Frequently Asked Questions
If you can't find the answer you're looking for in the list below then please get in touch on 07894 120 073 (Mon–Fri 09:00–17:00), here or use our Live Chat facility at the bottom right of the page.
SHOPPING WITH ALTRUIS LIVING
I need some product advice, can you help me?
We absolutely love to help our customers with their well being or to just choose gifts and treats for themselves! Please let us know if you have any questions or need advice in choosing the right ritual. Either get in touch on 0789 4120073 (Mon - Fri 09:00-17:00), here or use our Live Chat facility at the bottom right of the page.
How do I find out about offers and promotions?
Please join our facebook group where members hear first about new products, hints and tips and exclusive promotions.
Sign up to our newsletter which is also a great way to keep you up to date on special offers and promotions.
MY ORDER
Has my order been dispatched?
We will send you an email when your order has been dispatched, please check your junk mail folder. You can also check your order by logging in to your account, and selecting "Order History" from your account dashboard.
How will my order be dispatched?
Within the UK we use Royal Mail 2nd Class Signed service, for orders over 2kg we use UPS or DPD. Your delivery costs will be automatically calculated at the checkout. For full details please see our Delivery Information.
When will I receive my order?
Delivery times vary depending on the delivery option selected. For full details please see our Delivery Information.
I haven't received my order
Please see our Delivery Information for full details regarding delivery times. If you still haven't received your order after the delivery period has ended, then please get in touch on 07894120073 (Mon - Fri 09:00-17:00) here or contact us via our Live Chat.
I have received the wrong product, what do I do?
Please get in touch on 07894120073 (Mon - Fri 09:00-17:00), here or contact us via our Live Chat.
My product is faulty, what do I do?
We're sorry that your Altruis Living product is faulty. Please get in touch on 07894120073 (Mon - Fri 09:00-17:00), here or contact us via our Live Chat. Please note we may arrange to collect the faulty goods or ask you to provide a photograph for our own quality control investigations.
How are my goods packaged?
We use protective parcel fillers such as bubble wrap, polystyrene peanuts and paper which are all donated from local small businesses who are joining us in our community of Facebook groups Pass It On Packaging UK in reducing waste - reduce, reuse, recycle! All of our postage boxes are either donated too or are made from recycled materials. Our gift packing and tissue paper is made from recycled materials and it's fully recyclable.
Can I recycle your packaging?
Absolutely! When you have received your order please re use your packaging or pass it on to someone who can.
If you live in the North East of England, North West of England, Yorkshire & Humberside, West Midlands, South East England, South West England, London or Wales we have set up a community of facebook groups called Pass It On Packaging UK where you can donate your used packaging no matter how big or small. There is always someone who can use it for the likes of e-baying, moving house or sending gifts.
DELIVERY
For more information about deliveries, please see Delivery Information.
Do you deliver internationally?
We deliver to Europe which takes up to 5 working days. USA and Canada which takes up to 10 working days. For full details please see our Delivery Information.
ALTRUIS LIVING PRODUCTS
For details on how to use our products please visit How To Use Your Products. For safety information please visit Safety Information
Do your products contain SLS, parabens or petrochemicals?
We absolutely never ever use any petrochemicals, SLS or parabens or other harsh chemicals.
What type of wax do you use in your candles and wax melts?
Our Altruis Living eco friendly candles and wax melts contain a unique blend of clean burning natural plant waxes that has been tried and tested for over 25 years. The fine quality oils used combined with the plant wax material, burns cleanly and throws the scent effectively. The clean burn also produces minimal soot. Read more about why we don't use paraffin here.
Do your skin and body care products contain any mineral oils or paraffin?
Our body care products do not contain any Paraffin, Liquid Paraffin or Mineral Oils which are what we call Comedogenic - meaning they block the pores and prevent the skin from being able to breathe properly; in a nutshell nothing gets through - which is why it is used as a barrier for eye lash tinting. Because it blocks the pores it provides bacteria a fabulous breading ground.
Do your lip balms contain any mineral oils or paraffin?
Our lips balms do not contain Mineral oils or Paraffin because any such ingredients actually draw moisture away from the lips which can cause you to lick them and dry them out even further. You shouldn't ever have to reapply a lip balm often! Our lips do not have any oil glands so our lip balms contain shea butter and beeswax which attract moisture from the air to the lips and helps to condition and nourish them.
I have a nut allergy, I see many of your Eve Taylor products contain nut extracts are they safe to use?
