FAQ’s

Got a burning question? We’ve got answers…

Product Information

Are ‘I love…’ products paraben free?

We aim to be! All of our products are paraben free, except the body butters, lip glosses and lip balms (and for good reasons!)

 

Are ‘I love…’ products suitable for vegetarians?

All of our products are suitable for vegetarians

 

Are ‘I love…’ products soap free?

Yes, all of our products are soap free! Yay!

 

Are ‘I love…’ products pH balanced?

Most of our products have added ingredients for pH buffering.

 

Do ‘I love…’ products contain natural extracts?

All of our bubble bath, hand wash, body butter, body lotion, hand lotion, shower gel & cream products contain natural extracts. It helps them deliver extra goodness for your skin!

 

Are ‘I love…’ products alcohol free?

All of our products, except the body spritzers, are alcohol free.

 

Are ‘I love…’ products tested on animals?

None of our products are tested on animals. Only on us, and we’re proud to do it! You can read our full statement here

 

What should I do if I get product in my eyes?

If you get product in your eyes, rinse thoroughly with clean water.

 

Do you have a Facebook page?

Yes! We do have a Facebook page! You can follow us to stay up to date on new product launches, exclusive facebook competitions and inside information from behind the scenes at I love HQ! You can also stay up to date with what we’re up to by following our Twitter, Instagram and our I love blog.

Delivery Information

Where can I buy our products?

Thanks for asking! You can buy right here if you are in the UK & the majority of Europe, just pick your favourite product & add it to you basket!

Across Europe we are available to buy from Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Hungary, Ireland, Italy, Netherlands, Poland, Portugal, Spain & Sweden.

 

Can I ship to multiple addresses?

Unfortunately, at the moment, we do not have the option to ship one order to multiple addresses.
If you would like your order to reach multiple addresses, the best thing to do is to place separate online orders, amending the shipping address details for each order

 

Do you ship/deliver abroad?

At the moment we can send orders to street addresses in the United Kingdom (including Jersey, Guernsey and the Isle of Man) and across Europe in Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Hungary, Ireland, Italy, Netherlands, Poland, Portugal, Spain & Sweden. We don’t deliver to PO Box or BFPO addresses

 

How can I change my delivery address?

 

BEFORE ORDER HAS BEEN PLACED
When you are on the checkout page and wanting to change your delivery address from the one previously saved, simply click the “+ New Address” button located in the left of the page.

AFTER YOUR ORDER HAS BEEN PLACED

Unfortunately we cant change an address once your order has been placed. That’s because our warehouse gets packing pretty quick to make sure your order arrives with you as fast as possible. It’s best in this situation to call us on 01925 594451 with your order number & we will see what we can do to help you. We can’t guarantee that we can change the delivery address (but we’ll do our best!) so please take extra care when selecting your delivery address.

 

Do you deliver to my country?

At the moment we can only send orders to street addresses in the United Kingdom (including Jersey, Guernsey and the Isle of Man) & limited countries across Europe. Please see the full list of countries above. We don’t deliver to PO Box or BFPO addresses.

 

What are your delivery charges?

Our delivery options are as follows;

Standard Delivery – £3.95 – Estimated delivery between 3-5 days from order date. Order by 3pm on a working day (Monday to Friday) & delivery is estimated at 3-5 working days
Next Day Delivery – £6.00 – Estimated delivery the next day. Orders must be placed by 3pm the day before.
Weekend Deliveries – £6.00 – Orders must be placed by 3pm on the Friday for Saturday & Sunday deliveries.

 

How can I track my delivery/order?

When you place an order you will get a confirmation email first, and then you will get a despatch email when the item has been shipped and is on its way to you. Our courier will also email you once your order has shipped; on this email will be a link which you can use to track your order on the couriers tracking site. We use DPD for all of our parcels. Provided you have given us your email address & telephone number DPD will be in touch to let you know an hourly slot when your parcel will be delivered. If this isn’t convenient you will be able to amend it via their website.

 

Please note: If you do not have an account and checked out as a guest you will need to wait for your despatch notification email to track your order.

 

Delivery times?

Standard Delivery is estimated between 3-5 working days from order date. We will aim for 3 days but this can sometimes take up to 5 days at peak times. We will try & get your order to you as soon as possible.
Next Day Delivery can be chosen as long as you order by 3pm on a working day (Monday to Friday). Your order will be despatched for the next day. Saturday & Sunday Delivery is also an option but orders must be placed on Friday before 3pm.

 

Deliveries to remote locations (including highland or island addresses) may take up to 2 days longer.

 

How can I get an update on my order?

If you are looking for an update on your order, you can track your parcel via your DPD email link which will be sent once your order has shipped.

