HELP & FAQs
Find answers to your questions about Christal Cosmetics, from product details to orders and returns. Whether you need information on ingredients, shipping, or how to use our products, we’ve got you covered. Explore our FAQs below or reach out if you need further assistance.
WHOLESALE PRODUCT DETAILS
Yes. Christal Cosmetics uses botanical ingredients with ethical sourcing and is completely cruelty-free. This positioning helps you attract conscious consumers who prioritize clean beauty and ethical practices.
Our formulations are designed specifically for melanin-rich skin, addressing concerns like hyperpigmentation, dehydration, and oil imbalance. While formulated FOR Black and ethnic skin, the botanical ingredients work effectively across all skin types.
No. Our products use natural botanical extracts, which appeals to customers seeking clean, non-toxic skincare. This is a strong selling point for health-conscious consumers and professional settings like pharmacies.
Primarily for melanin-rich skin customers seeking solutions for hyperpigmentation, dehydration disguised as oiliness, and products specifically formulated for how their skin behaves. This fills a significant gap in most retail skincare offerings.
The Clear Skin Starter Pack (£20 retail) is our hero product – a 14-day introduction to the 4-step routine. The Glow Kit range and targeted treatments (Lactic Acid Serum, Tranexamic Acid Serum) are also customer favorites with strong repeat purchase rates.
Many of our products are vegan-friendly and made with plant-based ingredients. Check each product page for details.
Full ingredient lists are available on each product page and packaging. We prioritize transparency so your customers can make informed choices. We’re happy to provide additional ingredient information for professional consultation.
Products range from £6 to £27 retail, with the Clear Skin Starter Pack at £20 being the ideal entry point for new customers. Wholesale pricing offers strong margins while keeping retail prices accessible.
Keep products in a cool, dry place, away from direct sunlight and heat. Close lids tightly after use.
No. Our focus is on targeted botanical treatments for melanin-rich skin concerns. Customers can layer their preferred SPF if desired.
Cant find an answer? ask us
Returns & Exchanges
Yes, you may return most new, unopened items within 28 days of delivery for a full refund of the product price.
If we sent the wrong item or it arrived damaged, we will cover the return shipping cost or arrange collection. Contact us within 7 days of receiving your order at info@christalcosmetics.com.
- Notify us within 7 days by emailing info@christalcosmetics.com.
- Send the item back unused and in its original packaging.
- If eligible, PayPal may refund your return shipping cost (activation required before purchase).
- If returning due to a change of mind, you cover return shipping costs.
- If you received free delivery, Christal Cosmetics’ original delivery cost will be deducted from your refund.
Refunds are processed after receiving and inspecting the returned item. If you paid via PayPal, Klarna, or credit card, refund times may vary based on your payment provider’s policies.
Christal Cosmetics
Customer Returns Department
2 Greenstreet Hill
London SE14 5SR
We do not process exchanges for orders received later than 28 days from purchase.
For peace of mind, use a tracked or recorded return service. Christal Cosmetics is not responsible for lost returns.
Shipping & Orders
We despatch in-stock items within 1-3 working days for UK orders and 1-5 working days for international orders. During busy periods, processing may take longer.
- UK: Royal Mail 1st Class or a national courier, depending on order size and value.
- International: Royal Mail Airmail or international couriers
- UK: Allow 2 working days after dispatch.
- Europe: Allow 7 working days before contacting us.
- International: Allow 14 working days before contacting us.
Yes, we offer Click & Collect for customers near our South East London location.
If your order hasn’t arrived, please:
✔ Check with neighbours or your local sorting office.
✔ Track your parcel if a tracking number was provided.
✔ Allow 5 working days for UK First Class, 7 working days for Europe, and 14 working days for international parcels before contacting us.
✔ For International Courier shipments, contact us for your tracking number.
If your parcel has not arrived within 7 days (UK), 14 days (Europe), or 21-28 days (International), we may send a replacement after checking standard delivery timelines.
Shipping rates depend on weight and destination:
- International: Shipping is calculated at checkout based on your region.
- UK: Small parcels from £4.45, medium parcels from £6.80.
- Europe: Standard delivery £15/30kg, Rest of Europe £25/30kg.
Yes, we ship to Europe and internationally.
For international orders, import duties and taxes are the responsibility of the buyer.
