Frequently Asked Questions

Shopping

Yes! STEAMCREAM is bursting with pure essential oils that provide moisture to the hair. Once on the hair, these oils are absorbed and allow the hair strands to be gently styled. Just put a tiny amount on your finger tips and style as required to tame your locks!

Please sign up to our e-newsletter and we will write to you when we have new tins, news or offers.

As we have a constantly changing range of tin designs we do not have a catalogue that we mail out. You can however view our full range of tins online - please visit our shop and sign up to our e-newsletter for all the latest news.

Please email us at enquiries@steamcream.com and let us know how many tins you would like to order and we shall let you know.

No - this is an integral part of our brand. All tin designs apart from Original (and Freedom & Discipline in the UK) are limited edition so once they have sold out in a particular country they will not be sold again.

Our design gallery is a complete historical record of all the designs we have created since our launch. It includes designs that have now sold out as well as our current collection. If you would like to see which designs are currently available to buy, please visit our shop.

We aim to release approximately two-three new designs every month. Please sign up to our e-newsletter and we will write to you when new tins are available to order.

Ordering

If you need to change any order details please phone us on +44 (0) 2036 370 025 between 9am - 5pm GMT or email enquiries@steamcream.com within 2 hours of placing your order, or before 12pm Mon-Fri. If you do not contact us within this time frame then you will need to return your order if you still wish to change it.

You will receive order confirmation via email once we have successfully processed your order.  The email will contain the following details: tins purchased, payment information, delivery method and delivery information. If for any reason you have not received these e-mails, please check your spam and / or junk mail folders.  If you have not received an email and you would like one sent to you, please contact STEAMCREAM at enquiries@steamcream.com to request one.

We will not be charging VAT to Channel Island customers if they order through the STEAMCREAM website, as Guernsey and Jersey are VAT exempt.

Yes, STEAMCREAM will add on VAT to your order at the checkout for applicable countries.

You can pay for purchases using all major credit cards except American Express. Accepted cards include Visa, MasterCard, Delta, Maestro and Solo. You can also pay via your PayPal account.

The promotional code should be entered at the checkout, after you have reviewed your selected products and shipping options. You can then proceed to the section marked ‘Apply discount code’ where you will be able to enter your code. Once entered, your basket contents and value will be recalculated to account for the promotional code. Please note that VAT is added on after the new total is calculated with the promotional code.

3-D Secure is a security feature which ensures that payments using certain credit and debit cards are authenticated by the card holder with their bank at the time of the transaction. 3-D Secure is the common name for the technology behind MasterCard SecureCode (MSC) and Verified by Visa (VbV). If your card is enrolled with 3-D Secure, during the payment flow you will be prompted by your bank to enter a password to verify that the transaction is authorised by the card owner before completion. Your 3D secure password is set up between you and your bank to further secure transactions over the internet or where the card holder is not present. Please note that this is a security measure set up by the bank and not by STEAMCREAM.  If you are enrolled in 3D Secure, you must correctly enter your 3D secure password for your payment to be authorised. If you have forgotten your 3D Secure password or do not know if you have set one up, you will need to contact your bank to retrieve these details in order to proceed with payment. If you are still having issues, please feel free to phone us on +44 (0) 2036 370 025 between 9am - 5pm GMT to place your order directly.

There could be a variety of reasons why your payment has been rejected. We would recommend first checking with your bank to ensure there are sufficient funds for your order. Secondly, if you are using a MasterCard or Visa credit or debit card to pay for your order, you will be asked for your 3D Secure details to complete the payment process. Please ensure these are correct. If further problems occur, you should contact your bank to investigate further.

Yes, please phone us on +44 (0) 2036 370 025 between 9am - 5pm GMT and we will be happy to help you.

Delivery

Yes, if you contact us 2 hours after the order has been placed or before 12pm GMT Monday to Friday. Unfortunately we cannot change your delivery address after this time.

Yes, we will alert you via email when your order has begun its journey to you.

You have a right to cancel your order before we despatch it (orders are normally despatched within one working day if orders are placed before 12pm). Should you wish to cancel your order, please call us on +44 (0) 2036 370 025 between 9am - 5pm GMT or within 2 working hours or before 12pm Mon-Fri.

If you are cancelling your order because you've changed your mind, please note that you will have to pay the costs for returning the goods if the goods have already been despatched. We will be happy to exchange the items or refund the card used to make the purchase. We are not able to refund any postage charges but we will send any exchange items free of postage charges.

For orders sent out via Royal Mail, you will not be able to track your order. If you have requested your order to be sent by Express Delivery or any other delivery method using UPS, we will be able to provide you with a tracking number. However, if you have a query about your order despatch, please phone on +44 (0) 2036 370 025 between 9am - 5pm GMT or email us at enquiries@steamcream.com.

