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Frequently Asked Questions


CUSTOMER SERVICES

• Where do you deliver?

• What are your delivery services?

• What is your returns policy?

• Why do I need to register my details?

• How will you use my details?

• Do you have a Privacy and Cookies Policy?

• How secure are my credit card details?

• Why do I need to enter my email address?

• Why do I need a password?

• I've forgotten my password?

• Why can't I log in?

• Why do I need to log in again?

• If I have a problem who can I contact?

• How do I use my Promotion Code?

• Why won’t my Promotion Code work?

• Are calls recorded?



PRODUCTS

• Which products are suitable for vegans?

• Which products are suitable for vegetarians?

• Which products are NOT suitable for diabetics?

• Which products are NOT suitable for those on a gluten-free diet?

• Are your body care products safe to use during pregnancy?

• Are your products suitable for sensitive skin?

• Why is the product colour different? Why does the toothpaste taste different?



INGREDIENTS

• I don’t understand what your ingredients are, do you have a list to explain?

• Are your ingredients totally natural?

• Why do we avoid mineral oils in Weleda cosmetics?

• What is meant by biodynamic growing?



ENVIRONMENTAL ISSUES

• Does Weleda have a policy on the use of nanotechnology in its products?

• Does Weleda have a policy regarding chemical ingredients in products? For example, parabens.

• Do you have any policies on the use of GM ingredients in your products?

• Do you have any policies on the use of palm oil in your products?

• Does Weleda have any policies on the geographical origin of ingredients used in products?

• Does Weleda have an Environmental Report, Statement or Policy?

• Do you have a Supply Chain Policy, or other policy addressing workers’ rights at supplier companies?

• Does Weleda have an animal testing policy?

• Do you have a policy on animal welfare?



DIRECTIONS TO WELEDA >



Where do you deliver?

Weleda UK supply to addresses throughout the United Kingdom (including England, Scotland, Wales and Northern Ireland). For international Weleda’s or distributors go to www.weleda.com



What are your delivery services?

Free delivery is available when you spend £40 or over. For all orders under £40 postage and packing is £3.95. This is automatically removed from your shopping basket once your order balance reaches £40 or over.

Dependent on the weight of your order, parcels are sent by, either:

  • • Royal Mail First Class post
  • • Parcelforce 48 hours

Please note the following:

- Orders placed after 9am (UK time) each day will be downloaded the following working day at 9am.

- Working days are defined as Monday – Friday (excluding bank and public holidays) – therefore any orders placed after 9am on Friday will not be processed until Monday.

- The precise timing of a delivery cannot be specified, as all delivery timescales are approximate and subject to availability.

We also request that during promotions and busy seasonal periods that you allow extra time for your order to be delivered before contacting us.


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What is your returns policy?

In the unlikely event of your order being supplied incorrectly or damaged in transit, please call Weleda Customer Services on 0115 944 8222, within 3 working days of receipt and we will arrange replacement goods.

If you change your mind and decide you do not want the goods, your statutory rights allow you to return them for refund, provided the goods are unopened and returned within seven days. You will be responsible for the cost and safe carriage of returning the parcel, so please ensure the goods are packed correctly. Please call Weleda Customer Service on 0115 944 8222 before you return any item/s to ensure the correct proceedure is followed.




Why do I need to register my details?

Registering your details makes the order process easier

When you sign in and register with our site for the first time you can create your account information page which details your contact, delivery and payment information.

Once entered, your details will be stored in your account and you will not have to re-enter them again when you make your next order.

You can track your order status and order history.

You can access you account information at any time and edit any of your account details.

Special Note: If you use Paypal Express you do not need to register with Weleda but please be aware that it is then harder for Weleda to trace your order in cases of query or error.


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How will you use my details?

You can rest assured that your personal details remain confidential and we do not share our database or pass on details to other companies.

When you first register with us you will automatically receive:

•  Email newsletters - with topical news and details of exclusive offers

•  Weleda Revue booklet - contains topical information, plant profiles and seasonal features

If you do not wish to receive either of the above please let us know by telephoning Customer Services on 0115 944 8222 or by clicking ‘unsubscribe’ at the base of the first emailer you receive.


For further information on our Privacy and Cookies Policy – please click here >



How secure are my credit card details?

We know that security is one of the main concerns when buying on the internet. So when researching hosts for the Weleda site ‘the best security available’ was top of the list of essentials. We are pleased to confirm that to our knowledge the security provided is the best available. The site is PCI DSS Compliant to Tier 1 – which ensures unbeatable security & protection of sensitive customer information including credit cards. Click here to find out more >



Why do I need to enter my email address?

