Customer Care at The Sanctuary
We love to hear from you from time to time, whether its suggestions on how we can improve our products or telling us the things that you really love about The Sanctuary.
At The Sanctuary we believe in a personable service, we take great pride in getting back to each and every letter or email that comes through within 5 days of us receiving it.
Some companies believe in sending out standard response letter’s, however we believe a more personal approach is much more beneficial to both you and us.
This is where Hannah Anthony comes in. Hannah has worked for The Sanctuary as our Product Customer Care Assistant for 2 years and handles all our customer care needs.
A typical day for Hannah involves answering customer calls and letters on anything from where to buy our products to what to do if you need to send a product back. For Hannah there is no query too big or too small, simply email, call or send a good old fashioned letter and she will be happy to help.
“As you can imagine, being the main customer contact for The Sanctuary, in terms of our products, I hear a wide range of feedback from customers. I’m passionate about our products and so I love the fact that I have an opportunity to hear everyone’s point of view and help on any questions or comments they may have. I love to make a difference to someone’s day, answering letters, phone calls and emails. No letter, email or phone call is the same so there’s never a dull moment.”
Written by Natasha Payne on 23rd March 2009 under General | 22 Comments
Hi i was wondering if you could help i bought your products for a friend she know has become a mom to be and know the products has not agreed with her skin .I was wondering if your mom to be range differs to your other products and do you think she would be better with the mom to be range. thanks
Dear Lisa
Thank you for your email.
The Sanctuary Spa Mum-to-be range has been created especially for the needs of the mum to be. For this reason it does differ slightly from our Spa Essentials range.
The ingredients are all safe for pregnant women and any essential oils are at levels that perfectly safe, but still very effective and beneficial
A mum to be friendly version of the Sanctuary fragrance has been used. There is reduced levels of allergens
All products have been user trialled on pregnant women
All products have been through toxicity testing to ensure their safety for pregnant women
We develop all our products with our therapists at The Sanctuary Spa Covent Garden to ensure our products are of professional standard, we also carefully choose ingredients for our formulations so they are of high quality and deliver real benefits to the skin. We always blind test our products on a range of women through independent trials to ensure we create products that customers will love.
As everybody’s’ skin is different there is always a chance that someone will have a reaction to a specific ingredient or that their skin will be particularly stressed and therefore more sensitive because of environmental or hormonal factors. Unfortunately it is impossible to produce a product that can be guaranteed as suitable for everyone all of the time.
However you can patch test the product before using all over the body. To do this you need to apply a small amount of the product to the inside of your arm (for body products) or behind your ear (for facial skin care products), and leave for 48 hours. If nothing is observed then the product should be fine to use all over.
In order to try the products first, you may be interested in either of our Mum to be Gift Sets. The first is our Mum to be Pure Pamper Bag and comes in a cute re-useable bag with mini Shower Oil, Body Butter and Bath Soak. This is £11.74. The second, our Mum to be Hatbox, comes with these 3 mini Mum to be products, plus a mini Stetch Mark Oil and an eye mask, for £15.66.
All of these products can be viewed and purchased online. To view online please click the link below.
http://www.thesanctuary.co.uk/mum-to-be.htm
I hope this helps and, if you do decide to buy some products from our Mum to be range for your friend, I hope she finds she enjoys using the products.
Please don’t hesitate to contact me if you have any queries.
With kindest regards,
Hannah Anthony
Product Assistant
Hi Natasha,
I have been purchasing the Sanctuary Spa Body Lotion (with Ginger Extract and Essential Oils) at Target in the U.S., but it seems they are not carrying it anymore. Do you have another company in the US I could purchase from? Also, I read about the new line of fragrances the company is launching. Would the “Classic” scent be the same scent has the body lotion described above? LOVE IT!
Thanks,
Kerry
Hi Kerry,
Unfortunately we’re not distributing in the US at the moment although there are plans to find a new retailer. You can purchase your fav Sanctuary goodies online, feel free to contact our mail order department for information on P&P +44 01442 430 334 or mailorder@thesanctuary.co.uk.
The new line of fragrances which are launching do include the ‘Classsic’ Sanctuary fragrance, this is curently available now http://www.thesanctuary.co.uk/classic-eau-de-toilette-details.htm and you’re spot on in saying its our signature scent!
Hi i really love your product a friend of my give it to me during my birthday. can u help me where i can get some in London. thanks
Hi,
You can purchase our products at our flagship store in Floral Street, Covent Garden, online or in any Boots store, however not all stores stock our full range of products.