Yes, we do deliver to University addresses. As long as you have clearly supplied the room number, name of residency hall, building block or department, it shouldn’t be an issue.

Please see the DELIVERY INFORMATION page.

STEAMCREAM are able to deliver globally. Please see the DELIVERY INFORMATION page.

If you require your STEAMCREAM to be delivered next day, please contact us and we will do our best to accommodate your requirements. Please note that orders must be placed before 1pm GMT to be guaranteed Next Working Day delivery. Scottish Highland and UK island deliveries can take up to 2 working days, so for this reason we cannot guarantee Next Day Delivery for these locations. We cannot process orders over the weekend, so an order placed on a Friday will not be delivered until the following Monday. Charges will vary depending on location, postage price given on request. UK destinations only.

Returns

Please see the RETURNS POLICY page

Skincare

Heating oils to high temperatures can cause some damage. This normally only happens, however, when you heat them to a very high temperatures i.e. when they begin to smoke. Although the use of STEAM would imply the use of relatively high temperature (i.e. 100ºc), the raw materials themselves never reach this temperature. STEAM is passed through them and gradually raises the temperature of the cream to no higher than 75ºc before the heat source is removed.

Using the finest quality vegetable oils, almond and organic jojoba oils helps maintain the maximum benefit from the ingredients. In addition, the fragrance, a natural blend of pure essential oils, is added when the cream has been cooled so does not suffer any heat damage. The production method itself creates a light cream that is readily absorbed into the skin providing longer lasting hydration.

The power and energy produced by high pressure STEAM melts and fuses the raw vegan ingredients at a speed that defies most traditional cream-making methods. This force and intensity emulsifies the ingredients immediately, producing a beautifully textured, fast absorbing cream. This light and glossy emulsion is held together so gently, that it allows the cream to break down immediately on contact with the skin. Plant extracts including oatmeal, orange flower water, jojoba oil and lavender essential oils can get to where they are needed, instantly.

In most creams, the emulsifying process is what holds the ingredients tightly together. It can also stop creams breaking down. Because of this, each ingredient struggles to enter the skin individually. It stays as a blend, moisturising the skin’s surface yet preventing the real goodness from reaching deep into the skin’s molecular structure. STEAMCREAM’s light, gentle and loosely bound emulsion allows each ingredient to break back down to its purest form and reach where it’s needed fast.

The orange flower water, oatmeal infusion and glycerine hydrate and moisturise deep into the skin. The almond and organic jojoba oils combine with cocoa butter to seal in their goodness, softening the skin’s surface. The process is topped off with a fragrance created from a natural blend of pure essential oils selected for their toning, soothing and healing qualities.

STEAMCREAM is a natural skincare product that will naturally plump, soften, hydrate and condition the skin. It does not contain chemicals that will erase skin spots or fill wrinkles.

Yes but we wouldn’t recommend this as it doesn’t taste very good!!

STEAMCREAM uses STEAM to emulsify the cream. This creates a loose, glossy emulsion that can break down easily on the skin. In addition, STEAMCREAM is packed with twelve, 100% naturally active ingredients to make your skin the best it can be – naturally.

We only use the finest ingredients that will help hydrate, calm and tone your skin. Our unique steam process creates a super-light cream that can be instantly absorbed and won’t clog your pores - ideal for acne prone skin. On contact with skin, STEAMCREAM’s naturally moisturising ingredients and pure, calming essential oils are released from the light emulsion so that they can help nourish deep into the skin's surface.

STEAMCREAM contains pure lavender essential oil, which balances the skin and soothes and calms it. Its natural antiseptic properties help to banish redness and prevent oiliness. We also use an oatmeal infusion which results in a gentle and soothing oat milk, good for even the most sensitive skin. Oats are rich in minerals and vitamin B. Our high quality almond oil is made from sweet almonds, crushed to extract soft, easily absorbed oil that is excellent for your skin. It is amazingly nutritious with proteins, minerals and restorative vitamin E. Cocoa butter is another main ingredient in our cream. It is made from roasted cocoa beans, the same source as the best quality chocolate but instead of eating it, we use the pure natural butter to help make skin flexible and soft. All these ingredients will help nourish, balance and calm skin with acne or scars.

STEAMCREAM is a very gentle formulation that uses a soothing oat milk base to carry the other ingredients of the cream so is typically good on sensitive skin. We would always recommend, however, that you carry out a patch test first if your skin is very sensitive.

Yes, the ingredients in STEAMCREAM work effectively to hydrate and nourish suntanned skin.

