FAQs
SHIPPING
Yes! We ship throughout the UK and Internationally. Delivery within the UK costs £4.99 and will take around 3-5 working days but for orders over £30, postage is on us! For European customers please order via our stockists such as Sephora, Zalando or House of Organics. Shopping in the US or Canada? Visit us.bybi.com or via Target and Morphe respectively. Please note you are responsible for any customs payments for deliveries outside of the UK.
If you order before 1pm Monday - Friday, it should be dispatched the same day. If you order after this time, it will dispatched the following working day. Standard delivery takes 3-7 working days once dispatched and if there's ever a delay, a member of our team will be in touch. Unfortunately we cannot take responsibility for parcels that are signed for by anyone other than the intended recipient.
To edit your details, please contact us at [email protected] within one hour of placing your order. Unfortunately we're unable to make amends to your order once it’s been processed.
MY ORDER
Every country has its own import restrictions and customs procedures which at times may restrict you from ordering various products. Please do familiarise yourself with any that may affect your order prior to placing so that there are no delays or returns when delivering your parcel. In line with this, any potential customs fees incurred are the sole responsibility of the customer.
Please double check all your details, including your billing address. If you’re still experiencing issues placing your order, please contact your bank directly prior to emailing our team.
If you’re a first-time customer, welcome! Get 20% off your first order by signing up to our emails. You’ll also be the first to know about our exclusive offers.
If you’re having issues please contact us at [email protected]. Please note all valid promotional codes will be distributed via a BYBI social channel, newsletter, associated company or a member of our team. Only one promotional code can be used per order.
If you’ve forgotten your password or can’t log into your account, please click the ‘forgot your password?’ link on the login page and you’ll be able to reset it from there. If you continue to experience issues, please contact us at [email protected].
We’re unable to make amends to your order once it’s been processed. If you would like to amend or cancel your order, please contact us via [email protected] within one hour of placing it. If your order has already been shipped, unfortunately we're unable to cancel it.
Please check your spam folder prior to contacting us at [email protected], where we'll be happy to help.
Once your order has been dispatched you'll be sent a confirmation email with your tracking number. If for any reason you didn’t receive your tracking number, please contact at [email protected] and we'll be happy to help.
In the unlikely event that your order is missing an item or contains an incorrect product, please send a photo of how your parcel arrived to [email protected] and we'll be happy to help.
We currently do not accept returns for hygiene reasons, as we do not use seals on our products to reduce the amount of non-recyclable plastic waste. The responsibility is on the customer to check the product description, including the full ingredients list, suitability information and directions of use in relation to potential skin reactions and allergies prior to purchase. In the unlikely event of receiving a faulty product, please contact us at [email protected] and we'll be happy to help.
PRODUCTS & PACKAGING
Can’t find the answer you’re looking for? Contact us at [email protected] and our Customer Care team will be happy to help.
We are proud to say we do not test any of our products on animals.BYBI believes that beauty should be cruelty free. We are also proud to be Leaping Bunny approved. A global programme, Leaping Bunny requires cruelty free standards over and above legal requirements. All our products are approved under the Cruelty Free international Leaping Bunny programme, the internationally recognisable gold standard for cruelty free products. We adhere to a fixed cut-off date policy and proactively monitor our suppliers to ensure that our products continue to adhere to the Leaping Bunny criteria. Our supplier monitoring system is also independently audited. For more information about Cruelty Free International, Leaping Bunny and Leaping Bunny criteria, please visit www.crueltyfreeinternational.org
All of our skincare products are 100% vegan and are certified with The Vegan Society.
All BYBI products are certified vegan with The Vegan Society and Leaping Bunny approved. Our Glowcurrant Booster is also Upcycled Certified.
We strive to create innovative products which are suitable for all skin types, but as all skin is different and may react differently, please do ascertain skin suitability on each product page under the 'Who's it for' tab. If you’d like some assistance deciding what would work best for you – our team are on hand to help. Contact us on Instagram, Facebook or by email at [email protected].
"Patch tests are used to determine how your skin reacts to a product. It is important to patch test before introducing a new product to your routine as skin is unique, something that is fine for one person could be highly irritating to another. How to patch test? Apply a small amount of product to a clean area of skin - we recommend the inside of your elbow. Keep the area dry and assess after 24 hours. If any irritation, burning, itching or redness occurs during the test, do not continue to use the product. If you have very sensitive skin, we recommend patch testing new products as outlined above for several days before using it on the intended body part. Although patch testing is a good indication of how your skin initially reacts to a product, it doesn’t guarantee that you will not get a reaction when applying the product to other areas of the body or after continuous use. Patch testing can not diagnose contact dermatitis or hypersensitivity. Speak to your GP if you are concerned about the above or if you are planning on introducing a new product into your routine."
All of our products are developed in our London lab by our Co-Founders Elsie and Dominika and our NPD Team. Once our formulations have been tried, tested…tried again and tested some more, they are manufactured right here in the UK.
Unfortunately we're unable to offer samples at the moment. However, we do have travel sizes available for purchase on our website, which allows you to try certain products such as Mega Mist or Day Glow before committing to the full size. We always recommend patch testing before use.
All BYBI products have a 12 month shelf life after opening. Unopened products have a shelf life of 30 - 36 months. If you are unsure about using a certain product, please email us with the batch code and we'd be happy to help.
We create climate conscious products that are as kind to the environment as they are to your skin, which includes our packaging. Please check the individual product pages for detailed information on how to recycle.
SUBSCRIPTION
Our subscription program allows you to easily receive your favourite BYBI products with a 10% discount, every 30, 60 or 85 days. Your order will be automatically sent based on the timings you choose.
Yes, the BYBI subscription program is fully customisable. You can add and remove products, update your delivery timings or cancel within your account or by contacting our Customer Care team [email protected].
SAVE UP TO 32% WITH BYBI BUNDLES
Step 1: Pick your Bundle bag (or opt for no bag!), based on the size of Bundle and colour you'd like. Small bags hold 3 products, large 4-9 products. Step 2: Start selecting your BYBI products. Step 3: Save up to 32% off - the more products you add, the more you save. We believe that transparent pricing for your skincare shouldn’t be limited to seasonal sales or when a brand is trying to shift some stock. Every BYBI lover deserves consistent pricing all year around.
BYBI Bundles are exclusive to bybi.com.
As the Bundle discount is already an offer in itself, generally, no further discounts can be applied. However, this may be subject to the promotion, please refer to our T&Cs or contact us [email protected].
Want to hear more about our products or check in about your order?
Email us at [email protected] for all general and business queries and product advice.
For all order related queries, email us at [email protected]
We always aim to get back to you as soon as possible and are here 9.30am - 5.30pm Monday - Friday. Outside of these times it may take up to 48hrs to respond to your enquiry.
Press Enquiries:
For all PR enquiries, please contact [email protected].