FAQs

What sets Lucy Bee apart from other natural skincare brands?

Every Lucy Bee customer is a V-I-Bee, and when you set up an account with us we reward your loyalty with every purchase made - see here for full details.

The ingredients we use in all of our range are extremely effective as well as ethical. All are results-driven, sustainable, in recyclable packaging. We do not use palm oil, including its derivatives in any product.

All products are certified Vegan and Cruelty Free, made in the UK, and over 71% are certified COSMOS Organic/Natural. 

Additionally, Lucy Bee is proud to have achieved so many great certifications for our beauty range. We pride ourselves on being clear and transparent with everything we do. By having these certifications, you can be sure of the integrity of the product and us as the brand.

Lucy Bee beauty range has also been awarded the number 1 UK ethical best buy by the UK Ethical Consumer Guide. Their ratings take into account things like animal testing, human rights, climate change, environmental reporting, palm oil, company ethos, and product sustainability amongst many other factors.

 

Do you deliver to Northern Ireland, the Highlands and Islands?

A: Yes we do. Please see here for full details.

 

Do you ship to Armed Forces postcodes?

A: Unfortunately, we are unable to ship to Armed Forces addresses, due to restrictions made to us by the courier.

 

Can I track my order?

A: Yes you can. We will send you a tracking link for your parcel as do the courier.
Please refer to this tracking link in the first instance for any queries regarding your delivery. 

 

What happens to my delivery if I’m not in?

A: The courier will message you about your delivery, and if you're not going to be in you can reply to their message to amend your delivery directly with them. Please note that the courier makes one delivery attempt and if you are not in nor have given them delivery instructions, they will deliver to one of their pick up points. 

Please check emails and/or text messages for delivery details. If the courier returns the parcel to us, we reserve the right to retain your payment or part thereof to cover all costs incurred. 

Failed Deliveries and Returns Charges

A. Orders which are returned to us by DPD due to not being collected from pick-up shops will be charged £15 failed delivery fee which will be deducted from the refund back to your original card payment used. This is due to Lucy Bee being charged £30 per returned order by DPD.

 

Why do I have to give a mobile/cell phone number?

A: A phone number lets us give you the best possible service by suppling you with text alerts about your delivery.

 

How secure are my payment details?

A: The Lucy Bee Website is certified secure. Your credit card details are not stored by Lucy Bee but by a secure payment system called Stripe. This payment system is certified PCI Service Provider level 1.

If you want more information on stripe click here to visit their website.

 

How much will delivery cost?

Please see here for a full list of charges.                          

 

Which courier company do you use?

A: We use DPD tracked service for UK and ROI deliveries, and we use UPS tracked service for international deliveries.

 

How do I return an item?

A: Please see our returns page.

 

Do Lucy Bee products contain palm oil?

The quick answer to this is no. The entire range is free from palm oil and its derivatives.

We choose not to use it in any form in our products, due to its negative impact on the environment, habitat, animals and eco-systems.

There’s hardly a day goes by without reading in the press about deforestation for palm oil production and the fact that the very existence of orangutans is threatened because of this.

If avoiding palm oil is important to you, we recommend always checking the ingredients on a product and ask the brand because often it’s not always obvious that it’s been used. For example, some emulsifiers are sourced from either palm oil or coconut and the manufacturer of the emulsifier may not differentiate the source. We can confirm that no palm oil or derivatives of palm oil are used in any of our products.

 

Are the products unisex?

Yes! All of our beauty products have been trialled and tested on men and women.

 

Where are your beauty products manufactured?

Our beauty products are all manufactured in the UK.

 

Do your products contain gluten?

No. Every Lucy Bee product is free from gluten as Lucy herself is coeliac.

 

Is the range certified Vegan?

Yes, the entire range has been approved by the Vegan Society.

 

Is the range certified Cruelty Free?

