Frequently Asked Questions
Have any questions? We hope to have the answers below. Contact us at email@example.com if you don't see your answer.
Order and Delivery
How long will my delivery take?
We will try to get your order out to you as soon as possible! Once it has been picked, packed and ready to go, you’ll receive a shipping notification along with your tracking/reference number to keep an eye on your goods. Orders placed before 12pm will be have a Next Day delivery. If you haven’t received your order please contact us at firstname.lastname@example.org. For international orders, we estimate delivery to be 7-14 working days.
HOW CAN I CONTACT YOU?
You can whatsapp us at +44 74236 94126 or drop us an email at email@example.com.
WHAT IF MY ORDER IS DAMAGED?
If you’re unhappy with the way your order arrived, or your product was damaged beyond use, please email us at firstname.lastname@example.org.
What payments do you accept online?
Payment can be made by Mastercard, Visa, American Express, Paypal, Klarna, WeChat Pay and Apple Pay.
At what stage is my credit card charged?
Your credit card will be charged at the point at which your order is shipped. Any products you order that are not immediately available will be shipped to you as soon as they are available and your credit card will be charged at the point of shipment. Postage will be charged only against the first shipment if the order is to the same delivery address.
Is it safe to use my credit card on your web site?
Commune values its customers and respects their privacy. Any information we collect about you is held with the utmost care and security. We use the latest strong encryption technology to ensure that all transactional information is protected to the highest standard. Transactional information includes any credit or debit card details, your personal contact information, together with any other names and addresses you provide when you place an order for delivery to another address, and your purchasing history. If you have given your consent prior to entering the details required for the ordering process, our web site will retain your Commune account details such as your name, address, email address and purchasing history. Each time you log into your Commune account to create a new order you must re-enter your credit card details. Please see our terms and conditions for further details.
Will I receive an order acknowledgement via email?
In order to set up your Commune customer account and purchase goods online, you will have provided us with your email address. You will receive an order acknowledgement via this email address.
I haven’t received my box!
You can whatsapp or text us at +44 7423694126 or drop us an email at email@example.com. We’ll make sure you get it.
ARE YOUR FORMULATIONS VEGAN
Yes, our formulations do not contain animal ingredients.
ARE YOUR PRODUCTS NATURAL
Yes, our formulations consist of 99% naturally derived ingredients. The 1% non-natural is due to preservatives which keep the products free of harmful microbes.
ARE YOUR PRODUCTS TESTED ON ANIMALS?
No. We do not test on animals.
DO YOU USE SYNTHETIC FRAGRANCE?
No. Our fragrance blend is made up of essential oils, coming from fruits, plants, flowers, and trees.
DO YOU USE SYNTHETIC COLORANTS?
No. We choose natural ingredients to change the colour of our products. With this our products can change colour over time, and from batch to batch.
CAN I USE YOUR PRODUCTS WHEN BREASTFEEDING OR NURSING?
To our knowledge there is no risk associated with using our products during pregnancy, however we always recommend consulting your health practitioner to discuss any concerns.
DO YOU USE PALM OIL IN YOUR PRODUCTS?
Palm oil derivatives are present within some ingredients used (please refer to full glossary). These ingredients are certified under the Responsibly Sourced Palm Oil (RSPO) body.
WHERE ARE YOUR PRODUCTS MADE?
Our products are made in England.
WHAT REGULATIONS DO YOU FOLLOW
In order to sell our products we follow the EU’s Ingredient health and safety guidelines that prohibits the use of over 1300 ingredients. These are the most stringent rules for personal care products in the world. All our products undergo stringent microbiological testing, and safety assessments before release into the market.
WHAT IS SLS AND DO YOU USE IT IN YOUR PRODUCTS?
We do not use Sodium Lauryl Sulphate (SLS) in our formulations. SLS is a harsh and irritating cleansing and foaming agent, which strips the hair of its natural oils. We use much milder ingredients to cleanse and lather which lock in moisture rather than stripping it out ( see glossary for our full list of ingredients).
WHAT ARE PARABENS AND DO YOU USE THEM IN YOUR PRODUCTS?
No. Parabens are a family of related chemicals that are commonly used as preservatives in cosmetic products. Parabens can seep into the skin and into body tissues and it has been speculated that parabens could potentially lead to cancer formation since they have been found in breast cancer cells. We prefer not to take the risk of using such an ingredient when alternatives exist.
WHAT ARE YOUR BOTTLES MADE OF?
100% aluminium. Aluminium is a ‘permanently available’ material and endlessly recyclable, so carbon savings increase every time the metal passes through the recycling loop. Unlike plastic which needs petroleum, a non-renewable resource, aluminium is extracted from bauxite. Aluminium also acts as an excellent defence against contamination from bacteria and other micro-organisms, as it has an impermeable surface that keeps out air, light and liquid. Once finished with the product, the aluminium bottles can be disposed of in the metal recycling bin.
DO YOUR BOTTLES HAVE BPA (BISEPHONOL A) IN THEM?
No, we use a food grade cosmetic liner on our aluminium bottles which does not contain any BPA or hazardous substances that could migrate to the product and affect its safety. We have have carried out independent testing on our liners to ensure the safety.
WHAT ARE YOUR PUMPS MADE OF?
Our pumps are made of metal instead of the usual plastic pumps. There is a small part of plastic required for the mechanism inside the pump, so they are not 100% plastic free however there is no ‘single use’ plastic since our pumps have a bespoke design which is meant to last. Our pumps can be used with each repeat purchase of our bottles.
WHAT IS YOUR SHIPPING PACKAGING MADE FROM
We use FSC (Forest Stewardship Council) certified cardboard for our shipping boxes. This means you know you are doing your part by buying boxes that have been responsibly produced to ensure a greener future. The FSC works on 10 basic principles to ensure forest and nature. The principles include ensuring compliance with laws, workers' working conditions, forest services, operating plans.
How does the subscription work?
Add your selected products to basket. On your first order please check out the bottle and metal re-usable pump. On your 2nd shipment you will just be sent the bottle, so you can re-use the pump with each bottle. The subscription is completely flexible and you can set your delivery schedule to a frequency that suits you depending on how quickly you get through your bottles. We recommend every 8-12 weeks. There is no minimum contract for being on the subscription and you can opt out at any time.
I’m not planning on it, but what if I need to cancel?
Subscriptions can be managed through your online account. From the 'Subscription Settings' page you can cancel the subscription or change the date of your next refill dispatch date by selecting "Subscription Settings". To change up the frequency of deliveries, click Delivery Frequency on the menu to make your amendments.
Are there any advantages of me taking out a subscription?
We believe in making your life simpler, with everyday products being delivered to your door at your chosen frequency. Of course if you prefer you can make a one off purchase to try out our products.