Frequently asked questions

Once your order is dispatched, you'll receive a confirmation email with a tracking link. You can also visit our order tracker at any time using your order number or email address.

We process orders quickly, so changes aren't always possible. Contact us immediately at orders@shopestra.com. If your order has already been dispatched, you can return it under our returns policy.

We're sorry about that! Please contact us with your order number and a photo of the item received. We'll arrange a replacement or refund right away.

Not currently, though it's something we're exploring. You can add a personalised note to your order at checkout, which we'll include with the parcel.

Standard delivery takes 2–4 working days after dispatch. Express next-day delivery is available on orders placed before 2pm. See our Delivery Information page for full details.

Yes — standard delivery is free on all orders over £25. Orders under £25 incur a flat £4.50 delivery fee.

Currently we ship within the United Kingdom only. We hope to expand internationally in the future — sign up to our newsletter to be the first to know.

Please check with neighbours, communal areas, or any safe-place noted on the tracking. If you still can't locate it, contact our team with your order number and we'll investigate with the courier.

You can start a return from your account order history or our order tracker. Returns are accepted within 30 days of delivery for unused, unopened products. See our full Returns Policy.

Once we receive your return, we process refunds within 5 working days. Allow a further 3–5 days for your bank to credit the amount to your account.

For hygiene reasons, we cannot accept returns on opened or used products unless they are faulty or not as described. Please read product descriptions and ingredient lists carefully before purchase.

Yes — every product on Shopestra is certified cruelty-free. This is a non-negotiable requirement for any brand we stock.

Many of our products are vegan, but not all. Products suitable for vegans are labelled clearly on the product page. If you're unsure, check the product description or ask us.

Yes — we have a dedicated range of fragrance-free and hypoallergenic products. Filter by "sensitive skin" on the shop page or check the product's suitability notes.

No — you can check out as a guest. However, creating an account lets you track orders, save addresses, manage returns, and build a wishlist.

Click Forgot password on the login page and we'll send a reset link to your email address.