Do you have any Questions?

… read our frequently asked questions

 

FURTHER QUESTIONS?
If you can’t find the answer you’re looking for then please get in touch either by phone at + 32 2 582 4804 (Monday-Friday 10:00-17:00 CET – Central European Time) or send an email to CustomerService@AboutRose.com

QUESTIONS ABOUT OUR PRODUCTS

”I need some product advice, can you help me?”

Yes we can!  We are more than happy to answer any questions you may have about our products.  Either give us a call at + 32 (0)2 582 4804 or send us an email to info@AboutRose.com

”Are your products suitable for use during pregnancy?"

We do not recommend the use of About Rose products for pregnant women due to the high content of essential oils.  Although most of the oils are believed to be safe during pregnancy we feel it is better to err on the side of caution.

”Are your products suitable for use on children?”

Yes, because our bases are ph neutral and very gentle our products are suitable for children.  However we do not recommend using our products on young babies.

”Can your products be used on sensitive skin types?”

Our bases are very gentle and we use a lot of natural ingredients but some people can react to certain ingredients and essential oils.  If you have sensitive skin it may be a good idea to carry out a patch test on an area of skin before using the product.

”Are your products organic? ”

The About Rose On-line Store has two Organic Collections, Être Cosmétique BIO and RE SOURCE as well as five Luxury Collections that use many organic natural actives in their formulations.

”Are your products 100% natural?”

Not all our products are 100% natural, but we do use 100% essential oils for fragrance and we ensure that our formulations are as natural as possible whilst maintaining a good shelf life.  We avoid the use of ingredients such as paraben preservatives, sodium laureth sulfate and sodium lauryl sulfate and we do not use any artificial colourings.  The two Organic Collections, Être Cosmétique BIO and RE SOURCE have 98% organic natural actives in their formulations.

”Where are your products made?”

Our products are made by reputable suppliers in Europe.  Our Perfumed Room Spray is made in Belgium, our Gentle Soap and our Toiletries are made in Italy.

”Is your packaging recyclable?”

Yes, our packaging is recyclable.

”What is the shelf life of your products?”

All our bath and body products have a minimum shelf life of 30 months.  As our products are naturally based, we recommend that once opened they should be used within 6 months.

”Are HD FRAGRANCES' products tested on animals?”

HD FRAGRANCES is against testing on animals.

”Is it safe to use the About Rose room spray directly on linens, draperies and carpets?”

Yes, however we recommend that you spray with sufficient distance and test first on fine/fragile fabrics.

”Is it safe to provide my personal information on your site?”

Yes it is!  When you order online with us, we use Secure Socket Layer (SSL) encryption technology so you can be assured that your order will be placed safely and securely.  In order for encryption to take place, your browser must have the SSL protocol.  We recommend using the most recent version of either Google Chrome, Mozilla Firefox or Internet Explorer.  Please view our SSL Certificate by clicking the image below: SSL Secure

”I placed an order but I did not receive an confirmation? Do I need to reorder?

If this is your first About Rose order, we recommend you add our email addresses to your contact list to ensure that all of our communications arrive in your inbox.  Please double check your junk mail box just in case.  If you have still not received an order confirmation from us, please send us an email at CustomerService@AboutRose.com or call us on +32 2 582 4804.

”Do you deliver Internationally?”

Yes we do!  However at this time we only ship to selected countries.  Please see our DELIVERY INFORMATION page for full details.

”What payment options do you have?”

We accept Visa, Mastercard, Maestro and Direct Bank Transfers.  Card payments on our website are made through Ingenico Payment Services for fast, secure and reliable payment.

”Is it safe to use my credit card?”

Yes it is!  When you order online with us, we use Secure Socket Layer (SSL) encryption technology so you can be assured that your order will be placed safely and securely.  In order for encryption to take place, your browser must have the SSL protocol.  We recommend using the most recent version of either Google Chrome, Mozilla Firefox or Internet Explorer.  Please view our SSL Certificate by clicking the image below:
SSL Secure

”How do I update my personal details?”

If you have forgotten your password, enter your email address where prompted on the log in page.  We will then email you a new temporary password that you can use to log in to your account.  Once you have logged in, select “Account Information” and follow the instruction to change your password.

”Are my personal details secure?”

We never see your password and we use Secure Socket Layer (SSL) encryption technology so you can be assured that your details are stored safely and securely.

”Does anyone else see the information that I provide?”

We respect your privacy.  The information you provide will not be given to any third party without your express consent.  Read our PRIVACY POLICY for additional information.

”How do I unsubscribe from newsletter e-mails?”

We provide unsubscribe links in all of our mailings.  You can also manage your subscription settings on our website.  Simply log-in to your account and click My Account > Newsletter Subscriptions.

”How do I change or cancel my order?”

If you wish to change or cancel an order please call us within 24 hours from making your purchase at + 32 2 582 4804 (Monday-Friday 10:00 – 17:00 CET) or send an email to CustomerService@AboutRose.com.

”Has my order been dispatched?”

Log into your Account.  In the Recent Order box, click View to open your Order Details page.  Here you will find the status of your selected order.

”When will I receive my order?”

Delivery times vary depending on where you are shipping.  For full details about delivery times, please see our DELIVERY INFORMATION page.

”How are my goods packaged?”

Our products are packed in recycled shredded paper which is fragranced with the About Rose fragrance.  We also include a complimentary About Rose product sample for you to enjoy.

”I have received the wrong product, what do I do?”

Please get in touch either by phone at + 32 (0)2 582 4804 (Mon-Friday 9:30-17:30) or send an email to CustomerService@AboutRose.com and we’ll send replacements to you as soon as possible.

”My order has arrived damaged, what do I do?”

We’re sorry that your About Rose products have arrived in less than perfect condition.  Occasionally damage can occur to our products during transit.  Please get in touch either by phone at + 32 2 582 4804 (Monday-Friday 9:30-17:30) or send an email to CustomerService@AboutRose.com and we’ll get replacements to you as soon as possible.  Please note we may arrange to collect the damaged goods or ask for you to provide a photograph for our own quality control investigations.

”My product is faulty, what do I do?”

We’re sorry that your About Rose product is faulty.  Please get in touch either by phone at + 32 (0)2 582 4804 (Mon-Friday 9:30-17:30) or send an email to CustomerService@AboutRose.com and we’ll get replacements to you as soon as possible.  Please note we may arrange to collect the faulty goods or ask for you to provide a photograph for our own quality control investigations.

”How do I arrange a return or exchange?”

To arrange a return you will need to fill out a returns form. This form, along with further information regarding returns can be found on our RETURNS POLICY page.

”Can I return an item I received as a gift?”

An item that was received as a gift can be returned for an exchange or for a gift voucher.  Refunds can only be made to the original credit or debit card on which the gift was purchased.

”Have you received my returned goods?”

We will contact you as soon as we receive your returns.  If you haven’t heard from us please give us a call and we will be happy to help.

”I’ve returned my order, how long does it take for a refund?”

Refunds are arranged within 14 days of us receiving faulty/unwanted goods.

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