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FAQ



I have never shopped with hop & cotton before. How do I place my first order?

First of all, welcome! You can start by registering an account with us and tell us more about your skin by completing your Skin Test. With this complete, you are now able to start shopping!

After you have placed an order and payment is made, we will start creating your custom formula and you will receive an email from us containing more details of your products. If you are happy with it, let us know with your approval and we can proceed with manufacturing it to have it sent to you as soon as possible! You can read more about this in the hop & cotton experience.

You can check the status of your order anytime by logging into your account.


I have shopped with hop & cotton before. How do I make a repeat order of the same product and formulation?

Welcome back! Simply log in and add the same product you wish to order again to your cart. You do not need to make any changes in your skin profile (via your Skin Test), although we would recommend that you check the details before you make payment as your skin conditions may have changed. After payment is complete, we will proceed with manufacturing and have it sent to you as soon as possible!

You can check the status of your order anytime by logging in to your account.


Why does it take up to 5 days* for my order to be despatched??

We do not have pre-made products ready for purchase and immediate shipment.

We make every single product from scratch as they are customised specifically for you. Hence, we need some time to formulate, manufacture and package .

*When you make a repeat order of an identical product you have bought before, we manufacture it straight away if it has the same formulation and will despatch within 3 business days!


What if I haven’t received my order even if it says it has been shipped and is past its anticipated delivery date?

Please contact us immediately! We will need to contact our postal company to find out what has happened.


Can I change the formulation of a product I purchased before for my next order?

Absolutely! Log in to your account and make the appropriate changes of your skin profile (via your Skin Test). Alternatively you can contact us to discuss before you place your next order.


Do you provide samples? Why?

As we custom-make every product from scratch, we regret to inform you that we are unable to provide samples. All our products not from any pre-made bases. They are uniquely formulated and manufactured for you.


What if I don’t like my products?

Your satisfaction with our products is of utmost importance to us. If you are having any problems or unhappy with your products in any way, please (Please! We don't bite!) contact us as soon as possible.


Can I return a product?

We highly encourage you to contact us before making the decision to return your product. Please read our returns and cancellation policy for more information.

Should you decide to return your products, please contact us before sending it back. No store credits or refunds will be made for returns that have not been authorised by us.


Is our website secure?

Some of you may notice that our website still doesn't contain the https prefix but please be assured that everything you submit through the site is being submitted via a secure encrypted channel (https) to make sure that all your information is kept private and safe with us!