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FAQs

Got a pressing BYBI question? 
We hope the drop downs below can clear things up. If not, why not checkout our FAQ playlist on youtube. Still confused? feel free to reach out and DM us on insta @bybibeauty or, email [email protected]

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 your order is placed prior to 1pm Monday-Friday, it should be dispatched the same day. If your order is placed after 3pm, it will be dispatched the following working day. Occasionally it may take a little longer to reach you, however the standard delivery timeframe is between 3-5 working days once dispatched. If there is ever a reason for delay, a member of our team will be in touch. Unfortunately, we currently do not deliver on weekends or take responsibility for parcels that are signed for by anyone other than the intended recipient.

To amend any mistakes within your delivery address, please contact us within one hour of placing your order as we are unable to make further changes once the order begins packing and processing. Unfortunately, once your order has been shipped, we cannot redirect your parcel.

My Order

As every country has its own import restrictions and customs procedures, please do familiarise yourself with any that may affect your order prior to placing so that there are no delays or returns on your parcel. In line with this, any potential duties and fees that are incurred are the sole responsibility of the customer.

Please check you have entered all of your details correctly, including your billing address. If you’re still having issues placing your order, please contact your bank directly prior to emailing our team.

If you’re a first time customer, welcome! Get 10% off your first order by signing up to our weekly newsletter. You’ll also be the first to know about our exclusive offers.

If you’re having issues, drop us a note. Please note all valid promotional codes will be distributed via a BYBI social channel, newsletter, associated company or a member of our team. We never sell codes to online voucher sites and promo codes cannot be used in conjunction with any other offer. 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 are having issues, please contact us and we will be happy send you a password reset link.

Please ensure that you’ve selected the correct country and that you have entered your details in the correct format.

We accept card payments via PayPal, Visa, Mastercard & American Express

We’re unable to make amends to your order once it’s been processed. If you would like to cancel your order, please contact us via [email protected] within one hour of placing it and we’ll see what we can do. If your order has already been shipped, unfortunately we're unable to cancel it.

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 us and we will be able to send it over to you.

In the unlikely situation that our dispatch team get your order wrong, please contact us via [email protected] and we will have this rectified for you as quickly as possible.

Due to hygiene reasons, we cannot accept returns, however if you believe your product is faulty please contact us and we will look into this for you.

Responsibility is on the customer to check ingredients for potential allergies prior to purchase.

We are unable to accept returns or process refunds due to skin conditions or unexpected allergic reactions. Please be sure to always read the full ingredients list, suitability information and directions of use on the product description before placing your order, responsibility is with the customer to check for potential reactions. Everyone's skin is different so reactions may vary.

We're sorry to hear this! If there's an item missing, or you've received an incorrect item please send over some photos of how your parcel arrived to [email protected] and we will be able to look into this right away for you.

We are sorry to hear that your item is faulty! While we don't normally accept refunds or returns please contact us on [email protected] for a replacement product.

Please check your spam and junk, if it isn't there please contact us at [email protected] and we will be happy to help.

Products and Packaging:

We try to provide as much information on our formulations, ingredients and how to use a product on our product pages. Can’t find the answer you’re looking for?

Pop us a message to [email protected] and our Customer Care team would love 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 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

They are indeed! All of our skincare products are 100% vegan and are certified with The Vegan Society.

We are certified vegan with The Vegan Society, and Leaping Bunny Approved.

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], we look forward to catching up.

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. A guide on how to patch test is below.

As we mention on our product pages, it's important to patch test your new BYBI product before using it, as everyone's skin can react differently. Our in-house chemist has written a mini guide below on how to patch test.

Leave on products:

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 is 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 unable to offer samples at the moment. However, we do have mini sizes of our Swipe Clean and Mega Mist available for purchase on our website, which allows you to try them before committing to the full size. Keep a lookout on our website for future additions to our travel size range (coming very soon!). We always recommend patch testing before you use any of the products on your face or body.

Our entire product range can be shopped right here at bybi.com. If you’re looking to purchase in-store or elsewhere, our full list of stockists can be found here.

All BYBI products have a 12 month shelf life after opening, meaning you’ve got a year to use them once you’ve popped that cap (but we’re sure you’ll get through them way quicker than that).

A huge part of our ethos is creating climate conscious products that are as kind to the environment as they are to your skin, and this includes our packaging. Our tubes, bottles and boxes are all recyclable and can be disposed of by popping them in your weekly recycling collection here in the UK. Always make sure you wash out any old product before recycling.

Alternatively, you can send your empty glass bottles back to us for free, to be incorporated into our circular recycling scheme, ReBYBI. They will be sterilised and reused like for like, avoiding the energy intensive recycling process entirely.

Yes! Email our Customer Care team at [email protected] and they'll be able to let you know when we expect the item to be back in.

