Help & FAQs


Here are some of our most frequently asked questions (so hopefully you can find what you're looking for).  

If this doesn't cover your query, get in touch at hello@bolt-beauty.com and we'll do our best to answer.

CONTACT

1. How can I speak to someone to ask a question?

Don’t hesitate to get in touch if you need some help: hello@bolt-beauty.com.

You can also DM us on social media if that’s easier for you.

We promise we’ll get back to you as quickly as we can!

2. I’ve got an idea or some feedback. How can I share it with you?

We love hearing your ideas and feedback. Email us at hello@bolt-beauty.com or DM us on social media with your ideas.

ORDERS

1. Can I update my order after I’ve placed it?

We're sorry, but once we've processed your order, it’s not possible to change it.

If you need to amend or update your order after you have placed it, let us know and we’ll do our best to change it. Email us at: hello@bolt-beauty.com.

If it’s too late to update your order, we’ll make sure you get what you need. If you missed something off your order, you might need to place a new order with the additional items. If you ordered something extra, you can return it to us for a full refund. Please note that goods must be sent to us unused and in resalable condition otherwise we may refuse to issue a refund.

2. How can I check the status of my order?

We will send you an email confirmation letting you know that we've received your order. We'll send you updates when it's despatched and give you a tracking number so you can keep an eye on where your package is.

You can also set up an account with us and login to check the status of your order.

If you're still unsure or want a bit more information, drop us an email (hello@bolt-beauty.com) and we'll do our best to help you out.

3. Can I apply promotional codes?

Absolutely. We may run different promotions from time to time. To use a promotional code, simply include the code in the “discount box” during checkout and hit apply.

4. Do you have a “gift” option?

We don’t have a specific “gift” option, but Bolt Beauty products do make a fabulous gift! Aren't you a thoughtful and generous person to be buying something for someone else :)

If you want to send Bolt Beauty products as a gift to someone else, you can include their shipping address and provide a different billing address during the checkout process.

SHIPPING & DELIVERY

1. Where do you ship to?

We ship globally.

We are based in the UK and all our products are shipped from the UK. This means that if you live outside the UK, shipping will be at international rates and might take a little longer to arrive compared to UK shipping.

2. Do you deliver to UK PO boxes?

Unfortunately we can’t deliver to PO boxes. We use couriers for our deliveries which mean they need a signature upon delivery (so we know they get to the right place safely). We can deliver to your home address or office address - just remember to include the company name in the address if it’s going to your office.

3. How long does it take to ship?

UK Customers

For customers based in the UK, we offer the following shipping options:

Delivery option                

Cost                    

Time

Standard

Free

48 hours

Next day

£6

24 hours

We need to receive your order by 3pm (UK time) (Monday to Friday), otherwise it will be processed with the next day’s orders. For example, if we receive your order at 5pm on Tuesday with 24 hour shipping, it will be processed on Wednesday and you should receive your order on Thursday. Any orders received over the weekend will be processed on Monday.

You will receive an email with a tracking number once your order is on its way.

If your order does not arrive within the timeframes, we’re really sorry. While we and our courier services will try to deliver your order within the timeframes specified, this cannot always be guaranteed. Let us know and we will investigate for you: hello@bolt-beauty.com.

International Customers
For customers based outside the UK, international shipping applies. Shipping times vary depending on location. Orders received by 3pm (UK time) (Monday to Friday) will be processed on that day; orders received after the cut off may be processed the next day. Any orders received over the weekend will be processed on Monday.

You will receive an email with a tracking number once your order has been shipped.

4. Are sales taxes or import duties included?

All prices include the UK’s Value Added Tax (or VAT) at 20%.

For customers based outside the UK, you are responsible for any sales taxes, customs duties or other charges.

5. How long does it take to process my order?

We do our best to process your order on the same day we receive it (Monday to Friday). If we receive your order at the weekend or a public holiday in the UK, we’ll process it on Monday or the next business day.

6. What are the cut off times?

3pm (UK time) (Monday to Friday).

