FAQ

Orders & Shipping

How long will it take to receive my order?

We aim to dispatch your order within 2-3 working days, but remember we don’t dispatch on weekends or on Public Bank Holidays. Delivery can take a further 3-5 working days via the Royal Mail. Orders to the Scottish Highlands or Channel Islands may take an additional day for delivery. Cut off time for standard UK deliveries is 12 noon.

What are the delivery charges?

Your delivery charge will appear in your basket once you add your delivery address, this should help you understand the full price before you make your purchase. Delivery charges are weight dependent and will vary between £3.49 and a maximum of £4.99 for any medium sized parcel up to 20KG

International Deliveries?

If you live outside the UK and want to have our products delivered, please contact us at info@choosewell.co.uk and let us know where you are and what you would like to buy.

Will my order be trackable?

All our UK standard deliveries are sent via Royal Mail 48 and these are not tracked services. We receive a notification from the Royal Mail upon final delivery, which helps us to know that your parcel has arrived safely.

My order hasn’t arrived. What should I do?

We’re really sorry to hear that your order hasn’t arrived. First of all, get in touch with us at info@choosewell.co.uk. Royal Mail deliveries can get delayed, but check with your neighbours and the local Royal Mail sorting office to see if your parcel is waiting for collection.

What if I’m not in when my parcel arrives?

The Royal Mail will normally leave a card and a note for you to collect your item at a local office.

Can I cancel my Order?

Yes. A refund can be arranged if you have told us within 30 days of receiving your items that you wish to return your goods. After this, you then have another 30 days in which to return the goods. If you want a refund, get in touch with us at info@choosewell.co.uk and we can help find a solution.

Returns and Refunds

I've changed my mind. Can I get a refund?

If you have changed your mind within 30 days of receiving your product and wish to return them to us unused, please contact us at info@choose-well.co.uk for the return mailing address. Please note that we can only accept products for return if they have been un-opened and un-used. In order to be eligible for a refund, you have to return the product within 30 calendar days of your purchase. The product must be in the same unopened condition that you receive it and undamaged in any way. If the product has been opened or is damaged in any way, or you have asked for the return after 30 calendar days have passed, you will not be eligible for a refund.

How do I send my return?

Pack your product (in its original packaging if possible) and post from a post office to retain proof of payment and posting. This is very important to track the parcel, in the event of us not receiving it.

When will I get my refund?

After we receive your item, we will inspect it and process your refund. The money will be refunded to the original payment method used during the purchase. For credit card payments it may take 5 to 10 business days for a refund to show up on your credit card statement.

Social Enterprise

What is a social enterprise?

A social enterprise is an organisation that applies commercial strategies to maximise improvements in human and environmental well-being. ChooseWell UK Ltd is registered as a UK Limited Company. We apply a commercial approach to creating and selling honest products, that make an honest profit, which is then given to good causes. We are a “Profit with Purpose” business and use the profits we generate to fund work that helps improve the lives of people and protects the environment. Our mission at ChooseWell is, to help the world transition to a more sustainable future, so everything we do is aimed at achieving that mission.

How does the ChooseWell business model work?

We believe in the power of brands to change the world for the better. We operate like any for profit business, investing in all the things necessary to create great products and stay competitive. The main difference to other “for profit” companies, is that we donate proceeds from the sale of every product to help fund the work of our impact partners. We fund life changing and lifesaving projects. We always have and always will exist to help the world transition to a more sustainable future. Every decision that we make is ultimately about maximising the impact that we can have by funding life-changing projects around the world. That’s why we describe our products as being more that just soap, it’s an ordinary product with an extraordinary purpose.

What is our mission statement?

Our mission is to help the world transition to a more sustainable future. We believe that the United Nations Sustainable Development Goals provide a blue print for a brighter future and we are happy to support and work with charities that align themselves with the United Nations Goals.

How does ChooseWell fund itself?

Although we operate as a sustainable business, we’re different to most other companies in that we do not have external investors. We are 100% self-funded, which means that we don’t need to re-pay interest on loans. This is great because it allows us to direct as much of our resources to achieving our mission and funding projects that have long lasting impact.

What percentage of profits go to charities?

