Frequently Asked Questions

Live Chat: Connect with our expert team on Live Chat

Email:  info@ancienneambiance.com

Telephone: +44 (0) 20 7117 2577

Email and telephone are for customer enquiries and orders only.

For PR, marketing and all other enquiries, please refer to the Business Enquiries section below.

Opening Hours and Services: View Details

We accept all major credit and debit cards, including American Express, both online and in-store.

All transactions are fully secure. Online and in-store payments are processed through our trusted partners: Stripe, Amazon Pay, Square, PayPal and Klarna. We also accept digital wallets including Apple Pay and Google Pay.

Privacy & Security Note: We do not store your credit card details, nor do we ever share your personal information with third parties.

For details on shipping timeframes and our return process, please Learn More

As each piece is custom-crafted to order by hand, personalised items require an additional 3–5 working days to be prepared before collection or dispatch.

For details on our bespoke wrapping and corporate gifting: Learn More.

Ingredient information is listed on each cosmetic product page and is also provided on the product packaging.

To learn more about our ingredient standards, ethical sourcing and manufacturing practices, please visit our Standards & Ingredients page.

If you have any allergies or sensitivities, please contact us before purchasing and we will be happy to provide the full ingredient information for your chosen product.

Please note: We are currently experiencing a temporary technical issue affecting the display of ingredient information on some product pages. If you require the ingredient full list before purchasing, please Message Us or email us at info@ancienneambiance.com. 

• Delivery Constraints: We are unable to safely ship or deliver to the address provided.
• Billing Verification: The payment or billing details provided are incorrect or cannot be verified.
• Security & Fraud: The order is flagged by our security systems as unusual, unverifiable, or susceptible to fraudulent activity.
• Stock Availability: The item is unexpectedly unavailable (in these rare instances, any payment taken will be immediately refunded).
• System Errors: Our platform or checkout system experiences an unexpected technical error.

For press, marketing, sales or corporate gifting enquiries Contact Us

We remain committed to providing both a safe office and in-store environment, following strict hygiene protocols with all orders. 

Our Privacy Policy / Terms and Conditions

Our Cookie Policy