Below are questions we often get asked from our customers about our products, for any time sensitive requests or any order specific questions please get in touch with our customer service team either by email email@example.com or call on +44 (0)20 8569 7030.
Q: Can I cancel my order?
We can only cancel orders within an hour of them being placed. If you wish to cancel your order, please call us within an hour of the order being placed.
Q: I have placed an order, but I forgot to add an offer code, can I still add it?
Unfortunately, we are unable to add offer codes to orders once they have been placed. Should you wish to redeem an offer code, we can cancel the original order and the order will have to be placed again.
Q: How do I use your Bath & Shower Oil?
We have instructions & a video on how to use our Bath & Shower Oil here. Should you wish to learn more about any of our products, you can book a complimentary session with one of our wellbeing experts here. They will be glad to help you with any product queries.
Q: I had a potential skin reaction when using Aromatherapy Associates products, what steps should I take?
We are so sorry to hear you've had a potential reaction to our products. As skin-reactions can be triggered by a number of factors, in the first instance, we suggest that you contact your GP or dermatologist for an exact diagnosis. Once you have your diagnosis, our customer care team will be happy to support where they can, by contacting firstname.lastname@example.org
Q: Why are your products so effective?
We create highly potent therapeutic essential oils blends using the best possible ingredients. We choose our product bases wisely too. We use Rose Water instead of plain water. We also use vitamin and omega-rich plant oils such as Jojoba, Evening Primrose and Artic Strawberry Seed Oils and Shea and Murumuru Butters. These have a natural affinity with essential oils, allowing them work to their best potential.
Q: Are your products natural?
All our oils are all 100% natural including our Bath & Shower Oils, Body Oils, Pure Essential Oils and Face Oils. All our other products where possible are natural, however we do not compromise on quality, safety and efficacy. We use a limited number of naturally derived or synthetic preservative systems such as Phenoxyethanol where there are no alternatives. We are proud that our products are 100% free from synthetic fragrances, artificial colours, sulphates, parabens and mineral oils.
Q: Are your products organic?
We always try to source the best possible essential oils and ingredients. So, while our products are natural, they are not necessarily certified 100% organic because not every natural ingredient is certified organic. We also believe, in some cases, there are greater benefits from sourcing an ingredient from its natural environment rather than from an organic farm. For example, we like to source our lavender from the Alps rather than an organic farm in the UK.
Q: How do I know what products to use on my face/body?
The best way to find out what the best prescription of products for you are is to have a consultation, and ideally a treatment, with one of our brand ambassadors. This can be done in one of our many spa and retail partners. For a list please see our Spa and Beauty Room Finder. Alternatively, we offer consultations via e-mail, contact us by emailing email@example.com to speak to one of our trained therapists.
Q: Are your products tested on animals?
Aromatherapy Associates does not test on animals or accept ingredients that have been tested on animals. Whilst some regulatory bodies may conduct it for their own safety or regulatory assessment, Aromatherapy Associates has never tested on animals. We are committed to sourcing the best possible essential oils, natural ingredients and plant extracts available to produce only the highest quality and most effective wellbeing products possible which meet all our efficacy, safety and ethical standard.
Q :Do your products contain animal derivatives?
We use certain animal derivatives including honey and beeswax for their benefits to the skin.
Q: I am vegan – can you tell me if your products are still suitable for me to use?
We use a few animal derivatives such as honey, beeswax and silk in the following products; Rose Infinity Moisturiser, Rose Infinity Eye Cream, Moisturising Lip Balm, Anti – Ageing Rich Repair Eye Cream, Overnight Repair Mask, Revive Body Lotion.
Q: I have a nut allergy – are your products still suitable?
If you have a nut allergy it is recommended you avoid using Anti-Ageing Rich Repair Nourishing Cream, Polishing Natural Exfoliating Scrub, Hydrating Triple Rose Renewing Moisturiser, Mattifying Purifying Facial Scrub, Mattifying Deep Cleanse Face Mask, Inner Strength Soothing Cleansing Balm, Nourishing Enrich Body Oil, the Aromatherapy Associates Lotion and The Refinery Revitalising Moisturiser, Face Scrub and Face Mask.
Scientific studies have found Coconut Oil, Shea Nut Butter and Peach Kernel Oil do not pose any known or likely allergy risk as contrary to popular belief they are not classified as nuts. If you have any concerns, consult your doctor first.
Q: I'm pregnant, what products can I use?
The following product can be used from week 1 of pregnancy: Relax Body Wash, De-Stress Body Wash, De-Stress Frankincense Pure Essential Oil, Revive Body Wash, Revive Body Scrub, Support Supersensitive Body Oil, Support Lavender Pure Essential Oil, Renewing Rose Body Wash, Renewing Rose Hydrating Body Gel. Renewing Rose Body Oil, Renewing Rose Hand Cream, Renewing Rose Body Cream, Nourishing Enrich Body Oil, Nourishing Enrich Body Butter, Anti-Ageing Instant Skin Firming Serum, Anti-Ageing Rich Overnight Repair Mask, Anti-Ageing Fine Line Face Oil, Anti-Ageing Rich Repairing Nourishing Cream, Anti-Ageing Rich Repair Eye Cream, Rose Infinity Eye Cream, Hydrating Renewing Rose Cleanser, Hydrating Rose Skin Tonic, Hydrating Rose Face Mask, Hydrating Rose Exfoliating Cleanser, Hydrating Rose Radiance Skin Serum, Hydrating Nourishing Face Oil, Hydrating Revitalising Face Oil, Hydrating Tripe Rose Renewing Moisturiser, Hydrating Firming Eye Serum, Mattifying Deep Cleanse Face Wash, Mattifying Purifying Facial Scrub, Mattifying Refining Face Oil, Mattifying Orange Flower Moisturiser, Inner Strength Soothing Cleansing Balm, Inner Strength Soothing Serum, Inner Strength Soothing Face Oil, Inner Strength Recovery Moisturiser, Inner Strength Soothing Repair Mask, Relax Room Fragrance and Revive Room Fragrance .
