Hair & Scalp Care FAQs
We hope you will find the answers to our most frequently asked questions below. If you need any further help, please contact our customer care team at contactus@biotinbeauty.com or use our Contact Us form.
About BiotinBeauty
Who is BiotinBeauty?
BiotinBeauty is an independent UK-based online store offering a carefully selected range of hair, beauty and personal wellbeing products.
We aim to make shopping simpler by presenting a considered selection of products alongside clear information and practical guidance.
BiotinBeauty is a trading name of Healthnutrics Limited, a company registered in England and Wales under company number 10455219.
What products do you sell?
Our range may include hair and scalp care, accessories and personal wellbeing products.
As our collection evolves, the products currently available can always be found through the main Shop menu.
How do you select your products?
We aim to select products based on factors such as their purpose, ingredients or materials, ease of use, customer relevance and overall value.
We do not believe that offering hundreds of similar products necessarily creates a better shopping experience. Our goal is to provide a more manageable selection and enough information to help customers make informed choices.
Are all products manufactured by BiotinBeauty?
Not necessarily. BiotinBeauty may offer products from a variety of manufacturers, suppliers and brands.
The relevant brand, manufacturer, ingredients, materials, specifications and instructions will be shown on the individual product page or product packaging where applicable.
Product Information
How do I know whether a product is suitable for me?
Please read the complete product description, ingredients or materials, directions, warnings and suitability information before purchasing or using a product.
If you have allergies, sensitivities, an existing medical condition or specific requirements, check the product label carefully and seek appropriate professional advice when necessary.
Are product results guaranteed?
No. Individual experiences and results can vary depending on the product, how it is used and personal circumstances.
Customer reviews and testimonials describe individual experiences and should not be treated as a guarantee that another customer will achieve the same result.
Is the information on your website medical advice?
No. Product descriptions, articles and Guides on the BiotinBeauty website are provided for general information and educational purposes only. They are not intended to diagnose, treat, cure or prevent any medical condition and should not replace advice from a doctor, pharmacist or other qualified healthcare professional.
If you are concerned about hair loss, scalp problems, skin changes or any other health issue, please seek appropriate professional advice.
What should I consider before taking a supplement?
Always read and follow the instructions and warnings on the product label. Do not exceed the recommended daily amount.
Before taking a supplement, consult a doctor or pharmacist if you:
- are pregnant or breastfeeding;
- take prescription medication;
- have an existing medical condition;
- have allergies or intolerances;
- are due to undergo medical tests or treatment; or
- are purchasing the product for a child.
Food supplements should not be used as a substitute for a varied, balanced diet and healthy lifestyle. Keep supplements out of the sight and reach of children.
Can I take more than one supplement at the same time?
Some supplements contain the same or similar vitamins, minerals or active ingredients. Taking several products together could result in consuming more than the recommended amount.
Compare the ingredients and suggested daily amounts carefully and consult a doctor or pharmacist if you are uncertain.
What should I do if I experience a reaction?
Stop using the product and seek appropriate medical advice. If you believe you are experiencing a serious allergic reaction or medical emergency, contact the emergency services immediately.
Please also contact us with your order number and details of the product so that we can record and investigate the matter where appropriate.
Ordering and Payment
Which payment methods do you accept?
The payment methods currently available will be displayed at checkout. These may include major debit and credit cards, PayPal, Apple Pay, Google Pay and Shop Pay.
All payments are processed through secure third-party payment providers. BiotinBeauty does not store your complete card details.
How will I know that my order has been received?
After completing checkout, you should receive an order-confirmation email at the address you provided.
Please check your spam or junk folder if it does not arrive. If you still cannot find it, contact us with your name, delivery address and approximate order time so that we can assist you.
Can I change or cancel an order after placing it?
We begin processing orders as soon as possible. If you need to request a change or cancellation, contact us immediately at contactus@biotinbeauty.com, quoting your order number.
Although we will try to help, we cannot guarantee that an order can be changed or stopped once processing or dispatch has begun. If it has already been dispatched, you may need to follow our returns procedure after receiving it.
Can I change my delivery address?
Contact us immediately if you notice an error in your delivery address. We cannot guarantee that an address can be changed once an order has entered processing.
Customers are responsible for checking that the complete delivery address and postcode are correct before submitting an order. Additional delivery charges may apply if an order is returned because the address supplied was incorrect or incomplete.
Why is my discount code not working?
Please check that:
- the code has been entered exactly as supplied;
- the offer has not expired;
- the qualifying products are in your basket;
- any minimum-spend requirement has been met; and
- the code is valid for your delivery location.