 

I do not have an account, how can I track my order/delivery?

If you checked out as a guest, and therefore don’t have an account, you can track your order by waiting for your despatch email from the courier. When you place an order with us you will receive two emails. The first is an order confirmation; the second is the despatch confirmation. Following that you will receive an email from DPD with your tracking information.

 

Where is my order?

When you place an order you will get a confirmation email first, and then you will get a despatch email. DPD will then email you with their tracking reference link so you can track your order on their site.

 

What happens to my delivery if no one is available/home to receive it?

If no one is home when the courier comes, don’t worry; DPD will try 3 times. After that they will deliver your parcel to the nearest pick up point to you. For each delivery DPD will give you an hour time slot when your parcel will be delivered. If this isn’t convenient you can amend it via their website just follow the link on their email.

 

Why haven’t I received an email to confirm my order?

If you haven’t received an email to confirm your order, you can check the status of your order in your account under “My Orders”. If you are concerned at all, just contact us at website@ilove.eu.com and we can look into this for you.

Payment Details

Are my credit or debit card details saved?

You can save card details for convenience if you have an account with us, but you will need to input your card security number each time you place an order. As a company we don’t save your credit or debit card details.

 

What payment types do you take?

You can pay for purchases using a major credit card, including Visa, MasterCard and American Express.

 

Why was my order payment rejected?

There are a few reasons this could have happened. Please double check that you have entered your card details correctly. Please also make sure that the billing address on the card matches the billing address on the order you are placing. (Note that card must be issued in the UK). For further assistance please contact our Customer Services either by phone 01925 594455 or by email website@ilove.eu.com

 

Can I change my payment details once my order has been submitted?

I’m afraid not, you are not able to amend your payment details once your order has been submitted.

 

Can I cancel my order?

Unfortunately not as we will start processing your order as soon as its received. For further assistance please contact our Customer Services either by phone 01925 594455 or by email website@ilove.eu.com.

If you choose to refund your order we will refund you the full purchase price of the items. Full information can be found in our returns policy.

 

Please note: If you choose to cancel your order you need to send your goods back to us in perfect condition. I love will not refund the return delivery charges (costs for returning the goods to us).

 

How do I know if my order was completed successfully?

When you complete an order online, you should see a page showing your order and payment details. Shortly after you complete your order, we’ll send you an email confirming we’ve received it. You can also sign in to your account and check ‘My Orders’.

 

How long will it take to get a refund?

It can usually take up to 14 working days (excluding weekends and bank holidays) from the date of your return for your parcel to be delivered back to our warehouse and processed. On receiving your return the next step is for us to check the item(s). Once the checks are complete we’ll refund your credit/ debit card. The funds should appear on your bank statement within 3-5 working days (how long depends on your card issuer). We’ll make sure to keep you in the loop and will send you an email as soon as your parcel arrives back with us and again when we have processed your refund.

 

Please note: Refunds can only be issued back on to your original payment method.

 

Customer Care

Where can I find my order history?

To find a history of all the orders that you’ve placed, or the status of a current order, log in to your account. Click on ‘My Orders’ and you will then be given a summary of your latest orders, including the status.

 

I’m having trouble logging into my account. Can you help?

We are sorry to hear you’re having some difficulties logging into your account, but hopefully we can resolve the issue. Why not contact our Customer Service team?

Customer Service Opening Hours

Monday – Thursday 8am – 5pm, Friday 8am – 4.30pm

Telephone Number (0)1925 594455

 

I forgot my password, what can I do?

If you’ve forgotten your password, you can request your password to be sent to the email address you have previously registered with by clicking the “Forgot Your Password” link. An email can be sent to you with a link to change your password. When you receive your email, click on the link or copy and paste it into your browser. Enter your new password and click ‘Submit’. You will then be taken back to the homepage and you will then be able to sign in using your email address and new password.

 

Please note: The link that you will be sent expires within 30 minutes. If you don’t think you have received an email with a link check your junk/ spam email folder just in case it’s gone in there.

 

How can I change my details?

You can change your details at any time by logging into your account, and editing your profile.

 

Are my personal details safe?

We take the protection of your personal information very seriously. You can look at our privacy policy for full information. We do not store credit card details and only require basic personal information necessary to deliver your order. If you’re using a shared or public computer, it’s best to log out of your account completely when you’ve finished shopping. You can do this by clicking the ‘sign out’ link next to your name at the top right of the screen.

 

How can I set up an account online?

To set up an account online just click on the “Sign In” button, at the top of the page or click on Join our Squad. You will then be directed to a screen to Login or Register. Click “Register”. This will then take you through to enter some details and set up a password.