The Eve Taylor products which contain nut oils are perfectly safe to use for those with nut intolerances or allergies. While Eve Taylor use a variety of plant oils with many extracted from nuts, they only use purified nut oils which have been winterised, deodorised and refined, a process to devoid them of protein particles which are the element responsible for causing allergies.
Are your products or any of the ingredients used in your products tested on animals?
None of our products are tested on any animals.
I am a vegan and don't use beeswax or honey, can I can use your products?
- Our Altruis Living Hand & Body Washes and Hand & Body Lotions contain honey so are NOT suitable for Vegans
- Our Reed Diffusers and Fragrance Oils are NOT suitable for Vegans.
- All other Altruis Living branded products are vegan friendly.
Eve Taylor - Honey, Beeswax and Chitosan are used in the Eve Taylor® products which are listed below and are therefore not vegan friendly:
Purifying Cream Masque – contains Honey
Seal & Protect Moisturising Lip Balm SPF10 – contains Honey & Beeswax
Age Resist Active Complex – contains Beeswax
Bio Cream Exfoliant – contains Beeswax
Soothing Moisture Cream – contains Beeswax
Balancing Moisture Cream – contains Beeswax
Purifying Moisture Cream – contains Beeswax
Replenishing Neck Cream - contains Beeswax
Are your skin and body products suitable during pregnancy?
Altruis Living products: all of our Altruis Living products are safe to use during pregnancy except the Meditation range which contains Clary Sage essential oil a natural hormone balancer.
Eve Taylor Products:
Please avoid Aromatic Serums from the Eve Taylor Aromatherapy facial products range during the first trimester and after the first trimester we recommend you use Soothing Aromatic Serum (No1). All other facial products are absolutely safe to use.
Please avoid Eve Taylor's Detox, Uplifting and Wellbeing Massage & Bath Blends. Eve Taylor's Anti-Stress Massage & Bath Blend may be used during pregnancy after the first trimester.
Please also avoid Eve Taylor Aromatherapy Body Serums and after the first trimester we recommend you use Eve Taylor's Relaxing Body Serum (No.10).
During pregnancy many changes are taking place in the body. One of these changes may be greater skin sensitivity so please avoid using products that may be more stimulating. For example, choose Micro-fine Exfoliant as your exfoliator.
What are your candle wicks made from?
All wicks in our Altruis Living candles are made from cotton with a paper core. Our Hobo Soy Candles are natural unbleached cotton only wicks.
How long do your Reed Diffusers last for?
Our vegetable based reed diffusers last over 3 months. You can speed this rate up by frequently turning the reeds or reduce it by using less reeds and turning them less often. The reed diffusers will also work faster in hot, dry environments as the reeds themselves will dry out quicker and therefore absorb more replacement fragrance oils faster. When the oil in the bottle is finished, the reed diffuser will continue to scent the room as the reeds themselves will still contain the fragrance oils.
Are your Reed Diffusers Alcohol & Glycol Free?
Our reed diffusers have a natural vegetable base which is alcohol and glycol free.
How do Crystals Work?
Crystal (gemstones) provide holistic properties to bring balance to an individual's life and mind. Crystals are said to "have a stable and unchanging energy pattern, each with a unique frequency and energy field, or resonance" that gives them special properties. As a result, "they act like tuning forks," helping bring "harmony" to the "very unstable energy field of the human body".
~ Judy Hall The Little Book of Crystals.
Disclaimer
This disclaimer applies to all information on this site and all gemstone products.
The information on gemstones on our website comes from our own experiences the experiences of others and from research books, articles and information. If you are interested in reading more about crystals, we suggest you start with experts Judy Hall and Philip Permutt.
Please note that while the descriptions of the properties, qualities and meanings of some gemstones refer to healing they are not intended as a replacement for diagnosis of illness or ailments, or healing, cure or regular medical or psychological treatment and do not imply a guarantee of effect. Always consult your doctor or other health professional in the case of illness and if you have any concerns about using natural healing gemstones, please consult with your regular care provider first.
MY ACCOUNT
How do I unsubscribe from newsletter e-mails?
We provide unsubscribe links in all of our mailings. Alternatively please contact us here with UNSUBCRIBE in your email subject title.
I have forgotten my password
If you have forgotten your password, please use the forgotten password link here, click "forgot your password?" then enter your email address where prompted on the log in page. We will then email you a link that you can use to change your password.
RETURNS
Please see our Returns Policy for full details.