Help & FAQ
Have you got a burning question? If you don’t find the answer to your question just get in touch with us!
Pamoja Skincare Ltd, Clavering House, Newcastle upon Tyne, NE1 3NG.
ORDERS AND SHIPPING
Which payment methods can I use?
We accept payments via Visa, Mastercard, Paypal, Google Pay and Shopify Pay.
Can I amend my order?
If you wish to make any changes to your order, please contact us within 1 hour of placing your order. We regret that we are unable to amend orders beyond this point. Please ensure you have entered the correct address details as we are unable to redirect orders after dispatch.
What does shipping cost?
UK 2nd class shipping is free or £8 for Special Delivery Guaranteed by 4pm. EU standard shipping is £9 or free on orders over £50.
USA & Canada standard shipping is £15 or free on orders over £90.
International orders can be made via our stockist Wolf and Badger.
When will my order be dispatched and delivered?
Orders will be dispatched within 24 hours. You will receive an order confirmation email followed by an email confirming dispatch. In the unlikely event of a delay to dispatch, we will contact you.
Delivery via takes 2-3 working days (UK), 3-5 working days (EU) and 6-7 working days (USA/Canada). Delays can be expected due to COVID-19. If you experience a delay, please get in touch and I will get up to date information on delivery services to your area.
We will dispatch any items on pre-order as soon as they become available.
Please note that import duties are your responsibility. We are not responsible for any loss or damage during transit.
I haven't received my order, what should I do?
Email us or contact us via Facebook Messenger, and we will help trace your order.
Can I cancel and return my order?
We hope you will enjoy using Pamoja products. However, if you are not happy, you can cancel your order any time before dispatch and up to 14 days after receipt provided it is in a new and unused condition. You will need to return the product within 14 days. Returns will be at your own expense. Ensure that the goods are packaged adequately to protect against damage. We recommend you obtain a free proof of postage. Once we receive the goods in a new and unused condition, we will issue a full refund within 14 days.
You do not have to give any reason for cancellation. However, a brief explanation will help us to improve the service we offer to customers in the future.
This policy does not affect your statutory rights.
Please check our Terms and Conditions for more information.
Please be sure to always read the full ingredients list and, suitability information and directions of use on the product description before placing your order.
If you wish to return your order contact us to arrange this at firstname.lastname@example.org.
Do you provide samples?
We do provide a sample with every order, subject to availability. If you'd like a specific sample, please leave a note at checkout and I'll do my best to provide it!
Do you have a promo code?
If you're new to Pamoja, welcome! Sign up to receive 10% off your first order and my 4 step 'Journey to Glowing Skin' a practical and holistic guide to transforming dry, sensitive skin naturally. I also share offers and promo codes only available to subscribers.
Why does it say my info is being transferred to the USA during checkout?
We use a website service called Shopify, which has servers in the USA. Credit card information is always encrypted during transfer over networks. Your information is securely held and isn't shared with any third parties.
Are products suitable for vegans?
Yes. We do not formulate with any ingredient derived from animal sources. Animal derivatives commonly found in cosmetics include lanolin, beeswax, honey or ingredients derived from dairy. We carefully source vegan alternatives. For example, lactic acid is often milk-derived however, we have sourced a non-dairy version obtained from maize and free from GMO. Hyaluronic acid can be sourced from animals, yet we have a vegan source derived from the bacterial fermentation of yeast and glucose derived from beans and potatoes.
Are products cruelty free?
Pamoja believes that beauty products should be cruelty free. We are proud to be Leaping Bunny approved. A global programme, Leaping Bunny requires cruelty free standards over and above legal requirements.
All of our cosmetic and personal care products are approved under the Cruelty Free International Leaping Bunny Programme, the internationally recognisable gold standard for cruelty free products. We adhere to a fixed cut-off date policy and proactively monitor our suppliers to ensure that our products continue to adhere to the Leaping Bunny criteria. Our supplier monitoring system is also independently audited.
For more information about Cruelty Free International, Leaping Bunny and Leaping Bunny criteria please visit www.crueltyfreeinternational.org.
What is the shelf life of products?
Pamoja products are made fresh in small batches of up to 50. All products have a unique 'use by' date on the label, between 6-12 months from the date of manufacture.
How natural is Pamoja?
Pamoja products contain natural and naturally derived ingredients. We never formulate with synthetic colours, fragrances, Phenoxyethanol, Methylisothiazolinone, EDTA, Sulphates (SLS, SLES and ALS), Silicones and Mineral oil.
We do formulate with the highest quality natural, organic and wild-harvested plant oils and butters. We also love to work with innovative natural active ingredients that are scientifically proven to deliver results in the skin as well as high quality naturally derived ingredients. We are very proud of our natural emulsifiers, chelating agents and preservatives that enable us to formulate products that are safe for customers and have lovely textures.
Do products contain preservatives?
All cosmetics containing water should contain a preservative to protect the product and the customer. Revive Multi-action Face cream includes a plant-based preservative system including a natural glycol derived from sugar cane and a preservative derived from star anise. These are naturally derived ingredients which are approved by COSMOS. Many brands, including some natural brands, use synthetic preservatives, whereas we are very proud of our natural preservative systems. All other Pamoja products are oil-based and do not contain preservatives.