We aim to give 100% of our profits to Charity. We want to have as much impact as possible in order to help the world transition to a more sustainable future. In order to achieve a higher level of impact we make decisions aimed at growing the business. To do this, we may need to retain some of our profits to invest in growing the business. Every decision we make is about maximizing the amount we can give to charity over the long term, which is why we describe ourselves as “all for charity”. We do not have external investors or shareholders, so every decision we make is in the interest of increasing the amount we can donate to our charity partners. Even in a year in which we choose to retain some profits, we guarantee that money from the sale of every product will still go to our hard working charity partners. Even in a year where we may not make a profit, we still guarantee that money from the sale of every product will go to charity.

Products and Ingredients

Are ChooseWell products natural and organic?

We have focused on naturally derived and vegan friendly ingredients wherever we can without compromising on luxury and quality. We do not use SLS, SLES or Parabens in our formula. We use water from the Lake District and the Aloe Vera Juice extract in all of our hand washes is 100% COSMOS certified Organic.

We create safe and effective products and we believe you have the right to know what’s inside the products that you use, so you can make the best choices for yourself and your family.

But more and more, terms like organic, natural and botanical are used loosely used by different brands to describe their products, and it can be hard to know what they all mean. It is normal that the process of extracting a natural element from a plant-based material, that the molecule of that ingredient is altered as it is processed. The extent to which the molecule is processed and altered is what drives our definitions. We are transparent in terms of the ingredients we choose and the definitions we use.

  • Naturally Derived, is a term that will we use to describe an ingredient where between 50% and 75% of the ingredient’s molecule comes from a plant source, a non-petroleum based mineral source, or some other natural source.
  • Plant Based, is a term that will be used about an ingredient where more than 75% of the ingredient’s molecule comes from a plant source.
  • Organic is a term that will only be used about an ingredient where more than 95% of the ingredient’s molecule comes from a plant source, a non-petroleum based mineral source, or some other natural source and the ingredient has been externally certified by COSMOS as being organic.
  • Terms that Apply to the whole formula and not just individual Ingredients. If 90% or more of the ingredients by weight (excluding water) are naturally-derived plant based, or organic, we feel it is reasonable to refer to the product or formulation itself as naturally-derived. We will always publish the percentage of naturally ingredients on our label so that you can make an informed choice.
Do ChooseWell products contain palm oil?

We only use sustainable palm oil, which means that the palm oil has been sustainably produced without harming the rainforests.

Will hand wash kill Covid-19?

Coronavirus can live for more than 24 hours in indoor environments and the Government recommends that washing your hands with soap and water for at least 20 seconds, or using hand sanitizer, regularly throughout the day, will reduce the risk of catching the virus. Learn More

What safety standards are ChooseWell products tested for?

DERMATOLOGICALLY TESTED Because our products are made for humans, we believe in testing our product in a real-world situation. Only this type of testing leads to the accreditation of Dermatologically approved. Dermatologically tested products are tested by using a patch test and applying the product to the human skin and monitoring the skin's reaction over repeated uses over a 7-day period. 24 people are used as part of the trial to ensure that the product passes all safety standards over the course of sustained use. All of our products have been passed by this rigorous third-party testing and achieved the gold standard of Dermatologically Approved.

SAFETY TESTED When combining many different natural and plant derived ingredients, it’s important to ensure that the resulting formula is safe for its intended use. That’s why we rigorously test our products to ensure they remain as good as the day they were made. For example, our chemists conduct integrity testing to confirm that conditions like heat and cold won’t impact the look, feel or performance of a product. All of our products have been tested to comply with cosmetic industry standards prior to achieving safety certification.

Are ChooseWell products tested on animals?

Being a cruelty-free brand is hugely important to us, as it fits with our ethos to care for the world we live in and for those we live with. We are strongly against animal testing and proud to be a cruelty free brand. We believe all animals should be respected. We do not test on animals and never ask others to do so on our behalf. Our products are designed to be used by people and so they are safety tested on people, not on animals.

Are ChooseWell products vegan?

All our products are vegan friendly. They are made with high levels of naturally-derived ingredients, they are suitable for vegetarians and vegans meaning we do not use animal derived ingredients.

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