Frequently Asked Questions
Find answers to common questions about Swrl's products, benefits, usage, and shipping policies.
What makes swrl's snail mucin different from others?
Our snail mucin is ethically sourced from Tuscany, Italy, using a unique manual stimulation method that ensures both premium quality and stress-free collection. The snails are raised in a natural outdoor environment and fed an organic diet, resulting in higher quality mucin with superior hydrating properties.
What are the key benefits of snail mucin?
Snail mucin is a powerhouse ingredient that deeply hydrates, soothes, and repairs skin. It also helps to improve skin texture and elasticity, reducing the appearance of fine lines.
Can I use the Glow Essence and Shine Serum as standalone products, or do they need to be used together?
Both the Glow Essence and Shine Serum can be used independently to address your specific skin concerns. The Glow Essence provides an instant hydration boost, while the Shine Serum offers deeper hydration and well-aging benefits. However, using them together as part of our Hydration Ritual will maximize the visible results.
Which product should I start with?
If you're new to snail mucin, we recommend starting with our Glow Essence (Essential Hydration). It's our entry-level product featuring 96% Tuscan snail mucin that provides instant hydration and skin prep. 98% of users saw improved hydration within one week of use.
Can I use both products together?
Yes. Our two-step Hydration Ritual (Glow Essence + Shine Serum) is designed to work synergistically, providing 120% better results than using single products alone. Use Glow Essence first as your hydration prep, followed by Shine Serum for deep, lasting moisture.
How long until I see results?
You'll experience immediate hydration benefits from your first use. In clinical studies:
- 98% saw improved hydration within one week using Glow Essence
- 85% noticed reduced fine lines within 4 weeks using Shine Serum
- 92% experienced smoother, more supple skin
- 95% reported improved overall skin appearance
Are your products suitable for sensitive skin?
Yes, our products are formulated to be gentle and suitable for all skin types, including sensitive skin. Our snail mucin is naturally gentle and known for its soothing properties. However, as with any skincare product, we recommend patch testing before first use.
What if my product arrives damaged?
If your product arrives damaged or defective, please contact us within 48 hours of delivery with photos of the damage. We'll send a replacement or process a refund immediately.
How long do refunds take?
Once we receive your return:
- Original payment method refunds: 3-5 business days
- Store credit: Immediate upon return approval
- Debit/credit card refunds: 2-3 business days to show on your statement
Do you accept returns on opened products?
For hygiene reasons, we cannot accept returns on opened or used products. However, if you experience any issues with your product, please contact our customer service team, and we'll work with you to ensure your satisfaction.
How do I initiate a return?
To initiate a return:
- Contact our customer service team through our contact page at swrl.com/contact
- Include your order number and reason for return
- Our team will respond within 24 hours with return instructions
- Once approved, we'll provide a return shipping label
- Pack your items securely
- Drop off at any DPD location or arrange for collection
What is your return policy?
We offer a 30-day satisfaction guarantee. If you're not completely satisfied with your purchase, you can return unopened products within 30 days of delivery for a full refund.
How long does shipping take?
Standard Shipping (Free over £50): 2-3 business days
Note: Delivery times apply to UK mainland addresses only
Where do you ship to?
We currently ship to UK mainland addresses only. We are working on expanding our delivery network to include Northern Ireland, Scottish Highlands and Islands, Isle of Man, Isle of Wight, and other UK territories in the future.
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