Do any of your products contain any animal by-products? We have removed all animal by-products from our cosmetic formulations, including all fragrances, bath & shower gels, bath oils, hand & body creams, soaps, balms, talcum powders, shaving products and deodorants. These products are suitable for vegetarians and vegans.
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Do your deodorant sticks contain any aluminium? No, our deodorant sticks are a mild anti-bacterial formulation that eradicates odours as opposed to an antiperspirant; so no aluminium is required.
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How do you open bath oils and splashes? All of our bath oils and splashes are tightly packed with a plastic band that on occasion, expands and causes difficulty in removing the stopper from the bottle. This can usually be rectified by placing the product in the refrigerator for 2-3 hours beforehand to allow the plastic band to contract.
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Do you use badger hair in our shaving brushes? Yes we do as this is by far the most superior fibre for applying shaving lubricants. However, as a part of gaining our warrant status we have proven to the Royal Warrant Holders Association (who re-issued our warrant in 2006), that our shaving brush supplier only purchases from ethical badger farms in a part of the world where badgers are not endangered and are in fact primarily farmed for their meat.
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Where are our products made? All of our fragrance and toiletries are made in the UK.

All of our gift and leather items are now sourced and hand made in Europe to guarantee quality and our commitment to keeping rare artisan skills alive.
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How long do your products last? All our spray fragrances can last up to 3 years if they are kept in their boxes away from direct sunlight or heat.

On all our other products you will see a small jar like symbol on the outer packaging, this is known as a period after opening symbol or a “PAO”. This PAO has a number followed by the letter “M” marked within the symbol. This indicates the number of months after opening that the formulation remains usable. So for example a product marked with “18M” is usable for eighteen months after opening.
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How do I purchase goods? We have made buying from Penhaligon's as simple as possible. Our shopping basket will store items you have placed within it for up to four hours. Each item for sale will have an order button. When you press this button you are taken to the order-processing page where the item will be automatically added to your basket. To view items in the shopping basket and amend them accordingly simply click on the 'complete order' button at the top right of the page.

You can input how many of each item you would like, decide to continue shopping, remove an item from the basket or check out and place your secure order.

When you are happy with your selections press the checkout 'complete order' button. It is at this time you would be asked for your name and address and then your credit card details.

It also enables us to store your personal information to assist you when checking out. This information will be stored in a 'cookie' on your computer. We will not store any such information on our system, in order to protect your privacy. The only details we cannot store are your credit card details.
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What payment types do you accept? Paying online is simple, we accept Mastercard, Visa and Switch debit cards. For more details see above. If you place an offline order you will be contacted by one of our representatives to arrange payment – this will usually be by cheque or postal order. Please make cheques payable to:

Penhaligon's
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Is my transaction secure? Every on-line transaction made within Penhaligon's is transmitted across the Internet using SSL (Secure Socket Layer) encryption. This industry standard method ensures that information sent from your browser is scrambled whilst in transit and decoded when it arrives on our server.

You are far safer using your credit card within Penhaligon's than you are in a restaurant in your local high street. We take the issue of security very seriously and have taken every step possible to protect you. Our servers sit behind a state of the art hardware firewall and the computer that handles the card services is a bastion host of the ishop mall servers, and not accessible from the Internet.

You are far safer using your credit card within Penhaligon's than you are in a restaurant in your local high street. We take the issue of security very seriously and have taken every step possible to protect you. Our servers sit behind a state of the art hardware firewall and the computer that handles the card services is a bastion host of the ishop mall servers, and not accessible from the Internet.

We have employed the services of one of the country's leading security experts who regularly monitors and updates our systems.
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What if I have problems ordering? Common reasons for problems when pressing the order button are; i) You are using an old browser that doesn't support SSL encryption. ii) You are browsing from behind a corporate firewall that will not allow secure connections. Speak to the system administrator at your office. They will either rectify the problem or you will have to order from another location. To check, point your browser to https://www.microsoft.com if you cannot connect to the Microsoft secure server it is likely that one of the above faults apply. If you are able to connect to Microsoft please call our hotline number and report the fault to us. We will assist you if we can.
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What risks are involved in buying online? All personal data, including your card number is transmitted over secure connections, meaning that no-one can 'eavesdrop' and capture your details. In addition to this, your card details are not viewable by us at all, they are simply transmitted over the bank's private X25 network for authorisation and payment transactions. You are protected because the transaction was carried out as 'Cardholder not present' This means that any payments will be refunded to your card should it be used fraudulently by someone else or you do not receive what you ordered.
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What happens if my card authorisation fails? If the authorisation fails, the most likely explanation is that you have input your card details incorrectly. If this happens, press the back button on your browser and you will be returned to the card input page. Check that all the details are correct, and make any changes necessary before proceeding. If all the details are correct and you still fail to get an authorisation then we advise that you contact your card issuer to establish why your card was not authorised. We will receive your order anyway and may contact you to arrange for alternative methods of payment.
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When is my credit card debited? Your card will normally be debited when the goods are despatched. An authorisation takes place when you place your order. This simply guarantees that the funds are available on your card and that payment will be made to us. This authorisation remains valid for ten days. When the goods are dispatched, we will debit funds from your account overnight directly into our own. If certain items in your order are out of stock or unobtainable we will only partially debit your card order. We are also able to cancel or refund individual items of your order should this become necessary.
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