If we receive your order after 3pm, it will be processed with the next day’s orders. If we receive your order on Friday after 3pm (UK time), we’ll process it on Monday.

7. What do I do if I’m having problems tracking my order?

Oh dear, we’re sorry you’re having trouble. Please get in touch with us and we’ll work out where your order is for you. Email us at: hello@bolt-beauty.com.

8. Can I edit my shipping address?

Once we have processed your order, we can’t amend the shipping address.

If you realise there is an error with the shipping address or you need it to be delivered somewhere else, get in touch with us and we’ll do our best to amend the shipping address before the order is processed. Email us at: hello@bolt-beauty.com.

9. Can I have a different delivery address to billing address?

Yes. This isn’t a problem.

When you checkout, you’ll have an option to enter a different billing address after you provide your payment information.

If you need to send products to multiple different delivery addresses, you will need to carry out separate transactions. We’re sorry we don’t have the option to send different products to different places yet, but remember you will get free shipping for every order.

10. What happens if my package gets lost?

First, we are very sorry. We understand it’s really disappointing when something goes wrong. Let us know as soon as you can by emailing us at hello@bolt-beauty.com and we'll sort it out.

PRODUCT PRINCIPLES

1. Are you a “clean” beauty brand?

Yes… But it really depends what you mean by “clean”. “Clean” has become a buzzword in the beauty industry and has lots of different meanings depending on who you ask (and what their agenda is). We have looked at lots of “clean” standards by various retailers (including Sephora and Credo) and we would meet all their criteria to be a “clean” brand.  

We really encourage you to look deeper than claims of being “clean”. Lots of this is just marketing, designed to sell products (often at higher prices!). Instead, we think the most important question is “what is actually in this product?”. We assess all our ingredients against scientific reviews and recommendations regarding their safety, use and dosage. We also believe in sharing this information with you so you can make up your mind on whether the product is right for you or not. You can check out our Ingredient Approach here.

2. Do you use natural or synthetic ingredients?

Both. We want to create products that actually work. Sometimes nature has come up with the best solution; sometimes a man-made solution is the winner. We’ll use the ingredient that is the best for the formulation, while never compromising on product safety.

Neither natural or synethetic ingredients, as a whole, are better than the other. Natural ingredients are not safer, gentler, or less toxic. There are some things found in nature which would be really harmful to us if we put them in a cosmetics product - just think how your skin reacts to the completely “natural” jellyfish sting or nettle leaf. Ouch. Synthetic ingredients are no better; some man-made substances can have negative effects on our skin and bodies. Instead of looking for binary distinctions between “natural” and “synthetic” ingredients, we focus on finding effective ingredients which are scientifically reviewed as being safe in the manner and quantity that we use.

3. Do you use chemicals in your products?

Yes. Everything is a chemical. Even water. Chemicals are not inherently bad (although sometimes they are made out to sound like scary things). Instead, we focus on the safety and efficacy of the ingredients that we use.

4. Do you test on animals?

No, absolutely not.

We believe that beautiful skin should not come at the expense of other people, the planet or animals. We are proud to be cruelty-free and vegan.

We have never and will never test any of our products on animals. None of our products are formulated with animal-derived products or by-products and every product we sell is suitable for vegans. We carefully select our manufacturing and raw materials suppliers to ensure they share our values and will continue to partner with only those suppliers that meet our standards.

Leaping Bunny

Bolt Beauty believes that beauty products should be cruelty free. We are proud to be Leaping Bunny approved. A global programme, Leaping Bunny requires cruelty free standards over and above legal requirements.

All of our own brand cosmetic and personal care products are approved under the Cruelty Free International Leaping Bunny programme, the internationally recognisable gold standard for cruelty free products. We adhere to a fixed cut-off date policy and proactively monitor our suppliers to ensure that our products continue to adhere to the Leaping Bunny criteria. Our supplier monitoring system is also independently audited.

