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FAQs

MAZILLO ETHICS

Are Mazillo products vegan?

We believe we can create amazing skincare products using natural plant-derived ingredients only! 

All Mazillo products are vegan and registered with the Vegan Society. You will also spot the Vegan Society logo across our selection of products.

Are Mazillo products cruelty-free?

Mazillo believes that beauty products should be cruelty free.

We are proud to be Leaping Bunny approved. A global programme, Leaping Bunny requires cruelty free standards over and above legal requirements.

All of our skincare products are approved under the Cruelty Free International Leaping Bunny programme, the internationally recognisable gold standard for cruelty free products. We adhere to a fixed cut-off date policy and proactively monitor our suppliers to ensure that our products continue to adhere to the Leaping Bunny criteria. Our supplier monitoring system is also independently audited.

For more information about Cruelty Free International, Leaping Bunny and Leaping Bunny criteria, please visit www.crueltyfreeinternational.org

Is Mazillo packaging recyclable?

We are committed to minimising our environmental footprint by doing everything we can to make our packaging as sustainable as possible.

Our glass bottles and jars
Did you know that glass cannot be recycled properly unless it is clear, amber or green glass ? Don’t worry! We have made sure our containers have a second life by carefully selecting bottles and jars which are not painted but are originally manufactured in green. What’s more, green glass also protects the delicate natural ingredients in our products from sunlight and heat and keeps them fresh so you can enjoy them for longer.

If carefully separated, our glass pippette vials can also be recycled by placing them in your nearest glass recycling bin. Unfortunately, our plastic pumps and lids are currently not recyclable. However, we are actively looking into fully sustainable alternatives, so stay tuned!

Our Eco-Friendly secondary packaging

We are proud that all of our secondary packaging is made out of fully recyclable cardboard. We have also made sure we are using eco-friendly ink. Hence, why sometimes you can notice very small imperfections.

We have also eliminated leaflets, bubble wrap and foil. Instead, we are using packing ‘peanuts’ which are made from maize-starch, dissolve in water and are fully biodegradable.

All of our orders are hand-packed in small size transportation boxes which are also 100% recyclable.

Last but not least, our thank you cards are made out of seed paper - don’t put them in the recycling! Plant them instead and they will grow into beautiful wild flowers.

PRODUCTS QUESTIONS

Where are Mazillo products made?

We are proud to be manufacturing our products on our own in small batches - each and every product is blended, filled and packaged by us in our manufacturing facility, based in Bulgaria.

Our locally sourced ingredients are extremely precious to us, that is why we cannot trust anyone else to work with them or source them. We can say for sure that everything we create is unique and special because we control 100% of the process!

Are Mazillo products made with natural ingredients?

Our ancestors were using local natural ingredients as medicine or skincare remedies for centuries not because they chose to, but because that was all they had.

We at Mazillo strongly believe in the philosophy that we should look back at our ancestors ancient practices so that we can shape a more healthy, sustainable and natural way of living. That is the inspiration behind our beautiful skincare products which contain solely natural ingredients.

What does locally sourced ingredients mean?

We are lucky to be born in Bulgaria, a country with rich history, culture and diverse natural resources. Our formulations contain ingredients which are naturally growing in Bulgaria and have been used for centuries by the local people. What’s even better? Some of these ingredients are unique and cannot be found anywhere else in the world such as Orpheus Flower or Mursalski tea which we use in our Replenishing Moisturiser and Regenerate+Protect Essence Toner.

We are also hand-picking each and every ingredient we use in our products which is only made possible by working closely with small local suppliers. We are very proud to be supporting the local economy as well!

Are Mazillo products fragrance free?

We are not using synthetic fragrance in any of our products, however our Replenishing Moisturiser and Purify+Nourish Face Mask contain essential oils which give them this natural subtle aroma. Note that we’ve used essential oils in very small amounts so as to avoid any sensitivity or unwanted skin reactions.

Our Regenerate+Protect Essence Toner does not contain any added essential oils, however there are some traces in the hydrosols used.

Our Facial Oil and Gentle Cleansing Oil are completely fragrance-free.

Are Mazillo products organic?

We are prioritizing the quality of the ingredients we use in our skincare products, and we are not adhering strictly to an organic ingredients only policy. Some of our ingredients cannot be grown organic or their quality cannot be guaranteed between different batches. That is why, our products contain both organic and non-organic ingredients so as to ensure the best possible quality and efficacy.