We use your email address as a means of identification, as this is totally unique to you.


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Why do I need a password?

When you create a password it allows you to access your account information.

Your password is unique to your email address and ensures that your account details remain secure. You can access your account information at any time to edit any of your account details.

Each time you return to this site, remember to sign in using your email and password.



I've forgotten my password, how do I get a new one?

Don't worry if you have forgotten your password, just click on ‘Sign In’ on our website, then click on Forgotten Password? Enter your email address and your password will be emailed directly to you.


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Why can't I log in?

When you registered online you will receive an email containing a link to enable the account. You must click on this link within 24 hours to activate your account.



Why do I need to log in again even though I have already?

Sometimes if you have been through to Checkout and then gone back to shop, the website will ask you to log in again. This is to ensure security is maintained because credit card details are added at Checkout so that area needs to be kept safe.

The site is PCI DSS Tier 1 compliant. The Payment Card Industry Data Security Standard (PCI DSS) is a security standard which at Tier 1 Certification and compliance ensures unbeatable security & protection of sensitive customer information including credit cards. To read more about this click here.


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If I have a problem who can I contact?

If you need help or information you can contact our Customer Services team as follows:

Email: sales@weleda.co.uk

Telephone: 0115 944 8222

Please note staff are only available to answer between 9am to 5pm Monday to Friday.

To contact Weleda in writing please send to:

Customer Services
Weleda UK Ltd
Heanor Road
Ilkeston
Derbyshire
DE7 8DR


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How do I use my Promotion Code?

Once you have finished shopping and arrive at checkout please click on the button at the bottom called Redeem a Promotion Code. You will then be asked to enter the code into a box and click Continue to see the offer on your order. In most instances only one promotion code can be used per order.

Please remember if you are using a Gift Certificate as part of the payment then you must redeem your promotion first so you have your final balance before using the Gift Certificate.




Why won’t my Promotion Code work?

There are a few reasons why the Promotional Code will not work:

a) There are items left in your basket that were from a previous promotion. The best option is to empty your basket completely, sign out and then sign back in to an empty basket. Now start again.

b) You have not added the correct products to your basket to trigger the offer. Check the terms of the offer eg buy 2 items then add a specific item to your basket to get free.

c) You have not entered the code correctly. We all get things mixed up sometimes so please try again to ensure the code is correct, and always enter the code as it is shown eg NEW = all in capital letters.

d) You have tried to enter too many promotional codes. In most instances only one promotion code can be used per order. It usually states on the offer whether it can be used in conjunction with other offers. Automated offers, where there is no code to enter, can be used with other offers. Eg free postage throughout December.


If you are still having problems then please give our team a call on 0115 944 8222 and they will take your order over the phone. Sometimes we just do not know what has happened on your particular computer so it is hard for us to see what has gone wrong – so please bare with us and we will try to help.




Are calls recorded?

All calls are recorded.




Are your body care products safe to use during pregnancy?

It is only medicines that are specifically tested for safety in pregnancy, not body care products. However, any legal European body care product will not contain ingredients regarded as unsafe during pregnancy.

Weleda body care products comply with European law. The Cosmetic Products (Safety) Regulations 2004 states ‘No person shall supply a cosmetic product containing any substance classified as carcinogenic, mutagenic or toxic for reproduction’ (Section 5 paragraph (15)). All ingredients regarded as safe, by the independent body that oversees the cosmetic industry, are placed on the INCI (International Nomenclature of Cosmetic Ingredients) list of ingredients and are the only ones used by Weleda, as detailed on the packaging.

Many women turn to natural products when pregnant in order to avoid man-made chemicals. Weleda use only natural substances and do not use any artificial substances of any kind. There are lots of Weleda products you may find helpful. Go to our Pregnancy and Beyond section to find out more >




Are your products suitable for sensitive skin?

We would always advise that when you have sensitive skin you do a patch test with the product you wish to try. Our products are made with totally natural ingredients but anyone can be allergic to any ingredient, even natural ones.

The Weleda Almond Soothing Facial Care and Weleda Baby Calendula range have both won awards for their suitability for skin prone to eczema.





Why is the product colour different?

In nature nothing is ever exactly the same so we have to allow for natural variations in texture and colour. There are a few products where this is more noticeable than others for example Lip Balm and Shaving Cream. So please be aware truly natural products will always have this issue.


Why does the toothpaste taste different?

