FAQ

Because all of our formulas are custom and freshly mixed-to-order, we're unable to offer samples. Not ready to take the leap? Just email us at samantha@icicare.co.uk — we're here to make sure your formulas will be a perfect fit. We also stand by our products with a 100% satisfaction guarantee, which you can read more about here.

We stand-by our products with a 100% satisfaction guarantee* that covers your order within 40 days of the ship date. If you're not completely in love with your products, let us know and we'll make things right. We offer two options: you can receive adjusted formulas free of charge, or you can return your order for a full refund. Please note that we offer formula adjustments as a one-time exchange, and we cannot offer multiple exchanges on the same order. Please note, by choosing the one-time free reformulation, we will be unable to refund the original purchase order.To receive adjusted formulas, contact us at samantha@icicare.co.uk. Please provide your order number and feedback about your products. Our team will provide full instructions for completing the adjustment survey.

For a full refund, contact us at samantha@icicare.co.uk. Please provide your order number and the reason for your return request. We'll provide a prepaid return label, and we'll be back in touch when your refund has been issued.

*applies to first time orders only.

Our current delivery timeline is 10-15 working days. You’ll receive a shipping confirmation as soon as your custom products are on the way.

We put careful thought into what goes in your formula and are committed to selecting natural and as unprocessed as possible ingredients. That's why each ingredient has been carefully vetted by our chemist and Founder and ethically tested. Your formulas will always be free of Parabens, Mineral Oils, Dyes, Sulfates, GMOs, Phthalates, and Methylisothiazolinone (MIT).

Yes, our products are 100% plant-based.

No. We feel strongly about never testing on our furry friends and are working on getting leaping bunny-approved.

Yes and yes! If you let us know that you have a keratin or color treated hair during the consultation or hair quiz, we'll select your ingredients accordingly and make sure your formula is safe for your hair.

We're happy to check this for you! During the hair-quiz, let us know what your concerns are.

Absolutely. Silicone is commonly found in shampoos, and if you haven’t tried silicone-free products before, it may take a few weeks/washes to get used to. This ingredient often helps with hair detangling, softness and smoothness.

We offer bespoke custom hair care experience. It all starts with our online consultation to determine your unique hair and scalp needs. We take everything into account, from your hair goals to your lifestyle, environment, and ingredient preferences. All our hair care products are freshly mixed-to-order in London and delivered to your door within 10-15 working days from your purchase date.

We recommend that you give your products at least 5-7tries to allow your hair and scalp to adjust to your custom formulas. You may not notice an immediate difference overnight, but not to worry, great hair days are on their way!

We're glad you asked! Our packaging is plastic-free and the paper bags are made from recycled fibers. Our shipping boxes can be recycled through most curbside programs.

We do! You can choose the amount of the Giftcard and make another happy head.

Since we didn't want the risk of glass bottles breaking in the shower, our bottles are made from aluminium. We've found that this also helps to reduce our carbon footprint, as glass bottles are significantly heavier to ship.

Aluminium can be recycled indefinitely, but you can also reuse our bottles. Our paper bags are easily recycable.

We offer periodic promotions; just make sure you're signed up for our mailing list, and you'll always be in the know. Please note that any applicable discount or gift with purchase will be reflected in your shopping cart before checkout, and discounts can not be combined.

We do! You can subscribe to the refill program. Every month you tell us which product you have run out of and we will ship a new one to you. You can choose when to receive each of your custom products, and you'll receive a discount on every recurring order—along with free shipping and the same 100% satisfaction guarantee.

TBC

We define the different categories of hair type as:

Straight: Hair strands tend to not have a bend or a curl. Hair Type 1.

Wavy: Hair has a slight bend or wave pattern; somewhere between straight and curly. Hair Type 2.

Curly: Hair has a definite curl, S-shaped, or loopypattern. Can be prone to dryness and frizz. Hair Type 3.

Coily: Hair has a tight curl, spiral, or zig-zag pattern;tighter curls than curly hair. Sometimes known as "kinky" or"textured" hair. Hair Type 4.

Hair structure doesn’t refer to the number of hairstrands you have, but rather the thickness of each individual strand.

Fine: A single strand is thinner than a sewing thread. If you take a strand of hair between your fingers you don't feel anything.

Medium: A single strand is about the thickness of a sewing thread. If you take a strand of hair between your fingers you can feel the hair.

Coarse: A single strand is thicker than a sewing thread. If you take a strand of hair between your fingers you can feel a strong, thickstrand.

All of our products are formulated to be safe; however, children may have unknown allergies and may be more sensitive to specific ingredients than adults, which is why we always recommend consulting a physician first if you have any concerns.

First off, congratulations! And yes, our products are all safe to use during pregnancy. If you have any specific concerns though, we always recommend checking with your physician first. Let us know when taking the quiz so we can adjust your formula.