FAQ
1. Do product ingredients ever change?
Yes, ingredients may change over time due to formulation improvements, sourcing updates, or regulatory requirements. We recommend always checking the About Us page, product packaging, and instructions before use.
2. Are your products suitable for sensitive skin?
Many of our products are formulated with gentle, skin-friendly ingredients, but sensitivity varies. Always perform a patch test before use and consult the product description for specific suitability.
3. Do you use preservatives in your formulations?
Some products may contain natural or synthetic preservatives to ensure shelf stability. Check the ingredient list for preservatives like Vitamin E, rosemary extract, or phenoxyethanol, depending on the formulation.
4. How should I store your products?
To maintain freshness and effectiveness:
- Keep products in a cool, dry place, away from direct sunlight.
- Ensure lids and containers are sealed tightly after use.
- Avoid introducing water or contaminants into the product jar/bottle.
5. Can I use your products if I have allergies?
If you have allergies or sensitivities, always review the ingredient list carefully. For severe allergies, consult a healthcare professional before use.
6. Is this information a substitute for professional medical advice?
No, the information shared is not a replacement for consulting qualified healthcare professionals. Always seek advice from a doctor, nutritionist, or other licensed professional before making decisions related to health and wellness.
7.What is shelf life?
The estimated shelf life of the product and recommend proper storage conditions (e.g., out of direct sunlight and moisture). Store in a cool dry place , once opened use within 6-12 months.
8. What is your return policy?
We want you to be 100% satisfied with your purchase. If you are not completely happy with the quality or if the product is defective, you can return it within 2 days after receipt for a replacement or account credit.
9. How do I initiate a return?
To start a return, please:
- Contact our customer support within 2 days of receiving your order.
- Provide proof of purchase (order details, receipt).
- Explain the issue (quality concern, defect, etc.).
- Provide picture of product
10. Can I get a refund instead of a replacement or credit?
At this time, we offer replacements or account credit, but not direct refunds.
11. What qualifies for a return?
Returns are accepted for:
- Product defects (manufacturing flaws, damage upon arrival).
- Quality concerns (if the product does not meet expected standards).
- Incorrect items received.
12. What products are not eligible for return?
Items may not be eligible if:
- They have been used or altered after purchase.
- The return request is made after the 2-day period.
- The issue is due to normal wear and tear.
13. How long does it take to process a return?
Once we receive the returned product, processing takes 3–7 business days.
14. How will I receive my account credit?
Your credit will be applied to your store account, which can be used for future purchases.
15. Who covers return shipping costs?
Return shipping costs will be covered for defective or incorrect items, but for other returns, shipping fees may apply.
16. What if my product is damaged during delivery?
If your item arrives damaged, contact us immediately, and we will arrange for a replacement.
17. What happens if an item is out of stock?
If an item is unavailable at the time of your order, we will notify you and provide the option to choose an alternative product.
18. Do you deliver outside South Africa?
Currently, we only deliver within South Africa. Shipments to locations outside of South Africa are not available.
19. How long does delivery take?
- Major cities: 1–3 working days
- Outlying areas: 3–5 working days
- Orders are normally dispatched within one working day after payment confirmation.
20. Can I get an exact delivery time?
While we aim for quick turnarounds, delivery times depend on factors like traffic, strikes, load shedding, and courier schedules. We cannot guarantee exact delivery times but strive to ensure timely shipping.
21. What if my order is delayed?
Late deliveries are not grounds for refund or cancellation if the order has already been shipped. However, if you are concerned about your parcel’s location, contact us with your order number, and we will follow up for you.
22. How much does delivery cost?
Delivery costs are calculated at checkout, based on your location and order size.
23. Can I track my order?
Yes! You will receive a tracking number after dispatch. If you need updates, contact us with your order details.
24. What should I do if my package is lost or damaged?
If your package arrives damaged or missing items, contact our customer support immediately with details and photos, and we will assist with a resolution.
25. Can I change my delivery address after placing an order?
Changes may be possible before dispatch, but once shipped, the delivery address cannot be modified.
26. How can I contact customer support?
For any delivery concerns, reach out to us via [contact method, e.g., email, phone, support page], and we’ll be happy to assist.
