Frequently Asked Questions
Welcome to AMZE®. Here you’ll find answers to some of the most common questions about our products, orders, delivery, returns and skincare routines.
For full information, please also see our Shipping & Delivery Policy, Returns & Refunds Policy, Privacy Policy and Terms & Conditions.
ORDERS & PAYMENT
How do I place an order?
You can shop directly through www.amze.co.uk by selecting your products, adding them to your basket and completing checkout.
AMZE® products may also be available through authorised third-party or social-commerce platforms such as TikTok Shop.
What payment methods do you accept?
The payment methods currently available will be displayed at checkout before you complete your purchase.
Availability may vary depending on whether you are purchasing directly through AMZE® or through a third-party marketplace.
How do I know my order has been received?
After successfully placing an order, you should receive an electronic order confirmation.
If you cannot find it, please check your spam or junk folder and make sure you used the correct email address when ordering.
Can I change my order after placing it?
Please contact AMZE® Customer Care as quickly as possible.
We will try to assist, but once an order has entered fulfilment or dispatch we may be unable to make changes.
Can I cancel an order before it is dispatched?
Please contact us immediately if you wish to cancel.
We will make reasonable efforts to stop the order, but this cannot be guaranteed once fulfilment has begun.
Your statutory cancellation rights remain unaffected. Please see our Returns & Refunds Policy for full details.
Can I use more than one discount code?
Unless expressly stated otherwise, discount and promotional codes cannot normally be combined.
The individual promotion terms will apply.
Why isn’t my discount code working?
A code may not work because it:
- has expired;
- requires a minimum spend;
- applies only to selected products;
- cannot be combined with another promotion;
- has already been used;
- is restricted to certain customers; or
- is not available through the sales channel you are using.
Please check the terms of the relevant promotion.
SHIPPING & DELIVERY
Where does AMZE® deliver?
AMZE® currently focuses primarily on customers within the United Kingdom.
The destinations we are able to deliver to will be displayed during checkout.
Please see our Shipping & Delivery Policy for full details.
How much does delivery cost?
Available delivery services and their charges are displayed at checkout before you place your order.
Delivery charges may vary depending on the delivery service, destination, parcel and any promotional offer running at the time.
How long does delivery take?
The estimated delivery period applicable to your order will be shown at checkout.
Please remember that where a delivery service is described as taking a certain number of working days, this will normally refer to the estimated carrier delivery period after dispatch, unless we expressly state otherwise.
Processing may take longer during particularly busy periods such as product launches, promotions, Black Friday and Christmas.
For the full terms, please see our Shipping & Delivery Policy.
Do you offer express or next-day delivery?
Where an express or next-working-day service is available, it will be displayed at checkout.
Cut-off times and carrier restrictions may apply.
Will my order be tracked?
Where tracking is available, tracking details will normally be provided after your order has been dispatched.
It can sometimes take a short period for the carrier’s tracking system to show its first update.
My parcel says delivered but I cannot find it. What should I do?
Please first check:
- around your property;
- any nominated safe place;
- with household members;
- with immediate neighbours;
- reception or concierge where applicable; and
- any delivery photograph or information provided by the carrier.
If you still cannot locate your parcel, please contact AMZE® Customer Care so that the delivery can be investigated.
What if I entered the wrong delivery address?
Contact us as quickly as possible.
If the order has not yet entered fulfilment, we may be able to correct the address.
Once an order has been processed or dispatched, we cannot guarantee that the delivery address can be changed.
Please see our Shipping & Delivery Policy for further information.
What happens if I miss my delivery?
Depending on the carrier, they may attempt redelivery, deliver to a neighbour or safe place, take the parcel to a collection point or provide instructions for rearranging delivery.
Please follow the carrier’s tracking information.
What happens if I do not collect my parcel?
The parcel may eventually be returned to us by the carrier.
If this happens, please contact AMZE® Customer Care.
Any cancellation, refund or redelivery will be handled in accordance with our Shipping & Delivery Policy, Returns & Refunds Policy and your statutory rights.
Do you ship internationally?
International delivery is only available where it is specifically offered at checkout.
If your destination is unavailable, we are currently unable to ship there.
RETURNS & REFUNDS
Can I return an order if I change my mind?
For eligible purchases made online, you will normally have a statutory right to cancel.
You generally need to notify us within 14 days after receiving the goods, and after cancelling you normally have a further 14 days to return them.
Our complete rules, including how to request a return, are set out in the Returns & Refunds Policy.
Can I return skincare after opening it?
Opening ordinary packaging does not automatically remove your statutory cancellation rights.
However, AMZE® does not operate a general “try it and return it if you don’t like it” guarantee.
Consumers are entitled to inspect eligible goods, but where a product has been handled or used beyond what is reasonably necessary to establish its nature, characteristics and functioning, we may be entitled to make an appropriate deduction for any resulting reduction in value. This is assessed according to the particular circumstances and applicable law.
Please read our Returns & Refunds Policy before returning a used product.
