Help and FAQ

We’re proud to be supporters of sustainability and have made sure that our packaging reflects this. That’s why the box your order comes in can be recycled, the tape that we’ve used to seal it is made with water-soluble adhesive, and our Eco-Flo packing peanuts are 100% natural and biodegradable - they can even be washed down the sink as they are made of potato starch.

If you need help or would like to talk to us, we'd love to hear from you. Please drop us a line below or email us customerservices@aurelialondon.comalternatively please call the Aurelia office on 01793 537666 from Monday - Thursday 8.30am - 4:30pm and Friday 8.30am - 4pm.

You will be able to find your tracking link in the shipping confirmation email sent to you once your order was shipped. Please follow the link in your email for detailed information on your delivery.

Orders can be cancelled or exchanged within seven working days from the date of receipt of the goods if you send us a notice of cancellation in writing and return the goods to us in their original, unopened and unused condition. unfortunately orders can not be amended after they have been processed

If the goods you receive are damaged or faulty, or not what you originally ordered we will be happy to exchange the items or offer you a refund.

We hope that you will be delighted with your order. However, if for any reason you are not completely satisfied we are happy to offer a refund, exchange or replacement on all goods returned to us within seven days of your receipt of goods provided they are in their original, unopened, unused and undamaged condition. We will consider the condition of the goods being returned when making a refund. For more information please visit our Delivery and Returns page.

We currently accept all major credit and debit card providers and PayPal.

For a full list of countries we deliver to and the shipping options, please click here.

We are no longer running our loyalty program and have transferred
all loyalty points into gift cards. Please get in contact if you have not
received any communications.

hello@aurelialondon.com

We have migrated to a new platform, all accounts and order history was not transferred. Please contact customer service if you have any questions or require support.

hello@aurelialondon.com

Aurelia’s Probiotic Ingredients continuously protect, restore and balance the skin from within. They calm the natural immune triggers in your skin which can be overstimulated by pollution and stress and they reduce the damage these immune triggers cause to collagen, elastin and healthy cells.

Aurelia’s Probiotic Ingredients activate the skin’s natural ability to repair itself and boost the natural process of restoring collagen, elastin and healthy cells.

Equilibrium is maintained for balanced, glowing skin from within.

Our probiotics don’t use live bacteria or work on the skin’s surface microbiome as we believe there is a much better, more advanced way. Our probiotic ingredients work to calm the natural immune triggers in your skin which can be overstimulated by pollution and stress, among other factors. We pride ourselves on being probiotic skincare pioneers who lead the way in harnessing our new, natural science which remains unique to this day.

We are a Cruelty-Free International certified company supporting the end to animal testing in cosmetics. The Leaping Bunny mark is placed on our labels and outer boxes, offering peace of mind for all of our customers. This stipulates that no animal testing is conducted or commissioned for finished cosmetic products or ingredients by the company, its laboratories or its suppliers after a fixed cut-off date.

This accreditation required total transparency by Aurelia Probiotic Skincare, enabling Cruelty-Free International to independently audit us throughout our supply chains, ensuring that we adhere to its animal testing policy and the Standard's strict criteria.

If you are shopping for beauty in the EU, you can be confident that your products have not been tested on animals as a total ban has been in place since 2013. The challenges arise when some brands knowingly retail their products in China where they are still tested on animals. You can ship across the border to China and be exempt to this rule but the minute they retail within the country (in a department store, pharmacy or independent shop) the government insist animal testing takes place unless the product is manufactured in China. Many brands turn a blind eye to this. We don’t!

We are 'BioOrganic', a term that encompasses the ethically sourced natural, organic and wild harvested plant and flower botanicals used where possible throughout the Aurelia Probiotic Skincare range. Claire, Aurelia’s founder, made the decision from the beginning to choose to support communities who supply us unique botanicals from around the world. Often these are wildly harvested but these communities can’t always afford to get their land certified or accredited by independent bodies due to the costs involved. Accreditation would restrict our sourcing abilities, the choice of ingredients we want to work with and who we buy them from. Additionally, we use select, unique botanicals whose popularity are now growing as their benefits are being more widely discovered. These are often currently only available through our community sourcing network, and are not organically certified. To choose only organically certified ingredients would mean we would have to compromise on the variety of these rich, magical ingredients we use.

There are limitations in beauty. The term ‘organic’ refers to the growing method of the natural ingredients used, not the whole product. The term organic can only ever be applied to ingredients within products that are ‘grown’, so many natural products included such as clays, salts, minerals or even water that have many benefits can never claim to be organic.

