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FAQ

Orders & Billing

We accept the following payment options; Visa
Mastercard
American Express
Apple Pay
Google Pay
Paypal
You will be charged as soon as your order is placed, and you will receive a confirmation email from info@botanicalmatrix.com with a unique order ID. If you do not receive your confirmation within 24 hours, please contact our team.
Orders are only processed and shipped on business days. (Monday-Friday, excluding holidays). Any orders placed outside of these times will begin processing the next business day.
If you need to cancel and order once it has been placed, please contact our team as quickly as possible. We will make every effort to accommodate your request. Once an order has shipped, our team is unable to cancel it. Upon cancellation, you will be immediately refunded and notified via email.
If you need to alter the shipping address for an existing order, please contact our team as soon as possible. We will make every effort to accommodate your request. Once an order has shipped, our team is unable to alter the shipping address. Our team will notify you if your request was successfully processed.

Delivery & Returns

We currently ship within the United Kingdom and the European Union, including the Channel Islands and the Isle of Man.
We offer free delivery on all orders within the UK, Channel Islands, and Isle of Man. We offer free delivery on all orders over £75 to Europe, on all orders below £75, delivery will be £9.95.
We aim to process all orders received by 3pm that same day, orders received after 3pm will be processed the following day. In most cases Royal Mail 24’ will be used within the UK. For orders to Europe, delivery will take approximately 5-7 days.

You may return a product within 30 days of the delivery date. Returns may be subjected to handling fees.

Please contact our customer service to initiate a return.
Returns are only accepted for products purchased directly from the Botanical Matrix online store.

If you purchased one of our products at a retail location, please contact them directly to initiate your return.

Skincare Products

All our products are cruelty free and have not been tested on animals.

All our products are free from Parabens, Palm Oil, Phthalates, Sulphates, Silicone and Formaldehydes.

Our products do not contain any synthetic fragrances and are naturally scented with essential oils.

Our products range between 95% and 100% natural.

All our products are Vegan with the exception of LUMINATE. Our Luminate, Brightening Treatment, contains Hydrolysed Collagen from an animal source.

If you have any further questions about a particular product, please contact our team.

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