Customer FAQs

ORDERS:

Why am I receiving multiple deliveries for my order?

This is because you have ordered from different brands, so the products are sent from different locations. It also means you will receive each package as quickly as we can get it to you.

Can I collect my order from your store?

Currently we do not offer this service. This is due to our unique business model where our physical locations may vary. Every order is fulfilled directly to you from the brands we represent.

My order has not arrived. I need help!

Firstly, we are sorry there has been a delay in receiving your parcel. Please contact us as quickly as possible and we will support you through the next steps.

My order arrived faulty or damaged. What do I do?

On the rare occasion this may happen, please contact us as quickly as possible and we will support you through the next steps.

How do I exchange my order?

Currently we do not offer exchanges. 

DELIVERY AND RETURNS:

Where do you deliver?

Currently we only deliver within the UK. As we grow, this of course may change. If you desperately want an order fulfilled to another country, please contact us at hello@seekology.co and we will advise if there is anything we can do to help you.

How much does delivery cost? 

The cost of shipping depends on the brand you are buying from. Each brand has their own delivery costs, usually depending on how much you are spending or the weight of the products you are purchasing.

Why am I paying multiple shipping costs?

As we support many different independent businesses, the orders are shipped directly from each brand. So if you are buying from more than one brand, you will be charged each of their shipping costs (if any) which will be combined into one total cost for you at the check out stage of purchase.

Where are the products shipped from?

In order to stay true to our ethos, we support our brands by having them send your orders directly to you. We do not ship from Seekology directly.

What do I do if there is a problem with my order?

Firstly, we are sorry this has happened. Please reach out to us directly and we will help to resolve the issue as quickly as possible.

What is your returns policy? 

We hope you are happy with your purchase, but if you do change your mind we offer a full refund or exchange providing:

- You have proof of purchase within the past 14 days

- The product is unused with no packaging damages or broken seals

- The product is not personalised for you in anyway

Please don't hesitate to contact us directly to understand what is possible and if you are eligible for returns.

PAYMENT:

Will I have to make multiple payments due to the marketplace model?

No; you will only need to make one payment for all the products you buy in one transaction.

What payment options do you provide?

Currently we accept VISA, Mastercard and AMEX as well as Google Pay.

ABOUT US:

Why is Seekology different?

Seekology is a new form of retail – we focus exclusively on independent beauty + wellbeing brands and our mission is to help you discover and learn about these brands, both in real life and online. 

We are great believers in physical retail and are planning our next series of pop ups; we hope that you will keep coming back to see our new brands and products. And we help you learn about brands through our series of events

When you make a purchase at Seekology, you vote with your wallet: you choose to support creativity and entrepreneurship through a positive impact on the livelihood of small business owners. 

How do you select the brands you feature?

All the brands at Seekology are handpicked by our Founder, Rebecca Saunders, who has worked in retail for many years for brands like John Lewis, Tiffany and J.Crew. We have a rigorous selection process based on our knowledge of our customers and only accept a small proportion of applications through our website. 

We are completely focused on beauty + wellbeing and want to be the destination to discover new brands within these categories. We carefully balance the mix of products in store to ensure that you come away inspired, educated and energised by our brands’ remarkable stories. 

Do you have a physical store?

We do not currently have a physical store, so please sign up for emails on our homepage or follow us on social media at @SeekologyUK to be the first to hear about our next store plans.

OUR PRODUCTS:

Are all your products vegan?

Many, but not all, of our products are vegan. We believe that customers should have the choice as to whether they want to shop entirely vegan products.  

Are all your products natural and organic?

Many, but not all, of our products are natural and organic. Often preservatives – which give beauty products a longer shelf life – are not natural. And some of our brands have not received organic certification simply because it is onerous and expensive for small brands to do so. At Seekology, we want to help you make informed choices around natural and organic products if this is important to you.