Hi Jenny,
Thank you for taking the time to share your feedback. We’re really sorry to hear that your recent purchase didn’t meet your expectations.
We haven’t made any changes to the Sensitive Moisturiser formula, so we would really like to look into this further for you. It would be very helpful if you could send us the batch number printed on the bottle so we can investigate.
We’re genuinely sorry to hear that our shampoo didn’t meet your expectations. We know that no one product suits every individual, and we truly value hearing what works, and doesn’t for our customers.
You are correct, we made some changes to the shampoo a while back in response to feedback and evolving standards in hair and scalp care. Our original formulation, based on simple glucoside surfactants, offered a deep cleanse that suited some hair types, but could be too harsh for coloured, dry, or curly hair. In our updated version, we introduced gentler, more conditioning ingredients and carefully adjusted the pH to be more in line with the scalp’s natural balance, we have definitely not watered it down.
It would be great if you could provide the batch number of the shampoo as well, as we very recently made some slight tweaks to the shampoo formula, to improve the consistency as it was a little too thin, would you like us to send you a complementary bottle to try.
We would really appreciate the opportunity to look into this properly for you. If you’re happy to email us with the batch number and where you purchased the products, our team will review it and get back to you.
Thank you again for your feedback, it genuinely helps us continue improving our products.
Kind regards,
~DN ♥
