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Frequently Asked Questions

SHIPPING> 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 edit your details, please contact us at [email protected] within one hour of placing your order. We are unable to make further updates once your order is processed. Unfortunately, once your order has been shipped, we cannot redirect your order.

MY ORDER> MY ORDER

Unfortunately, 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 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 20% 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 please contact us [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. 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 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 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.

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 will further assist.

In the unlikely situation that our dispatch team get your order wrong, please contact us via [email protected] and we will further assist.

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.

Everyone's skin is different so reactions may vary. 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.

We're sorry to hear this! If there's an item missing, or you've received an incorrect item please send photos of how your parcel arrived to [email protected] and we'll further assist.

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 & PACKAGING> PRODUCTS & PACKAGING

Can’t find the answer you’re looking for? Contact us at [email protected] and our Customer Care team will gladly assist.

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

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]

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.

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 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.

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.

BYBI BUILD YOUR BUNDLE> BYBI BUILD YOUR BUNDLE

To build your own bundle, head 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.

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.

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 ONLY 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 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]

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].