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Our FAQs

If you have any question, concerns or issues, the Puressentiel team would love to help you. Click here to browse through these FAQs to find answers to commonly raised questions about Puressentiel.

1. How do I subscribe to the newsletter ?

To subscribe to the newsletter, simply fill in your email address in the registration form at the bottom of this page. You will be informed throughout the year of news, offers and advices.

2. How do I unsubscribe from the Puressentiel newsletter?

We are sorry to hear you no longer want to receive the latest news, updates and offers from us. To unsubscribe, simply click on the link at the bottom of our newsletter. You will be automatically unsubscribed. However, if you still do not manage to unsubscribe please do not hesitate to contact our customer service.

3. How do I return my item?

If you want to return your order, please contact our customer service or follow the steps below. If you benefited an offer when placing your order, you must return your entire order. The refund will be made only if all the products are returned unused, in perfect condition, in their original packaging. All the gifts received in my order must also be returned (samples, mini etc.). If you have not benefited from an offer, you must return the product(s) you wish to exchange. The refund will be made only if the products are returned unused, in perfect condition, in their original packaging. Place the Delivery Note along with the items you are returning inside the parcel. If you are no longer in possession of it, please write down on free paper the order number, your first and last names then place it in the return parcel. The return costs are the responsibility of the customer. The address to indicate is: PURESSENTIEL UK Limited – Return 75 Newman Street W1T 3EN - London UNITED KINGDOM

4. Where is my return parcel?

Returns can take up to 15 business days to reach us depending on the shipping method chosen. Once received by our logistics partner, we will be informed and the refund will be made within 72 hours (depending on the bank) back to the original method of purchase.

5. How soon will I be reimbursed?

Returns can take up to 15 business days to reach us depending on the shipping method chosen. Once received by our logistics partner, we will be informed and the refund will be made within 72 hours (depending on the bank) back to the original method of purchase.

6. What are the return fees?

Customers must pay relevant return fees. Price varies depending on service provider.

7. Can I make an exchange?

We are unable to offer exchanges. However, you can return as soon as possible your full order by following the procedure of return. Once received, we will give you a refund. All you have to do is place a new order.

8. Can I return my items?

It is possible to return your items within 14 days after receipt of your order. If you want to return your order, please contact our customer service or follow the steps below. If you benefited an offer when placing your order, you must return your entire order. The refund will be made only if all the products are returned unused, in perfect condition, in their original packaging. All the gifts received in my order must also be returned (samples, mini etc.). If you have not benefited from an offer, you must return the product(s) you wish to exchange. The refund will be made only if the products are returned unused, in perfect condition, in their original packaging. Place the Delivery Note along with the items you are returning inside the parcel. If you are no longer in possession of it, please write down on free paper the order number, your first and last names then place it in the return parcel. The return costs are the responsibility of the customer. The address to indicate is: PURESSENTIEL UK Limited – Return 75 Newman Street W1T 3EN - London UNITED KINGDOM

9. Can I amend the delivery option for my order ?

Unfortunately, once the order is validated we can not change the delivery address.

10. Do you deliver abroad?

We deliver exclusively in the UK (Isle of Man, Jersey and Guernsey excluded).

11. Are my personal details safe with Puressentiel?

All of your personal information is strictly confidential. Intended for internal use, they will be only used for the delivery of your orders or to bring you a better experience on our website. Regarding your bank details, please know that they are encrypted in SSL mode and will never be kept on the site.

12. I’ve forgotten my password – What do I do?

All you need to do is click on Forgotten password and enter your email address.

You will receive an email to change your password. If you haven’t received any email, please check your junk mail folder in case it’s ended up there.

13. How I do change my password?

To change your password, go to "Login" and click on "I forgot my login and/or my password." You will receive an email to change your password. If you haven’t received any email, please check your junk mail folder in case it’s ended up there.

14. How do I modify my personal information ?

At any time you can modify your personal information by going to your « My Account » area in the section « My Adresses».