Yes, the entire range has been approved by Cruelty Free International (Leaping Bunny). The Cruelty Free International Leaping Bunny is the globally-recognisable gold standard for cosmetics, personal care and household products. It is the only international logo that requires a supplier monitoring system to be implemented by the company; supply chain checking for animal testing right down to ingredient manufacturer level; adherence to a fixed cut-off date policy; and acceptance of ongoing independent audits to ensure compliance with all of these aspects. 

 

Is the range suitable to use during pregnancy?

Yes the range is suitable to use in pregnancy. If you have any concerns we advise checking with your healthcare practitioner. 

 

What does ‘Fixed cut-off date’ mean?

This means the date after which the company (Lucy Bee) must not accept animal testing of any of its raw materials or ingredients. Lucy Bee has a fixed cut-off date of 11 March 2013.

A global programme, Leaping Bunny requires cruelty free standards over and above legal requirements.

 

Are your products tested on animals?

Absolutely not. Our products are all certified by the Vegan Society and by Cruelty Free International who both ensure that animal testing is not carried out.

 

Is the range certified Organic?

Over 71% of the beauty range has been approved by the Soil Association as COSMOS Organic or COSMOS Natural.

 

Do any products contain parabens?

The entire beauty range is free from parabens.

 

How can I share my testimonial with you?

We’d absolutely love to see how the skincare range has worked for you. If you’d like to share it on social media then please tag us @lucybeeskincare, otherwise, please leave a review on our shop.

If you email us with before and after photos and we use these on our website and social media we’ll give you a £15 VIBee credits as thanks.

 

Can I return the packaging to you to be refilled?

This would be an amazing option as we do all that we viably can in sustainability but unfortunately this isn’t possible as yet. As I’m sure you can imagine, every receptacle must be completely sterile before product is added and the reality of receiving returns, checking for damage to the jar and artwork, and sterilising isn’t yet an option from our manufacturers. It’s definitely something we always have an eye on and would love to offer. Until we can, you can recycle the majority of the packaging in your household recycling, and if you have any doubt please check with your local authority to see their recycling capabilities.

 

What do dermatologically approved and suitable for sensitive skin mean?

Did you know that dermatologically tested doesn’t necessarily mean that a product has been dermatologically approved?

Dermatologically tested usually means that the products have been tested by a dermatologist, and that’s all. You don’t know if they’ve passed testing or if they were any good for certain skin types.

Dermatologically approved means that a dermatologist has used and approved a product.

If a product states Suitable for sensitive skin this is confirmation that yet another test has been carried out on its suitability for this skin type.

We recommend looking out for these claims on products. Obviously, we're all different and so we advise doing a patch test before using any new product especially if you have any concerns.

 

Where is your skincare range available?

Our complete skincare range is available at our online store, Amazon UK. Other stockists include all Planet Organic stores (Westbourne Grove, Hampstead, Broadway Market, Chiswick, Muswell Hill, Islington, Ealing, Queen's Park and Spitalfields)  and the following Whole Foods Market stores: High Street Kensington, Richmond and Clapham.

 

Do you use micro plastic beads in your products? 

No, we don’t use micro plastic beads in any of our products. 

Micro plastic beads have been banned from the cosmetic industry since 2018.  

Silica Dimethyl Silylate, which is in our Natural Deodorant, is a grade of synthetic silica used to stabilise the product and to bring a unique sensorial profile. This is not from plastic origin at all and silica are not insoluble beads. A synthetic ingredient does not mean that it is from plastic. 

We do not use ingredients from plastic in our products as they are banned and they would not follow the sustainable and green values of the Lucy Bee brand. 

 

What are your phone line opening times?

A: Our office is open Monday to Friday 9am to 5pm (GMT/BST).

 

Do I have to set up an account to place an order?

A: No, you don’t have to open an account to make an order. Please select the guest option. However, there are advantages to setting up an account with us - every account holder is a V-I-Bee and as such you'll receive credits to use on orders, including a percentage of every order value added to your account as credits to use in future orders. For full details see here.

