FAQ's

Got a burning question? If you can't find the answer below, send us an email to hello@scientiabeauty.com. We love to chat. 

SHOPPING

Where can I buy Scientia?

Currently Scientia products are exclusively available on our website www.scientiabeauty.com

Can I change, update or cancel my order once I've placed it?

Email us at hello@scientiabeauty.com as soon as possible if you would like to cancel or change your order and we’ll do our best to get this amended. We tend to fulfil orders pretty quickly, but we’ll do our best to process your request if possible.

How can I check the status of my order?

You can view order status on your Account page.

Can I use multiple promo codes at checkout?

We authorise one promo code per order. If you’ve found two valid Scientia promo codes, you will need to choose the one you want to use more!

How can I check the status of my order?

You can view order status on your Account page.

What can I do if my payment is declined?

Here are a few things to check if your payment didn’t go through: check that your card’s billing details (such as the security code and billing address) exactly match what you’ve entered into our system. And then check the expiry date.

If all this info is correct your card issuer may have declined your payment. They don’t tell us the reason for this, so it’s best to check with them before trying your card again. If none of these apply, please contact us at hello@scientiabeauty.com. We’re always happy to help.

RETURNS & REFUNDS

How do I place a return or exchange?

We're sorry your Scientia product didn’t arrive as expected. Please reach out to hello@scientiabeauty.com with your order number and the product you'd like to exchange or return, letting us know your reasons. Please do note that we do not accept returns or exchanges for used or opened products, unless they’re proven not fit for use. For full details please refer to our terms of use.

What’s your return policy?

Changed your mind? No problem. We accept returns on unused and unopened products within 30 days. For the full details on our returns policy check our terms of use.

If your item is damaged or not fit for use upon receipt then please let us know and we will arrange for a refund or exchange.

To process your return, pop us an email at hello@scientiabeauty.com letting us know your name, address and order number and we’ll help you place the return.

You will be refunded in full to your original form of payment. Unfortunately we will not refund postage costs unless the product you received was damaged or not fit for use. If you received any promotional or other discount when you paid, any refund will only reflect the amount you actually paid.

How long does it take to process a return?

Please allow 5-10 working day for your refund to be processed.

What should I do if I receive the wrong product?

Oops! If you received a product that looks completely different than the one you ordered, we’re super sorry! Please send us an email to hello@scientiabeauty.com outlining the problem, giving your order number and we’ll be in touch shortly to sort this out.

SKIN CONCERNS

Can I use Scientia if I have sensitive skin?

Our products are full of anti-inflammatory oils and calming antioxidants that are ultra-soothing for angry, irritated or sensitive skin. But as with introducing any new skin care product, we recommend you patch test the products first. And of course, be sure to listen to your skin: if you do go through any flare ups, ease off on the products and get in touch with our customer service team via hello@scientiabeauty.com for more detailed advice.

What skin types are Scientia products suitable for?

We formulate our products to be suitable for all skin types, but if you’re worried about a formula please get in touch – we love to chat! We can tell you what’s in them and how they work. If you’d like to know a bit more about the ingredients in each product, check out our Ingredients Glossary on scientiabeauty.com – we explain the ingredients in each of our formulas, what they do and why they’re included.

Is Scientia non-comedogenic?

While that term is highly subjective, we do believe that we can safely say yes, our products are non-comedogenic. There are no ingredients in any Scientia products that should block pores and our products are always extensively tested on our lucky volunteers at Scientia HQ.

If I have oily skin, can I still use your Elixirs?

Yes, in fact we encourage it! Skin gets oily due to genetics, hormones or imbalances. Imbalanced skin occurs when natural oils are stripped away, your body overcompensates and produces an excess of sebum a.k.a. - oil. Since our Elixirs are packed with essential nutrients, fatty acids and antioxidants they give essential hydration, helping to regulate the levels oil your skin produces and resolve imbalances, no matter your skin type. For more info check out our blog on this very topic!

PRODUCT & INGREDIENTS

How can I find out more information about a product?

If you want any more information about any of our products, packaging, sourcing or otherwise just get in touch at hello@scientiabeauty.com to talk to a member of our team. We pride ourselves on being upfront and transparent, so we promise to answer all Q’s honestly and transparently.