Unless stated otherwise, only one promotional code can be used per order. Some products or promotions may be excluded.
Delivery
Where do you deliver?
We currently deliver to the United Kingdom and selected European and international destinations. The delivery options available for your address will be shown at checkout.
We are unable to deliver to P.O. boxes. Certain products may also be subject to destination or carrier restrictions.
How much does delivery cost?
Delivery charges depend on the destination, service selected, order value and products ordered. The applicable options and charges will be shown at checkout before payment.
Please refer to our Shipping Policy for the latest delivery information.
How long will my order take to arrive?
Orders are normally processed within 24–48 hours on working days.
UK Standard Delivery usually takes approximately 2–5 working days, although customers should allow up to 14 working days in exceptional circumstances.
European delivery usually takes approximately 4–9 working days, while other international deliveries usually take approximately 7–14 working days. Customs processing and other circumstances outside our control may extend these times.
Delivery estimates are not guarantees. Weekends, public holidays, adverse weather, customs checks, carrier disruption and unusually busy periods may affect delivery.
How can I track my order?
If tracking is available, you will receive tracking information by email after dispatch. You can also visit our Track Order page and enter the requested details.
Tracking information may take a short time to update after a parcel has been handed to the carrier.
Why have I received only part of my order?
Items from the same order may occasionally be sent in separate parcels. If this happens, the remaining items may arrive separately and may have different tracking information.
Please check your dispatch emails before contacting us. You will not be charged additional delivery fees where we choose to split an order.
What should I do if my order is delayed or appears to be lost?
Check the tracking information and look for any attempted-delivery notification from the carrier. You may also wish to check with other members of your household, neighbours or a safe place around the property.
If you still cannot locate the parcel, contact us with your order number. A carrier may require a specified period to pass before a parcel can formally be treated as lost and investigated.
Will I have to pay customs charges?
Orders delivered outside the United Kingdom may be subject to import duties, taxes, customs fees or handling charges imposed by the destination country.
Unless expressly stated otherwise at checkout, these charges are not included in the product price or delivery charge and are the responsibility of the recipient. Customs requirements vary, so please check the relevant local rules before ordering.
Returns and Refunds
Can I return an unwanted item?
You may notify us that you wish to cancel an eligible order within 14 days of receiving it. After notifying us, you normally have a further 14 days to return the item.
Products must be unused, in their original condition and, where applicable, in their unopened and undamaged original packaging.
Please contact contactus@biotinbeauty.com before returning an item and quote your order number. Do not send a return until you have received the relevant instructions.
Are any products excluded from change-of-mind returns?
Certain products cannot be returned after they have been opened or unsealed where this would make them unsuitable for resale for health, hygiene or safety reasons.
Other exemptions may apply to personalised, perishable or otherwise legally exempt products. Any applicable restriction will be explained on the product page or in our Refund Policy.
These restrictions do not affect your statutory rights if an item is faulty, damaged or not as described.
Who pays the return postage?
Customers are normally responsible for the cost of returning an unwanted item.
If an item is faulty, damaged, incorrectly supplied or not as described, contact us before returning it. Where the return is accepted for one of these reasons, we will provide appropriate instructions and cover reasonable return costs where required.
We recommend obtaining proof of postage and using a trackable service, as returned items remain your responsibility until they reach us.
What should I do if my order arrives damaged, faulty or incorrect?
Please email contactus@biotinbeauty.com as soon as possible and include:
- your order number;
- the name of the affected product;
- a description of the issue; and
- clear photographs of the product, packaging and delivery label where relevant.
Please retain the item and all packaging until we have responded. We will review the information and explain the available replacement, refund or return options.
When will I receive my refund?
Once an approved return has been received and checked, we will notify you by email. Any refund due will be issued to the original payment method within the timescale stated in our Refund Policy.
Your bank or payment provider may require additional time to show the credit in your account after the refund has been processed.
Accounts, Privacy and Customer Care
Do I need an account to place an order?
You may be able to complete your purchase as a guest. Creating an account can make it easier to view eligible order information and complete future purchases.
How do you protect my personal information?
We use your personal information to process orders, provide customer support and operate our website in accordance with our Privacy Policy.
Payments are handled through secure payment providers, and BiotinBeauty does not store your complete payment-card details.
How can I contact BiotinBeauty?
You can contact our customer care team:
Email: contactus@biotinbeauty.com
Online: Use our Contact Us form
Please include your order number when contacting us about an existing order. We aim to respond as soon as reasonably possible during our normal customer-service hours.
If your question has not been answered here, please contact us. We will be happy to help.