 

How do I add a new address to my account?

A: To update or add a new address simply log into your account and select 'Delivery Address'. Here you can add/delete an address as well as choose a default address for your account. 

 

Which payment methods do you accept?

A: The store uses the Stripe payment system which accepts Visa, MasterCard and American Express, as well as ApplePay.

 

Does the E-Gift voucher count as part of the minimum spend for free shipping?

A: Unfortunately not, as the E-gift voucher is sent to your email address it does not count towards the minimum spend for free shipping.

 

How can I change my card details for payment?

Before you complete your order, you have the option to Review your order and at this point, if you scroll to the payment section, there is text in blue which reads change. If you click on this, you then have the option to change the card that you want to use to pay with.

Please be assured that  Lucy Bee does not store your card details, rather this information is stored by a secure payment system called Stripe. This payment system is certified PCI Service Provider level 1. You can read more on Stripe here.

 

How do I get a refund?

A: Contact us to arrange a refund. Please see our contact page.

 

When will my payment be taken?

A: Payments are taken when you order.

 

How do I close my account?

A: Please contact us.

 

How do I change my password address?

A: To change your password, log into your account and choose the option 'Change Password'. Simply enter your new password and confirm by selecting 'Update Password'.

How do I change my email address?

A: To update your email address on your account, please email us at hello.lucybee.com and we can do this for you. For security purposes, when you message us please confirm your original email address, your new email address and your full name and postal address as given in your account. Thank you.

How do I unsubscribe from your mailing list?

If you'd like to no longer receive our newsletter and mailers, you can unsubscribe at any time by clicking on 'unsubscribe' at the foot of our mailers, and follow the directions. Alternatively, you can email us at hello@lucybee.com advising us that this is what you wish to do, and we can do this for you.

 

Where can I find Lucy Bee recipes?

A: Check out our online recipes here, or alternatively, we have two recipe books available for UK shipping only.

 

Is your product packaging recyclable?

A: Being as environmentally-friendly as possible is at the core of our values and we take pride in using packaging that can be recycled, such as our glass coconut oil jars. Please see product pages for individual packaging information.

 

Can you explain the packaging used for shipping orders

A: Please be assured that we aim to be as environmentally-friendly as possible in all that we do from sourcing organic, Fair Trade products to the packaging we use for these, including the packaging used for sending out orders from our online shop.

For orders from our shop, we have a range of recyclable card box sizes and choose the size which best fits the items being sent out for an order (as I’m sure you’ll appreciate, as a small business it’s impossible to have bespoke sizes as no two orders are the same and sometimes one size is a little too small, whilst the next size is slightly too big!) and all items need to fit securely into the relevant box to avoid getting damaged in transit -  for this we always use recycled, recyclable brown paper or recyclable shredded paper to pad out the box and do not use plastic bubble wrap for this. The boxes are then secured with recyclable paper tape.

We are very conscious of reducing waste and being eco-friendly, whilst making sure your order arrives in good condition.

 

Is your Coconut Oil available in the shops?

A: Lucy Bee Coconut Oil is available in UK supermarkets and independent health food shops. It’s best to phone your local supermarket or health shop if you are making a special journey, just to check if they have it in stock.

 

Can I pick up my order from your warehouse?

A: I’m afraid we don’t offer this option.

 

I am visiting the UK and live outside the EU. Can I claim back the VAT?

A: VAT is a UK government tax imposed on non-food products. In certain instances, visitors to the UK can claim this tax back but internet sales are not currently eligible for this unfortunately.

 

What is your privacy policy?

A: Please see our privacy policy here.

 

I have a question about an ingredient, what should I do?

A: The individual product page includes a list of ingredients and if you have any questions, please email us at hello@lucybee.com

 

What Does 'Best Before' and 'Use By' mean on food products and is there a difference?

