Frequently Asked Questions

 

Are your products Vegan, Natural and Eco-friendly?

Yes. Moon Alchemy’s values are centred around a Holistic Health approach, and that includes respecting our environment. 

We make every effort to source every part of our products from eco-friendly suppliers. From our business cards to the glue we use on our labels...!

Being an environmentally friendly brand is at the core of our mission and we would never compromise to save costs.   

 

Why is it important that your products are made with Natural ingredients?

Plants and botanicals grown for the purpose of producing Organic Essential Oils are grown in soils free of: pesticides, fungicides, herbicides and synthetic fertilisers. They also contain no genetically modified organisms (GMOs).

For this reason we aim to use a mix of Organic and Pure Essential Oils, sourced solely from reputable suppliers. 

(Where Organic versions are not available, we choose to buy Ethically Sourced oils, which are usually Organic as well but without the certification) 

We understand that buying organic encourages responsible farming that does not harm our planet, therefore it is good for us too! 

 

Why are your products made with Essential Oils instead of cheaper Fragrance Oils?

Essential Oils and Fragrance Oils are NOT the same. When you smell the scent of a flower, you are actually inhaling its Essential Oil. 

So Essential Oils are made by nature, while on the other hand, Fragrance Oils are made in a lab with synthetic ingredients.  

At Moon Alchemy we only use Essential Oils of the highest quality. No synthetic fragrances, no toxins, no parabens. No nasties at all. 

We like to think that we are sharing nature's gifts. 

 

Do your products really offer any therapeutic benefits?

We make Aromatherapy blends with 100% Pure Essential Oils. These are highly concentrated plant extracts, with known health benefits that have been recorded for thousands of years in traditional medicine. 

However we do not hold any medical licences to claim any health or therapeutic benefits.  

 

Do you accept cancellations?

We are unable to accept any cancellations once your item has been dispatched. 

However if you wish to cancel your order, please contact us at sales@moonalchemy.co.uk as soon as possible and we will try our best to help. 

If your parcel has already been dispatched, your order can no longer be cancelled. 

 

What is your Returns & refund policy?

Unfortunately, as a small business we are unable to accept any returns unless there’s been an error on our side with your order. 

However any concerns you might have regarding your order, please do contact us at sales@moonalchemy.co.uk and we will do our best to make it right.

In the exceptional case of a return being accepted, we are unable to provide prepaid labels. 

Please note it can take some time for your bank or credit card company to process and post the refund into your account and this is out of our control.

 

When can I expect my order to arrive?

We aim to dispatch all our orders within 48hs, although in most cases we will post your parcel within 24hs. 

Once your order has been shipped, it will depend on the shipping method you have selected at checkout. 

• UK Standard Shipping is fully tracked and it takes 2-4 business days once posted. 
• UK Express Shipping is available for orders Mon-Thu before 12pm. This service is Tracked and Signed For, and delivery aim is in the next business day.  

 

My order is delayed, what can I do?

Please note that once your order has been posted, we cannot take responsibility for any extra delays caused by the couriers.

However please contact us if your parcel is late so we can chase it up with our courier. 

We want our customers to be happy, so rest assured we will do our best to solve any issues as soon as possible. 

My order arrived damaged, what can I do?

We take extra care in packaging our products, but in the unfortunate event that your purchase arrives damaged, we ask that you contact us immediately at sales@moonalchemy.co.uk with proof of purchase and photos of the damaged items so we can discuss your options of refund or exchange. 

Our customer's satisfaction is the centre of our business so we will do our best to help solve any issues.  

 

Why do I need to provide photographic evidence?

Unfortunately, not every return or damage claim made is legitimate and we need to ensure evidence is provided by customers. 

We are a small business and this allows us to continue to do our best for our customers. 

 

What is the shelf life of your products?

Because we are a small business, all our products are made to order in small batches and are designed for short term use.   

You will find on our bottle labels a PAO (Period After Opening) symbol, which will state its shelf life.  It is usually 6 months. 

We use amber glass bottles on all our larger size products, which are designed to protect against light damage, and it can also block UV light that may impact the quality of our products. 

However we do advise that you keep your products away from direct sunlight in a room-temperature environment. 

 

Can I buy your products as a gift?

Absolutely! We usually offer special gift sets for certain Holidays, but if you would like to buy a gift for a special someone any day of the year, we are happy to add a handwritten note on your behalf. 

Please add your message at checkout and make sure to add their address for delivery. 

 

Why does my product look or smell different to the one from my previous order?

Our products are made with natural ingredients, which may vary from time to time in colour or scent due to several factors such as the season of harvest of that particular plant/fruit/flower/bark. 

We make our products in small batches which may also differ from time to time but this does not affect the quality of our products. 

 

Can I use your products if I am pregnant?

Essential Oils are highly concentrated plant extracts, and they should be approached with caution if you are pregnant, breastfeeding, or have any medical conditions.

Please make sure to discuss any concerns with your midwife or doctor before using any Aromatherapy products.  

 

Are your products safe to use around my pets?

Although our products are safe for humans, we would suggest that you check with your vet if you have any concerns. 

 

 

* Should you have any additional question not covered above, please do not hesitate to get in touch at hello@moonalchemy.co.uk