15. How do I register ?

At the top right of the site, click on "Login" to create a Puressentiel customer account.

16. How to modify my delivery information ?

You can add a new delivery address for each order placed on the website. However, be careful, you can not change the delivery address once the order is validated. If you have an account on our website, you can also create, modify and save your addresses in your address book.

17. Are my personal details safe with Puressentiel?

All of your personal information is strictly confidential. Intended for internal use, they will be only used for the delivery of your orders or to bring you a better experience on our website. Regarding your bank details, please know that they are encrypted in SSL mode and will never be kept on the site.

18. There is an error on my order, what should I do?

For any incorrect order placed on Puressentiel.com, you must notify us within 24 hours of receipt via our contact form, please select "My order". We will then proceed to the regularization of your order.

19. How do I report a faulty product?

For any order on Puressentiel.com, you must notify us this within 24 hours of receipt via the contact form of the site, please select "Product Complaint".

20. How to track my order?

To track your order, simply go to your "My Account" area in the section "My Orders". You will also receive an e-mail with a tracking number once your order is shipped. It will allow you to track your package directly on the carrier's website (depending on the chosen delivery method).

21. Can I cancel my order ?

Once validated and paid, it is not possible to cancel your order. We advise you to send us email to info.uk@puressentiel.com and return the package immediately upon receipt so that we can refund you as soon as possible.

22. Where can I find my order number?

Your order number is in your order confirmation email, as well as in the "My Account" area in the "My Orders" section.

23. Has my order been validated?

Once your order is validated, you will receive a confirmation email. In case the email does not appear in your inbox, we invite you to check your junk mail in case it’s ended up there. It is then your responsibility to keep this email with your order number.

24. Can I order by phone?

Our customer service is not authorized to place an order for you. Our customer service can, however, assist you during your navigation on the website and in particular when placing your order. To facilitate the process, please be sure to have your payment method ready.

25. Do I need to create an account to place an order?

You can place an order without creating an account. You will only be asked for your email address, which will allow us to keep you informed of the follow-up of your order. In order to facilitate your future visits on our site, we advise you to create a customer account. This will only take a few minutes and will make your next orders easier. You will be able to record your different delivery addresses and track your orders directly from the website. Rest assured, we will never share your personal information, it is strictly confidential and will be used exclusively by Puressentiel's internal services.

26. How to place an order?

Select your articles by clicking on them, select the desired quantity and add to cart. Once all your items added to the cart, go to your cart and click "Buy" Create your account, login or continue without creating an account. Select the desired delivery method. Make your secure payment.

27. How to use a voucher code?

Vouchers codes can be entered at the “My Basket” stage of your order by entering your promotional code into the “Voucher code” box. Enter the voucher code and click on apply. The voucher code is automatically taken into account. If you are having trouble using your code, make sure you enter the codes as it appears on the offer as they are case and space sensitive. You can also check that the conditions of application of the voucher code are respected, namely: deadline of the offer, minimum amount to be eligible, etc.

28. What payment methods do you accept?

We accept all major credit and debit cards including VISA, Mastercard, Maestro.

29. What if my payment was declined?

When you place an order, if your bank refuses the payment, you are redirected to the step before the payment with an error message. The transaction is not made and the order is not taken into account as long as you do not land on the order confirmation page.

30. Is the payment secured?

Your online payment is 100% secure thanks to our HTTPS certification and our recognized online payment solution: Stripe. Your bank details are encrypted using the SSL protocol and are never stored on our servers.

31. Are the offers on the Puressentiel website valid in pharmacy and drugstore?

The offers on our e-commerce website and by email via the newsletter are valid only on the Puressentiel.com website unless otherwise stated.

32. I forgot to add my voucher code

You can only add Voucher codes at the time of placing an order. However, the code is still usable on the site under the defined application conditions.

