Frequently Asked Questions

General Enquiries

How do I contact you for additional information on products and services?

We welcome all enquiries at Amelia Moss. Please contact us via our contact us link or email info@ameliamoss.com.

Do you have a contact phone number?

Yes, you can contact Amelia Moss on 01254 790313 during normal business hours. You can also contact us via email at info@ameliamoss.com, or alternatively, complete the form on our “Contact us” page. We aim to respond to all enquiries as soon as possible, and at the latest by the next business day.

Can I buy Amelia Moss products from a retail store?

Currently, all our products are available exclusively though our website. This decision has been undertaken in order to guarantee that only the highest quality products reach our customers.

What are the advantages of subscribing?

By subscribing, you will be kept informed of our latest products, special offers and competitions. Occasionally, we may also offer free samples to subscribers.

How do I unsubscribe?

We value your privacy at Amelia Moss. Should you wish to be removed from our subscription list, please use the unsubscribe link in any email communication you receive from us, or alternatively email info@ameliamoss.com or write to us at:

Amelia Moss, CO Apparel Living Ltd, Suite 2, The Business Development Centre, Eanam Wharf, Blackburn, BB1 5BL.

What are discount codes and how do I use them?

We use discount codes to offer you discounts on products or shipping. To use the code, simply enter it into the field labelled 'Enter your discount code' whilst placing your order. Your shopping bag should update the prices immediately.

What is your privacy policy?

At Amelia Moss, we value your privacy and and information you disclose to us. Please view our “Privacy Policy” page for more information.

Delivery and returns

How can I tell if I successfully placed my order?

We have tried to make ordering from our website as simple and hassle free as possible. Once you have placed your order, you should receive a confirmation email with an order number outlining the products you have ordered and the delivery option chosen. If you do not receive this confirmation, please check your spam/ junk folder in case your email client has forwarded our messages there. If you still haven't received our confirmation, please contact us at info@ameliamoss.com.

Can I amend or cancel my order?

Provided your order hasn't been dispatched for delivery, you can amend or cancel it. Please contact us as soon as possible quoting your Amelia Moss order number. For more information please see our “Delivery and Returns” page.

Can I order Amelia Moss products from outside the UK?

We welcome interest in our products from outside the UK. If you would like to order products for delivery outside the UK, please contact us at info@ameliamoss.com. We will look for the the most economical & efficient delivery option for you. More information can be found on our “Delivery and Returns” page.

How do I return an item I ordered in error?

If you wish to return an item, please follow the instructions on our “Delivery and Returns” page.

How long do I have to return or exchange an item?

You have 30 days from the invoice date to return or exchange your items. Full details and instructions, including our returns policy can be found on our “Delivery and Returns” page.

Do you offer a gift-wrapping service for orders intended as presents?

Our range of products make perfect gifts. As such we would be glad to gift wrap your order. This service is currently free of charge. Please ensure the correct delivery address is entered when placing your order along with any message you would like to include for the recipient. Please email info@ameliamoss.com for more details.

What do I do if my order arrives damaged?

If your order arrives in less than perfect condition, please retain the product and packaging and contact us immediately so we can replace the damaged items free of charge.

What is your returns policy?

Full details of our returns policy can be found on our “Delivery and Returns” page.

Products

Are Amelia Moss products safe for use during pregnancy or when breast-feeding?

Yes, all of our products are safe to use during pregnancy and breast-feeding since they are free from any additives, chemical or otherwise. Our products include only organically certified ingredients to make sure they are free from potentially harmful chemicals.

Can Amelia Moss products be used on babies, toddlers or young children?

Since all our products are natural, they can safely be used on babies and toddlers. Remember to always apply a small quantity on a small patch of skin first in case skin irritation occurs. This recommendation applies to any product normally applied to skin and is not specific purely to our products.

Are the natural oils greasy?

With the exception of jojoba oil, our natural oils are dry oils, which means the greasiness soon disappears after application. Jojoba oil on the other hand is technically a wax, however it also leaves no greasy residue after application.

Do your products have a strong smell?

