Frequently Asked Questions [FAQ’S]

GENERAL QUESTIONS:

1. I am not sure what to buy can you give me advice?
We know it’s hard to decide between several products. Email us at [email protected] and one of our Asili Ambassadors will be happy to help you find what’s best for you! You can also communicate with us on instagram: @asili_botanics

2. Is Asili Botanical Skincare cruelty-free?

Our products are not tested on animals. No animals were harmed in the processes of manufacturing our products.

3. How will I know if one of the formulations is safe for my skin? [Patch testing for irritation/ allergic reactions]

Even if you don’t have sensitive skin, certain formulations or ingredients (natural or otherwise), can irritate even normal skin types. This can result in red and angry rashes, or dry, itchy and flaky skin. We recommend that you always do a skin patch test. To do an allergy patch test, simply apply a small amount of the product to a small area of your face that’s easily covered—such as the underside of your jaw, a corner of your forehead, behind your ear or the side of your neck. There should be no other products on the skin so that you can properly test this product. Wait around 48 hours to see if you have a reaction.

4. What forms of Payment do you accept?

We accept any major debit/credit cards (Visa, MasterCard, American Express and Discover) and PayPal.

5. Is my order secure?
We take your privacy very seriously. That’s why we use a variety of security measures to maintain the safety of your personal information.
When you place an order or access your personal information, everything goes through a secure server. All of your personal information, including credit card number, name, and address, is transmitted via Secure Socket Layer (SSL) technology — the industry standard for secure online transactions.
If you would rather not shop online, you can place your order over the phone by calling us at 647-557-2133, emailing us at [email protected] or visit us on instagram for a faster response @asili_botanics

6. Just placed my order when will it arrive?
All packages ship via Canada Post. Orders are generally fulfilled within one to three business days after purchase.  After that, delivery time within Canada is 3-6 days, and 10-15 business days internationally. Once you’ve placed an online order, you’ll receive a confirmation email where you can monitor its status. Expect a separate email with tracking information as soon as your package ships. (Once the carrier scans your package, the estimated delivery date will adjust accordingly).

7. What method is used for shipping?
All packages are shipped using Canada Post. Every order is provided with a tracking number that is emailed to you.

8. How can I get in touch with the customer service team?
For customer service inquiries, please email: [email protected]

9. What is the Shipping/Return/Refund Policy?
Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. Please refer to the “Shipping/Refund Policy” link located in the footer menu.

10. My shipment is damaged, what can I do?
When your order arrives, please inspect the carton for any damage that may have occurred during the shipping process. It is normal for the outer carton to show some wear and tear; however, if there is damage to the item(s) in your shipment, report upon receipt via email: [email protected] We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

11. What about exchanges?
We only replace items if they are defective or damaged. Report damages when you receive your order. If you need to exchange it for the same item, send us an email at [email protected] with details.Please provide your order number when you call or email, and retain the shipping box, packaging materials and damaged items.