FAQs

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. 

Please see here for a full list of charges.                          

We use Royal Mail and FedEx tracked services for UK deliveries, and we use UPS tracked service for international deliveries.

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 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 the courier.

Yes you can! Create your order as you usually would and select "Pick Up" at checkout to choose to collect your order from the above address and save on delivery fees. Once your order has been fulfilled please come and collect it between 9.30am - 4pm. Collection is from: 9 Martinfield, Welwyn Garden City, AL7 1HG

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

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

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

See our returns and refunds policy for eligibility, time limits and how to arrange a return. If you need help, contact our team.

Contact our team to discuss your order. You can find the full details in our returns and refunds policy.

No, you can check out as a guest. You still earn VIBee credit on eligible purchases.

An account lets you access your rewards, keep track of orders and manage your Subscribe & Save subscriptions. Use the same email address you used when shopping or signing up.

Access your account or explore your rewards and benefits.

No. You earn 5% back in VIBee credit on eligible purchases, including when you check out as a guest. Email signup is a separate choice.

See the VIBee scheme rules for earning and redemption details.

Sign up for Lucy Bee emails and confirm your email address. Your welcome email includes your unique first-order discount code, its expiry details and the link to download your Skincare Guide.

You can use one discount code per order. VIBee credit cannot be redeemed with discount codes or on subscription orders.

You still earn purchase credit on eligible orders. See the VIBee scheme rules for full details.

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.

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. 

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'.

Email hello@lucybee.com and we’ll help you update your account email. Include your current and new email addresses, full name and the postal address on your account so we can check your details.

Contact our team and we’ll help with your account closure request.

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.

Choose Subscribe & Save on an eligible product page, select an available delivery interval and check out. Future orders are processed automatically at that interval, with recurring payments. Shipping is charged separately where applicable.

Save up to 15% on eligible products. The exact saving is shown on the product page. The subscription discount is based on the standard retail price (RRP), rather than any temporary sale price.

There is no minimum term. You can skip, postpone or cancel future deliveries. Please make changes at least 3 days before your next scheduled billing date; later requests may apply to the following cycle.

Yes. You can subscribe to more than one product, with different delivery schedules to suit your routine.

Product swaps are not currently offered. You can have multiple subscriptions running at the same time. Contact our team if you need help changing what you receive.

Use your subscription dashboard to change delivery dates and frequency, skip upcoming orders, update your details or cancel. Sign in with the account you used to place the order.

Open your subscription dashboard and choose an available delivery interval. Make changes at least 3 days before your next scheduled billing date; later requests may apply to the following cycle.

Yes. Use your subscription dashboard to skip an upcoming order or choose a later delivery date, allowing at least 3 days before the scheduled billing date.

Yes. Update your delivery details through the subscription dashboard at least 3 days before your next scheduled billing date. Check the details are correct before your next order is processed.

Our current schedule sends reminder emails 10 days and 2 days before the next order is processed. Please act on the first reminder if you need to make changes: the terms require at least 3 days’ notice before billing. The 2-day reminder falls inside that notice period.

Your payment method is charged automatically when each subscription order is processed, according to your chosen schedule. You will receive a billing or failed-payment notification when the order is created.

We will contact you and retry payment 3 times at 1-day intervals. If all attempts fail, the subscription will be cancelled. Update your payment details in your subscription dashboard if needed.

Standard delivery rates apply. Delivery is charged if the subscription order falls below the applicable free-delivery threshold.

No. Subscribe & Save cannot be combined with other discounts, promotional offers or VIBee reward credits. This applies to the initial subscription order and every recurring order.

Klarna is not currently supported for subscription purchases, so it will not appear as a payment option at checkout.

Open your subscription dashboard or contact our team as soon as possible. The terms require changes or cancellations at least 3 days before your next scheduled billing date. Cancelling a subscription does not cancel an already processed order.

Cancel through your subscription dashboard or contact customer support. Please allow at least 3 days before your next scheduled billing date; later requests may apply to the following cycle. Cancellation takes effect after any already processed orders.

Under the subscription terms, an already processed order cannot be cancelled or amended. Cancelling the subscription stops subsequent orders once the cancellation takes effect. For an order you have received, please see our returns policy.

The store uses the Stripe payment system which accepts Visa, MasterCard and American Express, as well as ApplePay, we also now accept Klarna. 

Klarna is not available for Subscribe & Save orders. See subscription payment information.

For one-off purchases, payment is taken when you order. For Subscribe & Save, your payment method is charged automatically when each subscription order is processed. See subscription payment information.

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.

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.

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.

Read our Privacy Policy for information about how we handle your personal data.

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

Dermatologically tested means that the products have been tested by a dermatologist.

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.

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

Our beauty products are manufactured in the UK and our Lip Balms are manufactured in Italy.

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

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

The entire beauty range is free from parabens.

You can find a list of out stockists here.

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 @lucybeecoconut, otherwise, please leave a review on our shop.

If you email hello@lucybee.com with a before and after photos and a short review and we use these on our website and social media we’ll give you a £15 VIBee credits as thanks.

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. 

All our skincare 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 as a 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.

The majority of our collection is 100% palm oil free, including all its derivatives. Caring for the environment is at the heart of everything we do, and avoiding palm oil wherever possible has been one of our proudest achievements.

In a few select formulations, we now use RSPO-certified (Responsibly Sourced Palm Oil) ingredients. As a small, independent brand, this allows us to maintain product performance and stability while ensuring that any palm oil we do use supports sustainable and ethical production practices.

Our goal remains the same, to create effective, environmentally responsible skincare with complete transparency.

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

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. 

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

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.

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

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.  

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. 

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.

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. 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.

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.

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."

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.

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.

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.

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

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.

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.

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

Our team is available Monday to Friday, 9am - 5pm UK time (GMT/BST). If you contact us outside those hours, we’ll get back to you as soon as we can.

See our contact options.