In particular, the steaming process creates an emulsion that allows STEAMCREAM to absorb very easily into the skin for maximum hydration. Each ingredient can break down on contact with the skin and target the areas they are designed to benefit i.e. oatmeal infusion is especially good for dry skin conditions and almond oil is high in vitamin E as it helps condition the skin and keep it plump, radiant and healthy. Orange flower water helps improve the elasticity of skin and cocoa butter is an extremely effective moisturiser, which also helps to seal in the skin’s moisture.

One study* suggests that a cream containing vitamin E (amongst other ingredients) was associated with fewer stretch marks during pregnancy. STEAMCREAM contains almond oil that is high in vitamin E. Cocoa butter, is another ingredient in the cream that is a known effective moisturiser linked to reducing stretch marks although there are no clinical tests yet to support this widely regarded claim.

* Mallol, Belda, Costa, Noval, and Sola. (1991). “Prophylaxis of Striaegravidarum with a topical formulation.A double blind trial.” International Journal of Cosmetic Science 13 (13, 51-57): 51.

Yes. STEAMCREAM is safe to use during pregnancy as the percentage of essential oils used in our cream are at safe levels. If for any reason you are unsure you should always refer to your general practitioner.

Please email us at enquiries@steamcream.com to let us know what you are allergic to and we will let you know if the particular ingredient is used in our cream. All our ingredients are also listed on the bottom of the tin for your easy reference.

A sealed, unopened tin of STEAMCREAM will last 36 months from date of manufacture. Once opened, STEAMCREAM has a shelf life of 6 months. This is the recommended time of usage for all beauty products for hygiene reasons.

STEAMCREAM does not contain SPF because this would stop the cream absorbing easily into the skin. Instead our lovely cream can be used as an aftersun lotion or a moisturiser before you apply sunscreen.

STEAMCREAM is a natural, all-in-one moisturiser for face, body and hands. It’s formulated for your face using high quality natural ingredients but due to its light texture you can use it on your body and hands too!

Yes, STEAMCREAM is suitable for all skin types. Due to the unique steam process used to combine the ingredients, the texture is light enough to use on oily or troubled skin but is also nourishing enough to use on more mature, dry skin. STEAMCREAM is a very gentle formulation that uses a soothing oat milk base to carry the other ingredients so it can even be used on the most sensitive skins.

STEAMCREAM contains orange flower, which is particularly beneficial for dry and sensitive skin while ingredients such as blue chamomile, rose and lavender essential oils all work together to calm, tone and soothe the skin beautifully.

Almond oil and organic jojoba oil are used to help retain moisture and to allow the cream to be easily absorbed. We would recommend however that you carry out a patch test first if your skin is very sensitive.

Ingredients

Triethanolamine is a safe synthetic material described as an organic chemical compound. It is classed as an “organic” compound because there is carbon within its structure.

Triethanolamine is used in different ways within the cosmetic industry. It can balance the pH of products, is a fragrance ingredient, a surfactant or cleansing agent and as an emulsifier. It has been used safely for over thirty years with no sound scientific evidence to indicate otherwise. We use the triethanolamine derived from vegetable fat, as an emulsifier, which means it promotes the formation of a stable mixture of oil and water.

We use a small number of high quality raw materials in STEAMCREAM and manufacture in a small open factory environment. It is produced under strict hygiene and health and safety rules and regulations regarding the handling and manufacturing of cosmetics.

We use fine oatmeal steeped in hot water to make a rich creamy oat milk which is the base ingredient of the cream. We chose it because it is so nourishing yet still mild and gentle enough to use on even the most sensitive skins. We list all the other ingredients on the label so you can make a fully informed decision about what you are buying.

Most people who are gluten intolerant find that they only get problems when they actually eat gluten, rather than just apply it to their skin. We do recommend that you consult your doctor first, however, just to be safe.

We state which ingredients in our product are organic on our tin base label. For these ingredients we have certificates from the supplier to prove as such. Our buying team spend a lot of time researching and visiting our suppliers to make certain these ingredients are grown by organic means.

Other ingredients may at some times be organic, depending on their availability. We take various environmental aspects of each ingredient into consideration at any time. For instance, if a non-organic version of an ingredient is available just down the road, do we fly in an organic version from halfway around the world? A tricky predicament, but we do what we can.

For this reason we only list ingredients as organic in our products when we can guarantee that they are organic 100% of the time. Our buying team is continuously working on ensuring that more and more of our ingredients can have a guaranteed organic and fair trade status. This is a work in progress.

We use the best quality materials, directly from sustainable sources and suppliers who comply with our anti-animal testing policy.