Are your products natural?

Here at Scientia we used a mixture of natural ingredients and scientific (man-made) actives. We aim to create the most effective products imaginable, therefore if there’s a man-made ingredient (that’s safe for your skin) and can do it better - we’re going to use it to get the highest efficacy levels. If you do want an 100% natural product, we recommend our Dawn and Dusk Elixirs, which are completely natural and work amazingly.

Are you vegan?

Absolutely. Our products are completely vegan and our Dawn and Dusk Elixirs are also Vegan Society Approved. 

Ok...but are you cruelty free?

Yes and yes again! We firmly believe there is no reason to test on animals and we're super proud to be Leaping Bunny approved. This means we've been independently audited by the Cruelty Free International organisation to make sure we meet their strict criteria. A global programme, Leaping Bunny requires cruelty free standards that go above and beyond the normal legal requirements.

The internationally recognisable gold standard when it comes to cruelty-free products, being part of the Leaping Bunny programme means that we stick to a fixed cut-off date policy and proactively monitor all of our suppliers. Our supplier monitoring system is also independently audited. 

If you're keen to find out more about Cruelty Free International, Leaping Bunny or the Leaping Bunny criteria, please visit www.crueltyfreeinternational.org.

Do any of your products contain nuts?

Some of our products do contain nut oils. Every product on our site has a full list of ingredients on the product page which clearly states everything that is in each of our formulas. If you’re not sure or want to check, please get in touch via social media or pop us an email at hello@scientiabeauty.com.

Where are Scientia products made?

Scientia products are all proudly made and manufactured in the UK! Unlike most brands, we own our own research, development and manufacturing facilities, which means we mostly formulate everything ourselves.

Is your packaging environmentally friendly?

All of our carton packaging is FSC grade certified and we print using soy ink (which is more environmentally friendly than regular ink.) Our cartons are 100% recyclable. We try and use plastic alternatives (such as glass) wherever we can and also to make as much of our packaging as recyclable as possible. We’ll always continue to package our products in the most sustainable way we can without compromising on product efficacy.

Klarna Pay Later in 3 Instalments

How does Pay later in 3 interest-free instalments work?

Pay later in 3 interest-free instalments will allow you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by Scientia and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always monitor your payments’ schedule in the Klarna app.

Am I eligible for Pay later in 3 interest-free instalments?

To use Pay later in 3 interest-free instalments you must be at least 18. Whilst this option is widely promoted, Pay later in 3 interest-free instalments is subject to your financial circumstances. When choosing Pay later in 3 interest-free instalments, our assessment will not affect your credit rating.

What do I need to provide when I make a purchase?

If you want to make a purchase with Klarna using Pay later in 3 interest-free instalments, you'll need to provide your mobile phone number, email address, current billing address and a debit or card card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It's very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.

Will a credit search take place against me?

Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Scientia run credit searches against you that could impact your credit rating.

What are my payment options with Klarna?

Payment for your Pay later in 3 interest-free instalments will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment. You can always monitor your payments’ schedule in the Klarna app.

What happens if I cancel or return my order?

As soon as Scientia have accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due. The return will be reflected in the Klarna app immediately.

What happens if I don’t pay for my order?

Klarna will automatically attempt to collect your payment for your Pay later in 3 interest-free instalments purchase at Scientia from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment and you can always monitor the due date in Klarna app at your convenience. Your credit score will not be impacted by using Klarna’s ‘Pay later in 3 instalments’ product even if you have failed to pay on time.

I have been asked to go to the Klarna site. Is this correct?

You can view all of your Klarna purchases and payment schedule in the Klarna app or by logging onto Klarna.com/uk.

Is my payment information safe?

Payment information is processed securely by Klarna. No card details are transferred to or held by Scientia. All transactions take place via connections secured with the latest industry standard security protocols.

Can I pay before the due date?

Yes. Just go to the Klarna app or log onto Klarna.com/uk and pay off early.

I've received a statement, but I've not yet received my goods.

