FAQ

Contact Us

How can I contact the THERAPIE Team?

The THERAPIE Team is on hand to answer any questions or queries you may have. You can either send us a message or give us a call on +44 (208) 9691221. Our office hours are 11.00  to 16.00 Monday to Friday.

Who is the THERAPIE Team?

We are a family-run company and a friendly team, available to support you. If you’d like to learn a little more about the team, so you can put faces to names, please take a look at our THERAPIE Team page here.

Where is the Folly Mews Sanctuary?

4 Folly Mews
223a Portobello Road 
London 
W11 1LU 

What is the registered business postal address?

THERAPIE Roques O'Neil 
16 Telford Road  
London 
W10 5SH 
London

This is also the address that all returns should be sent to, to be processed for any associated refunds.

Payment Options


What payment options are available?

You can make your payment on our highly secure website via Visa, Mastercard, Apple Pay, Google Pay, or PayPal.  

Delivery & Returns

What delivery options do I have?

All of our delivery options are ‘signed for’ to ensure peace of mind, making  sure your delivery  arrives safely in your hands. 

We offer 3 delivery options: 

UK Standard Delivery:  
For Standard Delivery we use Royal Mail first class post, which takes 3-6 working days and costs £5 for all orders up to £90, above which shipping is free.

UK Express (Next Day) Delivery: 
Express Delivery is £13. If you place your order before 1pm and opt for express delivery, it will arrive the following working day either by Royal Mail or courier.

International Delivery 
For deliveries within Europe, the delivery charge is £15 (for all orders under £60) or £25 (for all orders over £60). For deliveries outside Europe, the delivery charge is £25 (for all orders under £60) or £40 (for all orders over £60). 

Delivery Type

Cost

Delivery Timings

UK Standard

£5

Free for all orders over £90

3 - 6 working days

UK Next Day

£13

Next working day (for orders before 1pm)

Europe 

£15 for all orders under £60

£25 for all orders over £60

Up to 10 working days

Outside Europe

£25 for all orders under £60

£40 for all orders over £60

Up to 10 working days



How soon can I expect my order?

UK Standard Delivery items usually arrive within 3-6 working days.  Express Delivery arrives the next day, as long as the order was placed before 1pm. If your order is being delivered outside of the UK, delivery time may vary. 

How can I track my order?

All our UK orders are sent on a trackable delivery service.  Once your order has been dispatched you will receive a tracking number via email and you will be able to view its journey to you!  

Can I send my order to someone as a gift?

We know THERAPIE products make great gifts, therefore if you are wanting to process an order for delivery to someone else directly, simply enter the recipients details at the shipping address box. If you would like further assistance please feel free to contact the THERAPIE Team. Contact details for the team can be found here. 

Why does my order need to be signed for? 

To give you peace of mind, we send out all of our packages as ‘signed for’ to stop any going astray! So please do make sure you provide the correct delivery address at the checkout. 

Do you deliver internationally? 

THERAPIE does deliver internationally! Please be advised that orders outside the UK and EU may be subject to import duties and local taxes which are levied when the delivery reaches the specified destination. Please note that the THERAPIE Team has no control over these charges and cannot predict their amount. You will be responsible for payment of any such import duties and taxes. Please contact your local customs office for further information before placing your order and do also note that you must comply with all applicable laws and regulations of the country for which the products are destined (as we will not be liable for any breach by you of any such laws).

Do you offer a refund policy? 

THERAPIE hopes you’ll be satisfied with your purchase, but if for any reason you’re not absolutely satisfied, we like to put things right as quickly as possible. We are unable to do exchanges or refunds for opened or used products. We are also unfortunately unable to refund postage and packing charges.

How do I return items to you?

Please return goods unopened and within 14 days with original packaging intact with a copy of the delivery note. If you need to send a return to us, please contact us and we will talk you through the process. 

Submission of incorrect information resulting in non-delivery will incur a re-delivery charge. (This does not affect your statutory rights). The goods should be sent to: 

THERAPIE Roques O'Neil
16 Telford Road 
London 
W10 5SH

Please feel free to get in touch with the THERAPIE team and they will be happy to answer any further questions! 

How will my refund be processed?

Refunds are processed within 14 days of receipt of returned goods, onto your original payment method. 


Order Queries

What countries do you accept orders from? 

We accept orders worldwide - all countries and destinations welcome! 

How do I place an order? 

The THERAPIE Team wants to make shopping with us an easy and enjoyable experience. The easiest way to place your order is by visiting our online shop. To buy with confidence: click on shop, add to cart an item you want to buy, then proceed to shopping cart and checkout. If you are having  any difficulties with your online purchase and want further assistance with placing an order, The THERAPIE Team are happy to assist and process orders over the phone. 

What should I do if I have not received an order confirmation email? 

