FAQ

QUESTIONS AND ANSWERS

Our Products
Where can I buy your products?
Which products should I start using for my skin concerns?
Why is House of Life different to other organic brands?
Do your products contain clinically proven results?
Are your products safety tested?
Do you use preservatives in your products?
What do you mean by preservative free?
Are your products animal tested?
Are your products organic?
Are your products natural?
Do your products contain silicones, parabens or petroleum oils?
How many applications are in your products?
Can I use your oils without applying moisturiser?
How often should I use Completeskin® Anti-Ageing Face Cream?
Do your Completeskin® Anti-Ageing Face Creams contain SPF?
How often do I use your treatments oils?
How do I choose which moisturiser to use?
Which products work well together and offer optimum efficacies?
What does Completeskin® mean?
Is Completeskin® Anti-Ageing Face Cream suitable for oily skin?
Are your oils suitable for oily skin?
Can your creams be used under make-up?
Can your oils be used under make-up?
Can I receive samples?
I have sensitive skin, are your products suitable for it?
What does pharmaceutical graded mean?
What does Ecocert mean?
How long will your products last once opened?
Are your products suitable for vegans?
Are your products suitable for people allergic to nuts?
Are your products gluten free?
Are your products suitable during pregnancy?
Who do I contact for blogs or video postings?
Do you have an automatic replenishment service?
How can I become an authorised House of Life retailer?
Do you have a recommend a friend scheme?

Orders and Delivery

Can I track my order?
How can I cancel my replenishment service?
Where should I get my replenishments delivered to?
What do I do if I have not received my order?
What are your delivery options?
Can I change the delivery address once the order is made?
Can my order be delivered to multiple addresses?
Can my order be left at an alternate location if I am not available?
Do I pay customs if the order is shipped outside of Europe?
Do you deliver worldwide?

Returns and Refunds

Can I return a product that I have purchased from your online shop?
How do I return products that are purchased in store?
Can I cancel my order before I received it?
When do I get my refund?

Online shopping

What are your delivery options?
Do I need to register online to shop with House of Life?
Why should I register with House of Life?
What are your payment options?

My Account

What do I do – I have forgotten my password?
How can I change my delivery details?
How can I change my billing address?
How can I change or add a new delivery addresses?
How can I unsubscribe from House of Life emails?

QUESTIONS AND ANSWERS

Our Products

Where can I buy your products?

You can buy the House of Life collection here online in our House of Life shop. To see where else our products are stocked please click here.

Which products should I start using for my skin concerns?
If you have a specific skin concern, first select the treatment oil that most suits you from our range here. Then choose your favourite face cream from our range here and use in combination for around 3-6 months, until appearance of symptoms are reduced. Once happy, switch your combination to Quiescent Completeskin® Anti-Ageing Organic Face Oil and your chosen moisturiser, for all-round treatment which will help to tackle a full spectrum of ageing concerns. Treatments can be repeated once very 3-6 months to help prevention and reduce appearance of specific skin concerns.

Why is House of Life different to other organic brands?
Our formulations are drawn from proven Eastern recipes which are shared for the first time by one of the world’s most prominent natural medicine doctors, Dr Lali Gegeshidze from Georgia. Georgia is known as the global center of herbalism and our recipes combine generations of local plant knowledge with Western science to create effective organic anti-ageing solutions. Our products contain zero fillers and only organic or pharmaceutical graded ingredients. Each natural ingredient contains proven anti-ageing efficacies and we use just the right quantities of each to help repair the visual symptoms of skin ageing. Our wild herbs are rich with super antioxidants and our products are preservative free offering true natural and organic solutions that work.

Do your products contain clinically proven results?
Yes, each natural ingredient we use contains proves of its anti-ageing efficacy. For example we use high levels of knotgrass, clinically proven to help prevent and correct the appearances of sun-induced lines and help smooth the skin. Research shows that the sun is responsible for 90% of premature skin ageing. Our serums/oils contain zero fillers so each formulation is potent and pure.

