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Customer FAQs

On this page you will find:

If an item is out of stock, is it gone forever?

No, it just means that we’ve temporarily sold out of that item, and we’ll have new stock available soon. You can contact our Customer Care team to find out when it will be available again.


I want to buy lots! But I am having a problem on the website.

That’s great. You can buy up to eight of any specific item per order online. If you’d like to place a larger order, please call Customer Care, so we can help you complete your order.


How do I apply an offer code?

Simply go to your Shopping Bag, click the plus (+) sign next to “Offer Codes” and enter your code in the box that appears. Once you click “Apply discount”, the offer will be applied to your order.

Offer codes are case sensitive. All offers are available for a limited time only, and are subject to availability. Offers can’t be combined unless otherwise noted. And if you have any problems using an offer code, get in touch with our Customer Care team.


Where can I get an offer code?

The best way to find out about our latest offers is by signing up for our emails, and following us on Facebook and Twitter. These are the main ways we make offer codes available.


How can I pay?

We accept Amex, Discover, Mastercard or Visa cards. If you’re using a credit card, your billing name and address must match the credit card information used for payment.

You can also choose to pay with PayPal. When selecting this option at checkout, you’ll be sent to the PayPal site to complete your payment. Once you’ve done this, you’ll be sent back to our website to confirm your order and finalise payment. You can also pay fully or partially with a valid online gift voucher.

We now accept Alipay and WeChat payment methods when checking out using a billing address registered in China.


I’m having trouble using the website

Please get in touch with us. We'll be happy to help you fix any problems, or take your order over the phone.


Does Jurlique test on animals?

At Jurlique, we have always believed passionately in providing our consumers with highly effective, potent skin care products, developed with respect for our environment and without the use of animal testing.

We adhere to the strict requirements of the European Cosmetics Directive (76/768 ECC) and the European Commission Regulation (1223/2009), which prohibits the commissioning and testing on animals, of products and ingredients, for the purpose of developing new cosmetic products. Our skin care products are tested on consenting human volunteers by means of a “Cumulative Irritation Test” which determines the irritation and/or sensitisation potential of a product after repeated application to the skin of human subjects.

We do not test our cosmetic and therapeutic products on animals as part of our product development process, we do not outsource this activity to any third parties, nor have we ever included animal testing in our product development process in the past. We work closely with our ingredient vendors to ensure they are aware of our company values and policies. We continue to adhere to the strict requirements of global cosmetic regulations regarding animal testing, with utmost respect for our customers and environment.

Additional information relating to local market laws

In China, local laws and regulations require that all cosmetic products imported into China undergo animal testing to demonstrate consumer safety as part of the product registration process.

Finished product samples are required to be submitted to a third party laboratory in China for testing in order to generate a safety profile for the product. This is a mandatory legal requirement applicable to all cosmetic products imported into China.

Considerable research has been undertaken into non-animal testing alternatives and China’s Food and Drug Administration, or CFDA has recently implemented a new registration process for certain cosmetics produced in China which means that animal testing will no longer be mandatory for these products. We are encouraged by this progress and are eager to see China amend its laws to extend this to allow alternatives to animal testing for imported cosmetic products. We will work closely with our Chinese agent to ensure that the alternative testing methods are utilised for our products as they are approved.

Still need help?

Contact Customer Care on 0800 040 7685 during 9am - 5pm BST or message us