Frequently asked questions

Stuck for something? Here are some common questions we get about Authentic House and a few answers to help. If you can't find what you're looking for, please do get in touch and we'll do our best to help.

Refillable skincare

These answers refer to our refillable skincare range and refill scheme.

Yes. We don't used animal-derived products in our skincare and are approved cruelty free under The Leaping Bunny programme.

Please make sure to check the ingredients list when choosing your skincare and ask us if you're unsure. Our refillable skincare is safe for people who are gluten intolerant.

Our refillable skincare range is handmade by us in Cardiff.

Yes. Our refillable skincare range is safe during pregnancy and breastfeeding. It's not intended for use on children under the age of 3.

When you've used up your cleanser, serum or moisturiser, make sure to clean and collect your empties. You can send 3+ empty jars or bottles back to us and we'll cover your return collection. Just get in touch when you're ready. As a thank you, we'll give you £2 credit for each product you send us to use for your next purchase.

When you place your next order, you won't necessarily get the same jar or bottle as you sent back to us. All our empties are sterilised and reused. Doing it this way means you can still send us back your empties for reuse, even if you're not ready for more product yet. This means we reduce packaging waste even more.

The easiest way is to put your empties in a pan and pour hot water over them. Give them a scrub and slowly the labels will come off - soak them for a bit if they need it.

For dropper bottle lids, pull out the glass pipette from the rubber and plastic holder. Give it a wash with a straw brush if you have it, or just run hot water through the pipette from the dropper side down.

It's okay if you do your best. We're learning how best to run a refill system and will check over your empties anyway before steam sterilising them.


We usually post orders within 1-2 working days of receiving them. This might be slightly longer during busy times, but we'll let you know if that's the case.

If you’d like us to aim for a specific date, we can delay posting your parcel, but can’t guarantee it’ll arrive on the day. If you’d like Next Day delivery to ensure this, please get in touch with us ahead of time.

Yes. We'll send you a tracking code when your order is sent.

If you're not sure whether you've missed a delivery, check your tracking code. If it's within 2 weeks, you can rearrange your delivery for free with Royal Mail.

If it's over 2 weeks and your parcel is sent back to us, we can post it again either with another order or if the delivery fee is repaid. If we don't hear back from you within another 2 weeks, the order will be cancelled and refunded minus a £4 admin charge.

Yes. We can send parcels to countries in Europe and internationally. International postage rates will apply and we send all our orders insured and tracked.

You will need to pay customs charges for the country you’re receiving your order in. This is normally about 20% of the value of your order, payable through your courier.

We're sorry your parcel hasn't arrived! You'll receive a notification when your parcel is in the post. If it's taking a longer time than expected, please check your tracking code.

Sometimes parcels are delayed for all kinds of reasons. If your parcel hasn't arrived within 10 working days in the UK and we can't track it, we'll replace it for you. For international orders, we allow 15 working days before replacing a parcel. We might extend this period during particularly high-volume times of the year like Christmas or during strikes where many parcels are being delayed - we'll let you know though if this is the case.

For parcels sent outside the UK, sometimes they are rejected by customs. If this happens, we'll let you know and do our best to send the parcel to you again. We can't accept responsibility for delays due to customs, but we will replace lost orders or refund orders we cannot send.

No worries! If you've made a mistake with your order, let us know as soon as you can. We'll always do our best to amend your order if it hasn't been posted yet.

You can see your subscriptions anytime by logging into your account and clicking 'manage my subscriptions'. This is where you can set delivery dates, amend subscriptions and cancel when you need to. You can also change your delivery address here too.

We hope you enjoy your order, and if that isn't the case, here's how our refund policy works.

Please note we don't offer refunds on lucky dips or any product that states this on its information page. These products are either intended as a surprise or are bespoke. If they're damaged though, we can replace or refund the items inside.

For all other orders, we can refund your items within 14 days of purchase as long as the original packaging is undamaged. Just send us an email at to let us know.

If the item is damaged in the post, we must be notified within 24 hours of receipt. Unless the item was damaged, the initial cost of postage & packaging will be deducted from your refund. You will need to cover postage to send the item back to us. We recommend you obtain proof of postage when returning items. Refunds will be given within 5 days of receipt of your order. We can’t offer refunds on purchases returned more than 30 days after you receive them.

If your product arrived undamaged, but you think there might be something wrong with it, please get in touch and we'll do our best to help.

In these cases, we'll usually involve the brand who made the product and alert them to any manufacturing issues or problems with the batch. To help us, please send some photos and give us a detailed description of why the product is faulty. We'll pass this on to them and usually will give you a refund or replacement in the meantime.