Your questions, answered

All orders are packed and shipped from the UK with care.

Yes — we currently ship to the UK, EU, and Channel Islands. Shipping rates will be calculated at checkout based on your location.

Orders placed by 5pm (UK time) are usually dispatched the same day.

• UK: 1 – 3 working days
• EU: 3 – 7 working days
• Channel Islands: 3 – 5 working days

You’ll receive a tracking link as soon as your order is on its way.

We accept returns of unopened and unused products within 14 days of delivery.

If your item arrives damaged or faulty, please contact us at hello@botanicalmatrix.com and we’ll make it right.

Due to the nature of skincare, we’re unable to accept returns on used or opened products unless there is a fault or adverse reaction.

Our formulas are dermatologically tested and made with gentle, naturally derived ingredients. However, everyone’s skin is different.

If you experience any irritation or sensitivity, stop using the product and contact us at support@botanicalmatrix.com. We’ll always do our best to help — whether that means a refund, a store credit, or another solution that feels right.

Yes, all our products are tested and formulated with skin-friendly ingredients.

If you have sensitive or reactive skin, we recommend doing a patch test before use — just to be safe.

Yes — Botanical Matrix is proudly vegan and cruelty-free.

We never test on animals, and neither do our suppliers.

Store your products in a cool, dry place away from direct sunlight.

Each item includes a PAO (Period After Opening) symbol for guidance.

Our products contain essential oils at low levels and are formulated to be gentle.

However, we always recommend checking with your healthcare provider if you are pregnant or breastfeeding.

Refill options are coming soon.

Our packaging is designed with sustainability and refill-ability in mind. Join our mailing list to be the first to know when refills launch.

We accept all major debit and credit cards, PayPal, Apple Pay, and Google Pay.

Secure recurring billing is also available for subscriptions.

If your order hasn’t yet been packed, we’ll do our best to help.

Email us at support@botanicalmatrix.com as soon as possible with your order number.

Yes. We’ve developed a full range of sensorial skincare rituals designed to nurture, nourish, and uplift — and they’ll be launching soon.

WAKE UP is just the beginning.