If your order confirmation email has not been received, please check your junk/spam folder. If you have checked your junk and spam folders and the email has not come through please contact the THERAPIE Team where we will be happy to resolve any issues. Find our contact details here. 

 

Can I cancel or amend an order? 

If you would like to change or cancel an order within 48 hours of ordering, please contact the THERAPIE Team as soon as possible and we will do our best to meet your request. Our team is on hand to help (Our office hours are 11.00 am to 16.00 pm)


What should I do if my order has been damaged or has a missing product? 

We always aim to provide the best quality goods - fault free and undamaged. On the rare occasion you receive a product that has been damaged, goods may need to be returned. Please contact the THERAPIE Team via email at hello@roquesoneil.com, uploading any relevant pictures with your order number, within 14 days of purchase and we will do everything we can to help. If you are missing an item from your order, please contact us and our team will be ready to fix the issue at hand! 

Sustainability

What are we doing as a company to look after the planet?

Here at THERAPIE we try to keep our carbon footprint as small as possible. Ways in which we do this include: using recyclable packaging, natural ingredients, and all products being cruelty free. This ensures our company is a clean and conscious beauty brand. (Read more about conscious beauty here)

Are your products vegetarian?

All of our products are vegetarian and cruelty free!

Are THERAPIE products 100% natural?

THERAPIEs collection of products are natural and organic whenever possible. Not all essential oils exist with organic classification (and the rigours of getting products through the Soil Association certification complex can be prohibitively expensive for small scale artisanal producers) but we are always on the lookout as more become available and we are thrilled that the world is rapidly evolving and that more and more producers are creating oils using fully organic techniques. 

THERAPIE products are pure and natural - we do not use any parabens, phthalates, dyes, phenoxyethanol, potassium sorbate, preservatives, GMO’s, fillers, synthetic ingredients or artificial fragrances. 

Where are your ingredients and materials sourced?

We love to source locally and are a champion of British producers, in the same way we also partner smaller businesses world wide from places like Lebanon, Oman, Australia and Oceania. At THERAPIE we try to keep our footprint as small as possible - we try to get most of our carrier oils and common oils from UK suppliers; where we buy ingredients from abroad we are mindful of our shipping choices so we can keep our carbon footprint down and we take care to travel in an eco-friendly way. 

Where can I see the ingredients listed in a product?

You can view them in the ingredients section on each of the individual product pages on the website. The ingredients are also listed on the side of all product packaging. 


What is clean/conscious beauty?

Clean or conscious beauty is when products contain fewer chemicals, are natural, cruelty free, eco-friendly, and most importantly a return to the foundations of our own natural beauty, radiance and health. At THERAPIE we make conscious choices when we are creating our products, clearly stating our ingredients and source of materials, allowing you the consumer to gain awareness of the products that are placing a focus on your health and the environment. Find more information about conscious beauty here.

Is the packaging eco-friendly?

All our postal packaging is recyclable or biodegradable. Our packaging includes cardboard boxes, paper sellotape, and paper protectors. All our products contained in glass bottles are fully recyclable and we are working hard on our sourcing of biodegradable plastic. 

Do you offer refills/ refill packets?

We sell refill packs of the Himalayan Detox Salts (500g), as the salts come in our glass packaging or the special edition apothecary jar. Buying the refill pack is a great way to reuse your existing glass bottles, and keep repurchasing the product!

Are THERAPIE products cruelty-free?

THERAPIE do not test on animals or accept ingredients that have been tested on animals. Our company is committed to sourcing the best possible ingredients, that are produced at the highest quality and meet THERAPIE’s high ethical standards. 

Product Info


Are your products safe to use during pregnancy?With the exception of the Comfort Warming Rub and Himalayan Detox Salts, all of our products are safe to use during pregnancy. For professional medical advice, we would always recommend contacting your midwife or doctor before using any beauty products or if you are in any way unsure.Do your products have an expiry date?Our products have between a 6-12 month expiration date from when they are opened, depending on the product. All details about expiry dates can be found on the product labels. Which products contain nuts?

None of our products contain nuts.

Are your products gluten free?

All of our products are entirely gluten free. 

Are your products safe to use during pregnancy?

With the exception of the Comfort Warming Rub and Himalayan Detox Salts, our products are safe to use during pregnancy. For professional medical advice, we would always recommend contacting your Midwife or Doctor.


Why are you called THERAPIE Roques ONeil?

The THERAPIE brand was born from the experience that our Founder Michelle Roques-O’Neil took from her years of experience treating people, hands on, on the therapy table. To read more about the evolution of our brand and our brand philosophy, do take a look at Our Story.

Newsletter

How do I sign up?

To sign up to our Newsletter,  please click here to enter your details. 

How do I unsubscribe?

To unsubscribe, click the ‘unsubscribe’ button at the bottom of your latest email from THERAPIE.

What are the benefits of signing up to the Newsletter?

When you first sign up, you will receive 15% off your first product purchase.

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