For more information about Cruelty Free International, Leaping Bunny and Leaping Bunny criteria, please visit www.crueltyfreeinternational.org

PETA

We are recognised as PETA Cruelty Free and Vegan brand; you can search for PETA cruelty free brands here.

5. Where are your products manufactured?

Our products are formulated and manufactured in one of Italy’s top labs. One of the reasons we chose to manufacture in Italy is because the EU has some of the strictest laws in the world in relation to cosmetics products. In particular, it is against the law in the EU for cosmetics companies to test their products on animals; a stance which we fully support.

Other countries do not have the same strict standards and rules as the EU, including in relation to animal testing. In particular, China has historically required cosmetics companies to test on animals before they can be sold to the public. We will not export any products to mainland China while these requirements remain in effect. However, some good news: in March 2019, China’s National Medical Products Association (which is in charge of testing requirements relating to cosmetics products) drafted their acceptance of internationally-recognised testing methods in relation to cosmetics which do not involve animals, including in relation to skin sensitivity and eye irritation. These methods are permitted from 1 January 2020. The implication of this is that companies will be able to export products to China without the need to test on animals. We will continue to watch this space and look forward to more companies adopting cruelty-free testing.

6. What testing do you do?

Our testing can be divided into two buckets: formulation testing, to make sure that the formula is safe and effective to use; and product or batch testing, to make sure that the finished product meets the highest quality standards.

Formulation testing
All our products have been through in vitro (in a scientist lab) or in vivo (on real living (consenting!) people) tests to make sure they are safe and effective. These tests assess whether the products will cause any irritation to both skin and eyes. We won’t use formulations which aren’t clinically tested for their safety; and we never make any product claims unless we have clinical data to back them up. All clinical studies are carried out using internationally recognised techniques and standards.

Product or batch testing
It fundamental to us that we monitor the quality of the products we produce. We need to be sure that our products are safe and effective. Each product will be subject to microbial and physical tests (like appearance and ease of “twisting” the drop). We may also carry out additional safety or efficacy tests depending on the nature of each product.

7. What happens if I get a reaction to one of your products?

Oh no! We are so sorry.

Stop using it straight away and let us know by emailing us at hello@bolt-beauty.com so we can help find a solution.

While our formulations are made with the ingredients recognised as safe, it is still possible for anyone to have an allergic reaction to anything.

If you have extremely sensitive skin, then please note that we use very small amounts of essential oils in Glow Don’t Shine, so this might not be for you as essential oils can trigger reactions in some people.

Additionally, retinol, used in Vitamin A Game, is a powerful ingredient. While we only use a small amount (0.15%), you might experience some irritation. This is quite a common side effect for new users of retinol and can be managed by using it only a couple of times a week to begin with and build up slowly. However, if you experience severe symptoms, you should stop using it and seek professional medical help.  

DROPS

1. How do I open the DROPs?

It’s simple, just twist the top of the head and it’ll break off (you might need to twist it a few times!). Hold the drop gently to make sure the product doesn’t fly out when the top comes off.

Our drops are made from seaweed and are designed to be biodegradable. This means that they become slippy when wet (and will even dissolve in water). We recommend opening the drops with dry hands to avoid them getting slippy and fiddly.

2. What do I do with the DROP once I’ve finished using it?

Our drops are made from seaweed and are completely biodegradable. Once you’ve finished with a drop, either throw it in your compost bin or dissolve it in water. Zero waste beauty is finally here.

You can learn more about disposing your earth friendly drops here.

3. How do I store and look after my DROPs?

Drops are pretty robust - similar in consistency to a juicy blueberry - but we recommend keeping them safe in Bolt Beauty packaging - either your Home Jar or Stackable.

Drops should be kept out of direct sunlight and away from water.

4. How long do DROPs last for?

You should use your drops within three years of purchase.

One of the great benefits of our skincare is that the drop protects the skincare inside from light and oxygen degradation. This is even true for notoriously unstable ingredients - like the retinol in Vitamin A Game. So, products carry on being effective even years after they were made.

