Help Centre
Top Questions
It’s important for us to provide complete transparency around our ingredient approach including our choice of fragrance raw materials.
After careful consideration and lots of research, we have chosen synthetic fragrances for our products over natural ones.
Synthetic ingredients in fragrance allow the creation of more complex and unique signatures which is the main reason for this decision. We wanted to be able to create a fragrance that is a true reflection of our brand, that is instantly recognisable and loved.
Safety
All Plenaire fragrances comply with EU Cosmetic regulation and IFRA standards. The IFRA Standards form the basis for the globally accepted and recognized risk management system for the safe use of fragrance ingredients and are part of the IFRA Code of Practice. This is the self-regulating system of the industry, based on risk assessments carried out by an independent Expert Panel and supports the IFRA commitment to provide products that are safe for use by the consumer and to the environment.
If you have very sensitive skin, it’s important to always patch test a product for 24 hours before choosing to invest in it.
Synthetic versus Natural approaches to Fragrance
Synthetic fragrances contain chemicals that are not of a natural origin while natural fragrances contain ingredients only from a natural origin- generally, this means essential oils. While a lot of synthetic fragrances contain parabens, phthalates and synthetic musks, it is entirely possible to create a synthetic fragrance without any of these materials, as we have achieved with our fragrance.
It is important to mention that synthetic fragrances do not necessarily cause more allergic reactions than natural fragrance. Both of them contain ingredients called allergens – substances that cause allergies. Almost all essential oils contain allergens, and many are not suitable for all occasions, for example, during pregnancy or for babies.
It is also not true that a natural fragrance is more sustainable than a synthetic one. In fact, the environmental impact of producing essential oils can often be higher when compared to synthetic perfumery ingredients.
Plenaire signature
Our products all contain a signature fragrance which we have developed in collaboration with a leading perfumery expert, here in the UK.
Our perfumer, Jean Charles Mignon studied chemistry at the University of Poitiers and Le Havre and began his perfume career at the Grasse Institute of Perfumery before completing Perfumery School in Grasse under the guidance of Robertet Senior Perfumers Michel Almairac, Jean-Francois Latty and Jacques Flori.
“When I was a child, my parents were florists so I was always in contact with flowers and gradually became familiar with the different species and their particular scents. My favourite smell has to be the rose (of course!) in part because of its richness, but also because of the power and impact this natural raw material delivers– there is nothing quite like it!"
The Plenaire signature fragrance, entitled Innocent Mind opens with light notes of white nectarine, leading to a heart of rose, orris and violet on a base of clean vanilla and creamy musk.
After balancing our key principles of safety, pleasure and sustainability, we are presenting this delicate signature in all of our products.
My Account
You will need to register before you can place an order with Plenaire.
As long as you have a valid email address, you can head over to our sign-up page to keep up to date with the latest news and product launches.
It’s easy to make changes to your details, whether it’s your payment information, password or address book.
Log-in to your account and you will see a range of categories at the bottom of the page under ‘Account Settings’.
You can rest assured that shopping with Plenaire is safe.
We’re fully compliant with the data protection act so we care about keeping your details secure.
For further information, please visit our Privacy Policy page.
Ordering
All items ordered with Plenaire are subject to stock availability. We want you to be able to order and receive the products you love with ease, so we will always aim to let you know if an item is out of stock.
Now and again there can be an unexpected delay, if so we will get in touch to let you know.
It’s easy to place an order with us. Log-in to your account to begin browsing our range.
Once you have found the product you want, you will need to click ‘Buy Now’. You can either carry on shopping or click ‘View Basket’ if you’ve got everything you need; this will give you the option to checkout.
If you have any addresses or payment options saved to your account then these will automatically display in the checkout, making it quick and easy to complete the order. Otherwise you will need to enter the details manually.
Before you place the final order just check everything is correct. We will then send you an email as soon as the order is on its way.
Yes, click on the bag icon at the top of the page and you will be able to see the item(s) you have in there so far.
Use the + button to stock-up on your favourite items, or the – button if you have selected too many. If you want to remove an item completely then click the x button.
All orders need to be placed through your online account. However, our Customer Service team are always on hand to provide support and guidance if required.
See our contact page to get in touch with them now.
We’ll send you an email as soon as your order is on its way. You can also check your account to see the progress of an order or to track it.
We may ship items separately in the event of one or more of the items being delayed.
Your account makes it easy to keep track of all your orders.
Once logged in, you will see each individual order that you have placed with us. Select the one that you want and you will be provided with all the details you need about that order.
We will also send you a dispatch email as soon as your order is on the way.
Your account will show any previous orders you have placed.
Click on the order you want to view to find out more. If the order has been sent tracked then you will be able to click through to track it from your account.
The email we sent you regarding the dispatch of your order will also let you know when we expect the order to arrive.
If you can’t find the information that you need, click on ‘Message’ within your account to contact our Customer Service team or speak to us across Live Chat.
We are sorry to hear you would like to cancel your order.
If there is anything we might be able to do before you cancel, then please contact our Customer Service team through your account to see if they can help.
