FAQ's

Product

Are Pevonia products tested on animals?

Pevonia Skincare products are NOT tested on animals.

As of 11th March 2013, a complete ban on animal testing for cosmetics was implemented in the EU. It is now illegal to test ingredients and finished products on animals for cosmetic reasons and is also illegal to import ingredients and finished products that are currently being tested on animals for cosmetic reasons. Therefore, you can be certain that none of our product ingredients or finished products are tested on animals.

Is Pevonia Eco-Friendly & Cruelty Free?

Protecting the earth and maintaining an affinity with nature and its precious resources are an integral part of Pevonia’s brand promise. Cruelty-free and post-consumer recycled and recyclable air-express containers ensure an earth-friendly, naturally preserved product. The use of biodegradable formulas and recyclable packaging reduces environmental pollution and waste to further confirm our brand promise. Pevonia is committed to implementing green practices and creating awareness to make the world a better place for a greener earth.

Do Pevonia products contain palm oil?

We do not buy or use Palm Oil as an ingredient.

Do Pevonia products contain mineral oil?

No, Pevonia uses vegetable oils rich in essential fatty acids instead.

Where is Pevonia actually made?

Pevonia is made in the USA with a European spa heritage. With natural ingredients from around the earth and sea using highly advanced technologies, our brand embodies the true origin of the Latin term for spa, Salus per Aquam: Health Through Water.

Are Pevonia skincare products suitable for those with gluten intolerance?

All Pevonia Skincare Products are Gluten Free.

Are your products suitable for people with nut allergies?

With nut allergies there is much less risk from topically applied cosmetic ingredients than from food ingredients. The nut extracts used in cosmetic products are highly refined, containing little or no protein. It is the proteins in nuts that cause allergic reactions.

However, those who suffer with severe nut allergies must use caution with products containing the following:

  • Almond Oil
  • Almond Seed Extract
  • Shea Butter
  • Macadamia Nut Oil
  • Coconut Fruit Extract
  • Niacinamide

Do Pevonia skinare products contain alcohol?

Pevonia Skincare products do not contain any Alcohol.

Do Pevonia Face Creams have an SPF?

All Pevonia Face Creams which contain Titanium Dioxide do offer additional built-in protection (roughly the equivalent to an SPF 8), but they are no replacement to a sunscreen nor do they offer sunscreen benefits.

How does Pevonia source Collagen?

Pevonia uses Marine Collagen in our products formulations which come from the skin of fish already obtained for human consumption by approved providers.

Can you use Pevonia skincare products if you are lactose intolerant?

It is extremely unlikely that any topically applied product will cause a problem for those who are lactose intolerant, unless accidentally ingested. There are currently no products in the Pevonia collections which contain ingredients derived from milk.

Do Pevonia skincare products contain parabens?

There are no parabens within Pevonia’s Skincare products.

Do your products contain perfume/fragrance?

Pevonia only uses natural fragrant ingredients, herbal extracts and essential oils.

How does Pevonia source their Propolis?

Pevonia’s Propolis comes from the Jura Mountains in France. Rich in flavonoids, minerals, and vitamins it lavishes skin with the best healing, preserving, and decongesting ingredients. In the ecosystem, Propolis is naturally collected by worker bees from Poplar trees that produce it continually. This is a never-ending cycle. Then the Propolis is extracted from the beehives at the same time along with honey, wax, and royal jelly. Then it is separated from the pollen and purified for its use.

Bees are never hurt in the process, nor is the queen bee. One of the purposes of bees in nature is to create all these wonderful substances for the survival of other species.

Do Pevonia products conrain SLS? (Sodium Lauryl Sulfate)

Pevonia does not formulate products with SLS but instead uses Saponaria (Soapwort) and Sodium Olefin Sulphate (derived from Oat).

Are Pevonia skincare products natural?

Pevonia Natural Skincare uses purified water and sustainably sources the highest quality non-GMO, natural ingredients from around the world. Tested to FDA standards, European standards, and beyond, optimal skin health and rejuvenation are the results giving your skin the nutrients it needs and desperately craves.

Pevonia uses green biotechnology in our formulations (extracting a minimal amount of renewable plant tissue). This aligns with our stance on environmental conservation without damaging or endangering botanical species. The earth’s natural sources are unharmed, and it aids in the removal of pollution from our soils, water, and air. In fact, by 2030, the World Wildlife Fund estimates that Biotechnology “has the potential to save the planet up to 2.5 billion tons of CO2 emissions per year.”

Are Pevonia products suitable for vegetarians and vegans?

The majority of Pevonia products are suitable for vegans and vegetarians. All applicable products display the Vegan Symbol, plus for ease of reference, you can find all suitable products in our Face & Body Products Suitable for Vegans section here.

Orders

Why doesn't the £10 off voucher code work?

This offer is only applicable if you are a first-time customer to Pevonia.co.uk, and you have signed up to receive our e-newsletters. You will have automatically received an e-mail with the Voucher Code, which also includes the T&Cs within this e-mail. If you have not adhered to all the T&Cs, the voucher will not work in your shopping cart. You can also review these T&Cs here.

