What is Ash & Alchemy? A precision skincare system built for men in high-performance urban environments. Six pillars, each addressing a specific skin concern. Read the full philosophy here.
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. That said, 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 do receive a customs charge and it 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 to 3 working days. Delivery to the UK typically takes 5 to 10 working days from dispatch. Delivery times may vary depending on customs processing.
How will I track my order? A shipping confirmation email is sent once your order is dispatched. It contains 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 may be added in future.
Products
Are your products suitable for sensitive skin? Several products in the BARRIER pillar are formulated specifically for sensitive and redness-prone skin — including the Sensitive Skin Moisturiser and Sensitive Skin Overnight Cream, both COSMOS Organic certified and completely fragrance-free. If you are unsure, use the Find Your Skin Protocol tool to get a recommendation built around your skin.
What does COSMOS Natural and COSMOS Organic mean? COSMOS is an internationally recognised standard for natural and organic cosmetics, certified by ECOCERT. COSMOS Natural means the formulation meets strict standards for natural ingredient sourcing and formulation integrity. COSMOS Organic means a minimum percentage of the ingredients are certified organic. All Ash & Alchemy products are certified to one of these two standards.
Are your products vegan? Yes. All products are Vegan Friendly, Gluten Free and Nut Free.
Can I use multiple products from different pillars? Yes. The six pillars are designed to address specific concerns, but they work together without conflict. The Find Your Skin Protocol tool will help you build a routine across pillars 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 two direct questions about your skin and you will receive a structured routine built for your specific concern. No guesswork.
Returns & Refunds
Can I return a product if I change my mind? No. Our products are produced and labelled specifically for each order and cannot be resold. We do not accept returns on unwanted items. We recommend using the Find Your Skin Protocol tool before you order.
My order arrived damaged or faulty. What do I do? Contact us immediately at hello@ashandalchemy.co.uk with your order number, photographs of the issue and a list of affected products. 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.
Account & Orders
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. If you need to make a change, 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.
Contact hello@ashandalchemy.co.uk