If not, then select the order that you wish to cancel. You can choose to cancel individual items or the whole order.
We will send you an email within an hour to let you know if the cancellation worked.
If it fails, this is because the order has already been processed and is ready to be sent. Items that are in stock are processed quickly as we want to get products to our customers as soon as possible. If this is the case, then please visit our Returns Policy to help you get the order back to us instead.
Once your order has been placed, we cannot make any changes to it, such as adding or removing products from the order.
If you want to try and cancel the order so that a new order can be placed, then you will need to log-in to your account.
Select the order that you wish to cancel. You can choose to cancel individual items or the whole order.
We will send you an email within an hour to let you know if the cancellation worked. Please don’t place a new order until you hear from us.
Don’t worry we understand that this can happen; you can try and cancel the item in your account.
You will need to click on the item and choose the cancel option. We will send you an email within an hour to let you know if it worked.
If you can’t cancel then you can send the item back to us. It’s best to refer to our Returns Policy to find out how.
If you still need help, please contact our Customer Service team who are always on hand to provide support and guidance.
We take pride in our products, so we are sorry to hear you have received a faulty item. So that we can look into this for you, please contact us to tell us more.
To speed the process up, it would really help if you could find the information below before contacting us, don’t worry if you can’t though, we can help once you get in touch.
1. Order Number
2. Product Name
3. Details of the fault
4. Images that support the fault, if applicable
As soon as we have looked into the fault we will let you know what we plan to do next by sending you an email.
We are really sorry to hear you have received the wrong item, sometimes things can go wrong but don’t worry as we can help. Please send us a message through your account.
We will need to know the following information so that we can fix this for you:
1. Order Number
2. Incorrect item received
3. The correct item ordered
As soon as we have looked into what went wrong, we will let you know what we plan to do next by sending you an email.
We take pride in our products, so we are sorry to hear you have received your order damaged. We take every care to ensure your delivery arrives exactly as we sent it, however things can sometimes get damaged in transit. So that we can look into this for you, please contact us to tell us more.
Please do not throw the item away, we may ask for pictures of the damage to ensure we take measures to prevent it happening again in the future.
As soon as we have looked into what went wrong, we will let you know what we plan to do next by sending you an email.
Sometimes we ship items separately to make sure that any delayed items do not hold up the rest of the order.
It is therefore possible that the missing item may be on a separate shipment.
Your dispatch confirmation email will list the items that have been sent. If the missing item is not on there then you will need to allow longer for it to be delivered.
If the item has been sent, then please send a message through your account to let our Customer Service team know and they’ll be happy to help.
Payments and Discounts
We offer a variety of online payment methods to ensure our customers can place orders with ease.
Visa
Visa Debit
Visa Electron
Mastercard
Maestro
AMEX
PayPal
Discover
Apple Pay
You can select your preferred payment method at checkout.
As we take fraud very seriously, you will face validation and authorisation by us and the card issuer.
We do this to ensure that our customers are safe while they shop.
If you are seeing the status ‘Payment Problem’ on one or more of your orders then this means that we need you to check the payment information that has been submitted.
Click onto the order and you should see an option to resolve the problem. Before re-entering any card details you will need to make sure that the expiry date and billing address are correct. We also recommend checking funds in the account.
If you have done all that and still the problem is not fixed, then please contact our Customer Service team.
Once you place an order, the payment will show in your account as pending until we send the products to you.
The pending transaction is telling you that the payment is authorised to be taken.
If you want to add new payment details then you will need to do this at the checkout stage.
Your new card details will be saved once your order has been placed. This means that next time around you can order your favourite Plenaire products with ease. You can manage your saved payment cards by clicking into ‘Payment Cards’ under Account Settings in your account.
Once you have found all the items that you want then click the bag icon in the drop right of your screen, you will see a box located below your list of items which says ‘Got a discount code? Enter it here’.
Add your unique discount code into this box and click ‘Add’ to apply the discount
If you have any problems entering the code then you can contact our Customer Service team through your account.
Delivery
We will send you an email as soon as your order is on the way. For tracked orders, you can use the tracking link provided in your email or located in your account to check where your order is.
Have you checked for any delivery cards? Your parcel may have been left somewhere safe, such as with a neighbour or been taken to a local depot.
Our Delivery Information page can give you more information and timescales.
If you do need to report your order as lost then please contact our Customer Service through your account.
Returns and Refunds
Please refer to our returns policy page for more information.
If you still need help or have any further questions then our Customer Service team is on hand to help. You can contact them through your account.
We try not to make things complicated for you, log-into your account to contact our Customer Service team and they’ll do the rest.
You will need to tell them the reason for the return so they can choose the best option for you.
Please refer to our returns policy page for more information.
We want all of our customers to enjoy their products so if you are not happy with your order then you can send it back to us.
All we ask is that you let us know that you do not want the order within 14 days of receipt and make sure the products have not been opened, once you have obtained your RAN (Returns Authorisation Number) you will then have a further 14 days to return your item.
To get the order back to us safely please to log-in to your account and contact our Customer Service team.
They will send you all the information you need, but you can also refer to our returns policy page for more information.