Do Mazillo products contain preservatives?

Preservatives are crucial for any water-based products so as to prevent bacteria and microorganisms from growing. All products from our Samodiva’s Ethereal Youth™ range do contain preservatives, however they are naturally derived, in small amounts and completely gentle for the skin.

Our Samodiva’s Allure Elixir™ range is water-free which means that the ingredients have natural preserving qualities. Nevertheless, we have added Vitamin E to make sure they are stable and stay fresh for longer.

Don’t worry, all of our products have gone trough safety and stability testing, so they meet all the industry standards.

Do we offer product samples?

We understand that you may want to try out a product before committing to buying it full size. Unfortunately, we have not been able to find a sustainable way of providing product samples to you yet. However, we are actively looking for a packaging solution so that more of you can try our beautiful formulations. Stay tuned!

Can Mazillo products be used during pregnancy?

Our Samodiva’s Allure Elixir™ range is fragrance-free and completely safe to use during and after pregnancy or when breastfeeding.

It is recommended that essential oils are limited or used in very small amounts during the first trimestre. All of our products from the Samodiva’s Ethereal Youth™ range contain less than 0.25% essential oils which is way below the recommended safe levels and are therefore not considered as a risk.

However, if you have any concerns or particular skin sensitivities, we recommend to consult with your doctor or/and test patch before use.

Why does my product look different?

We are manufacturing all of our skincare products in small batches, always using fresh ingredients. As in nature, no two things are alike and this is also the case with our natural ingredients. Some cold-pressed oils, for example, can vary in colour or smell from batch to batch, and therefore the final product that goes into your hands. Worry not! All of this means we are committed to using natural ingredients only and are never compromising on their quality.

Should I test patch a product before use?

If you have skin sensitivities or particular allergies, we always recommend to check our ingredients list first which can be found on our website and on the secondary packaging of each product. It is always good to test a small amount before incorporating a new product into your skincare routine. If you have some health or medical concerns, please consult with your doctor before starting to use a new product.

How should I store my Mazillo products?

All Mazillo products are best stored at room temperature, in dry, cool places. Please avoid direct sunlight, heat and temperature fluctuations in order to keep your Mazillo products in their optimal condition.

SHIPPING & RETURN QUESTIONS

Where do we deliver?

To review the list of countries we deliver to and the relevant shipping options, please click here.

Do we offer free shipping?

We offer free shipping on all orders above €100.

When will my order arrive?

We aim to process and ship your order within 24 hours after you’ve placed it, excluding weekends and public holidays. Usually, all orders should be with you within the time constraints set out by the relevant courier.

However, please note that due to the current Covid-19 situation, some deliveries may experience unexpected delays.

How can I track my order?

We will provide you with a tracking link in your shipping order confirmation email. You can follow the link for more detailed information about your delivery.

Can I return an order?

We hope you will be delighted with your Mazillo order. However, if for any reason you are not completely satisfied with your order, we are happy to offer an exchange or replacement as long as you return it to us within 14 working days, unopened, unused and in its original condition. Please note that we will consider the condition of the returned products before processing any refunds. For more information about our Returns & Refund policy, please click here.

ORDER QUESTIONS

What happens if my order does not arrive?

If your order does not arrive, please contact us and we will do our best to track down the parcel. Please note that if your order has been returned to us, you may be charged for a second delivery. Unfortunately, we cannot be responsible for orders which are marked as delivered, but are then stolen or lost.

Can I cancel or amend an order after I’ve placed it?

You can cancel your order within 14 working days from receipt. Just send us a notice of cancellation by email to contact@mazillo.com and return the items to us in their original, unopened and unused condition.

Unfortunately, orders cannot be amended after they have been placed as our team is working very hard to process and ship them as soon as possible.

What happens if there is a faulty item or I receive the wrong order?

Please inspect your order upon reception and contact us immediately if the item is faulty, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We will be happy to exchange the items to the correct ones or offer you a refund. We are very sorry for the inconvenience this may have caused you.

PAYMENT QUESTIONS

What forms of payment do we accept?

We accept Apple Pay, American Express, Visa and Mastercard as means of payment.

Is shopping on mazillo.com secure?

Your order data and credit card information is encrypted and secure. The payment provider we are working with is a PCI Service Provider Level 1 which is the highest grade of payment processing security. Rest assured that you order will be processed securely and safely.

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