A: You may see on food products either a ‘Use By Date’ or a ‘Best Before Date’, but what’s the difference between them?

Use By Dates on foods show when the food can be eaten until, after this it is not suitable for consumption as it could be unsafe to eat or drink as it may contain harmful bacteria. To extend the life of a product with a Use By Date you can freeze it, if it is suitable for freezing. The Use By Date is related to the food safety and should be taken note of - once passed, the food is not safe to eat.

The Best Before Date does not follow this same rule. Best Before End (BBE), is about the quality of the product, not whether it is safe to consume. After the BBE, the food will still be safe to eat, and will not be harmful, but it may not be at its best quality, and flavour and texture may have changed over time. Most food after its BBE date is safe to eat and may still taste just as good. The Best Before Date is seen as more of a guideline than a recommendation, with even places like Tesco’s removing the BBE on most of its fresh fruit and vegetables. Once the product is opened, it is important to look at the instructions for usage since this overrides the BBE date.

With both Best Before Date and Use By Date, the correct storage of a product is also important as this can affect the quality or the safety of the product, so always follow any instructions on the packaging. 

In the UK, it is estimated that we waste around 7.2 million tonnes of food and drink, which most would have been fine to consume, but due to misinterpretation of the label the food has been discarded. It’s important to be aware of this when throwing away food which may have passed their Best Before but is still in fact safe and fine to eat.

 

Why doesn’t the nutritional information provided for a product add up to 100g when I add together fat, protein and carbohydrates?

The nutritional information doesn’t usually add to 100g for any product when just looking at fat, protein and carbohydrates. This is due to moisture (water) and ash (don’t worry this isn’t actually the ash that you might automatically think of, instead it is inorganic material like minerals) which are present in foods. This can include calcium, potassium, magnesium, or iron quantities within the food and are not always listed. 

It is a requirement that the nutritional information is provided for fat, protein and carbohydrates but this is not the case for minerals. As a general guide, the nutritional information for minerals will usually be given when they are considered ‘a source of’ the relevant mineral.

 

Is fish meal used as a fertiliser or pesticide in your organic coconut products?

Our producer for our organic coconut products confirms, "We do not use fish meal. Also, our organic farms are pesticide & fertiliser free".

 

Can I use more than 1 discount code at a time?

As is usual with online shopping, only one discount code to be used at a time. This includes the use of VIBee reward credits, which cannot be used in conjunction with a promotion though you will still earn 5% of the order value in VIBee reward credits.

 

Can I get a price adjustment or receive a retrospective offer on an item I’ve already purchased?

Unfortunately, this is not possible. From time to time we will adjust prices or run promotions, which will run for a certain period and with certain conditions. Only orders placed within that specific time period and which meet the required conditions of the offer are eligible.

This is standard practice and we trust that you understand our position.

 

Does the Fair Trade certification cover child labour?

A: Winfried Fuchshofen PhD, Director Fair Trade Sustainability Alliance (FairTSA) confirms the following :

"Child labour is prohibited by our standard and all authorised inspectors are specifically trained regarding child labour. Child labour, if detected, is a “killer” noncompliance and leads to immediate suspension or revocation of certification."

 

Are monkeys used to pick the coconuts for your products?

Absolutely not. Our coconut products are certified Fair Trade and part of this certification guarantees no animal cruelty. You can read more on this in our blog here.

 

Does Fair Trade cost more?

Lucy Bee pays a price premium for our products to be certified Fair Trade. We could buy the exact same product and it not be Fair Trade but we choose not to as we firmly believe in the values and ethics of Fair Trade and want to help improve the life of those who are producing our wonderful products.  

Lucy visited the Philippines and was able to see first-hand how the Fair Trade premiums for our coconut products are used and how it makes a real difference to lives. You can read this here.

The Fair Trade premium is paid on the factory price of the raw product.

 

Answer not here?

A: Give us a call, contact us online or email us, see our contact page for details.