In the event that your goods have not been received please call Scientia to check on your order and delivery status. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

I have cancelled my order. How long will it take until I receive my refund?

As soon as the store has registered your cancellation or your return, the refund will be processed within 5-7 business days.

I have asked for a refund. How will I be refunded?

Refunds shall be issued back to the debit or credit card which was originally entered at checkout.

 

Klarna in 30 days

How does Pay later in 30 days work?

Once your order is confirmed, you'll receive an email with payment instructions within two days from Klarna. You'll then have 30 days to try on your order and only pay when you’re happy. Complete the payment online, at your convenience, with no extra cost. You can pay via credit or debit card in Klarna.app or by logging into

www.klarna.com/uk.

Am I eligible for Pay later in 30 days?

To use Pay later in 30 days you must be at least 18. Whilst this option is widely promoted, Pay later in 30 days is subject to your financial circumstances. When choosing Pay later in 30 days, our assessment will not affect your credit rating.

Will a credit search take place against me?

Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Scientia run credit searches against you that could impact your credit rating.

What are my payment options with Klarna?

You can pay with debit or credit card immediately in the checkout or take advantage of our Pay later in 30 days payment option, where you can pay for the goods once you have received them via credit card or debit card. You can always monitor your outstanding payments in the Klarna app.

What happens if I cancel or return my order?

As soon as Scientia have accepted your cancellation/return, then Klarna will cancel the statement or refund your payment. The return will be reflected in the Klarna app immediately.

What happens if I don’t pay for my order?

Payment is due 30 days after the item is shipped. To help you pay on time, we'll alert you two days before payment is due – you'll receive a push notification from the Klarna app or email reminders to pay – and, if very late, we’ll also send you a text or letter, too. Your credit score will not be impacted by using Klarna’s ‘Pay later in 30 days’ products even if you have failed to pay on time.

I have been asked to go to the Klarna site. Is this correct?

If you have chosen to Pay later in 30 days, Klarna will send you an email with further details on how to pay. Your email will contain a link to Klarna where you can settle your payment with your credit or debit card. You are always able to view payments instructions in the Klarna app.

What do I need to provide when I make a purchase?

If you want to make a purchase with Klarna you need to provide your name, address and email address. For some orders you may need to provide your mobile number or date of birth, too. All information will be sent to your email address, including payment reminders and links to your online statements. It's very important that you give us the correct details, as otherwise you will not receive the payment information.

Is my payment information safe?

Payment information is processed securely by Klarna. No card details are transferred to or held by Scientia. All transactions take place via connections secured with the latest industry standard security protocols.

Can I pay before the due date?

You can pay for your order at any point after you receive the email from Klarna with the details of your payment on. Just follow the instructions on this email or in the Klarna app to pay for your order.

Have you received my payment?

If you pay by card, Scientia will confirm your order right away. If paying by Pay later in 30 days, Klarna will send you a payment confirmation to the email address that you have used for your order. If you have made a payment but not received the payment confirmation, you can always check the status of your order and payments by logging in to the Klarna app or www.klarna.com/uk.

What happens to my statement, when I've returned the goods?

Once Scientia has received the return (partial or full) and you have received their confirmation of this, an updated statement will be sent to you by Klarna if you've made a partial return. With a full return, your statement will be closed. You are always able to monitor the status of your order in the Klarna app.

I've received a statement, but I've not yet received my goods.

You have 30 days to pay, so you don’t need to pay right away. If your due date is near and there is no sign of your goods, please call Scientia to check on delivery. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

I have cancelled my order. How long will it take until I receive my refund?

As soon as the store has registered your cancellation or your return, the refund will be processed within 5 business days.

I have asked for a refund. How will I be refunded?

If you have paid for your order with a card, the refund will be made back to the same card. If you have not paid the statement yet, then the refund will reduce the statement or cancel it completely.

I haven’t received an email with my statement/payment information.

If you do not have your statement number to hand you can log into the Klarna app or at www.klarna.com/uk, where you will find all of your orders and be able to make payments.

 

Talk to a person!

None of your Q’s answered above? Send an email to hello@scientiabeauty.com or get in touch with us on social and we can chat to your hearts content.