Your Questions Answered: FAQs About Our Products

Whether you’re new to Willow & Birch or a long-time lover of our balms, bath milks and body soufflés, it’s natural to have questions especially when it comes to handmade skincare. We’ve rounded up some of the most frequently asked questions we get so you can shop with confidence and know exactly what’s going onto your skin.

Are all of your products vegan and cruelty-free?

Absolutely. Every single product is vegan-friendly & cruelty-free. We never test on animals, nor do we use ingredients that have been. We also buy only from UK suppliers that align with our values.

What’s the difference between the Everywhere Balm and the Body Soufflé?

Great question! Our Everywhere Balm is a multi-purpose solid balm ideal for targeted areas. Think dry elbows, heels, lips, cuticles, and even taming flyaway hair. It’s rich, nourishing, and travels well.

The Body Soufflé is a whipped, lightweight cream designed for all-over body hydration. It melts beautifully into the skin after a bath or shower and is perfect for daily moisturising without feeling heavy or greasy.

How long will my product last once opened?

Most products will last 6–12 months from opening, depending on the item. We use natural preservatives and antioxidant-rich ingredients like Vitamin E to help extend shelf life. Keep them in a cool, dry place (especially balms in warm weather!) and always use clean, dry hands to avoid contamination or the spatulas we provide with some of the products.

What are your shampoo bars like? Will they work for my hair type?

Our hand-pressed shampoo bars are formulated to work for most hair types, and we have a variety to suit different needs from sensitive scalps to dry or oily hair. They're soap-free, pH balanced, and packed with plant-based ingredients to gently cleanse without stripping your hair or scalp. Plus, one bar is roughly the equivalent of two bottles of shampoo! We also do two zero waste conditioner bars that are long lasting and super conditioning.

Do your products contain preservatives or synthetic ingredients?

We use only what’s necessary and only if it’s safe, effective, and skin-friendly. Products that contain water (like our face creams) may contain a naturally derived preservative to prevent microbial growth.

Do you offer gift sets?

Yes! We offer seasonal gift sets and limited-edition bundles especially around Christmas and special occasions. These are perfect for thoughtful, eco-friendly gifting. Keep an eye on our socials and newsletter for first dibs. We can gift box any of our products for you and add a message card too, just pop any instructions in the comments box at the checkout.

Can I recycle the packaging?

We’re proud to say most of our packaging is either recyclable, reusable, or compostable. Our tins, glass jars and bottles can be washed and reused, and our cardboard gift packaging is fully recyclable. Check out our reuse and recycle program on our website.

I have eczema/psoriasis and very dry skin — which products should I try?

Many of our customers including myself with eczema/psoriasis or dry skin love our Everywhere Balm, Comfort and Calm Bath milks, and unscented options. These products are rich in soothing ingredients like Shea Butter, Cocoa Butter, Oats, Calendula, and Rosehip oil. They help calm irritation and lock in moisture naturally.

Are your bath products safe for children?

Most of our products are not for use for children under 3. Our fragrance free options like Bébé Bébé Bath Milk are gentle enough for young, delicate skin. And our Baby Bottom Balm is specifically formulated for top to toe use on little ones dry or sore skin. For children under 3, we suggest avoiding essential oils entirely, so stick to our unscented varieties.

Are your products suitable for sensitive skin?

Yes many of our products are especially kind to sensitive skin. We use gentle, naturally derived ingredients and avoid harsh chemicals, synthetic fragrances, and unnecessary fillers. Our Gently Does It Bath Milk and Bébé Bébé are both fragrance-free and botanical-free, ideal for anyone with very reactive skin. Always check the ingredients list, and we recommend a patch test if you’re unsure.

Are your products nut-free?

Some of our products do contain nut-derived oils, like Sweet Almond Oil or Shea Butter (from the Shea Nut). If you have a nut allergy, please check the ingredients list carefully or get in touch we're happy to advise on which products may be suitable for you.

Are your products suitable during pregnancy?

Many are, but some essential oils should be avoided during pregnancy, particularly in the first trimester. If you're expecting, we recommend choosing our unscented options. Feel free to contact us directly if you'd like help choosing suitable products.

Do you attend markets or events?

Yes, especially in the lead-up to Christmas and at select local events throughout the year. Follow us on Instagram or join our mailing list to see where we’ll be next we love meeting customers in person!

Are your products handmade?

Yes our products are handcrafted. We have a little workshop in Northumberland and we make in small batches. We pour, whip, press, and label everything ourselves to ensure quality and freshness.

Are your fragrances natural?

Yes. We only use pure essential oils to scent our products no synthetic fragrances. Not only do they smell amazing, but they also offer real skin benefits and aromatherapy value.

Do your products melt in warm weather? What should I do if that happens?

Yes, some of our balms and butters can soften or melt in hot weather we don’t use stabilisers or synthetic waxes to artificially harden them. If your balm has melted, just pop it in the fridge for a little while and it’ll re-set. The texture might change slightly, but it will still work beautifully. The delicate butters will lose their fluffy whip so we try to avoid selling these online during warmer months. We take a small amount of stock with us to events and keep them in a cool bag to help prevent them from melting. We are trialing a small ice pouch currently and may introduce these at some point to our more delicate product orders.

Do you offer discounts?

If you sign up for our newsletter you will receive 15% off your first order. If you join our webiste you will also receive a discount. You can earn loyalty points as you shop and turn them into money off your order. Becoming a member of the website also gives you exclusive discount codes and you also have first access to new products and upcoming sales.

How do I get in touch

Go to the contact us page and leave us a message or you can get in touch with us via our Facebook or Instagram pages.

We hope this has answered some of your questions and given you a little more insight into how and why we do things at Willow & Birch. If there's anything we haven’t covered or you're ever unsure about which product is right for you, we’re always happy to help just drop us a message to connect with us.

At the heart of everything we make is a love for natural, thoughtful skincare that’s kind to your skin and the planet.

Thanks for being part of our journey! 💚