Are your products safety tested?
Yes, all our products are safety tested by an independent laboratory in the UK and meet European safety standards.

Do you use preservatives in your products?
We do not add artificial preservatives to any of our products. Instead we blend our organic ingredients in such a way that gives a natural preservative action.

What do you mean by preservative free?

Preservative free means the product does not contain any artificial preservatives but contain organic preservative efficacies.

Are your products animal tested?

No, our products are not tested on animals.

Are your products organic?
All House of Life products contain at least 99.9% organic ingredients and most contain 100% organic ingredients. We strive to source organic ingredients where possible, however, some ingredients such as wild herbs are not always available in organic form. In this instance, we try to source pharmaceutical graded ingredients. Pharmaceutical graded ingredients are not sprayed with chemicals and are farmed or grown in small quantities, often in the wild.

Are your products natural?
Our products consist of 100% natural ingredients.

Do your products contain silicones, parabens or petroleum oils?
No, our products do not contain any silicones, parabens or petroleum oils or any artificial or harmful ingredients.

How many applications are in your products?
Our products are highly potent and can be used as frequent as you wish. The application schedule below is based on twice a day usage for creams and once a day for treatment oils. Our oils are highly concentrated and formulated using the optimum levels of herbs, vegetable and fruit ingredients. One pump of our treatment oil may be more active than the similar quantity of another brand.
Serene Completeskin® Anti-Ageing Face Cream (50ml) 45 (6-8wks)
Symmetry Completeskin® Anti-Ageing Face Cream (50ml) 45 (6-8wks)
Vivace Completeskin® Anti-Ageing Face Cream (50ml) Quiescent Completeskin® Anti-Ageing Face Oil (15ml)
Epitome Completeskin® Anti-Ageing Body Oil (15ml) Equalise Anti Wrinkle Face Oil (15ml) (4-5wks)
Reclaim Anti-Age Spot Face Oil (15ml) 5wks)
Illumine Anti Blemish Face Oil (15ml) 5wks)
45 (6-8wks) 26 (4-5wks)
20 (4wks) 26
26 (4- 26 (4-

Can I use your oils without applying moisturiser?
Yes, they can be used on their own without using a moisturiser, however, for maximum results use together with one of our Completeskin® Anti-Ageing Face Creams.

How often should I use Completeskin® Anti-Ageing Face Cream?
For optimum effect, use day and night, but feel free to tailor to your routine and tastes.

Do your Completeskin® Anti-Ageing Face Creams contain SPF?
No, our multi-benefit creams are designed for day and night use and we believe that SPFs have no place in overnight care. Following herbalism principles we also choose to use concentrated active anti- ageing ingredients destined to help penetrate the skin rather than remaining on its surface. Our Completeskin® Anti-Ageing Face Creams contain high level of knotgrass, clinically proven to help prevent and correct the appearances of sun-induced damage and help smooth the skin. If you like to use an SPF, we recommend using a lightweight formula after applying moisturiser.

How often do I use your treatments oils?

For optimum effect, we recommend you use day and night under our Completeskin® Anti-Ageing Face Creams, but feel free to tailor to your routine and tastes.

How do I choose which moisturiser to use?

We offer three options of Completeskin® Anti-Ageing Face Cream, each designed to enhance a specific mindstate. Serene helps induce calmness and reduces stress with organic Geranium and Cedarwood essential aroma oils, Symmetry helps give a sense of balance with organic Frangipani and Cedarwood oils, while Vivace helps give an energy boost with organic oils of Rose Otto, Ylang Ylang and Tangerine.

Which products work well together and offer optimum efficacies?
All our products are designed to work together. For best results use our treatment oil together with in combination with our moisturisers.

What does Completeskin® mean?
Completeskin® is our signature range, made with a host of active plant ingredients and mood-enhancing aromas to give a full spectrum of anti-ageing benefits. We believe in simplicity, value and potent results and the Completeskin® concept offers everything in one, while the individually fragranced formulations allow for a tailor- made routine to suit your needs and phase of life.