As soon as we receive your order, we will review the reason for return and let you know what we plan to do next.
You should receive an email to notify you of any action taken.
Your refund should be returned to your account within 5 working days and we will send you an email to let you know it’s on its way.
If you do not receive your refund and it has been 10 working days since you received our email, then you will need to contact our Customer Service team through your account.
Website
Sustainability
Polypropylene ( PP)
After careful consideration and researching the pros and cons of plastic versus glass and other materials as far as safety, durability and lifestyle suitability, we chose to use BPA free PP for our packaging, for tubes and bottles.
Half a century ago, two new members of the polyolefin family became available: Polyethylene (PE) and Polypropylene (PP). These two plastics offer all of the traditional applications used for PVC, paper, metal or glass. They possess increased durability and are significantly more wear resistance when compared to traditional products such as paper.
PP is rugged and resistant to different chemical solvents, acids, and bases. PP’s resin identification code is 5, and it is recyclable. This cloudy plastic – the kind that is most popularly used for yogurt containers-is more efficient to manufacture than virgin plastic. PP is often eventually recycled to make brooms, brushes, garden rakes and plastic trays.
It is important to remember that all plastics are not equal in this regard. A distinct advantage remains: these materials are environmentally-friendly.
In summary, Polyethylene (PE) and Polypropylene (PP). benefit the environment because they
Break down more quickly, taking just 20-30 years compared to over 500 years for some other plastics.
Take fewer natural resources to produce,
Generate fewer waste products in production and disposal and are widely recycled,
When burned, they do not generate toxic gases (like chlorine from PVC plastics)
In addition all of our tubes have the advantage of being mono material PP, making them more effective to easily recycle.
Safety
While this plastic is non-biodegradable and still comes from non-renewable sources, it's often considered to be a better and somewhat safer plastic than other alternatives and is not linked to health issues, like other plastics.
Polypropylene containers do not leach harmful chemicals into food or liquids. They commonly contain yogurt, medicine, drinks, ketchup and medicines. PP is BPA free which is a commonly found toxic compound linked to various health issues. BPA has been linked to developmental issues during pregnancy and childhood, linking it to birth defects and neurological disorders. It's an endocrine disruptor, and also tied to asthma, breast cancer, heart disease, leukaemia, prostate cancer and other issues, obesity, testicular cancer, and thyroid issues.
Staying Plastic Free
No plastic is really environmentally friendly.
If you’re looking to reduce your use of plastic, check out our list of suggested resources here:
https://friendsoftheearth.uk/plastics/living-without-plastic
https://www.plasticsfree.co.uk/
https://www.goingzerowaste.com/
https://www.orionbooks.co.uk/titles/lucy-siegle/turning-the-tide-on-plastic/9781409182986/
Following a mantra of reduce, reuse and recycle.
Our going in approach is to encourage “conscious consumption” with our audience. In our promotional materials we encourage our customers to be more mindful in how they consume as well as think about a more circular approach to buying. Only use how much you need, be present and conscious of waste.
We would like to recognize that Sustainability doesn’t come from packaging alone, though this has a significant impact on it. What is often forgotten is that much of the process of being more sustainable comes from our own actions in the usage process, not simply materials and packaging alone.
Bearing this in mind, we have created 3 skin cleansing formats that qualify as waterless cleansers, in other words, require less water to work perfectly.
Further we have made it easy to use formats like Rose Jelly, Skin Frosting and Tripler by creating luxe Plenaire face flannels that not only help optimize/reduce the use of water in the cleansing process, but also make it efficient and a pleasure to use.
Our Skin Frosting Deeply Hydrating Mask simply wipes off and can be used without water. Apply on a clean, dry face, and relax for 20 minutes. Wipe away with a warm washcloth or a damp Plenaire face flannel.
Our Tropique Enzymatic Exfoliant is a leave on exfoliating cleanser, and designed to be used without rinsing with water.
Rose Jelly Gentle Makeup Remover is not waterless in the classic sense, but designed to work with very little water. It relies on Sucragel technology rather than traditional cleansing technology that’s more frugal with water while being a pleasure to use, and has the added bonus of being gentler on skin than many ordinary cleansers. Simply apply on a full face of makeup, and add a bit of water to turn into a rose-colored milk. Rinse or simply wipe away excess makeup and product using a damp washcloth or a Plenaire face flannel.
Remember to be mindful, by turning on the tap only when you need to.
Accessories
After listening to many of you, we have created a capsule of luxe beautiful accessories to complement our launch.
Our soft cloth flannels, durable canvas bags and gorgeous head knotwraps help to support our consumers to avoid plastic where they can make do with beautifully designed yet more circular alternatives.
We are proud to collaborate on these accessories with the Rewrap Collective, an NGO that creates ethical seed to shop cotton and canvas by empowering local artisans while providing employment to women in Mysore, India.
Where possible we like to team up with independent designers. Our knotwraps are organic 100% cotton and have been designed by us in collaboration with Rachel Breeden, an independent California based graphic designer. You can find more of Rachel’s original and beautiful patterns and vintage 70’s style prints here.