This is really the same as the previous question/answer. In nature nothing is ever exactly the same so we have to allow for natural variations in taste and smell. This can affect our toothpaste from time to time, for example the fennel in Calendula Toothpaste can make it taste slightly bitter. So please be aware truly natural products will always have this issue.




Does Weleda have a policy on the use of nanotechnology in its products?

Weleda does not use nanotechnology at all, and none of the products in the Weleda range contains nano ingredients or nano particles.




Does Weleda have a policy regarding chemical ingredients in products? For example, parabens

Yes Weleda does have a very strict policy regarding chemical ingredients. It's simple: Weleda does not use synthetic/chemical ingredients at all. The entire Weleda bodycare range is 100% certified natural - and is certified by the pan-European certification scheme BDIH and now by the new global certification scheme NaTrue. The entire range is free from artificial additives of any kind - no parabens, no artificial fragrance (the 'parfum' is 100% natural, made from pure essential oils), no artificial preservatives or colourants, and no petrochemicals. Find out more about NaTrue’s extremely high standards. Unlike some certification schemes, NaTrue is a not for profit organisation.


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Do you have any policies on the use of GM ingredients in your products?

Weleda does not use any GM ingredients of any kind. Here in the UK we were able to categorically confirm that all ingredients used in the range were GMO free from 2000.




Do you have any policies on the use of palm oil in your products?

At Weleda we do use a small amount of palm oil in our natural soaps and for the isolation of a fatty acid in our Aloe Vera Lotion. Our palm oil is fairly traded and ethically sourced (from sustainable sources) from managed forests in Columbia, and is certified by Ecocert.




Does Weleda have any policies on the geographical origin of ingredients used in products?

For essential plant ingredients that we are not able to grow ourselves in our own Weleda gardens around the world, including some wild plants, ethical sourcing is assured. Weleda has established over 100 global fair trading partnerships, 50% of Weleda’s fair trading partners currently employ organic or biodynamic methods, and the company is working towards a target of 100%. All fair trading farmers must produce ingredients of pharmaceutical quality. Read further about our fair trading partnerships >


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Does your company have an Environmental Report, Statement or Policy?

Our latest edition of the Weleda Group Sustainability Report is available to download (click on the image). It has been collated by Weledas based in Germany (Weleda AG and Weleda Naturals GmbH), Switzerland, France and Benelux (Netherlands and Belgium).

The report covers all aspects of Weleda’s ecological, social and economic responsibilities. From sustainable sourcing to waste management, fair trading partnerships, energy consumption targets and more.

For example Weleda UK uses green energy suppliers at its Derbyshire premises. Click here for more information on Weleda standards >




Does your company have a Supply Chain Policy, or other policy addressing workers’ rights at supplier companies?

Many of Weleda’s suppliers are from within Europe, but where Weleda suppliers are from less developed parts of the world then these partnerships are with fair trade farmers producing ethically-sourced ingredients, to ensure that the local habitat and local communities are protected. Many of Weleda’s suppliers are market leaders in their area of business. Weleda tracks the quality of all materials supplied from the development and cultivation phases to production. In addition to monitoring the ecological and pharmaceutical quality of all supplier practices, the social conditions that exist throughout the production process play a crucial role in determining and sustaining partnerships. All of Weleda’s suppliers must go through an approval process, requiring them to document all relevant processes and procedures in the form of questionnaires, process descriptions and quality analysis either at Weleda or external laboratories and certification agencies. This approval system also includes an on-site visit of the supplier. Weleda regularly evaluates the development of both the supplier relationship and the materials supplied, subsequently establishing further goals and standards accordingly. Click here for further information on the quality standards >.

The very foundation of Weleda is the original company mission statement: “In harmony with nature and the human being” which still appears on packs today.




Does your company have an animal testing policy?

Weleda bodycare products or individual ingredients are not tested on animals (neither by the company itself nor commissioned by it).




Does your company have a policy on animal welfare?

Just like our plant ingredients, the few animal-derived ingredients (such as beeswax or lanolin) that Weleda uses in the bodycare range are selected for quality and purity, sourced sustainably and ethically, and from organic farmers wherever possible.

For example, our lanolin is sourced from Australian farmers (we are in the process of sourcing an organic supplier) extracted from the fleece of healthy, live sheep, not a slaughter house by-product.



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No part of the Weleda UK website may be reproduced without the express permission in writing from Weleda UK.

© Weleda 2012

  • Weleda UK Ltd
  • Heanor Road
  • Ilkeston
  • Derbyshire
  • DE7 8DR
  • Phone: 0115 944 8222
  • Fax: 0115 944 8210
  • sales@weleda.co.uk