FAQ's

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We’ve gathered answers to the questions we get most. If you don’t see what you need, email hello@sybonel.com.

Shipping & Delivery

What are your shipping rates and times? +
  • Processing time: Orders dispatch in 1–2 business days (Mon–Fri, UK).
  • UK delivery: Typically 2–5 business days via tracked service.
  • Rates: Free UK shipping over £40; otherwise £3.95 flat.
  • International: Selected countries; duties/taxes are paid by the recipient.
  • Tracking: We email a tracking link when your order ships.
What are your shipping rates? +

Our rates and times vary depending on your location.

Orders & Changes

Can I change or cancel my order? +

Email hello@sybonel.com within 1 hour of purchase and we’ll try to amend before dispatch.

What if there's an issue with my address? +

Contact us ASAP; once shipped we can’t re‑route parcels.

What if my items are damaged or missing? +

Photograph packaging and contents within 48 hours of delivery and email us—we’ll make it right.

Returns & Exchanges

What is your return policy? +
  • Returns accepted within 14 days of delivery for unused, unopened items in original packaging.
  • For hygiene/safety, opened or used cosmetics cannot be returned.
  • Email your order number to hello@sybonel.com for return instructions.
  • Refunds are issued to the original payment method after inspection.

Ingredients & Allergens

Where can I find full ingredient lists? +

Full INCI ingredient lists are on product pages and labels. Some items contain goat milk or tallow; vegan options are labelled. If you have allergies or sensitivities, review the INCI carefully or email us before purchase.

Patch Test & Safety

How do I perform a patch test? +

Patch test on the inner forearm for 24 hours before first use. For external use only. Avoid eye area. Discontinue if irritation occurs. Use SPF in the daytime when using brightening products.

How should I store the products? +

Keep products cool, dry, and away from direct sunlight. Close lids tightly after use. Use clean, dry hands or a spatula for creams and butters.

Product Guide

How do I use the Soaps? +

Lather on wet skin and rinse. Let the bar dry between uses for longer life.

How do I use the Body Creams & Butters? +

Massage onto slightly damp skin for best absorption.

How do I use the Face Serums & Oils? +

Apply 2–4 drops after cleansing; follow with moisturiser (and SPF by day).

How do I use the Hair Oil & Cream? +

Hair Oil: Warm 2–5 drops and smooth through mid‑lengths to ends; optional scalp massage before wash.

Hair Cream: Work a small amount through clean, damp hair from mid‑lengths to ends; air‑dry or diffuse.

Sustainability & Payments

What are your sustainability practices? +

We prioritise reusable glass and minimal, recyclable outers. Please reuse or recycle jars and boxes where facilities exist.

What payment methods do you accept? +

We accept major cards, Apple Pay/Google Pay, and Shop Pay. All prices are in GBP (£) and include UK VAT where applicable.

Do you offer wholesale partnerships? +

Email hello@sybonel.com with your store details and location.