FAQ
Delivery & Customs
Will I be charged customs duties on my order?
In most cases, no. Our products ship from Northern Europe and are declared at supplier cost — for the vast majority of UK orders this falls well below the £135 customs duty threshold, which means no charge reaches you.
All orders are shipped under DAP (Delivered at Place) terms, which means that in the rare event a customs charge is applied by FedEx, it is the responsibility of the recipient. We are always upfront about this rather than hide it in the small print.
If you receive a customs charge that feels unreasonable, contact us at hello@ashandalchemy.co.uk and we will find a resolution.
How long will my order take to arrive?
Orders are dispatched within 1–3 working days. Delivery to the UK typically takes 5–10 working days from dispatch. Times may vary depending on customs processing.
How will I track my order?
A shipping confirmation email is sent once your order is dispatched, containing a FedEx tracking link so you can monitor progress in real time.
Do you ship outside the UK?
Currently we ship to the UK only. International shipping will be added in future.
Products
Are your products suitable for sensitive skin?
Yes. The BARRIER System is formulated specifically for sensitive, reactive, and redness-prone skin — including a Sensitive Skin Moisturiser and Sensitive Skin Overnight Cream, both COSMOS Natural certified and completely fragrance-free. Use the Find Your Skin Protocol tool to get a recommendation built around your skin type.
What does COSMOS Natural certified mean?
COSMOS is an internationally recognised standard for natural cosmetics, certified by ECOCERT. It means the formulation meets strict standards for natural ingredient sourcing, manufacturing integrity, and batch verification. It is not self-declared or "inspired by nature" — it is independently verified.
Are your products vegan?
Yes. Every formula is 100% vegan, gluten free, and nut free.
Are your products fragrance-free?
Yes. Every Ash & Alchemy formula is completely fragrance-free — not lightly fragranced, not naturally scented. Synthetic fragrance is the single most common cause of reactive skin in men who think they have sensitive skin.
Can I use products from different Systems together?
Yes. The six Elemental Systems address specific concerns but are formulated to work alongside each other without conflict. The Find Your Skin Protocol tool will help you build a routine if you have more than one concern.
I'm not sure which products are right for me.
Use the Find Your Skin Protocol tool. Answer a few direct questions about your skin and you will receive a structured routine built for your specific concern.
Returns & Refunds
Can I return a product if I change my mind?
No. Our products are produced and labelled to order and cannot be resold. We do not accept returns on unwanted items. We recommend using the Find Your Skin Protocol tool before ordering.
My order arrived damaged or faulty. What do I do?
Contact us at hello@ashandalchemy.co.uk with your order number and photographs of the issue. You do not need to return anything. We will arrange a free replacement or full refund — your choice.
What if FedEx damaged my parcel during delivery?
Contact us with photos and we will handle it directly with our production partner. You will not be out of pocket.
Orders & Account
Do I need an account to order?
No. You can check out as a guest.
Can I change or cancel my order after placing it?
Orders are sent to our production partner immediately. Contact us at hello@ashandalchemy.co.uk as quickly as possible and we will do our best to help, though we cannot guarantee changes once production has started.
I haven't received my order confirmation email.
Check your spam or junk folder first. If it is not there, contact us at hello@ashandalchemy.co.uk with your name and order details and we will resend it.