Lavender used for its antiseptic, antibacterial, relaxing and soothing properties as well as for its beautiful fragrance
Cocoa butter to help defend against ageing as it's rich in anti-oxidants and vitamin E
Neroli & Orange Fruit Extract to improve texture and tone
Rose Absolut to enhance softness and suppleness, and to ease dryness
Almond Oil to soften, soothe, condition and nourish via its high levels of vitamins A & E
Chamomile & Bisabolol to soothe, calm and restore skin
Orange Blossom Absolute and Orange Flower Water to balance oil production and help dry skin stay comfortably supple
Jojoba to stop moisture escaping from the skin, helping skin stay supple and smooth, relieving the discomfort of dry, tight skin
Oats are rich in skin-preserving antioxidants and are used to soothe irritated skin and as a skin brightener to even out natural skin tone

For a full quantitative list of ingredients and for further information on the benefits of each ingredient used in STEAMCREAM, please see the Ingredients tab on individual product pages.

Ethics

STEAMCREAM is an Anglo-Japanese brand with our roots in the UK and Japan. The cream was formulated in the UK and the creative design force comes from Japan.

The British Union for the Abolition of Vivisection (BUAV) operate under a five year rolling rule, which means that a company must sign a declaration saying that they have not tested the material in question on animals in the last 5 years for use in cosmetics. This was a good policy many years ago when non animal testing was a new consideration. It got people thinking about issues and providing an easy way for raw material suppliers and cosmetic manufacturers to start producing things that were not tested on animals.

However it does not provide a strong incentive for companies to cease testing. With many new raw materials and some cosmetic products taking more than five years to develop, companies could just carry on animal testing knowing that by the time they got their new product on the market 5 years would have passed and they could advertise it as ‘cruelty free’ under the five year rolling rule. Therefore what started as a genuine effort to reduce animal testing could end up being used as a marketing ploy for unethical companies to make themselves look good.

Another thing to consider is that BUAV charge for the service of licensing. Companies go through a vetting process and inspectors may be sent, which of course costs money, the credibility of the bunny stamp is ONLY available if a company is willing to hand over money. The STEAMCREAM policy is based on the premise that customers do not want their money to go to companies that test on animals. The Fixed Cut-off Date policies cannot give that assurance to customers.

STEAMCREAM does not test its cream or its ingredients on animals. Furthermore, we will not buy from any company that test on animals or commissions tests on animals for any reason, whether connected to ingredients or not. STEAMCREAM uses ingredients that DO NOT contain animal derivatives so the cream is suitable for vegetarians and vegans (and all other people too!).

Each year we send out a declaration against animal testing to each supplier. If the supplier is not the manufacturer then they are asked to get the manufacturer to complete the declaration and if necessary hold the manufacturers declaration whilst completing a declaration themselves. If the declaration does not come back or is lacking information the supplier becomes ‘unapproved’ and we resource the ingredient from a supplier who does comply. The annual vetting process takes on average three months.

We hope you can see the benefits of this policy as it prevents the use of animal testing right down the supply chain.

Tins

At 75g STEAMCREAM is very hand luggage friendly so don’t forget to take your tin wherever you go!

Due to health and safety reasons we’re afraid we can’t refill your tins. They can be reused, however, to store all sorts of things: paperclips, pins, loose change, shampoo bars, conditioner, tea lights etc. They are also 100% recyclable.

We might one day but like our 75g size for the moment!

We run an annual design competition where we invite budding artists and designers to submit their own original designs to create a new, exclusive limited edition tin. The winning entry is chosen by a panel of judges, put into production and released worldwide. The winning entry normally gets featured in the press too. Please sign up to our e-newsletter to receive more information about this competition.

Keep at room temperature with the lid screwed tight and out of direct sunlight.

Yes, aluminium tins provide a unique way of containing and protecting our cream. The fragrance of the cream remains inside the package and outside contaminates cannot permeate inside to alter the quality of the cream. For the same reasons, aluminium is also used widely in the food packaging industry.

Your Account

Simply log in with the email address you used when you registered with STEAMCREAM and your password, through the ‘My Account’ tab at the top of the homepage. Here you can change your account information, password, address book, and modify your Wishlist. You can also view your orders, return requests and transaction history.

If you have forgotten your password, you can request your password to be sent to the email address you have previously registered with STEAMCREAM by clicking the Forgotten Password link. For security, this will be in the form of a new temporary password. We recommend you change this as soon as possible. Make sure that you still have the log-in details of the email address you’ve used to set up your STEAMCREAM account in order to access your re-set password.

Please phone/email us at +44 (0) 2036 370 025 between 9am - 5pm GMT or enquiries@steamcream.com and we shall look into the problem for you.

Contact us

Please email enquiries@steamcream.co.uk with your blog/YouTube page links, delivery address, number of followers, number of monthly visitors and an estimated date of when you would be able to post the review and we shall get back to you.

Please call us on +44 (0) 2036 370 025 between 9am - 5pm GMT or email us on enquiries@steamcream.com and we would be happy to help.