RETURNS

1. How do I place a return oR exchange?

We understand that sometimes things don’t work out and you need to send something back.

Please note that we will only accept a return if the products have not been opened, used, damaged, or tampered with and are in resalable condition. If your products arrive and they are not in such condition, please contact us as quickly as you can at hello@bolt-beauty.com.

You must notify us that you wish to return a product within 14 days of you receiving your order.

To place a return, email us at hello@bolt-beauty.com. Please quote your order number and the product(s) you would like to return. We will email you with instructions for where to send your return.

If you’d like to try a small number of Bolt Beauty drops before buying our full size Home Jars, you can purchase a Travel Stackable (which has enough drops for 3 days’ skincare - perfect to try us out).

2. Oh no! I can’t find my returns slip?

Don’t panic! We don’t include returns slips in out packages. If you need to return something, please email hello@bolt-beauty.com and we'll provide you with instructions.

3. What’s your returns policy?

Our returns policy is set out in our Terms and Conditions under the section entitled “Right to Cancel”. The key points are:

  • We will accept returns where the goods have not been used or damaged and are in resalable condition;
  • You must notify us that you wish to return your goods within 14 days of receiving them; and
  • You should email us at hello@bolt-beauty.com to receive further instructions on where to return the goods.

4. What should I do if I receive the wrong product or I think there is something wrong with it?

Oh dear, we’re really sorry that something went wrong with you order. Email us at hello@bolt-beauty.com with the problem and we'll work out a solution for you as quickly as possible.  Please include the order number in your email so we can easily locate your order information.

5. How long does it take to process a return?

We will endeavour to process a return within 5 to 7 days of receiving the goods being returned.

BILLING

1. When will I be charged?

Unless you are using a “Buy now, pay later” service, you should be charged promptly after placing your order. Occasionally there may be slight delays between placing your order and being charged.

If you are paying with a “Buy now, pay later” service, payment will be made in accordance with the payment providers terms.

2. What payment forms do you accept?

We accept MasterCard, Visa Credit, Visa Debit, Visa Electron, Maestro, American Express, PayPal, Shopify Pay, Apple Pay, and Google Pay.  

In addition,in cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we also offer you the following payment methods. When you pay via these methods, payment is to be made to Klarna.

    • Pay in 30 days: The payment period is 30 days from shipment of the Products. You can find the complete terms and conditions for the markets where this payment method is available here: United Kingdom, Germany, Sweden, Norway, Denmark, Finland, Austria, Switzerland, and the Netherlands.
    • Financing (Slice It): With the financing service from Klarna you can pay your purchase in flexible or fixed monthly instalments according to the conditions stated in the checkout. The instalment payment is due at the end of each month after submission of a separate monthly invoice by Klarna. Further information regarding Slice It including terms and conditions and Standard European Consumer Credit Information you can find here for the markets where this payment method is available: Austria, the United Kingdom, Germany, Sweden, Norway, Denmark, and Finland.

The payment methods Pay in 30 days, and Slice It are only available in case of a positive credit assessment. For this purpose, during the order process and handling of your purchase, we forward your data for an address and credit check to Klarna. We can only offer you the payment methods available based on the result of the credit check. General information about Klarna and the user terms per country can be found on klarna.com. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarna's privacy statement.

3. What currencies can I pay in?

We only accept payment in British Pounds Sterling.

4. Can I save a payment method?

For your security, we do not store or keep credit card, debit card, or other payment information.  

However, if you wish to save your payment information you can elect to use Shopify Pay after entering your credit card or debit card information. When you elect to use Shopify Pay, your information will be saved so you can check out faster next time you shop at www.bolt-beauty.com (or other Shopify hosted web-stores). To use Shopify Pay, you need to provide your mobile number; before checking out at a Shopify hosted store, Shopify will send a code to your mobile which you can then enter to unlock your information. You can find more information about Shopify Pay here.

5. What do I do if my payment is declined?

All payment processing is carried out by third party payment processors. If your payment is declined, please contact your payment provider.