Frequently asked questions
Ordering
Are your products genuine?
Yes. Everything we sell is bought through legitimate trade supply, sealed, stored properly and sent out well within date. We are a reseller of genuine branded stock, not an authorised dealer for every brand we carry, and we do not claim otherwise.
Can I change or cancel an order?
Email us as soon as you can at ryan@tonikcollective.co.uk. If it has not been dispatched we can usually change or cancel it. If it has already gone, you can return it under our returns policy.
Something is out of stock. Will it come back?
Often, yes. Stock moves in cases, so lines go in and out. Email us about anything specific and we will tell you honestly whether it is coming back or gone for good.
Delivery
How much is delivery?
It is charged on the value of your order:
- Orders up to £24.99 — £3.95
- £25 to £49.99 — £5.95
- £50 to £99.99 — £7.95
- £100 and over — £9.95
The exact cost is shown at checkout before you pay.
How long does delivery take?
Two to three working days, tracked. We do not currently offer a next-day service.
Do you deliver outside the UK?
Not at the moment. We deliver across the United Kingdom only.
What will the parcel look like?
Plain, unbranded outer packaging with no indication of what is inside, which is useful if you are sending a gift.
Returns
Can I return something I have changed my mind about?
Yes, within 14 days of delivery, as long as it is unused with its seal intact. Cosmetics and personal care items that have been unsealed cannot be returned for hygiene reasons, unless they are faulty. This is a standard exception under the Consumer Contracts Regulations.
Something arrived damaged or faulty.
Email us within 30 days with your order number and a photograph. We will replace it or refund you in full, including delivery, and you will not pay to send it back.
Ingredients and safety
Where can I find the ingredients?
On the product page. Every listing carries the full INCI list wherever the manufacturer publishes one. If a product does not show one, it is because we could not verify it against a reliable source and would rather leave it off than guess — email us and we will read it off the pack for you.
I have an allergy. Can I check before ordering?
Please do. Email us the ingredient you need to avoid and we will check the pack itself, not just our listing, before you buy.
Are the hair colour products safe to use at home?
The toners, colour masks and colour conditioners we sell are semi-permanent direct dyes rather than peroxide-developed permanent colour, but they are still colourants. Read the allergy alert on the product page and on the pack, do the recommended allergy test, and do not use them on anyone under 16.
Products
Are your soaps vegan?
The English Soap Company range we carry is vegetable based and vegan friendly. Always check the ingredient list on the product page and the pack itself, as formulations change.
Is the Korean skincare the UK or the Korean version?
We buy through UK and EU distribution, so it is the UK/EU formulation, which occasionally differs from the Korean-market one. The ingredient list on the product page is the one that matches what we ship.
How should I store soap so it lasts?
On a well-drained dish, out of standing water, and away from the direct spray of the shower. A triple-milled bar kept dry between uses will outlast a wet one several times over.
Still stuck?
Email ryan@tonikcollective.co.uk and we will come back to you, usually the same working day.