All our natural oils have a faint nutty odour which fades after application. This is quite normal and desirable as it indicates the pure nature of the oil itself. Because our natural oils are cold pressed from un-roasted nuts and seeds, they do not have a strong smell which is usually found in culinary oils, particularly argan and marula oils. Although some stores sell deodorised versions of natural oils, we don't use any refining processes whatsoever. This ensures that our products reach you with all their beneficial properties intact.

With regards to our pure orange blossom, there is a characteristic and fragrant bitter-orange smell. Similarly, our rose water has its own beautifully fragrant rose smell.

Our pure rhassoul clay is odour free, however our skala clay has a faint smell of the natural ingredients which have been added to it to make up its unique formulation.

Can your products be used if I am suffering with eczema or another skin condition?

All Amelia Moss products are suitable and recommended for patients suffering with inflammatory skin conditions such as eczema and psoriasis. Numerous scientific studies have shown how the ingredients found in our natural oils help repair damaged skin and reduce inflammation. In addition, they help reduce trans-epidermal water loss and therefore promote natural skin hydration.

Can your natural moisturising oils be used if I have a nut allergy?

Although our natural oils are not made from nuts or seeds which typically cause allergies, it is still possible to have an allergic reaction to them. As such, we recommend you speak to your doctor or dermatologist if you suffer from nut allergies and wish to use our natural oils. At the very least, you should perform a patch test on a small area of skin to see if any reaction occurs, discontinuing use if it does.

Is Barbary fig seed oil the same as prickly pear seed oil?

Yes, Barbary fig is also known by other names including Prickly Pear, Indian Fig Opuntia, Cactus Pear, Spineless Cactus and Opuntia ficus-indica.

What is the typical shelf life of your products?

There are different opinions on the shelf life of natural oils; anything from 6 months to over 2 years. We've found that all our natural oils will easily retain their beneficial qualities for at least 6 months, and if stored away from strong sunlight in a cool place (below 25°C or 77°F) or in a refrigerator, will last for up to 2 years and even longer in the case of jojoba oil.

Are there any special storage requirements for your products?

We recommend all our natural oils and toners be stored in a cool environment away from strong sunlight. We have packaged our oils in amber glass bottles with this in mind. You may wish to store your products in the refrigerator and this increases their usable life. However, please remember that jojoba oil will become solid when cold without any detrimental effects to its therapeutic properties. It will return to liquid when warmed or applied to skin.

Do you add anything to your products?

We do not add anything other than what is stated on the bottle. All our oils are 100% pure, organic and natural. Nothing has been added or removed from them. This is also true for our toners and cleansers; we distill the pure flower and refrain from adding any preservatives or colours in order to bring you the purest and most natural product possible.
Our rhassoul clay, ground from natural lava, is pure and unrefined. Our skala is a unique blend of pure rhassoul with a fraction of natural henna and orange blossom.

Have any of your products been tested on animals?

All Amelia Moss products are free from animal testing. We do not agree with animal testing whatsoever and we choose only those suppliers who share our principles in this regard.

Can I mix two or more natural oils before using them on my skin?

Absolutely. All our oils are miscible with one another, meaning they mix freely without separating into layers. We're very aware that your skin type may benefit from your own formulation of our oils, so feel free to experiment with a mix that suits you. If you need any advice on mixing our natural oils, we would be happy to answer any queries or concerns you may have.

Why is the colour of the oil not exactly the same in two bottles of the same product?

Because our oils are as natural as you can get, there will always be variations between harvested batches of the original fruit. Our extraction processes are carefully controlled and monitored with regards to temperature and humidity in particular. However the harvested fruit is very much dependent on natural elements such as the weather.

Why is there some sediment at the bottom of my bottle of natural oil?

This sediment is the remains of the extraction process and is completely normal and harmless. In keeping with our respect for natural simplicity, we do not add extra steps to our extraction process. However we do minimise sediment by allowing freshly extracted oil to rest. This allows most of the particles to settle to the bottom before we decant the mostly sediment-free oil to make our natural oils

How fresh are your products?

We only procure ingredients in small quantities despite incurring extra expense. This is to ensure we always supply you with freshly produced natural oils and toners with all their beneficial properties preserved.

Why is my jojoba oil sometimes waxy when it's cold?

Jojobal oil, or technically jojoba wax, has a high melting point of around 11°C. This means that it changes from solid to liquid at this temperature. When stored in a cold place, it will become solid until warmed or applied to skin.