All of our products (with the exception of the CBD range are suitable for use during pregnancy and breastfeeding. We are proud to be a safe, natural brand that can be used at all stages of pregnancy and postpartum care. If you would like any further advice please don’t hesitate to contact customerservices@aurelialondon.com

The whole range is suitable for vegetarians and many of our products are also registered with the Vegan Society. With a natural ingredients promise we are careful with the botanical ingredients we include, choosing only th every best in exquisite, BioOrganic ingredients to nourish, support and firm the skin.

We use probiotics which are derived from a cruelty-free milk protein in most of the range, meaning that as a brand we are not vegan. However we do carry a swathe of products which are vegan friendly, as they don’t contain probiotics or any other by-products.

Aurelia Products Registered with the Vegan Society:
Cell Repair Night Oil, Firm & Revitalise Dry Body Oil, Restorative Cream Body Cleanser,
Firm & Replenish Body Serum, Botanical Cream Deodorant

Little Aurelia Products Registered with the Vegan Society:
Sleep Time Top to Toe Wash; Sleep Time Top to Toe Cream; Sleep Time Bath & Massage Oil

We only ever use pure, natural essential oils or flower waters to fragrance the products in both the Aurelia Probiotic Skincare and Little Aurelia ranges. You will never find synthetic fragrances within the range, which means the range is suitable for those with sensitivity to perfumes. We use low levels of essential oils in bespoke blends to fragance the products, allowing for a sense of luxury and mindfulness with every application.

Adults can use the Little Aurelia range, however the levels of essential oils and firming ingredients won't be as high and the full range doesn't contain the powerful probiotic ingredients. Products like the Comfort & Calm Rescue Cream should be a mainstay in any bathroom cabinet however, as this healing cream can be used to treat bumps, bruises, insect bites and very dry skin.

Little Aurelia can be used from birth on your newborn. The soothing products and gentle, natural formulations are perfect for little ones' delicate skin and offer soothing, nurturing benefits to avoid dryness and sensitivity.

While we don't claim that our products will treat or cure certain skin conditions, we have seen incredible results for customers with more severe concerns. Aurelia's probiotic ingredients target and manage inflammation, the root cause of many major skin concerns, to protect, restore and balance the skin from within while boosting the skin's natural resilience.

The Probiotic Concentrate™ contains a much higher concentration of Aurelia’s Probiotic Ingredients which help to actively target more serious skincare concerns such as hyperpigmentation, deep wrinkles and redness. The Revitalise & Glow Serum has the alternative benefit, alongside containing a high level of probiotic ingredients, of also containing targeted BioOrganic botanicals which are packed with antioxidants, fatty acids, omegas and vitamin E to hydrate the skin. The two products work perfectly in tandem as the ultimate boosting treatment.

We would suggest to follow at least a basic routine every day, morning and evening. This would include a regime such as the 3-Step Probiotic Routine (Miracle Cleanser, Revitalise & Glow Serum and Cell Revitalise Day/Night Moisturiser) as a base, and then adding in eye care, bodycare and treatment products to suit your skin concern.

The Probiotic Concentrate™ can be used every day, in the morning or evening using maintenance or treatment application. Apply 1-2 drops to maintain glowing, healthy skin and three drops to target concerns such as wrinkles, fine lines, pigmentation or dullness.

As skin matures we all see the effects that pollution, stress and environmental factors can have on our skin. Aurelia's probiotic ingredients and more specifally The Probiotic Concentrate™ focuses on helping to minimise these effects by reducing the damage caused to collagen, elastin and healthy cells. Our powerful probiotic peptide also boosts the skins's natural production of collagen and hyaluronic acid to plump, smooth, lift and hydrate.

All Aurelia Probiotic Skincare and Little Aurelia products are made in England, United Kingdom.

We sell a variety of travel-friendly products ranging from face care to body and Little Aurelia. Visit the travel shop here: https://www.aureliaskincare.com/travel-skincare

If you are looking for firming face care then our probiotic skincare range is perfect for you. Start with the 3-Step Probiotic Routine and include three drops of The Probiotic Concentrate™ after cleansing once a day. The powerful boost of probiotics will encourage the skin's repair mode, an increase of collagen and hyaluronic acid production for firmer, more supple skin. Our fatty-acid rich botanicals will also encourage firmness. These can also be found in our botanical bodycare, primarily in the Firm & Revitalise Dry Body Oil and Firm & Replenish Body Serum.

All of our cartons, glass jars and bottles are recyclable. We are working towards ensuring that all lids, caps and pumps are recyclable in the future.

We do not currently hold sample stock of each of our products. Additional complimentary samples are available at checkout. It is at the discretion of Aurelia Probiotic Skincare to determine the number and type of samples on offer. Samples will not be included in orders containing only the Discovery Set.