Can I return something because I don’t like the smell or texture?
You may still have an applicable statutory change-of-mind right within the relevant period.
However, personal preference regarding fragrance, texture, consistency or feel does not by itself mean that the product is faulty.
If the product has been substantially used, the condition and level of use may be relevant when assessing any applicable refund.
What happens if I have used most of the product and then decide I don’t like it?
AMZE® does not provide an empty-container or general satisfaction guarantee.
Where a product has been substantially used beyond what was reasonably necessary to inspect it, this may significantly reduce its value and may affect the amount refundable where the law permits.
This is different from a genuine faulty-product claim.
What if my product is faulty?
Please contact AMZE® Customer Care.
Faulty products are treated separately from ordinary change-of-mind returns.
Consumers have statutory rights where goods are not of satisfactory quality, fit for purpose where applicable or as described. The Consumer Rights Act includes a short-term right to reject qualifying faulty goods, normally lasting 30 days.
What if my product arrives damaged?
Contact AMZE® Customer Care as soon as reasonably possible.
Please keep the product and packaging.
We may ask for photographs showing:
- the product;
- external parcel;
- internal packaging;
- delivery label; and
- visible damage or leakage.
This helps us investigate what happened and resolve the issue.
What if I receive the wrong product?
Please contact us and provide your order details.
Where reasonably requested, please send us a photograph showing what you received.
If we have supplied the wrong product, we will arrange the appropriate remedy.
What if something is missing from my order?
Please check the complete parcel, all internal packaging and whether the order has been sent in multiple shipments.
If an item is still missing, contact AMZE® Customer Care with your order number.
We may review fulfilment, packing and delivery information as part of our investigation.
Who pays for change-of-mind return postage?
For eligible change-of-mind returns, the customer will normally be responsible for the direct cost of returning the products, as explained in our Returns & Refunds Policy.
UK rules permit the consumer to bear the direct return cost where the trader has properly informed them of this responsibility.
Where products are faulty or incorrectly supplied, different rules may apply.
Will my original delivery charge be refunded?
Where you validly cancel an entire eligible online order, we will refund the original standard delivery amount where required by law.
If you chose a more expensive delivery option, such as next-day delivery, we are not generally required to refund the additional amount above the cost of our least expensive standard delivery option.
Please see our Returns & Refunds Policy for the complete terms.
How long does a refund take?
Where a statutory refund is due, AMZE® will process it within the period required by law.
For returned goods, the rules generally allow a trader to withhold the refund until the goods have been received back or the customer has provided evidence of returning them.
Once AMZE® processes the refund, your bank or payment provider may take additional time to show the money in your account.
Can I exchange a product?
AMZE® does not currently operate a general change-of-mind exchange service.
Where appropriate, the normal process is to return the eligible product in accordance with our Returns & Refunds Policy and place a new order for the product you want.
This does not affect statutory rights to remedies for faulty goods.
OUR PRODUCTS
What makes AMZE® different?
AMZE® brings together modern skincare science and carefully selected botanical ingredients to create thoughtful, high-quality skincare routines.
Our approach focuses on purposeful formulation rather than unnecessary hype.
Science Inspired. Naturally Beautiful.
Where are AMZE® products manufactured?
AMZE® works with specialist cosmetic manufacturing partners.
Individual product information, including relevant manufacturer or Responsible Person information where required, is provided through the appropriate product packaging and documentation.
Are AMZE® products safety assessed?
Yes. Before an AMZE® cosmetic product intended for the Great Britain market is placed on the market, it is subject to the applicable cosmetic-product safety and compliance processes.
This includes the relevant cosmetic safety assessment and associated regulatory documentation.
Are AMZE® products vegan?
Where we specifically describe an AMZE® product as vegan, this is based on formulation and raw-material information supplied to us by our manufacturing and ingredient partners.
Please check the individual product information for claims that apply to a particular product.
Are AMZE® products cruelty-free?
We do not recommend putting a broad certification-style claim here unless you have completed the necessary supplier-chain verification to support exactly how you want to define “cruelty-free.”
Where AMZE® makes a specific cruelty-free or certification claim, it will be clearly stated on the relevant product or product page.
Are AMZE® products suitable for sensitive skin?
Everyone’s skin is different.
If you have sensitive skin, we recommend checking the complete ingredient list, introducing new products gradually and following all product directions and warnings.
Discontinue use if irritation occurs.
If you have a diagnosed skin condition, severe sensitivity or significant allergies, seek advice from an appropriate healthcare professional before introducing new cosmetic products.
Can men use AMZE®?
Yes.
Our skincare is designed around skin needs rather than gender.
Can teenagers use AMZE®?
This depends on the individual product and the user’s needs.
Please follow any age restrictions or warnings displayed on the product.
Younger users generally do not need unnecessarily complicated skincare routines.
Can I use AMZE® products during pregnancy or breastfeeding?
Because suitability depends on the individual formulation and personal circumstances, we recommend reviewing the complete ingredient list and discussing any concerns with an appropriate doctor, pharmacist or healthcare professional.
