Below are questions we often get asked from our customers about our products and online orders, 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.
Aromatherapy Associates Products:
Q: Are your products natural?
Aromatherapy Associates is passionately committed to producing natural essential oil-based products, without compromising quality, safety and efficacy. Our founders use of essential oils spans over thirty years. We use this knowledge to develop the purest blends and cleanest products. Products that allow the essential oils within them to work most effectively for immediate and far reaching results, for your total wellbeing.
Q: Are your products organic?
Whilst the positives of organically grown produce are well reported, and it is a philosophy we endorse, it is not always realistically practical to source essential oils that are of sufficient quality and have this certification.
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 firstname.lastname@example.org to speak to one of our trained therapists.
Q: Are your products tested on animals?
We do not test our products (or ingredients contained within) on animals.
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?
Aromatherapy Associates use a few animal derivatives such as honey, beeswax and silk in the following products; Rose Infinity Moisturiser, Rose Infinity Eye Cream, Rose infinity Triple Effect Mask, Moisturising Lip Balm, Mattifying Skin Serum, Anti – Ageing Rich Repair Eye Cream, Renewing Rose Body Cream.
Q: I have a nut allergy – are your products still suitable?
The majority of our products are suitable for nut allergy sufferers, and we do not use peanuts, however in some instances ingredients derived from tree nuts are present in the formulation. If you have a nut allergy it is recommended you avoid using Anti-Ageing Rich Repair Nourishing Cream, Hydrating Triple Rose Renewing Moisturiser, Mattifying Purifying Facial Scrub, Mattifying Deep Cleanse Face Mask, Inner Strength Soothing Cleansing Balm, The Refinery Revitalising Moisturiser, Face Scrub and Face Mask, Nourishing Enrich Body Oil, and the Aromatherapy Associates Lotion. 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.
Q: From what age can your products be used from?
Our Support Supersensitive Body Oil blend although created for people with sensitive skin, psoriasis and dermatitis, it can in fact be used on children from 3 months old. 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 are highly concentrated treatments in a bottle. They should be used as indicated on the product and not left on the skin or used as a facial product.
Q: What is the International federation of Aroma-therapists? (IFA)
Aromatherapy Associates founders Sue Beechey and Geraldine Howard were also founding members of the IFA. As a self-governing body, the IFA, promote 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 love using natural ingredients but will not compromise on product safety or stability. That is why, in our gels, lotions and creams, we use a limited number of naturally derived or synthetic preservative systems such as Phenoxyethanol where no alternatives are suitable for the product. 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?
Aromatherapy Associates is passionately committed to producing natural essential oil-based products, without compromising quality, safety and efficacy. 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: How do I sign up to receive news/offers/promotions?
You will have the option to sign up to our newsletter when creating your online account or alternatively you can look at our homepage to enter your details.
Q: How do I redeem my promotional codes?
You can redeem your promotional codes at the final stages of the checkout process. These cannot be used in conjunction with any other offer or promotional code.
Q: Can I request samples to try before I buy?
We do not currently offer them but it is something we are looking in to however, look out for our promotions for samples with purchase.
Q: What are your payment options?
We offer PayPal and Sagepay as our secure payment options. We accept all types of credit/debit cards excluding American Express.
Q: Where/ how do I find my local salon/spa/store?
The following link to our Where To Find Us will list our flagship locations within your area, if you are still looking for further information then please contact customer services.
My account/my orders:
Q: How do I request for my password to be reset?
This can be easily actioned by clicking the “forgot my password” link when attempting to sign into your account.
Q:Can I check out as a guest?
Yes, guest checkout is also an option however, we recommend signing up to our newsletter so that you are the first to know of our offers, news and exclusives.
Q: How do I change an item or quantity on my order?
If you require changing your incorrect order, please contact customer services immediately who will be able to help you with your next steps
Q: Where is my order?
Delivery times may vary depending on the delivery option you chose at the checkout and the location. Tracking details will be added to your account where you are able to view these logging in.
Q: I have not received my order?
If you have not received your order within the timeframe we advise please call the customer service team on 02085697030 or email email@example.com
Q: I have received my order but the item is incorrect?
If you have received an incorrect item in your order please call the customer service team on 02085697030 or email firstname.lastname@example.org and we will be happy to get this rectified immediately.
Q: My product is faulty, what do I do?
If your item is damaged please call the customer service team on 02085697030 or email email@example.com and they will inform you on the next steps you need to take. Please do not send products without speaking to a member of the customer service team.
Q: Can I return an item that was not purchased on the Aromatherapy Associates Website?
We advise to always go to the point of purchase when returning an item.
Q: I have returned my order – how long for a refund?
We advise with all returns requiring a refund this will take up to 14 working days.
Q: Do you offer next day delivery?
Yes we do, however please note that guaranteed next day delivery (for next working day) is subject to your order being received by 2pm on a working day. Please refer to our delivery policy.
Q: Do you ship internationally?
Please see our list of countries we ship to here.