Giving

We donate profits from our Bamboo Spoon to DMT DSRG. They are a registered charity with the sole purpose of rescuing dachshunds from the meat trade in China and Korea. 

"Every penny we raise goes to the rescue and rehabilitation of the dachshunds, and the transportation to loving forever homes in the UK. The charity is managed completely by volunteers so please take a look around to find out more and please support in whatever way you can"

We always use the Government Charity Commission for England and Wales so we can support charities with confidence. It's a really great way to see where your money is going and how it is spent. We encourage anyone donating to charities to use this register, and you can find it here.



Help Hub

If you can't find what you're looking for and still need help, fill out the contact form below and we'll get back to you as soon as we can

General

Subscriptions

  • Are your products vegan-friendly?

    Yes. Every single one of our products is vegan, and we plan on keeping it that way!

  • Do you test on animals?

    No, and we never will

  • Which product is best for me?

    We recommend taking the quiz to find your product matches

  • What is Face Floss?

    Face Floss is our range of waterless moisturisers designed to support and maintain healthier-looking skin. They're super concentrated, so only a tiny amount is needed. Each Face Floss variant packs its own set of nourishing ingredients. For the best results, try our bundles and enjoy the full range of benefits.

  • How do I use Face Floss?

    Step 1 - Start with a freshly washed face by using a warm flannel to gently wash away any dirt or impurities

    Step 2 - Face Floss can be used alongside your normal skincare routine. If you use cleansers and toners, apply these beforehand to ensure your skin is properly prepared and ready to absorb all the goodness

    Step 3 - Apply as you would a regular moisturiser, in circular motions, using clean and dry hands. Begin with a half pea-sized amount and massage into the face, feeling the floss melt into the skin

    Step 4 - Allow 10-15 minutes to absorb before applying any other products. If it hasn't absorbed, consider waiting an additional 15 minutes or adjusting the amount used in your next application. Keep in mind that everyone's skin is unique and may absorb products at varying rates

    Step 5 - Apply as and when needed, we recommend at least once a day. Keep in mind that individual experiences may vary, and although many customers see benefits within a short time, it can take up to three months to see full results

  • How do I store your products?

    The products made from natural butters and oils can degrade under certain conditions. We recommend storing them at room temperature in a cool, dark place. Ensure you keep them away from direct sunlight and heat, as exposure can cause melting. These products contain no preservatives, it's important to keep them away from water and always use clean, dry hands or an applicator

  • What do the products smell like?

    Many products are highly refined and artificially fragranced. We focus on keeping our ingredients as naturally sourced and close to nature as possible. This means they can have a unique, and sometimes earthy scent. We only use small quantities of delicate essential oils as to avoid any irritation

  • How long does one Face Floss last?

    It varies! Some our customers have reported that one container can last them up to four months, while others who use it more generously find that it lasts around one month. Ultimately, it's all about how much you choose to use

  • What is the benefits of a subscription?

    Our subscription service benefits customers who are familiar with our products and would like to save money & time by setting up a recurring delivery of their favourite products

  • Can I cancel any time?

    To maintain the integrity of our discount program, subscribers are required to complete two subscription cycles before canceling. Your initial order is counted towards this. After that, you can cancel any time. We provide this information when you choose the subscription selection

  • Can I pause my subscription?

    You can pause or cancel a subscription any time you want in the customer portal. The only time when the subscription can't be cancelled is if you haven't met the required two payments

  • Can I add or change the products on my subscription?

    You can add or change the products in your subscription via the customer portal which is linked to your account. Make sure you sign in using the same email you signed up for a subscription with. Just click on the Edit button in the products card and edit, remove or add products to your subscription

  • How do I skip or reschedule a charge?

    You can skip or reschedule the charge in the customer portal. Each scheduled delivery will have a Skip payment button next to it, which you can use to skip the charge. You can reschedule the charge by clicking on the Reschedule button next to the delivery date

  • How can I access the customer portal?

    The customer portal can be accessed through the magic link you received in the email that was sent to you when you placed an initial subscription order in the shop, or via your account online

  • Do you have a subscription policy?

    You can see our subscription policy here

Shipping

  • How much is shipping?

    Shipping costs will be automatically calculated at checkout.

    UK DELIVERY: Royal Mail Tracked 48 - £3.95
    IRELAND: Royal Mail International Standard - £8
    INTERNATIONAL: Royal Mail International Tracked - £15

  • How long does shipping take?

    UK DELIVERY: 2 working days
    IRELAND: 5-6 working days
    INTERNATIONAL: up to 10 working days

    Please be aware these are only estimates and not guaranteed. Royal Mail works hard to deliver on time, however, in most cases, the delivery times are longer due to a number of factors. We ask you to wait at least 10 full working days before contacting us regarding shipping

  • Where's my tracking number?

    All tracking numbers for international deliveries are sent automatically when the order has been shipped. The email will be from Royal Mail, please check your junk folder

  • I haven't received my order yet

    We ask customers to wait at least 10 working days before contacting us. If your package still hasn't arrived, please contact us via email at orders@smoom.co.uk

  • Do you ship internationally?

    We do ship to some international countries, the cost will be automatically calculated at checkout

  • My package has arrived damaged

    Please contact us via email at orders@smoom.co.uk with pictures of the damaged items and your order number within 14 days of receiving it

Returns

  • Can I make a return?

    We apologise if you're experiencing any issues with our products. We offer hassle free returns on orders within 14 days of receipt. To initiate this, please contact us via email at orders@smoom.co.uk with your order number and reason for wanting to return the product. Customers are responsible for return shipping costs. Read more about our return process here

  • Can I cancel my order?

    Cancellation is only possible if the order has not yet been shipped. Once the order has been dispatched, cancellation is no longer possible. If your order was placed over the weekend, there is a possibility that it has already been packed and prepared for Monday's delivery pickup. In this case, please contact us at orders@smoom.co.uk

  • There's something wrong with my order

    Contact us via email at orders@smoom.co.uk

Subscriptions

  • What are the benefits of a subscription?

    Our subscription service benefits customers who are familiar with our products and would like to save money & time by setting up a recurring delivery of their favourite products

  • Can I cancel any time?

    To maintain the integrity of our discount program, subscribers are required to complete two subscription cycles before canceling. Your initial order is counted towards this. After that, you can cancel any time. We provide this information when you choose the subscription selection

  • Can I pause my subscription?

    You can pause or cancel a subscription any time you want in the customer portal. The only time when the subscription can't be cancelled is if you haven't met the required two payments

  • Can I add or change the products on my subscription?

    You can add or change the products in your subscription via the customer portal which is linked to your account. Make sure you sign in using the same email you signed up for a subscription with. Just click on the Edit button in the products card and edit, remove or add products to your subscription

  • How do I skip or reschedule a charge?

    You can skip or reschedule the charge in the customer portal. Each scheduled delivery will have a Skip payment button next to it, which you can use to skip the charge. You can reschedule the charge by clicking on the Reschedule button next to the delivery date

  • How can I access the customer portal?

    The customer portal can be accessed through the magic link you received in the email that was sent to you when you placed an initial subscription order in the shop, or via your account online

  • Do you have a subscription policy?

    You can see our subscription policy here

Get in touch