Is Completeskin® Anti-Ageing Face Cream suitable for oily skin?
Our products are developed for all skin types, but we understand that what suits one complexion may not suit another. In our pre-launch trials, 99% of the panel found the cream absorbed incredibly well and quickly, with no concerns recorded for oily skin.

Are your oils suitable for oily skin?
Our oils are developed for all skin types, including oily skin. The formulations are super smooth and designed to absorb incredibly quickly after application but we understand that what suits one complexion may not suit another.

Can your creams be used under make-up?
Yes, we evaluated this on a range of skin types in our prelaunch customer trials. However, we understand that all complexions and make-up formulations differ, and will fluctuate in different climates. For best results, leave moisturiser to penetrate the skin for a few seconds before applying make-up.

Can your oils be used under make-up?
Yes, our super smooth oils absorb incredibly well and quickly. However, we understand that all complexions and make-up formulations differ, and will fluctuate in different. For best results, leave the oil to penetrate the skin for a few seconds before applying make-up.

Can I receive samples?
Unfortunately, we cannot offer a sample service. However, we do offer a very special 15% early bird discount at launch for your first purchase. To try our products, please click here.

I have sensitive skin, are your products suitable for it?
Our products are developed for all skin types, but we understand that what suits one complexion may not suit another. Therefore, if you do have particularly sensitive or hypoallergenic skin we always recommend that you check the full ingredient listed per product in our shop and try a little on the inside of your wrist before using the product more widely.

What does pharmaceutical graded mean?
Pharmaceutical graded ingredients are grown in small batches without artificial growth hormones or chemical sprays.

What does Ecocert mean?
This guarantees the formulation is certified and contain 100% organic ingredients.

How long will your products last once opened?
We list this information per product on packaging so look out for this symbol as it will show how many months (M) it can be in used for, once open. Because our products are organic and highly active, please do not use these after 24 months from purchasing.

Are your products suitable for vegans?
Our products contain only natural ingredients and are suitable for vegans. Please note that all our creams contain natural beeswax that is derived from bees.

Are your products suitable for people allergic to nuts?
Yes, they are. None of our products contain nuts.

Are your products gluten free?
Yes, they are gluten free.

Are your products suitable during pregnancy?
Generally our facial oils are suitable during pregnancy. However, we would recommend that you consult your GP or a qualified therapist before using our products, specifically our body oil that is highly potent and is applied on a much larger area than the face.

Who do I contact for blogs or video postings?
Please contact our marketing & PR department at: marketing@houseoflifelondon.com

Do you have an automatic replenishment service?
Yes, we offer a House of Life replenishment service with a special 10% loyalty discount. Simply choose what, when and how often you want and we can deliver to your home or workplace. This is also a great gift idea. Contact us here.

How can I become an authorised House of Life retailer?
Please contact our distribution department at: trade@houseoflifelondon.com

Do you have a recommend a friend scheme?
Yes, we do offer this occasionally to say thanks to our loyal customers. You will receive a House of Life £25 voucher each time you recommend a friend and they make their first purchase. If you would like to be notified as and when this become available please sign up to our newsletter. Please click here to join.

Orders and Delivery

Can I track my order?
Yes, when using our express delivery service. Once your order is dispatched, we will send you an email with your order details and tracking details. Standard deliveries are not tracked.
Do you have an automatic replenishment service?

Yes, we offer a House of Life replenishment service with a special 10% loyalty discount. Simply choose what, when and how often you want and we can deliver to your home or workplace. This is also a great gift idea. Contact us here.

How can I cancel my replenishment service?
You can cancel at any time by updating your online account preferences or by contacting us here.

Where should I get my replenishments delivered to?
We recommend you use a secure, manned location such as your workplace. This will ensure that your products are received safely and on time. If it is a gift then we recommend you choose our express service as this allow you to trace and track your order and a signature is required on arrival of the product(s).

