HELP & FAQs
Find answers to your questions about Christal Cosmetics, from product details to orders and returns. Whether you need information on ingredients, shipping, or how to use our products, we’ve got you covered. Explore our FAQs below or reach out if you need further assistance.
Understanding Our Products
Yes. Our skincare is made with botanical, plant-based ingredients and is 100% cruelty-free. We never test on animals and use ethically sourced ingredients.
✔ Cleanse – Removes dirt, oil, and impurities.
✔ Tone – Refreshes and balances the skin.
✔ Treat – Serums target specific concerns.
✔ Moisturise – Hydrates and locks in moisture.
✔ Exfoliate & Mask – Use 1-2 times a week for extra care.
No, our products are free from synthetic fragrances, artificial colours, phthalates, sulphates, and harsh chemicals.
Yes, our gentle botanical formulas are suitable for sensitive skin. If you have specific concerns, please check the full ingredient list on the product page.
Our skincare is specially designed for Black and ethnic skin, addressing concerns like hyperpigmentation, hydration, and balance. Suitable for all skin types, including oily, dry, combination, and sensitive skin.
Many of our products are vegan-friendly and made with plant-based ingredients. Check each product page for details.
Yes! Try our Christal Clear Skin Starter Pack, featuring travel-sized essentials to experience our best-selling products.
All product ingredient lists are available on their respective pages on our website.
Keep products in a cool, dry place, away from direct sunlight and heat. Close lids tightly after use.
No, our products do not contain added SPF. Melanin-rich skin naturally provides some protection from UV radiation due to its higher melanin content, which absorbs and dissipates ultraviolet rays. Research indicates that darker skin tones have a natural SPF equivalent and are less prone to sunburn and UV-induced damage compared to lighter skin tones.
Cant find an answer? ask us
Returns & Exchanges
Yes, you may return most new, unopened items within 28 days of delivery for a full refund of the product price.
If we sent the wrong item or it arrived damaged, we will cover the return shipping cost or arrange collection. Contact us within 7 days of receiving your order at info@christalcosmetics.com.
- Notify us within 7 days by emailing info@christalcosmetics.com.
- Send the item back unused and in its original packaging.
- If eligible, PayPal may refund your return shipping cost (activation required before purchase).
- If returning due to a change of mind, you cover return shipping costs.
- If you received free delivery, Christal Cosmetics’ original delivery cost will be deducted from your refund.
Refunds are processed after receiving and inspecting the returned item. If you paid via PayPal, Klarna, or credit card, refund times may vary based on your payment provider’s policies.
Christal Cosmetics
Customer Returns Department
2 Greenstreet Hill
London SE14 5SR
We do not process exchanges for orders received later than 28 days from purchase.
For peace of mind, use a tracked or recorded return service. Christal Cosmetics is not responsible for lost returns.
Shipping & Orders
We despatch in-stock items within 1-3 working days for UK orders and 1-5 working days for international orders. During busy periods, processing may take longer.
- UK: Royal Mail 1st Class or a national courier, depending on order size and value.
- International: Royal Mail Airmail or international couriers
- UK: Allow 2 working days after dispatch.
- Europe: Allow 7 working days before contacting us.
- International: Allow 14 working days before contacting us.
Yes, we offer Click & Collect for customers near our South East London location.
If your order hasn’t arrived, please:
✔ Check with neighbours or your local sorting office.
✔ Track your parcel if a tracking number was provided.
✔ Allow 5 working days for UK First Class, 7 working days for Europe, and 14 working days for international parcels before contacting us.
✔ For International Courier shipments, contact us for your tracking number.
If your parcel has not arrived within 7 days (UK), 14 days (Europe), or 21-28 days (International), we may send a replacement after checking standard delivery timelines.
Shipping rates depend on weight and destination:
- International: Shipping is calculated at checkout based on your region.
- UK: Small parcels from £4.45, medium parcels from £6.80.
- Europe: Standard delivery £15/30kg, Rest of Europe £25/30kg.
Yes, we ship to Europe and internationally.
For international orders, import duties and taxes are the responsibility of the buyer.
