Frequently Asked Questions

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.

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.

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.

Ingredients

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.

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 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.

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!