Q: From what age can your products be used from?
If you are under the age of 16 our products should be used under the supervision of an adult.
Q: Can Bath & Shower Oils be left on the skin or used as facial products?
Bath & Shower Oils should not be used as facial products. They are highly concentrated treatments in a bottle and should be used as indicated on the back of pack.
Q: What is the International federation of Aroma-therapists? (IFA)
The IFA, is a self-governing body that promotes the preservation of health by advancing the knowledge and practice of Aromatherapy via education, teaching and training. For over 30 years they have been safeguarding standards in the practice of Aromatherapy through their official Codes of Professional Practice and the formation of the Professional Aromatherapy Diploma syllabus in 1988. Their quality mark is recognised globally as professionalism and excellence within the field.
Q: Do Aromatherapy Associates products contain preservatives?
We use a limited number of naturally derived or synthetic preservative systems such as Phenoxyethanol in our gels, lotions and creams. We will not compromise on product safety or stability and use this where no alternatives are suitable. We follow the latest research and development in this area and are constantly searching for effective, natural alternatives.
Q: Do Aromatherapy Associates products contain alcohol?
In short no, but some Fatty Alcohols are beneficial to the skin and can be found in our products; examples include Cetyl Alcohol, Cetearyl Alcohol, Oleyl Alcohol and Stearyl Alcohol. They are not considered to be drying to the skin unlike Ethanol and other volatile alcohols. Denatured alcohol is occasionally used in very limited quantities as a solvent when no alternatives are available.
Q: I would like to make a formal complaint - what steps do I follow next?
Please contact the customer service team who will be able to help with any queries you may have. You can contact the team via email or telephone.
Q: What is Aromatherapy Associates' animal testing policy?
Aromatherapy Associates has never tested on animals and is committed to ending animal testing for cosmetics and personal care products and their ingredients. We are committed to sourcing the best possible essential oils, natural ingredients and plant extracts available to produce only the highest quality and most effective wellbeing products possible, which meet all our efficacy, safety and ethical standards.
Q: Why isn’t the Leaping Bunny logo on pack?
All Aromatherapy Associates products are now Leaping Bunny approved. All new products in 2023 will now have the Leaping Bunny logo on pack and we will gradually introduce the Leaping Bunny logo onto packaging across the rest of the range.
Q: How did Aromatherapy Associates become Leaping Bunny approved?
It took a year for Aromatherapy Associates to become Leaping Bunny approved. We had to submit over 200 documents for approval and we will have to collate documents to be checked for every new ingredient we may choose to use in the future. The Leaping Bunny Programme has the rigour that requires us to keep checking for animal testing throughout our supply network, down to manufacturer level.
To learn more about the Leaping Bunny criteria, please visit: Leaping Bunny FAQs | Cruelty Free International
Q: Why did Aromatherapy Associates choose Leaping Bunny approval?
Leaping Bunny approval is considered the global gold standard for cosmetics & personal care products and household products. It is the only internationally recognisable approval that requires: (i) a supplier monitoring system to be implemented by the brand, (ii) checks for animal testing down to and including ingredient manufacturer level of the supply chain, (iii) adherence to a fixed cut-off date and (iv) regular independent supply chain audits to ensure compliance.
A comment from our CEO Anna Teal on why we want to be Leaping Bunny certified:
“At Aromatherapy Associates we’ve always had a commitment to care and working to the highest ethical and professional standards. Whilst we have always been against animal testing to be officially approved by Cruelty Free International under the Leaping Bunny programme is another step forward for us as part of our commitment to sustainability, ethics and using our business as a force for good.”
Q: What does the Leaping Bunny approval mean?
The approval is the best assurance that a company has made a genuine commitment to help end animal testing. Brands must meet rigorous criteria which apply globally and extend over and above laws governing animal testing. The Programme requires adherence to a fixed cut-off date, checks a brand’s supply chain for animal testing – including both suppliers and manufacturers; requires the brand to have a system in place to regularly collect evidence from the supply chain; and requires regular ongoing independent audits following approval.
Q: What is the process to become approved by the Cruelty Free International Leaping Bunny programme?
Leaping Bunny approval requires a brand to put in place internal protocols to regularly collect evidence from its suppliers and confirm that every ingredient complies with Leaping Bunny’s strict animal testing criteria. To achieve approval, a brand must check its entire supply chain for cosmetics animal testing right down to ingredient manufacturer level, adhere to a fixed cut-off date and agree to ongoing independent audits to ensure compliance.
Q: How does the Leaping Bunny approval compare to other third-party certifications?
The Leaping Bunny approval is considered the recognisable global gold standard for cosmetics and personal care products.
The Leaping Bunny approval involves:
- Checking a brand’s supply chain for animal testing, including both suppliers and manufacturers.
- Requires a brand to have a system in place to regularly collect evidence from the supply chain.
- Requires regular ongoing independent audits following approval.
Q: Does the Leaping Bunny approval mean that all Aromatherapy Associates products are vegan?
Aromatherapy Associates products are vegan.
However, being Leaping Bunny approved and vegan are two separate matters. The term “cruelty free” has a long association with ending animal testing. This is what the Leaping Bunny logo and approval means. Vegan indicates the product has no animal derived ingredients. Aromatherapy Associates products are both Leaping Bunny approved and vegan.
Q: If Aromatherapy Associates is cruelty free, does that mean you do not sell products in Mainland China?