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Orders, returns and exchanges

How do I track my order?

You will receive an order notification email from us, followed by a dispatch email. Once dispatched, you can track your order directly through the emails you will get from our delivery partner, Royal Mail.

How do I cancel my order?

Unfortunately, we cannot cancel or amend any orders once placed as the order will be processed the same day. For a detailed explanation of our returns process please see our Returns Policy.

Can I return an order I’ve received?

Yes, we will offer a refund on unopened items returned to us within 14 days of receipt provided they are in their original re-saleable condition. Please see our Returns Policy for full terms and conditions. Due to hygiene reasons some items can not be returned. For damaged or incorrect orders,  please see below.

There is a damaged/wrong/missing item in my order?

If an item you ordered is damaged, incorrect or missing, please contact our customer service team immediately on Quote your name and order number, details of the problem and whether you require a refund or a replacement. We will then advise on how to proceed. Damages, defects, missing items or any errors not reported within 7 days of receipt will not be accepted for return. You will be asked to send back the damaged or wrong item in its original packaging, so please retain the goods.

I’ve forgotten to add something to my order, or I’d like to swap out something in my order, can I amend it?

Unfortunately not – Sales are final and we are unable to edit an order once it has been placed. Please create a new order for any additional items.


What are your payment methods?

We accept credit card payments, Paypal, Google Pay & Apple Pay.

Can I order by phone?

Unfortunately, we do not accept orders over the phone.

Is my payment secure?

Yes, your online payment is made via the Stripe payment system so Found Clean Beauty Ltd never has access to your payment information.

Shipping & delivery

How long will my delivery take?

We aim to process all orders within 24 hours of the order being placed online (excluding weekends and public holidays). Once handed over to our delivery partner, you will receive a dispatch notification directly from them. Delivery will aim to be between 1-4 business days depending on the delivery option selected at checkout.

Why has my order not arrived yet?

If your order has not arrived in the time allocated by our delivery partner, please contact them directly and have their tracking number to hand. If you are still unable to resolve the issue, please contact our customer services team on

I need to change my delivery address

If your order has already been dispatched, please contact the carrier directly with your tracking number to update your address. Please be advised, this is not always guaranteed.

My Account

How do I access my account if I’ve forgotten my password?

Go to the login page and click ‘I’ve forgotten my password’. An email with a link to change your password will be sent to you.

How do I create a Found Clean Beauty account?

Click in the top right corner of our site on “My Account” and then click on “Create an Account”. Once you have created an account you will have access to all of your past orders, to your wishlist, to your personal information.

How do I get an invoice for an order I’ve placed?

You can access your invoice directly via the order confirmation email you received when you placed your order. If you have an account set up, you can login and access past orders and print an invoice from here.


Why do you not sell nail polish?

We pride ourselves on our detailed screening of ingredients and most nail polishes contain some (or a lot) of our no-go ingredients. There are certainly much less harmful ones now available as consumer awareness  grows around ingredients, however we haven’t yet found a completely clean one. We love nail polish though, so the search continues! In the meantime, we sell lots of lovely products that encourage beautiful, natural nail growth.

What do you mean by clean beauty?

Clean beauty is a term we see used all too often and has become a marketing term, rather than a real guide for consumers. For us, clean beauty means toxin free beauty, no nasties. Even if scientific studies are wavering, we will always opt for not selling products with even potentially harmful ingredients. Due to our rigorous screening process, there may be certain products or colourways within brands ranges that we cannot stock. Our aim has always been to provide as much information and absolute transparency around ingredients to make it easier for you to make informed decisions and to shop for truly clean beauty. Please see our No go ingredients page for more detail.

How have you verified the cleanliness of products you sell?

We’ve read a lot…and then read some more! We are lucky to live in an age where there is a huge amount of information available,  but  we understand how overwhelming this can be for consumers so we’ve tried to take the hard work out for you. We look at lots of different sources, and don’t depend on one single source or type of literature. We look at government websites, science papers, Cancer research literature and many more. We also regularly check in on the latest policies, laws and guidelines as these regularly change.. We have learned which sources not to trust and which ones give the most impartial and up-to-date information. Please see our No go ingredients page for more information. We would always encourage people to also do their own research as we believe knowledge is power.

What products can I use when pregnant or breastfeeding?

Because of our stringent no toxins policy, we have huge confidence in the safety of the products we sell. Some of our products do contain essential oils though which would not be suitable during pregnancy or whilst breastfeeding. We recommend you consult your doctor for specific advice and we also recommend always doing a patch test when trying a new product.  We have made the decision to ensure none of the baby products we sell contain Benzyl Alcohol.  Whilst deemed safe for adult use, it has been linked to serious side effects in newborns and infants.

Skin sensitivity

How do I carry out a patch test?

The inside skin of the wrist is the most effective area on which to carry out a patch test. You can also test on the skin behind your ear if you suspect only your face is sensitive. Simply apply the product to that area and if any irritation occurs, often showing as a rash, a burning, prickly or tingling sensation, redness or any other temporary discoloration of the skin, remove the product immediately with warm water and a damp cloth. We always recommend leaving a product on for at least 48 hours when doing a patch test in case of a delayed reaction.

What if I have an allergic reaction to a product?

If you have carried out a patch test and have experienced an allergic reaction, please discontinue use immediately, and consult your doctor if you have concerns.

Technical problems

I’m having problems with my basket?

We use cookies to remember who you are so please ensure you accept our cookies. A cookie is a very small text file placed on your hard drive by a web page server. You may experience technical difficulties in using our website if you have disabled cookies. You can alter your cookie settings in your browser’s preferences which is usually found in the Edit menu. If these problems persist please contact our customer service team.


If you cannot see the answer to your question above, we’re here to help! so please contact us at We will aim to respond to your email within 48 hours of receiving it.