INGREDIENTS
Where can I find the full ingredient list?
The ingredient list is provided on the relevant product packaging and may also be shown on the AMZE® website.
If there is any discrepancy because a formulation or website listing has subsequently been updated, always check the ingredient list on the physical product you have received before using it.
Can AMZE® formulations change?
Occasionally.
Skincare formulations, raw materials or packaging can be updated over time.
For this reason, customers with allergies, sensitivities or particular ingredient requirements should always check the ingredient list on the product received before use.
Do your products contain fragrance?
Some AMZE® products contain fragrance and others may not.
Please check the ingredient list for the individual product.
I have an allergy. Can you tell me if a product is safe for me?
We can provide information about the ingredients listed in an AMZE® product, but we cannot diagnose allergies or guarantee that an individual will not react to a cosmetic ingredient.
If you have a known or serious allergy, check the complete ingredient list and seek appropriate professional advice where necessary.
USING AMZE® SKINCARE
In what order should I apply my skincare?
A typical routine is:
Cleanse → Tone → Serum → Eye Care → Moisturise → SPF during the day
Additional products such as facial oils, ampoules and masks can be incorporated according to their individual directions.
The instructions for your particular AMZE® collection should always take priority.
Do I need to use every product in an AMZE® collection?
No.
Our collections allow products to be used together as part of a considered routine, but you can also choose products according to your individual skincare needs.
Does serum go before moisturiser?
Generally, yes.
Most serums are applied after cleansing and toning and before moisturiser.
Always follow the directions for the particular product.
How much serum should I use?
Usually only a small amount is needed to provide a light, even application.
Follow the individual product directions because the recommended amount can differ according to the formula.
How often should I use a face mask?
This depends on the individual mask.
Please follow the directions supplied with the particular AMZE® product rather than applying the same frequency to every mask.
Should I wear SPF?
Sun protection is an important part of a daytime skincare routine.
Use an appropriate broad-spectrum sunscreen where needed and pay particular attention to any additional sun-protection directions associated with products in your routine.
How quickly will I see results?
It varies by product and individual.
Some cosmetic effects, such as hydration and skin feel, can be noticed relatively quickly, whereas other visible improvements may require consistent use over a longer period.
Results vary from person to person and we do not guarantee identical results for every customer.
STORAGE & PRODUCT INFORMATION
How should I store my AMZE® skincare?
Follow any storage instructions printed on the individual product.
Unless otherwise stated, products should generally be kept:
- in a cool, dry environment;
- away from excessive heat;
- away from direct sunlight;
- securely closed; and
- protected from contamination.
What does the open-jar symbol mean?
A symbol such as 12M indicates the recommended period for which the product should normally be used after opening.
For example, 12M means 12 months after opening, when stored and used appropriately.
What is the batch number?
A batch number identifies the production batch from which your product came.
Please keep this information available if you contact us regarding a suspected product-quality or safety issue.
SKIN REACTIONS
What should I do if a product irritates my skin?
Stop using the product if you experience irritation that concerns you.
If symptoms are significant, severe or persistent, seek appropriate medical advice.
You can also contact AMZE® Customer Care and provide the product name and batch number so that we can investigate where appropriate.
Does having a reaction mean the product is faulty?
Not necessarily.
People can have individual sensitivities to cosmetic ingredients even where the product itself complies with its specification.
However, AMZE® takes suspected product-quality and safety issues seriously and will investigate appropriate reports.
A suspected reaction does not automatically create an entitlement to a refund, but your statutory rights remain unaffected where the product itself is faulty or unsafe.
SOCIAL MEDIA & MARKETPLACE ORDERS
Can I buy AMZE® through TikTok?
Where an official AMZE® TikTok Shop is available, you can purchase our products directly through that channel.
TikTok Shop orders may also be subject to TikTok’s mandatory order, shipping and returns procedures.
What if I discover AMZE® through Instagram, Facebook or Snapchat?
If the advertisement directs you to www.amze.co.uk and you complete checkout on our website, it is treated as a direct AMZE® website order.
If the transaction is completed directly through another marketplace, that platform’s applicable procedures may also apply.
How do I know I’m buying genuine AMZE® products?
For your protection, purchase AMZE® products through:
www.amze.co.uk, official AMZE® marketplace accounts or authorised retailers.
If you are uncertain about a seller, please contact us before purchasing.
CONTACT US
How can I contact AMZE®?
Please contact AMZE® Customer Care using the contact details provided on our website.
If your enquiry concerns an existing order, please include:
- your full name;
- order number;
- email address used when ordering; and
- a brief description of your enquiry.
Where can I read your full policies?
You can find our:
Shipping & Delivery Policy
Returns & Refunds Policy
Terms & Conditions
Privacy Policy
through the footer of www.amze.co.uk.
Still need help?
If your question isn’t answered here, please contact AMZE® Customer Care and we’ll be happy to assist.
AMZE & CO LIMITED
Trading as AMZE®
Website: www.amze.co.uk
