FAQs - FREQUENTLY ASKED QUESTIONS
Here you can find some answers to the most common questions. If you have any other questions, you can contact us.
How can I shop at Ashes To Life?
Buying on the Ashes To Life website is very simple, you just have to follow the following steps:
- View the section where your purchase is located or visit the pages of our cosmetic collections or products.
- Choose the cosmetic product or accessory that interests you from the general list.
- Select it and add the item to the basket.
- Go to your cart to finish the process or continue to search for more products you like (repeat steps 1, 2 and 3 and add to cart)
- If you are not registered, fill in your billing information and if they are the same as the shipping information, indicate it in the box. If you are, enter your username and password.
- You can receive your order at the address you choose (home, work…). Shipments are not made to PO Box.
- Select the payment method: your order will jump to the collection gateways of the system that you decide.
- Finish the process on the Paypal or Credit Card confirmation page.
- Congratulations! You have reached the confirmation screen. You will receive an email with your order. Subsequently, as soon as your package leaves our warehouse, you will receive another email from our logistics operator with the “Tracking Number of your shipment” (which you can enter on its website to see its status).
- Enjoy the high ecological cosmetics of Ashes To Life knowing that you are helping to take care of the Planet.
GENERAL INFORMATION, MY ACCOUNT AND NEWSLETTER
In which countries can you shop online?
You can currently make your purchase in Germany, Austria, Belgium, Spain, France, Greece, Italy, the Netherlands, Portugal and the United Kingdom.
Can I change my password?
Log in to your account with your current password. In the menu select the option “Account details”.
It is time to fill in the cells with your name, surname, email, current password and the new password. You can also check the option to join our newsletter to receive the newsletter. Click “Save Changes”.
I don't remember the email with which I registered. How can I obtain it?
Don’t worry! If you do not remember the email with which you registered as a user on our website, write to us at firstname.lastname@example.org with all the details you can give us, as well as: your full name, possible email accounts you have used, or even a number order if you have it. We’ll search until we find the email linked to your account! 🙂
How do I sign up for the Ashes To Life Newsletter?
Can I unsubscribe from the Newsletter?
Yes, in the subscription email that you received when you subscribed, you will find a link to unsubscribe in addition to each Newsletter thanks to the link in the footer that directs you to Mailchimp.
INFORMATION ABOUT THE HIGH ECOLOGICAL COSMETICS OF ASHES TO LIFE
Are all Ashes To Life cosmetics natural?
Yes, all the cosmetic products that we create and develop are natural, and contain a high percentage of organic ingredients. In addition, some of our cosmetic lines are certified.
Are Ashes To Life cosmetics Vegan and Cruelty free?
Yes, all the cosmetic lines created by the firm are vegan and have not been tested on animals. We produce ethically, with a Supplier and Collaborator Evaluation Policy based on the 2030 Agenda.
Can I sell Ashes To Life cosmetic products in my establishment?
Yes you can. To do this, you need to access the “Sale Request” area and fill out the contact request form so that our sales department can assist you. We collaborate closely with a group of responsible and exclusive spaces that seek, like us, to transfer the timeless beauty of nature to the skin.
Can I use the ecological cosmetics from Ashes To Life in the cabin and perform beauty treatments?
Yes you can. Access the “Professionals” area and fill out the contact request form so that our commercial department can assist you. At the firm, we carefully select our partners so that clients can enjoy an exceptional experience when working with our cosmetics.
Are Ashes To Life organic cosmetics certified?
Yeah. ORIGIN, our line of High Organic Solid Cosmetic Soaps, is certified by BioInspecta under the BioVidaSana Standard in its highest category, as an “Ecological Cosmetic Product”, with a minimum of 95% ingredients from organic farming.
For what reason can there be slight variations in weight between solid cosmetic soaps?
Yeah. During the drying process, solid cosmetic soaps suffer small weight losses due to evaporation. In addition, the handmade manufacturing process and the design make each soap unique and present slight differences in size and weight between them.
Why can a natural cosmetic have slight variations in aroma, color and texture compared to the last one I bought?
Ashes To Life organic cosmetics are made with natural ingredients of plant origin that depend on each year’s harvest and weather conditions, so there may be slight differences in aroma, color and texture between them.
Can I use Ashes To Life natural cosmetics with atopic skin or allergies?
Ashes To Life products have not been specifically formulated for atopic skin, but we know that many sufferers of this condition get very good results from using them. Our cosmetic products are made with high percentages of organic ingredients, which guarantees that there are very few skin reactions.
