FAQs

All products are ideally stored in a cool, dry place.

Our compostable refill pouches should not be stored as they will begin to decompose. Please decant these into a vessel within 5 days of receipt.

We can't give medical advice, and as such would suggest that anyone with any concerns about the use of cosmetic products or ingredients consult their doctor.

Marine Night Cream: This product is not suitable for children or use during pregnancy, and we always recommend using sun protection while using retinol.

Unopened, our products have a shelf life of 3 years. Once opened, each product lists the recommended PAO on packaging.

As part of our citizenship program you can return your packaging to us. Please visit our 'deliveries & returns' page.

You can sign into you account on the website to track your order. You will also receive a tracking confirmation email. For further support please contact our Customer Care team at customercare@haeckels.co.uk

Unopened, unused products can be returned within 14 days of receipt. The product must be in its original saleable condition. Please visit our 'deliveries & returns' page.

Reuse: keep your Vivomer packaging at home and refill and reuse time and time again with our refill products

Recycle: send your packaging back to us and we'll recycle for you - either within our own supply chain, or with recycling partners (contact our customer care team to organise a return/ returns label accessed here)

Compost: send your packaging back to us (contact our customer care team to organise a return/ returns label accessed here) and we'll organise composting for you with our partners.

Or - the packaging will compost in your own, home compost.

Send back to us, simply email us or drop it off in store. Or you can put your Vivomer packaging in your general waste bin. Vivomer will biodegrade in a landfill environment at a similar rate to cellulose without creating microplastics in the environment.

We offer limited edition samples on certain products only, but are always looking into the most environmentally friendly way of offering samples across our range, they will be on website if available.

We offer refills of select products in our Community Hubs in Margate, London and Edinburgh.

We are happy to fill any container, not just our packaging, but please be sure to bring clean, dry containers into our stores for your refills. If old product is left in your container from a previous batch, there is a risk that this could affect the product's efficacy or safe usage period. Using dry, clean containers is a vital part of making sure the product you go home with is fresh and effective.

If you can't make it to one of our stores, we also sell refill pouches online, here.