33. Why do your products not always smell the same?

Our products can indeed present olfactory variations from one batch to another but always remain within the norm of the accepted variations by our quality control and by the current legislations (Afnor, European Pharmacopoeia ...). This doesn't affect their formula or the biochemical components in the essential oils. Our essential oils are 100% natural plant substances, 100% pure and unrefined. The aromatic molecules composition of essential oils depends on environmental factors such as climatic and geographical conditions (sunshine, humidity, exposure, altitude, nature of the soil ...) The essential oils used by Puressentiel are selected on criteria related to their biochemical composition and not just their olfactory note, unlike the essential oils selected by the perfume, cosmetics, laundry or food industries which, above all, are looking for a "standardized" flavor or aroma. Puressentiel aromatherapy products may not always have the same fragrance (unlike perfumes or other types of industries that can be rectified by adding or removing certain natural or synthetic molecules so that they always have the same olfactory note). Also, each of our products are made up of several essential oils blends so they can present perceptible olfactory differences but with no modification of its intrinsic properties. These olfactory variations that you can notice from one batch to another are therefore a sign of its natural property and does not alter the product. These olfactory variations are above all a guarantee of quality of a 100% pure and natural origin product.

34. Why combine a plant oil with an essential oil?

It serves as a base for essential oils, facilitating their penetration into the epidermis and limiting the risks of irritation. It softens and protects the skin.

35. What is a hydrolat?

It is an aromatic water (or floral water, when made from flowers). This is the residual water obtained after separating the product from distillation (the essential oil). It is much less concentrated in active ingredients (between 0.02% and 0.20%) than the essential oil.

36. What are plant oils for?

Plant oils are essential supplements to essential oils. They allow for the optimization and reinforcement of the actions and benefits of essential oils. They are also helpful to dilute the essential oils before a massage or skin application: a point of interest as some essential oils can turn to be irritant if used pure.

37. How are plant oils extracted?

Plant oils are extracted from seeds, fruit stones, or plants.

38. What does it mean if an essential oil is phototoxic?

Some essential oils, such as lemon or sweet orange, are phototoxic. This means that they should not be used before sun exposure.

39. What to do in case of accidental ingestion?

Immediately contact the poison control center.

40. What to do in case of contact of essential oils with eyes or mucous membranes?

Rinse immediately and abundantly, preferably with a vegetable oil (cooking oil or other), or, in the absence of vegetable oil, rinse with clear water. Contact a doctor or the poison control center.

41. Can we take essential oils by rectal and vaginal routes?

The rectal and vaginal routes are occasional and reserved for magistral preparations made in pharmacies, or on medical prescription. No essential oil should be ever intramuscularly injected, instilled in the eyes or applied pure to an irritated or sensitive area, in the ear canal or on the ano-genital areas.

42. What are the essential bases to use your essential oils?

There are different routes of administration: oral, cutaneous, olfactory or by atmospheric dispersion. The choice of the route of administration will depend on the problem to be treated, the different properties of the essential oil, the precautions related to its use, and the age of the user. If certain essential oils can be used pure (mostly when diffused or on skin as a local application), it is often required to be used with an essential complement: plant oil (cutaneous route), neutral tablet or edible plant oil (oral route), neutral base (for the bath and the shower). For the directions and precautions for use, please refer to the products' labels and advice of health professionals.

43. How should the essential oils be packed?

Essential oils must be packed in glass bottles (not plastic) with a dark color: it facilitates their conservation since they are altered by the sun's ultraviolet rays. For extra safety, choose vials with tamper-proof caps with a child-proof system.

44. Why are some essential oils colored?

Some oils are coloured, it's normal. For example, thymol thyme essential oil can be blood red; that of bergamot, green; and that of lavender, pale yellow. Thus, the color of an essential oil may depend on the nature of the plant but also on the material in which the still is made: a copper still will give a pink wintergreen essential oil, while an aluminum still will produce a light yellow oil.