Free gift - can I choose what I want for the free gift?

The contents of the ‘Free Gift with every order’ cannot be chosen by the customer. Pevonia UK decides what the Free Gift will contain each month, and this remains the same, regardless of how many times a customer places an order in any given period. If a customer chooses to place multiple orders in one go, so that they receive a Free Gift with each of those orders, the Free Gift will be the same for each order. No exceptions apply.

When will my order arrive?

For mainland UK orders, goods should normally be received within 3-4 working days.

Orders outside the UK should normally be received within 10 working days.

I want to cancel my order, how do I do this?

If you wish to cancel your order please either write to us at Customer Care, Pevonia UK Ltd, Webb & Son, Combs Tannery, Tannery Road, Combs, Stowmarket, Suffolk IP14 2EN, United Kingdom, or email us at info@pevoniauk.com with details of your cancellation.

I am missing an item from my order, what do I do?

Please contact Customer Care on 01449 701480, Monday to Thursday, 8.30am to 5pm.

What do I do if I receive a faulty item in my order?

If your goods are damaged or faulty, please call Customer Care on 01449 701480 within 3 working days of receipt of your order.

I have an incorrect item in my order, what do I do?

Please contact Customer Care on 01449 701480, Monday to Thursday, 8.30am to 5pm.

Can I amend my order after I've placed it?

If you wish to cancel your order please either write to us at Customer Care, Pevonia UK Ltd, Webb & Son, Combs Tannery, Tannery Road, Combs, Stowmarket, Suffolk IP14 2EN, United Kingdom, or email us at info@pevoniauk.com with details of your cancellation.

The item(s) I bought have recently been reduced - can I get the price?

The price at the time you purchased the product(s) was a fixed price, and we do not offer refunds for the difference when a sale then takes place. You can return your items if you wish to, and re-order them in the sale, but your returned items must be within the return policy period (16 days since from date of purchase), it must be unopened, un-used and in a saleable condition. We do not take any responsibility for when a sale may take place.

Delivery

Do you deliver worldwide?

Unfortunately we currently only ship to the UK, Northern Ireland and Channel Islands.

Can I have my order delivered to multiple addresses?

Yes, we can deliver your order to an address that is not your billing address, but we can only deliver to one delivery address per order.

Can I request for my order to be left somewhere if I am out when it is delivered?

In the event that there is no one present to accept delivery on two attempted delivery occasions, Pevonia UK Ltd shall not deliver your order and will refund you the price of the products ordered, less any cost(s) incurred by Pevonia UK Ltd in attempting to deliver.

Returns

What is your returns policy for orders sent to the UK?

We offer a 16 Day Money Back Guarantee. If you have purchased an item within the last 16 days and for whatever reason you are not happy with it, please call Customer Care on 01449 701480 who will issue you a returns number. The address to return your items to is: Pevonia UK Ltd, Unit 24, Capital Valley Eco Park, Rhymney, Tredegar, Wales, NP22 5PT, UK.

How do I return something to you?

Simply return the item unused in its original packaging, quoting the returns number you have been given, to the address: Pevonia UK Ltd, Unit 24, Capital Valley Eco Park, Rhymney, Tredegar, Wales, NP22 5PT, UK

Have you received my returned items?

Please contact Customer Care on 01449 701480.

Can I return an item for an exchange instead of a refund?

You will be given the option to receive a refund for the out-of-stock Product and the remainder of your order will be despatched, or exchange the out-of-stock Product for a Product that is in stock. If the out-of-stock Product is exchanged for another Product of greater value, the difference will need to be paid by you before despatch.

Why hasn't my return been completed yet?

We will credit the price of the cancelled products once we have received and checked that they are in a re-saleable condition.

Can I return more than one order in the same parcel?

Please contact Customer Care on 01449 701480.

What should I do if my refund is incorrect?

Please contact Customer Care on 01449 701480.

What happens to my refund if my card is no longer in use?

Please contact Customer Care on 01449 701480.

Do you refund delivery charges if I return something?

We will refund the purchase price but not any delivery costs incurred by us in sending the order to you, or incurred by you in returning the goods to us.

Your Account

I want to close my Pevonia account.

We’re sorry to hear you wish to cancel your Pevonia account; we would love it if you stayed with us, but to close your account you will need to call us with your account details to hand on 01449 701480.

I am having trouble signing in to my Pevonia account.

Firstly try resetting your password. If you are still experiencing issues signing into your account, you will need to contact our Customer Care team on 01449 701480.

What can I do if I'm not receiving email from Pevonia?

Firstly check your junk e-mail folder; if your Pevonia e-mails don’t appear there, then contact our customer care team on 01449 701480 or email  them at info@pevoniauk.com.

I'm having trouble entering an email address on my account.

Only 1 email address can be used per account and email addresses cannot be changed online for security purposes. Existing customers must contact Customer Care to get their email address updated on our system. If you are having trouble using your email address to sign up, then please contact Customer Care on 01449 701480 for further assistance.

How can I unsubscribe from your emails/newsletters?

At the bottom of all Pevonia e-mails is an unsubscribe link, click this and you will be removed from Pevonia email lists.