Frequently asked questions
Six sections covering orders, delivery, the guarantee, using the products, safety and your account. Anything missing goes to [email protected].
Placing an order, changing it, and how you are charged.
How do I place an order?
Choose your pack size on the product page, add it to your bag and complete checkout. No account is required — you can order as a guest and still receive tracking by email.
Why are there 1, 2 and 3-pack options?
Most people reorder, so buying more than one set at a time costs less per set. The 2-pack and 3-pack carry the deeper discounts, and the 3-pack adds a travel ritual kit. Shipping is free on every pack.
Do I need a promo code for the bundle price?
No. Bundle pricing is applied automatically when you select the pack — the discounted price is the one you see before you add it to your bag.
Can I use a promo code as well?
Yes. There is a promo code field in the bag and again at checkout. Codes apply to the order total shown at the time.
Which payment methods do you accept?
The card and wallet options available to you are shown at checkout. If a method you expect is missing, it is not supported in your country.
Is checkout secure?
Yes. Payment is handled by our payment gateway over an encrypted connection. Your full card number is never visible to us and is not stored on this site.
What name appears on my bank statement?
Orders are processed by Explodely as the authorised payment gateway and reseller, so the gateway descriptor may appear on your statement rather than our brand name.
Can I change or cancel my order?
If the parcel has not shipped, write to [email protected] straight away with your order number and we will amend or cancel it. Once the carrier has scanned it, it has to be handled as a return.
Dispatch, tracking and where we ship.
When will my order be dispatched?
Orders are packed by hand and leave our warehouse within one business day of payment clearing.
How do I track my parcel?
A tracking link is emailed as soon as the carrier scans your parcel. If you created an account, the same link is in your order history.
How long does delivery take?
Delivery windows depend on your destination and are listed in full on our Shipping page.
Do you ship internationally?
Destinations we currently serve are listed on the Shipping page. If your country is not shown, contact us before ordering and we will confirm.
When is shipping free?
Always. Shipping is complimentary on every order, whichever pack size you choose. There is no minimum and no code to enter.
Is the packaging discreet?
Yes. The outer box is plain and unbranded — nothing on the outside names the product inside.
My tracking has not moved. What now?
Carrier scans can lag by a day or two after collection. If there is no movement beyond that, send us your order number and we will open an enquiry with the carrier.
How the guarantee works and how to use it.
What is the 30-day guarantee?
You have thirty days from delivery to decide. If the set does not become part of your routine, contact support before day 30 and we will arrange the return.
Does the guarantee apply to opened products?
Yes. You are meant to use it — testing the product properly is the point of the guarantee.
How do I start a return?
Write to [email protected] with your order number and a line on what did not work for you. We reply with return instructions.
When is my refund issued?
Once the return is confirmed, the refund is issued to the original payment method. Timing on your statement depends on your bank. Full terms are on our Refund Policy page.
My order arrived damaged.
Send us a photo of the parcel and the item with your order number on the day it arrives. Damaged and incorrect items are replaced, not returned at your cost.
Something is missing from my parcel.
Multi-pack orders occasionally ship in more than one box. If a box is missing after a day, contact us with your order number and we will trace it.
Creams, devices and getting the routine right.
How do the removal creams work?
They loosen the hair at skin level so it wipes away, rather than cutting it like a blade. That is why there is no blunt regrowth edge and no shadow.
How long do I leave a cream on?
Follow the time printed on the tube and do not extend it. If the hair has not released, the layer was applied too thinly rather than the time being too short.
Why is aftercare included in the box?
Freshly cleared skin loses moisture quickly. Applying the soothing gel straight away is the step that prevents most of the redness people associate with depilatory creams.
Will hair grow back thicker?
No. Surface removal returns hair with its natural tapered end. The coarse feel people describe comes from razors cutting the hair flat.
How often can I use them?
Most people repeat every one to two weeks as regrowth appears. Leave at least 72 hours between applications on the same area.
Can I use the devices in the shower?
The wet-and-dry sets can be used in the shower and rinsed under the tap. Do not submerge a handle and never charge it while wet.
How long does a device charge last?
A full charge covers several complete sessions. Charge any new device fully before first use to condition the battery.
Sensitive skin, patch testing and who each product is for.
Do I need to patch test?
Yes, before first use of any cream: a small area, then wait 24 hours. It takes a minute and it is the single best predictor of how your skin will respond.
My skin is sensitive. Can I still use these?
The formulas are built around delicate areas and the devices use hypoallergenic foils, but skin varies. Patch test first, and stop immediately if you see a reaction.
Are these products for women only?
No. Nothing in the range is gendered — the creams and kits are used by men and women on the same areas, which is why we ship one set rather than two.
Can I use a cream on my bikini line?
The facial formulas are intended for face, arms and hands. For the bikini line, a foil device from our kit range is the appropriate tool.
Can I use these while pregnant?
Skin sensitivity changes during pregnancy. Speak to your doctor before use, and always patch test.
Are these medical products?
No. They are cosmetic grooming articles and are not intended to diagnose, treat, cure or prevent any condition. See our FTC Compliance page for how we present claims.
Your data, your account, and reaching a person.
Do I need an account to order?
No. Guest checkout is available. An account simply keeps your addresses and order history in one place.
How do I reset my password?
Use the forgot-password link on the sign-in page. A reset link is emailed to the address on the account.
What do you do with my data?
We use it to process and deliver your order and, if you opt in, to email you. Full detail is in our Privacy Policy.
How do I manage cookies?
Use the Manage Cookies button in the footer of any page to review or withdraw your consent at any time.
How do I unsubscribe from emails?
Every email has an unsubscribe link at the bottom. It takes effect immediately and does not affect order notifications.
How do I contact support?
Product questions go to [email protected] and are answered by our own team. Billing, refunds and statement enquiries are handled by the Explodely helpdesk linked in the footer.