45. How to store essential oils?

Essential oils should be stored away from light and heat (ideally between 3 and 30 °C). The essential oils of rose, thyme thymol or peppermint, for example, freeze in crystals at low temperature (this does not affect the quality of the essential oil which, as soon as it is at room temperature again, liquefies). It is ideal to keep them in their original packaging (with the instructions) to avoid mistakes, to keep them well closed (they are oxidizable and volatile) and upright (to prevent the oils from "gnawing"on the dropper and cap, which are plastic). With these precautions, your essential oils can be kept about 5 years (3 years for citrus essences, and 2 years for essential oils obtained from coniferous needles, such as Scots pine).

46. Why can't we find all essential oils to be organic?

All the essential oils cannot be certified as organic because of some remote production sites, some wild plants grow in countries where there is no organic certification bodies. Purchase organic essential oils where possible.

47. How long can a bottle of essential oil be kept? Should we put it in the refrigerator?

Essential oils can be perfectly kept up to 3 to 5 years, provided you follow some strict guidelines. Protect them from air, heat and light, especially citrus essential oils (lemon, mandarin...), mastic tree or pine, which must even be kept away from halogen or light spots. At ambient temperature, in a closed cupboard- out of reach of children - it's perfect. There is no need to store them in the fridge.

48. What are the important things to check before buying an essential oil?

You need to check:
  • The Latin name: which helps to avoid any confusion
  • The chemotype: to avoid any mistake regarding the properties. For example, thyme has 7 main chemotypes, with different indications and uses
  • Expiry date
  • The batch number
  • The place of production
  • The route of use and dosage: specific to each oil
  • Precautions for use 
  • Equivalence (1 ml = x drops)

49. How to choose a quality essential oil?

Since 2008, the AFSSAPS (now ANSM, National Agency for Drug Safety) in France, has provided recommendations on quality criteria, to regulate the use of essential oils and allow a better control. A good essential oil usually bear the following mentions: - EOBBD (Essential Oils Botanically and Biochemically Defined) and 100% pure and natural. A guarantee of traceability, quality and strict control. - 100% pure. Namely with no addition of another essential oil, a plant oil, or any other solvent. - 100% natural. Meaning free from nasty chemicals (mineral spirits, synthetic molecules ...) - Traceability must be perfectly controlled. Systematic checks of each essential oil batch (gas chromatography) must be carried out.

50. Can we blend essential oils?

Yes, especially since the essential oils have been proven to be even more efficient when it is associated in synergy.

51. What are the 7 golden rules for the safe use of essential oils?

1) Carefully observe the dosages, precautions for use, the duration of the treatment and the route of administration: essential oils are pure potent extracts whose use must be rigorous. To do this, always keep your essential oils in its original packaging, with its leaflet to which you can refer to at any time if needed.

2) Do not replace an essential oil by another even if its name is close : for instance, true lavender and fat spike lavender have different compositions, as well as thymol thyme and linalol thyme, or ravensare and ravintsara .

3) Always wash your hands thoroughly after using an essential oil.

4) Do not heat the essential oils by placing on a dish on top of a candle or tealight cup for example. Use a diffuser that is made for the use of essential oils.

5) Observe the precautions for use. Many essential oils are prohibited during pregnancy (especially the first trimester) and during breastfeeding. In children, some of them are generally not recommended before 7 years old. If you have a history of kidney and liver problems, seizure disorders, cardiovascular disease or people with epilepsy, asthmatics and more generally if you are under a medical treatment or suffer from a long-term illness, always seek advice from your GP before use.

6) If you are under a medical treatment, pay attention to interactions with essential oils! Do not hesitate to seek advice from your pharmacist or GP.

7) An allergy may be possible, especially in fragile or sensitized subjects. We advise that you perform a skin test (pour 1 or 2 drops of essential oil in the crook of the elbow, wait 48 hours and then start again and wait 1 hour to check the absence of reaction).

