Frequently Asked Questions
Orders & Shipping
Q: How long will my order take to arrive?
A: Orders are processed within 2–3 business days. UK Standard Delivery takes around 3–5 working days. Tracked and Express options are not available at checkout but feel free to contact us for this option.
Q: Do you ship internationally?
A: At the moment, we only ship within the UK. We’re working on expanding to international customers soon—sign up to our newsletter to stay updated.
Q: What if my parcel is late, lost, or damaged?
A: If your order hasn’t arrived within the expected timeframe, or arrives damaged, please contact us at reens@sosereneldn.co.uk with your order number. We’ll be happy to help.
Products & Ingredients
Q: Are your products natural?
A: Yes—all of our products are handmade in small batches using carefully chosen natural butters, oils, and waxes, along with vitamin E and essential oils.
Q: Are your lip balms vegan?
A: Yes, our lip balms are vegan.
Q: Do your products contain preservatives or parabens?
A: No—we never use parabens, sulfates, or synthetic fragrances.
Q: Are your products suitable for sensitive skin?
A: Our formulations are designed to be gentle and simple. However, as with any skincare product, we recommend doing a patch test before use.
Q: My balm feels a bit firmer/softer than usual — is that normal?
A: Yes! Because our lip balms are made with natural butters and oils and no synthetic stabilisers, they respond gently to temperature changes. In cooler weather, they may feel firmer but will melt beautifully once applied. In warmer months, they’ll feel lighter and glide on even more smoothly.
Q: I noticed tiny grains in my balm — should I be concerned?
A: Not at all. Those small grains come from natural butter crystals (usually from mango or kokum butter) forming as the balm cools. It’s a completely harmless and natural process that melts instantly on your lips and doesn’t affect performance or hydration.
Returns & Refunds
Q: Can I return my order?
A: For hygiene reasons, we cannot accept returns on opened products. If your item is unused and in its original packaging, you may return it within 14 days of delivery. Please see our Refund & Returns Policy for full details.
Q: What if my product is faulty or incorrect?
A: If your order arrives damaged, faulty, or incorrect, please contact us within 14 days of receiving it. We’ll arrange a replacement or refund.
Other Questions
Didn’t find the answer you were looking for? Get in touch at reens@sosereneldn.co.uk and we’ll be happy to help.