FAQs

About us

Question: Who are Pylon?

Answer: Pylon is an online skincare shop featuring predominately Korean brands, renowned for their innovative and effective formulations.

We curate vegan, cruelty-free, and eco-friendly skincare, ensuring high ethical standards.

Our gender-neutral and inclusive approach means everybody can access our products, with a focus on making a positive impact on both the planet and society.

Read more here.

Question: Where are you based?

Answer: We're a UK-based company operating from Bristol, with our registered office in London.

Please see here for more details.

Question: How can I contact you?

Answer: Please feel free to reach out to us anytime here.

Question: What is "Earth-conscious Skincare"?

Answer: "Earth-conscious Skincare" is our commitment to offer only products that align to our strong ethical values. All of the products we offer are:

  1. Vegan or vegan-friendly
  2. Cruelty-free
  3. Contain no silicones

We believe we can look after ourselves while looking after the planet, and invite you to join us on this journey.

Greenspark

Question: Who are Greenspark?

Answer: Greenspark support businesses to create positive environmental impact.

Read more about Greenspark here.

Question: How does it work?

Answer: A portion of every order is donated by Pylon to support important environmental projects around the world. You can see the impact of your order on the cart page, before you complete your payment.

Question: How much impact has Pylon made?

Answer: For details on our impact, please visit our public impact page here.

We’re just getting started and are excited to see the growing positive difference you’ve helped us make!

Products

Question: Are all of your products vegan?

Answer: Yes, all of the products we offer are vegan or vegan-friendly, meaning they contain no animal-derived ingredients.

Question: What does cruelty-free mean?

Answer: Cruelty-free means that the product has not been tested on animals, aligning with ethical standards that prioritise the well-being of animals.

Question: Why no silicones?

Answer: Silicones are avoided in the products we offer because they can form a barrier on the skin that traps impurities, potentially leading to breakouts. While they provide a smooth, silky feel, they don’t offer long-term benefits.

Importantly, silicones are non-biodegradable, meaning they persist in the environment and contribute to pollution.

By promoting silicone-free products, we support healthier skin and a more sustainable planet.

Question: What do you mean when you say "eco-friendly"?

Answer: "Eco-friendly" means that something is designed to have minimal impact on the environment.

This can involve using sustainable materials, reducing waste, conserving energy, or minimising pollution.

In general, eco-friendly products and practices aim to protect natural resources and reduce harm to ecosystems and human health.

Shipping & Delivery

Question: How long will it take to process my order?

Answer: Please allow 24-48 hours to process your order. Expect an email within 24-48 hours to let you know your order is on the way!

Question: Which delivery company do you use?

Answer: We use Royal Mail to ensure reliable service for our customers.

Question: How do I receive free shipping?

Answer: All orders over £35 will receive free Tracked 48 Delivery at checkout.

Question: How much does shipping cost?

Answer: We offer flat-rate shipping with the following options:

Tracked 48 Delivery (2 working days): £3.95

Tracked 24 Delivery (next working day): £4.95

Question: Do you use plastic in your shipping?

Answer: No, our shipping boxes are 100% plastic-free and made from corrugated cardboard. We source them from an eco-friendly supplier and use SizzlePak shredded paper for protection. The boxes are sealed with paper tape, and our shipping labels are thermally printed without ink. Even the label dispenser is made from cardboard!

For full details, please see our Shipping Policy.

Returns & Refunds

Question: How do I start a return?

Answer: To start a return, please read our Refund Policy, then contact us here.

Question: How long do I have to return an item?

Answer: We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

Question: How long does it take to receive a refund?

Answer: Once your refund is approved, you’ll be automatically refunded the full order amount minus the shipping costs on your original payment method within 10 business days.

For dull details, please see our Refund Policy.