What do I do if I have not received my order?
If you have selected standard UK delivery, please allow up to 7 working days for your order to arrive. If your parcel has not been delivered after 7 days then please contact your local sorting office to find out whether they have your parcel. If you have opted for express (2-3 days) or next day delivery, then there is an option for you to trace and track your order with the respective shipping company. Your shipment details are sent to you once the order is dispatched. This information allows you to trace and track your order.
We recommend that you use your workplace address as delivery address if you have one. In our experience this has a much higher rate for the order to be delivered on time to you.
In the circumstance that you need further help from us then please contact our customer services department and we are more than happy to help you investigate, please email us at: customerservice@houseoflifelondon.com

What are your delivery options?
We offer free standard delivery within the UK. We also offer express or next day delivery within the UK, Europe and worldwide. This is chargeable to your bill. For more information please click here.

Can I change the delivery address once the order is made?
Once your order is confirmed you can change your order address in ‘My Account’ if your order has not been processed or dispatched.

Can my order be delivered to multiple addresses?
Please make different orders for each address. Please enter addresses as part of the normal order process at checkout.

Can my order be left at an alternate location if I am not available?
If your parcel is too big to fit through your letterbox, or you are using our express delivery service then the package will need signing for. We cannot leave the delivery in unattended location.

Do I pay customs if the order is shipped outside of Europe?
Yes, customs and taxes are applied outside of the European Union. You may have to pay these additional charges directly with the relevant authorities. The amount of customs and taxes depend on which country your order is shipped to. Please check these requirements with the relevant authorities before you place your order. We may, at our discretion, require payment by bank transfer prior to shipping your order.

Do you deliver worldwide?
We offer express and next day delivery to most countries worldwide – please check our shipping destinations here.

Returns and Refunds

Can I return a product that I have purchased from your online shop?
Yes. You simply need to let us know and then send it back to us, within 14 days of purchase and we can then offer an exchange or refund. To return products please download a return form here. Please include the return form accompanying your returned product(s) to us. Please note we only accept returned products that are unopened and in their original packaging. We will endeavor to refund or exchange your purchase within 14 working days from the date we receive the returned products.

How do I return products that are purchased in store?
Each retailer has their respective return policies. Products that are bought in a store and not directly with us should be returned to the respective store where they were brought from. Purchase receipt will be required. Please contact the respective retailers to find out about their return policies.

Can I cancel my order before I received it?
Yes, you can cancel your order at any time before it is processed and dispatched. However, once it leaves our hands you will need to wait for it to arrive and then treat it as a return.

When do I get my refund?

Once we received the returned products, we will endeavor to refund or exchange your products within 14 working days. Please note refund will only be made if the products are unopened and in their original packaging.

Online shopping

What are your delivery options?
We offer free standard delivery within the UK and express or next day delivery within the UK, Europe and worldwide. Find more shipment information here.

Do I need to register online to shop with House of Life?
No you can shop instantly as a guest – visit our store here. However creating an account makes life a lot easier and also gives you multiple rewards and benefits – from stored order preferences to access to our newsletters and exclusive services.

Why should I register with House of Life?
Registering with us allow you to benefit from our exclusive offers, launches, promotions and latest news before everyone else. You will also have access to our special services including our product replenishment subscription service and recommend a friend scheme.

What are your payment options?
You can pay by debit card, credit card or PayPal.

My Account

What do I do – I have forgotten my password?
You can recover your password from your log in page by requesting a new password here.

How can I change my delivery details?
To change your delivery details please access your account and update them in the ‘delivery settings’. Log in to your account here.

How can I change my billing address?
To change your billing address please go to your account and change them in the ‘billing settings’. Log in to your account here.

How can I change or add a new delivery addresses?
Simply go to your account and change your delivery address under ‘delivery settings’, where you can additional delivery addresses. Log in to your account here.

How can I unsubscribe from House of Life emails?
You can click on the ‘unsubscribe’ link at the bottom of our emails or by logging in to your account and selecting ‘opt out’. You can log in to your account here.