuine. Our customer base has always told us they respect and trust us because of this choice, so we now stick to it. 

 

Can I return an item? 

For obvious hygeine reasons, we cannot accept returns on any items. Due to the nature of our products, any returns would have to be destroyed on reciept, as they are no longer covered by our own hygeine control.

However, If you find any issue with your order, or with any of our products that you feel arrive outwith our usual high standards, dont worry! just pop us an email. We appreciate all feedback and we are always open to hearing from you guys.