I have been searching in Leeds for a present for my daughter from Sanctuary products. The product she would like is the rose africology serum which I have been unable to find. Do you have any idea where i might purchase this please.
Many thanks
Julie
Hi,
You can purchase the Rose Africology Serum from our spa in Covent Garden, London. Unfortunately we don’t sell this line of products on our own website but you can order this product from our spa over the phone 0207 420 5115.
It’s £37 for 25ml and would make a gorgeous gift for your daughter as its a really product which leaves your skin smelling divine and silky smooth.
hi i want to know to use sanctuary spa peeling COVENT GARDEN in pregnant, so can i have this answer very quicly so i need know couse i want to use this peeleng!
thanks xx
cheers
LOLERA
Hi,
Apologies but I’m unsure of what you’re asking. Are you asking about Peeling Facials at our Skin Spa? Please let me know and I will get back to you as soon as possible.
Thanks
There is nothing better than getting your favourite perfume and wearing it for a night out.
Hi sweetie, great site! I genuinely like this post.. I was curious about this for a long time now. This cleared a lot up for me! Do you have a rss feed that I can add?
Hi,
Yes you can add RSS feed from our blog, if you go to the top of blog page you will see the RSS link. There are instructions on how to link thorugh but feel free to contact us if you have any problems.
Hi Natasha
I am having trouble finding the Sento body cream for my girl friend and wondered whether you are still making it .
If so were can i purchase it. Thank you.
Hi Mark,
Unfortunately this whole range has been discontinued. I will investigate to see if we have any stok remaining at all that we could send you and come back to you.
Hi Mark
No luck I’m afraid, we are completely out of stock of the Sento range due to it being discontinued.
Let me know if I can help you any further.
Thanks,
Hi
I am 35 weeks pregnant and received a gift set that includes sanctuary mandelular treatment set and another gift box that includes spa essentials body wash and float. Will they be okay for me to use as a mum to be?
Hi,
It’s probably wise to do a patch test before using these products as skin sensitivity can heighten during pregnancy.
To do this you need to do the following;
Apply small amount of the product to area of skin (behind ear for facial skin care, inside of arm for body products).
Leave for 48hours.
If no change is observed then the product should be fine to use all over.
If you’re worried at all about using the products due to having senstive skin then it’s probably best to save them for when you’ve finished your pregnancy so you can fully enjoy them.
I hope this helps, good luck with the rest of your pregnancy!
Hi am usually happy with the products from Sanctuary but i went to purchase the Hot Sugar Scrub from Boots which was on offer if you spend £10 or more then you recieve a free gift set. Now i was quite disappointed because the Hot sugar scrub costs £9.99 and the cashier told me that i am unable to get the gift set because its not for £10! I tryed to look for something else to buy but didnt need anything and i only really needed to spend a penny more! Now quite frustrated i went for a face wash but was again told that i still dont qualify because its a miniture product and had to buy something big….after spending 20 minutes trying to look for another product in the end i just brought the Hot Sugar Scrub but without the free gift leaving the store very disappointed. I didnt think it was fair that i needed to spend another 5 or more pounds to receive the free gift.
Hi,
Apologies for the trouble you’ve had in trying to gain the free gift in Boots. Unfortunately Boots run their own independent offers which we don’t have control over.
As Boots is obviously a large organisation, they obviously have to set rules in place and apply them across all their stores which means if the offer is spend £10 then it would have to be that exact amount and not a penny under unfortunately.
We do run our own offers on our website which differ from those that run in Boots so its worth checking those out from titme to time to see if these suit you any better.
Hopefully your impression of The Sanctuary isn’t too tainted by your experience in your local Boots store.
Hi I had a sanctuary gift set purchased for me as a christmas gift,i liked all the products except the body lotion. which burnt my skin within seconds of putting on my body.I had to have a cold shower straight away to ease the redness and burning sensation.My daughters friend had a similar problem with the same product.The product contains ginger,jojoba and spices.Could you tell me if you have had any similar complaints. yours sincerely Tracy Williams
Hi Tracy,
The Sanctuary Spa Body Lotion contains ginger which stimulates blood flow in the skin, this is beneficial for the skins’ health and as a normal consequence of this it can lead to redness and a gentle tingling sensation, it should be exactly that however, gentle. Sometimes, people can have particular senstivity to ingredients and this can be heightened even further by various factors such as being pre-menstral.
We’re sorry to hear that you suffered any type of reaction from our products, we hope it doesn’t put you off using further Sanctuary products.