52. How do we get an essential oil?

The two traditional methods of obtaining an essential oil are cold expression (for citrus zests) and steam distillation, which are suitable for most plants. It involves circulating steam water through the plant mass to release the essence contained in the small glandular pockets within the plants and then collecting them after condensation, in the form of essential oil. This process being completely natural, allows for a perfectly pure product to be obtained.

53. What is an essential oil?

An esssential oil is a liquid and aromatic extract that is generally obtained by steam distillation from a plant or cold expression, which contains the concentrated volatile components. It represents the quintessence of the plant, in the form of a concentrate, rich in a large variety of active substances identified very precisely by chromatographic analysis.

54. What is the closest store from my home ?

You can find the closest store by going to the Store Locator page.

55. I can't find your products nearby. Where can I buy them?

You have the possibility to buy all of our products on our uk e-commerce website. Our products are also available at Holland & Barrett, Wholefoods, Boots, Amazon and in selected independent pharmacies. You can easily find the nearest shop by consulting our Store Locator.

56. General information

Essential oils are powerful natural concentrates, it requires to use them with caution. The safety of the Puressentiel products has been evaluated but it is important to refer to the instructions as indicated on the packaging (i.e. targeted users, use of application, dosages).

57. Preserving

Keep your essential oils properly closed and out of reach and sight of children. Place your bottles in a cold place and away from light.

58. Responsibility

The information provided on our website are from reference work about aromatherapy. Data are for information purposes only, they cannot under any circumstances constitute medical information, nor incur our responsibility. This information comes from our synthesis on cosmetology and aromatherapy, they do not constitute in any case medical information, nor does it incur our responsibility. In case of doubt only your doctor will be able to advise you.

59. Not recommended people/Particular cases

Follow the instructions. They should always be used with caution in people with high sensitivity: Many essential oils are prohibited during pregnancy and during breastfeeding. Some are generally not recommended before 7 or even 15 years for some essential oils. Do not use in people with allergies to any of the ingredients. In case of a history of kidney and liver problems, seizure disorders, epileptics or cardiovascular diseases, asthmatics and, in general, in case of medical treatment or any pathology requiring medical advice, approach a health specialist (doctor or pharmacist). For long-term use, consult your pharmacist. For Terpenoid-based Essential Oils (e.g. camphor, eucalyptol, menthol): do not use in children under 3 years old, do not use in people with a history of convulsive or epileptic disorders.

60. Solubility/Mix

Essential oils are not water soluble (do not dissolve in water). If you pour it into a bath, it floats on the surface and may cause skin irritation or burns. Always dilute them beforehand (e.g. using Puressentiel Puressentiel Bath & Shower Base or Beauty-Massage Oil with 7 Puressentiel plant oils)

61. Sun

Some essential oils are to be used with caution with the sun!

62. Heating

Do not heat the essential oils (by putting a dish on a candle for example). Use a cold nebulizer, gentle heat ceramic diffuser or atomizer.

63. Quality/Traceability

Use only 100% natural pure essential oils and certified EOBBD (Botanically and Biochemically Defined Essential Oil)

64. Post use

Always wash your hands thoroughly after using an essential oil.

65. Allergy

An allergy is always possible, especially in frail or sensitized individuals. Better to carry out a preliminary test first, (for instance for a skin test: Pour 1 or 2 drops of essential oil in the crook of the elbow, wait 48 hours and then start again and wait 1 hour to check the absence of reaction).

66. Handling

Essential oils are very rich in active ingredients and are extremely powerful. They must be handled with care and used with precaution. Do not substitute one essential oil for another even if their name is similar: true lavender and lavender aspic have different compositions, just like thymol thyme and linalool thyme, ravensare and ravintsara.

67. Ingestion

If accidentally swallowed, contact a poison control center and a doctor.

68. Injection

Never inject essential oils intravenously or intramuscularly.

69. Dosages

Follow instructions carefully : the dosages, the precautions for use, the duration of usage, and the route of administration. They are extracts, their use and instructions must be strictly adhered to. To do so, always keep your essential oil in its original packaging, which you can refer to at any time.

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