What's an emulsifier?
An emulsifier is a substance which enables oil and water to be combined and stabilised to form an emulsion. An example of an emulsion in skincare terms would be a face cream or body lotion which is created by combining oil and water, two substances which don't mix, into a fine-textured and stable product. We use a COSMOS approved naturally derived and palm-free emulsifier obtained from rapeseed oil.
Do products contain essential oils?
We love to work with essential oils! Only the purest, highest quality essential oils find their way onto our products. They have therapeutic benefits for the skin and enhance the sensory experience of the product, bringing a beautiful, natural aroma to our products without the need for synthetic fragrance. These essential oils are carefully formulated well within the maximum dermal limits. We offer some products in an Essential Oil Free version as we know that some customers with sensitive skin prefer to avoid essential oils. It is vital to always patch test any new product.
Are products safe to use in pregnancy?
We have formulated our products to be safe to use during pregnancy. Some of our products do contain essentials oils. However, we do not formulate with essential oils which are contraindicated in pregnancy. Most essential oils contain tiny quantities of naturally occurring allergens which are declared on the ingredient list, and we can provide you with more information so that you can check with your doctor if you are concerned. Please let us know which product you are interested in, and we will provide the exact quantity of allergens contained in the formula.
Are products allergen-free?
No. It is impossible to guarantee that a product is allergen-free as any ingredient can be an allergen to someone, somewhere. We love to formulate with ingredients which are known to be suitable for the most sensitive skin. We do not formulate with synthetic preservatives, colours, fragrances and sulphates. We also do not formulate with ingredients derived from the following major food allergens - peanuts, almonds, hazelnuts, macadamia nuts, pecan nuts, walnuts, cashews, brazil nuts, pistachio nuts, sesame, egg, soya, milk, celery, mustard, lupin or cereals containing gluten such as oats, wheat and barley.
We provide all ingredient information in English, as well as Latin, to assist you in deciding if a product is suitable for you. It is vital for you to carefully read the full ingredients list and use instructions as well as patch test any new product.
We hand make all products in our artisan skincare lab, where we follow good manufacturing procedures that ensure the working environment is free from major allergens. We source all ingredients personally. However, the nature of the supply chain means not all suppliers can guarantee that ingredients are free from contamination.
Are products suitable for my skin type?
Pamoja products are designed to be suitable for all skin types, though they are particularly great for skin that is sensitive, allergy-prone and stressed out.
Products are perfect for eco-conscious customers with busy, modern lifestyles looking for products that leave skin feeling soothed, hydrated and protected with innovative natural actives that tackle pigmentation, dehydration and promote elasticity.
Are products palm oil free?
Yes. Rest assured that our products contain no palm oil or any ingredients derived from palm. There are many palm derivatives commonly found in cosmetics yet challenging to identify. If you want to avoid palm, look out for ingredients such as Capryl Triglyceride, Cetyl Alcohol, Stearic Acid, Elaeis Guineensis, Sodium Palm Kernelate, Sodium Lauryl/Laureth Sulphate and Ascorbyl Palmitate. Ingredients such as glycerine and glyceryl stearate are often made with palm oil. However, here at Pamoja, we have sourced palm free glycerine and a palm-free glyceryl stearate emulsifier.
Why aren't products certified organic?
We work with a variety of ingredients including natural, organic, wild-harvested and naturally derived ingredients. At the moment, the cost of certification is prohibitive as we are a small brand finding our feet. We will work towards certification in the future, but for now, we feel it is essential to be transparent about the ingredients we work with and why.
How are the products made?
Pamoja products are designed and handmade in our skincare lab in Newcastle upon Tyne. Our founder holds a Diploma in Organic Skincare Formulation, Certificate in Natural Cosmetic Preservation and a Certificate in Cosmetic Stability Testing from Formula Botanica, an accredited and award-winning school of cosmetic science. All products have undergone safety, stability and microbial testing required by EU law.
What is Miron violet glass?
Pamoja products are packaged in Miron Violet glass to help protect the very precious botanical ingredients in our formulations. Miron glass is a very high quality glass which blocks the complete spectrum of visible light except for the violet part. At the same time, it allows a particular element to be permeable for radiation in the spectral range of UV-A, and infra-red light. This unique combination offers optimal protection against the ageing processes that are released by visible light, thus lengthening the durability and potency of products.
Can I return empty containers to you?
We don't currently offer a return postal service. However, if you live locally, you can return used packaging to Something Good Co, 265 Jesmond Road, Newcastle upon Tyne, NE2. We are always looking for ways to be more sustainable, and are reviewing the feasibility of a wider return and reuse system. Watch this space!
How do I dispose of empty packaging?
Miron Violet glass jars and bottles can be recycled alongside other glass products. Lids and pipettes can also be recycled. We recommend removing the glass dropper part of the pipette to enable you to sort your recycling waste effectively. We also recommend reusing your glass jars – they make lovely containers for all kinds of small items, especially herbs and spices.
If you are having trouble recycling our containers, or any other waste, you can register with Terracycle – an innovative organisation that offers FREE and convenient ways to recycle a wide range of household waste. At Pamoja, we partner with Terracycle to recycle the disposable gloves used in our lab – we recycle a lot!