In case you have any allergies, you can check the ingredients of our natural cosmetics on our website by reviewing their INCI.
Does Ashes To Life natural cosmetics have an expiration date?
Solid Ecological Cosmetic Soaps do not have an expiration date, only a useful life (PAO) of 12 months once they have been opened.
The rest of the products have an expiration date of 24 months from the date of manufacture. Once opened, you can use them without problems for 12 months as long as they are kept in perfect condition.
Are Ashes To Life organic cosmetics suitable for men?
Of course!. The high organic cosmetic products that we create from the firm are unisex. We formulate our cosmetics according to the needs of the skin, not sex. Both women and men can benefit from the properties provided by our organic cosmetics by transferring the beauty of nature to their skin.
CONSERVATION AND USE OF COSMETICS
Solid organic cosmetic soaps, do they require special care?
The different regulations that are responsible for certifying solid organic cosmetic soaps do not allow the use of chemical or synthetic preservatives in their formulation, which is why they require special care so that they preserve the multiple properties they offer for skin care. Mainly, you must try:
- Remove any residue from the tablet.
- Store in a cool and dry place.
- Avoid direct exposure to sunlight.
- Do not expose to sudden changes in temperature.
- Facilitate the total drying of the organic solid cosmetic soap after use.
If you want to know more, you can see more information in this article on our blog: “How to preserve solid cosmetic soaps“.
How should I preserve the Ashes To Life High Organic Cosmetics products?
To correctly conserve and preserve the multiple properties offered to the skin by Ashes To Life creams, serums, eye contours, facial masks or any high-end organic cosmetic product, you must try:
- Avoid direct exposure to sunlight.
- Keep the organic cosmetic in a cool and dry place.
- Close the container well after use to avoid oxidation of the product.
How should I use the Ashes To Life High Organic Cosmetics products?
To maintain proper hygiene of your Ashes To Life High Organic Cosmetics products, you must try:
- Disinfect your hands well by washing them with soap and water, in this way you will avoid any possible contamination of the product.
- Close the container correctly when you finish its application.
- Keep the organic cosmetic in a cool and dry place.
- Avoid direct exposure to sunlight.
- Use an applicator to remove the product from the jar.
- Avoid sharing cosmetics.
INFORMATION ABOUT THE ENVIRONMENTAL PROJECT
Does my purchase help the development of the environmental project?
That’s how it is. When you purchase any of our organic cosmetics or ash accessories, you are contributing to the financing of the ASHES TO LIFE Project Environmental Research project, to which we allocate 10% of the profits.
What benefits does the development of the ASHES TO LIFE Project bring?
The development of the ASHES TO LIFE Project Environmental Research project is based on the concept of the Triple Bottom Line (or triple result):
- Ecological Benefit: Allows undertaking the ecological restoration of forests damaged by fires by developing an action protocol based on the latest scientific knowledge.
- Economic Benefit: It favors the generation of a sustainable economy engine aligned with the values of the circular economy.
- Social Benefit: The restoration of these damaged forest ecosystems makes it possible to return these natural spaces to society and, therefore, restore the economies associated with them.
The CSR of my company is aligned with your project. Can my company help develop it?
Of course!. Write to us at email@example.com and together we will find a way for your company to join the project. We have created several formulas depending on the degree of involvement.
How can my company benefit from joining the ASHES TO LIFE Project?
There are multiple benefits that your company can obtain by becoming an active agent in the development of the ASHES TO LIFE Project Environmental Research project. In addition to the environmental benefits, the related companies obtain reputational benefits, among which are:
- Improvement in the coherence of the brand image (by all the agents linked to the supply chain as well as customers and users).
- Improvement of empathy (providing the opportunity to eliminate important risks that deteriorate the company’s reputation and reduce the trust placed in the brand).
- Improved visibility (Carrying out actions with purpose helps companies gain space in consumer preferences, favors customer loyalty and energizes content).
- Improvement in the alignment with legislation (Allows the company to align itself with national and international legislation on the Environment).
If you want to know more, do not hesitate to write to us!
Do you carry out other types of environmental actions?
Yeah. Parallel to the development of the ASHES TO LIFE Project Environmental Research project, from the firm we participate in different environmental actions that allow us to restore ecosystems. These tasks, with which we seek to improve the environmental, social and economic environments, are carried out in collaboration with specialized companies and Environmental Technicians from the Administration.
PROMOTIONS AND DISCOUNT CODES
How does the Ashes To Life Newsletter Welcome Coupon work?
