How long will it take to receive my order?
We send out all orders within 2 working days of receiving them from Monday to Friday. We use Royal mail to send orders within the UK and it can take up to 5 working days for your items to reach you. For large and urgent orders in the UK we use Next Day DHL Express service. For the rest of the world we use DHL and FedEx and it usually takes up to 7 working days for your items to reach your destination. This can be shorter or longer, depending on which country you are in.
Are all your ingredients organic?
We can say that at least 95% of our ingredients are organically grown, however we are unable to certify them as most of our ingredients are obtained from uncultivated and isolated organic desert and mountain farms in The Middle East. We travel 3 times a year to source the very best of organic ingredients and make sure that their quality is exceptional. We believe that obtaining the best ingredients will ensure that our customers see positive results after using our products. We regularly post on social media about our ingredients and where we obtain them.
Do you use preservatives in your products?
According to UK/EU/KSA cosmetic standards, we are required by law to add a preservative in each product that contains water in order to prevent the growth of bacteria and fungus. We spent many weeks researching and looking for the safest and most eco-friendly preservative that will not harm or dry the skin in any way and we put this in all our products that contain Zamzam mineral water, such as hand creams and lotions. We have also stated in the ingredient list the amount of preservative we use to show our customers how we use very little (less than 2%). This means however, that water based products, such as organic creams may not last more than 3 months if they are not kept in cool environments. We provide a sanitised spoon to use with our creams to prevent contamination from fingers. All of our dry products, such as the soaps, have no chemicals, stabilisers, fragrances. colourings or preservatives in them too.
I haven’t received a despatch email/email confirmation?
Please send us an email and we will check that your email address has been entered correctly. Some customers misspell their email addresses and therefore do not receive our emails.
How do I know which products are suitable for my skin type?
You can find out the benefit of each product in their stories on each product page. As a general rule, sidr honey, frankincense and myrrh products are great for normal to dry skin and skin tightening. Madina rose, neem, blackseed and sidr products are great for acne and oily skin. We have created a drop down menu under "Skin Types" for you to see the recommended products for you. You can also contact us via phone or email and explain to us what type of skin/hair/condition you have and we will be more than happy to suggest the right products for you.
Can I collect from a local store?
Unfortunately we do not have a physical store yet where customers can pick up orders. All orders must be placed online and they will be sent with the relevant courier service.
Where are your products made?
We have a small laboratory/workshop in Buckinghamshire where we hand make all of our products on a regular basis. We enjoy this immensely, as we are very passionate about the boutique and take great pride in ensuring that you receive fresh products from us each time you make an order.
Are your products safe for babies and children?
Yes, most of our products are safe to use on babies and we have made a note of the products that are especially good for newborns and small children. Please see the notes written in the description box on each product page to check if the product is suitable for children's skin or not.
Do you offer wholesale prices?
Please contact us via email if you would like to stock our products in your spa, store or boutique and let us know which products you are interested in and the quantities you need and we will get back to you with a quote, prices and information about availability and the time it will take to produce the number of products you would like.
How is Zamzam water used in your products?
We use Zamzam water in our leave-on products and in our soap bars, as it evaporates when it dries, leaving behind its valuable minerals. None of our Zamzam products are meant to be washed off the skin (i.e., face creams and lotions) and therefore it is not wasted. Our skin is the largest organ in our body and we can nourish and heal our bodies internally via our pores, which are gateways to our blood stream, so we chose to use this miracle water to benefit those who cannot get hold of it to drink. We are fully licensed by UK and Saudi FDA to use Zamzam water in our products, however we cannot re-sell it for drinking purposes.
Can someone help recommend me the best products for my skin and hair?
Yes of course, you can email, call or chat with us during the week and a member of the team will be more than happy to speak to you about the products that are most suited for your skin and hair type :)
Can I track my order?
Yes. You will be sent a dispatch confirmation email as soon as your order has been processed. This email will also contain your tracking number.
Can I get a refund or replacement for my order?
Once we receive your item(s) back, our returns department will inspect the goods. We aim to process returns within 5-7 working days of receiving them. You will be notified by email once the return is complete and a refund has been issued back to your card or a replacement product has been sent out to you once the product has been deemed as being unopened and in excellent condition. If the item(s) is being returned because you did not like it or it is faulty, we will send you a pre-paid label to send the item back and a courier will pick it up from your address. If the item is not faulty, we require that you cover the cost of sending it back via tracked mail so you can be assured that we have received it. When returning your products please remember to do so within 30 days of receiving them and include your original invoice, without this it may delay your refund. Should you have any queries about your return, please feel free to contact our Customer Service team via email.
Are your products suitable for people with eczema?
Yes, we have formulated special products with neem and sidr to help treat the symptoms of eczema, rashes and psoriasis. We highly recommend our Neem and Sidr Soap, Neem and Moringa Face Cream, Aloe Vera and Neem Hand and Body Lotion and Pure Organic Sidr Oil.
The international shipping cost is expensive. Do you have alternative options?
We choose the best affordable and trackable and signed for postal services, so that the items can reach you safely and in the quickest possible time. Due to Brexit, international shipping rates have gone up and there are more delays, which is why we only use DHL now for most shipments. However, we do offer a standard and more affordable Royal Mail option to our customers, but it can take twice as long as DHL to arrive.
I changed my mind about the products, can I send them back for a full refund?
Yes of course, if they have not been opened and the packaging is intact and not damaged. We advise that you return them as soon as possible using a tracked delivery service, so that your item is easily located and the case swiftly dealt with. We will only refund products that have been sent back within 30 days of you receiving them.
What happens if I get an allergic reaction to your products?
We list all of the ingredients on each product page and it is the sole responsibility of the customer to check that he or she is not allergic to any of the ingredients in the product. You would need to do a patch test, if you are unsure. To do this you need to apply the product on the area it is meant for and monitor it for at least 24-48 hours. Should you get an allergic reaction, we advise that you stop using the product immediately, wash the area with cold water and consult a doctor. Please note that with deep cleansing products, such as the Charcoal and Blackseeds Soap, you may experience an increase in acne and toxin build up on the surface of the skin. This could be a great result, as it means the product is working from deep within to draw out all the impurities. However, this should not last for more than 14 days (depending on how congested your skin is) and the skin will start to clear up.
How quickly can I expect to see results from your skincare?
It depends on how your skin responds to the products and it varies from person to person, some customers see results immediately, while others take longer. One of the most important things you can do for your skin is take the time to find the right products for your skin type and use them consistently (a minimum of 14 days) to see results. If you have a reaction to any of the ingredients, stop using the product and consult a doctor.
Can your products be used by pregnant women?
Yes they can, as our products are natural and organic. However, we always advise customers to consult their doctor and to avoid using blackseed, cinnamon and myrrh products, which are known to not be good for pregnant women.
Can I make special gift wrap requirements for my order?
Yes you can, just send us an email with your order number and let us know what you would like us to do for you or write the requirements in the Additional Notes text box on the product page before you check out :) If the order is being sent to a different name and address than the customer's billing address we will assume it is a gift, wrap it and not include a printed receipt in the order. You can let us know also if the order is urgent and needs to be received within 2 days and we will do our best to make sure it gets delivered on time.
Why does the coupon code not work at checkout?
Coupon codes can only be used once per customer, unless specified otherwise and cannot be used in conjunction with other coupon codes.
Coupon codes will not work on items that are already discounted/on sale.
Coupon codes may also not work on some collections that we have excluded from the offer.
If you are still experiencing problems, please contact us and we will sort it out for you.