Faq's

How do I use the website?

To shop and maximise your experience on our website, please create an account using your email address and a secure password. In your account you can save multiple shipping addresses and link to Paypal for a speedy, secure checkout.

 

What is in the Cienna Rose formula? 

All Cienna Rose products are 12 free which means they are non toxic and do not contain Formaldehyde, Formaldehyde resin, Camphor, DBP (Dibutyl Phthalate), Ethyl Tosylamide, Xylene, Toluene, Triphenyl Phosphate, MEHQ/HQ (Hydroquinone Monomethyl Ether), MIT (Methylisothiazolinone), Animal derived ingredients and Parabens.  That’s not all, Cienna Rose products are enriched with a cocktail of Pro Vitamin B5, Vitamin E and Lemongrass oil designed to nourish and enhance your nail experience.

 

Do you test on animals?

No, all of our products are cruelty free and are not tested on animals, ever.  In addition, all of our products are Vegan friendly and do not contain any animal derived ingredients.

 

How do I become a Cienna Rose Stockist?

Thank you for your interest.  To find out more about becoming one of our stockists, please send fill out our wholesale form or email us at hello@ciennarose.com and one of our team will get back to you as soon as possible.

 

Orders

 

 What confirmation will I receive after I place my order?

After you have placed your order, you will see an on screen order summary followed by an email confirming your order.  Another email with your order tracking information will be sent once your order has been dispatched and is on its way to you.

 

How can I change or cancel my order?

Unfortunately, we are unable to make any changes or cancellations once your order has been processed. 

  

Returns

How do I return an item?

If you are not completely satisfied with an item and want to return an item, you can do so within 14 days of purchase as long as the product is unopened, unused, any seals remain unbroken and in its original packaging.  Please contact us via email on hello@ciennarose.com.

All shipping charges incurred in connection with the return of an item are non-refundable.

Please note that you are responsible for paying all shipping costs and for the risk of damage or loss during shipping both to and from Cienna Rose ltd.  Therefore we recommend that you obtain a proof of postage receipt, so that you can track your package.   All shipping charges incurred in connection with the return of an item are non-refundable. Original shipping and handling fees will not be refunded. 

Please note, that this returns policy only applies to products purchased at ciennarose.com.  Any items purchased offline or through other retailers cannot be returned through our website.

 

I have received a faulty or incorrect item?

If you have received a faulty or incorrect item then please contact us immediately at hello@ciennarose.com with the information below: 
The order number
The faulty or incorrect item's name and number
A description of the fault.
If your order has arrived damaged, please send us photographic evidence so that we can investigate when and why the problem occurred.
All reports must be made to us within 72 hours of order arrival.

 

Contact Us

 If you have any questions about our Returns and Refunds Policy, please contact us by email at  hello@ciennarose.com

 

Payment

Which payment methods do you accept?

We accept Visa, Mastercard and American Express.  You can also pay with a PayPal account and Apple Pay. 

 

How do I use a promo code?

Once you have added all your items to your basket, please log in to your account and proceed to checkout.  Next to the summary of your order, you will see a box to ‘ Apply a Gift card or Discount code. Please enter the promotion code exactly as it is seen, without any spaces into the Discounts code box, then click on 'Apply' and it will apply to your order.

Please note that you must enter the promo code during the checkout process, as it cannot be applied later. 

If you still find that your promo code isn’t working then please check the below:

Promo codes can only be used once per order.

Promo codes cannot be used for gift vouchers.

Some promo codes may have specific terms and conditions attached to it, e.g. only available for a limited period or only on specific products. Please double check the terms and conditions associated with the promo code.

Once all your items have been added to cart please log-in to your account and ‘Proceed to Checkout’. On this page you will see a summary of your order on the right hand side, including a space to ‘Apply a Gift Card or Discount Code’ – before proceeding on to your Preferred Shipping Options

If you are having any difficulties in applying a promotional code or believe the code to be faulty, please contact our customer services team at hello@ciennarose.com and we will be happy to help. 

 

Delivery

When will I receive my order?

UK Customers 

Standard Delivery within 2-5 Days £3.99

Next Day Delivery  - Order before 12pm - £7.99 

Please note: During busy periods such as sale time, delivery may take up to 10 days

All orders placed during the weekend, Bank Holidays and any day after 12.00 GMT will be treated as received on the next working day. We do not dispatch or deliver orders on Bank Holidays, Saturdays and Sundays.  Any orders placed on Friday before 12pm will be delivered on Monday.  Any orders placed on Friday after 12pm will be treated as received on Monday and delivered on Tuesday. 

We aim to deliver your order to you in accordance with the Delivery Policy but offer no assurances or guarantees on time or date of delivery.

We will send you an email with your estimated delivery date and tracking information once your parcel has left our warehouse and is on its way to you. You can also track your order by logging into ‘My Account’ and viewing your most recent orders.

Your order will arrive between 7am and 6pm and a signature may be required on receipt of your parcel.  If you're not in when your parcel arrives, a card will be left with details on when delivery will be rescheduled or how you can receive it. 

 

EU Customers
Belgium, France, Germany, Luxembourg, Republic of Ireland, Netherlands 
Standard Delivery within 2-5 Days  - £14.00
Free delivery on all orders over £45.00
Austria, Denmark, Switzerland
Standard Delivery within 2-5 Days  - £15.00
Free delivery on all orders over £45.00
Czech Republic, Italy, Slovakia, Spain
Standard Delivery within 2-5 Days  - £17.00
Croatia, Estonia, Finland, Hungary, Poland, Portugal, Slovenia, Sweden
Standard Delivery within 2-6 Days  - £24.00
Please provide your contact number when placing your order.
Contact us for quotes to other EU markets
Please note: During busy periods such as sale or Christmas, delivery may take up to 10 days
All orders placed during the weekend, Bank Holidays and any day after 12.00pm GMT will be treated as received on the next working day. We do not dispatch or deliver orders on Bank Holidays, Saturdays and Sundays.  
We aim to deliver your order to you in accordance with the Delivery Policy but offer no assurances or guarantees on time or date of delivery.
We will send you an email with your estimated delivery date and tracking information once your parcel has left our warehouse and is on its way to you. You can also track your order by logging into ‘My Account’ and viewing your most recent orders.
Your order will arrive between 7am and 9pm and a signature will be required on receipt of your parcel.  If you're not in when your parcel arrives, a card will be left with details on when delivery will be rescheduled or how you can receive it.