More About Bybi

Feedback of any kind is greatly appreciated and a vital way for us to keep improving everything we do. If you have something you’d like to share with us, please email our Customer Care team at [email protected], and we'd be more than happy to discuss your thoughts and pass your feedback onto the rest of the team.

We’re always on the lookout for talented individuals to join the team. Head to our Careers Page for more info on current vacancies.

For all collaboration requests, please contact the team via [email protected] with a short description as to why you'd love to collaborate with BYBI, as well as links to your social media channels or blog. Due to the high volume of requests we receive, unfortunately we're unable to get back to everyone.

At the moment we’re not looking to expand our retailer network. However, feel free to drop us an email at [email protected] and we’ll be in touch if the opportunity is of interest.

Great skincare should not come at a cost to our planet. We’re continuing our crusade against carbon emissions and our goal of becoming a carbon negative beauty brand. Head to our Sustainability Page to read more about our mission and our impact.

BYBI Bundles

A BYBI Bundle is a climate conscious, customisable skincare set that offers up to 32% off your favourite BYBI products. Packaged in a super cute, but super sustainable reusable pouch, Bundles provide more bang for your buck and makes buying personalised gifts for yourself or others, really reeeaally easy.

Simply put, the more you buy, the more you save. We’ll automatically apply a discount to your Bundle based on the value of the products you choose (on a minimum of 3 products). As you add each product, the discount rises, with the maximum possible discount being a whopping 32%. 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.

To build your own bundle, head straight to the Bundles page. First up, you select your pouch size (small or large), then you select your pouch colour (pink, purple, blue or black) and finally, you select your products. We will never charge you for the bag, it’s our gift to you.

Our reusable pouches come in two sizes; small and large, and four colours; black, blue, pink and purple. A small pouch is for 3 products and a large pouch is for 4-9. You will automatically be upgraded to a large pouch when you select your 4th product, or if your combination of 3 products doesn’t fit into a small pouch. Alternatively, you can always opt for no pouch instead.

Bundles are sustainable because:

- They are not wrapped in excessive packaging, single-use plastic or anything that isn’t needed to provide product information or protection.

- The Bundle pouches are made from paper and recycled plastic. The BYBI B zipper is metal. Rather than throw it away, you can use as a makeup bag, toiletry pouch or clutch.

- You chose exactly what goes into you Bundle, making it totally personalised and unlike other gift sets, you’re less likely to wind up with products you don’t actually want or need (and end up throwing out).

Being sustainable isn’t new to BYBI. All of our products are created with our carbon footprint in mind, check out our Sustainability Page for more info.

Bundles are available exclusively at 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 the T&Cs.

ReBYBI

ReBYBI is our circular recycling scheme that allows you to return your used BYBI glass bottles, jars or pots, to be sterilised and reused like for like. This means your Bakuchiol Booster bottle can continue its life as a Bakuchiol Booster bottle, without the need to be processed through industrial level recycling or worse, ending up at landfill.

ReBYBI is currently only available in the UK.

At BYBI we’re working to reduce the use of virgin materials wherever possible, as the production of virgin materials is often energy intensive and we don’t want to add more to the planet when so much already exists!

The scheme is for all of our glass bottles, i.e. Boosters, Supercharge Serum and Swipe Clean. Every UK based order placed on BYBI.com will come with a free returns label (printed on 100% recycled paper). Once you’ve finished your BYBI product, simply send the empty glass bottle(s) back to us using the Royal Mail returns label. We also recommend reusing the grasspaper box that your products arrived in to post back to us.

Once received, we’ll fully sterilise in-house using industrial cosmetic sterilisation machinery, and the bottle will be reused like for like.

Alternatively if you haven't got your grasspaper box a secure box is fine too. Please try to protect the bottles by wrapping them carefully in something like old newspaper or magazine pages. If you have any further questions about how to return your Booster bottles, please contact us on [email protected]

Good question! Whilst there are carbon implications associated with posting your bottles back to us, we still believe that this does not outweigh the carbon saved by sterilising and reusing the bottles like for like, rather than them going through the energy intensive process of industrial recycling or worse, using virgin material. We are currently working with third party auditors to gather the data to support this - more to follow.

The scheme is also UK based only, so no air freight is involved, and we use Royal Mail who have the largest ‘feet on street’ network of post people (not using a vehicle) and have recently introduced zero emission e-trikes into their fleet.

This is a UK based scheme only while we work to figure out a low carbon way of getting your bottles back to us if you are based internationally.

Right now it’s a step in the right direction. We’re testing at small scale so that we’re able to quickly assess the impact and hopefully one day (soon), have a solution for BYBI fans all over the globe.

Sure, you can download the label here. Tip: why not make it that bit more eco and print on FSC recycled paper.

Contact us:

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]

Chat with us on Facebook Messenger

We will always aim to get back to you as soon as possible! We’ll be here 9.30am-5.30pm Monday- Friday and 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].

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