When you subscribe to our Newsletter, you will receive an e-mail welcoming you with a 10% discount code so that you can use it on your first purchase. We remind you that this code cannot be combined with other offers and that subscribing does not have any cost.
The subscription will allow you to have detailed information about news and have exclusive access to promotions and discounts.
Why is the coupon not working?
It is possible that in some cases there are conditions for which a promotional coupon does not work when trying to apply it. For example, the coupon has expired, the minimum order requested has not been reached, it has been used previously, etc.
If you have any questions about the use of the coupon, write to us at firstname.lastname@example.org and we will offer you a solution.
Can I use more than one coupon at a time?
We’re sorry, but the coupons and discounts offered to purchase our organic cosmetics or accessories are not cumulative. You can use only one coupon per order, reserve the other for your next purchase!
What form of payment can I use to make my purchase?
We have the following means of payment: Debit and Credit Card (Visa, Visa Electron, MasterCard, American Express), Paypal, Apple Pay and Google Pay.
If you select payment by Card, click on “Redsys” and you will be able to enter all your card details in the secure payment section Checkout.
To make the payment by PayPal, select this payment method and click on “Go to PayPal”. You will then be redirected to the PayPal page to proceed with the payment.
If for any reason it is not possible for you to complete the order, call us or write to email@example.com, we will be happy to help you.
Is it safe to use my credit card on the Ashes To Life website?
Yes, it is safe since the transaction is carried out using a secure protocol SSL (Secure Socket Layer) connecting with an official bank payment gateway. Ashes To Life does not store any data on electronic means of payment.
For what reason can my debit / credit card be declined?
Your card may be declined for one of the following reasons:
- The card could be expired. Check that your card does not exceed the validity date.
- The card limit may have been reached. Check with your bank that the card has not exceeded the maximum amount allowed to make purchases.
- It may be that during the process some data entered is incorrect. Check that you have correctly filled in all the necessary fields.
Why can't I finish my purchase process?
When you select the Payment Method, it is essential that you check the box “I have read and agree to the terms and conditions of the web*.
How long will it take for my order to arrive?
For order deliveries within the territory of Spain, the approximate delivery time is 1 to 3 business days.
For order deliveries to other countries, the approximate delivery time is 2 to 5 business days.
Keep in mind that we do not work on weekends and holidays, so if your order includes Saturday or Sunday, the delay will be 2 extra days. Any delay in the shipment does not imply the resolution of the sale nor does it give rise to compensation for said cause.
Can I track the status of my order?
Yes, you can track your order at any time. Once it leaves our warehouse, you will receive an e-mail notification from our logistics operator with the “Tracking Number of your shipment”, which you can enter on the transport company’s website to see the status of the shipment.
Can I make a purchase as a gift and send it to another address?
Yes you can. During the checkout process, you just need to check the box that says “Do you want to ship to a different address?” and enter the recipient’s details before finalizing the payment.
Will my gift order include an invoice with hidden prices?
No. All invoices are sent to the email address provided and are not included in the shipment. The document included in the shipment is a delivery note that shows the list of products and the order number.
What do I do if I am absent at home on the day of delivery?
Don’t worry! If you are absent at the time of delivery, the carrier will make another attempt the next day. If you are also absent on the second delivery attempt, your order will be deposited at the Post Office closest to your home so that you can pick it up at the time that suits you best. Remember that you will have to take the receipt deposited by the logistics operator in your mailbox.
CANCELLATIONS AND RETURNS
Can I cancel my order?
Yes, as long as it has not yet been processed (it is in our warehouse and the logistics operator does not have it). If this is the case, to process the cancellation you must send an e-mail to firstname.lastname@example.org clearly indicating your information and order number. If you no longer have time to cancel your order, you can return it.
Can I return my order?
Think responsibly. Ashes To Life accepts returns within the first 15 days from the customer’s receipt of the merchandise, but we are more in favor of getting it right the first time.
The return process implies a long process that takes us away from our main objective: taking care of the planet.
Repackaging and reshipping (higher gas emissions) are just some of the downsides of the process, and they prevent us from being as sustainable as we’d like. So before you order an eco-friendly cosmetic product or accessory from Ashes To Life, think twice.
In order to make a return, the products must not have been manipulated or used. They must be in perfect condition, including accessories, documentation and original packaging. In this case, the transport costs originated from the return will be borne by the customer.
Once the merchandise is received in our warehouses, and after checking its status, the amount will be refunded according to the method of payment made by the customer. This process can take between 7 and 10 days once the order has arrived at the warehouse.
Can I exchange any item for another?
No, changes are not allowed. You must request a return and proceed to the purchase again.