Frequently Asked Questions

Below are questions we often get asked from our customers, for any time sensitive requests or any order specific questions please get in touch with our customer service team either by email or call on (972) 334-0923.

Aromatherapy Associates Products:

Q: Why are your products so effective?

We create highly potent therapeutic essential oil 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 to work to their best potential.

Q: Are your products natural?

All our oils are 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 onquality,safetyand 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 colors, 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. Alternatively, we offer consultations via email, contact us by emailing 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. While 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 the 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, Rose infinity Triple Effect Mask, Moisturising Lip Balm, Mattifying Skin Serum, Anti-Ageing Rich Repair Eye Cream and Renewing Rose Body Cream.

Q: I have a nut allergy - are your products still suitable?

If you have a nut allergy it is recommended you avoid using the 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, Nourishing Enrich Body Oil, and 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: From what age can your products be used from?

Our Support Supersensitive Body Oil blend is 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 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 recognized 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 at or telephone at 972-334-0923.


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, you can purchase our skincare and body care trial sets and look out for our promotions for samples with purchase.

Q: What are your payment options?

We offer PayPal and secure credit/debit payment options. We accept all types of credit/debit cards excluding American Express.

Q: Where/ how do I find my local salon/spa/store?

You can email our Customer Service team at to locate your nearest spa/store.

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 for our newsletter so that you are the first to know about our offers, news and exclusives.

Q: How do I change an item or quantity on my order?

If you require any changes to your order please call the customer service team on (972) 334-0923 within an hour of placing your order or first thing Monday morning for orders placed during the weekend.

Q: Where is my order?

Delivery times may vary depending on the delivery option you choose at the checkout and the location. Tracking details will be added to your account where you are able to view these logging in.

Q: Why haven't I received my order?

If you have not received your order within the timeframe we advise please call the customer service team at (972) 334-0923 or email

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 at (972) 334-0923 or email and we will be happy to send these out for an express delivery.

Q: My product is faulty, what do I do?

If your item is damaged please call the customer service team at (972) 334-09230 or email

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?

We currently do not offer next day delivery and are looking in to providing this option. Please refer to our delivery policy.

Q: Do you ship internationally?

We do not currently ship outside the USA. Our UK branch ships to the UK and Europe.