1. Are your products made with all-natural ingredients?
Yes! All of our skincare products are crafted using natural, high-quality ingredients, including organic oils, butters, botanical extracts, and essential oils. We avoid synthetic fragrances, artificial colors, parabens, sulfates, and other harsh additives. “Natural” does not mean “non-reactive,” so if you have allergies or sensitivities, check the ingredient list and do a patch test before use.

2. Do your products contain preservatives?
Some of our products include plant-based, natural preservatives to extend shelf life. We never use synthetic preservatives such as parabens or phenoxyethanol. To maintain freshness:

• Store in a cool, dry place, away from direct sunlight

• Keep water out of jars and containers

• Use clean, dry tools when scooping

• Seal tightly after use

Each product is labeled with a best-used-by date or a PAO (Period After Opening) symbol.

3. Why do some products settle or separate?
Because we use minimal stabilizers and no artificial thickeners, some settling or separation is normal, especially in oil-rich or botanical products. Gently stir or shake before use to restore texture. If a product smells off or looks dramatically different, contact us immediately.

4. How long do your products last?
Each product has a shelf life listed on its label (typically 12-18 months from manufacturing). After opening, most products are best used within 12 months, depending on storage. Keep products in a cool, dry place to maximize freshness.

5. Are your products suitable for sensitive skin or allergies?
Our products are formulated with sensitive skin in mind. We avoid common irritants and offer low-scent or naturally scented options. However, skin reactions vary. Always perform a patch test on a small area (inner arm or behind the ear) for 24 hours before full use. Check ingredient lists carefully if you have known allergies.

6. Can I return or exchange products?
Because our products are handcrafted, made to order, and intended for personal use, we cannot accept returns or exchanges. If your product arrives damaged, defective, or incorrect, contact us within 7 days of delivery with photos. We will work with you to resolve the issue.

7. How long does it take to receive my order?
Orders typically ship within 2 business days. Shipping within the U.S. usually takes 5–10 business days, though remote locations may take longer. During holidays or peak periods, shipping may be slightly delayed.

8. How do I track my order, and what if my package is lost or stolen?
You will receive a tracking number via email once your order ships. All orders include third-party shipping insurance. If your package is lost, stolen, or damaged in transit, you may file a claim. If you declined insurance at checkout, Petal & Root cannot be responsible. We are happy to assist with claims but cannot guarantee replacement beyond carrier coverage.

9. Can I customize a product or request a specific scent?
At this time, we do not offer custom formulas or scent blends. We welcome feedback and suggestions for future product lines, and we occasionally create limited-edition offerings based on customer requests.

10. Do you use eco-friendly or sustainable packaging?
Yes! We use recyclable glass, metal, and paper-based containers wherever possible. Shipping materials are recycled or repurposed from ingredient deliveries. We encourage customers to reuse or recycle packaging to minimize environmental impact.

11. How should I store my skincare products?
Store in a cool, dry place, away from heat, sunlight, or humidity. After opening, reseal tightly. Use clean, dry fingers or a utensil when scooping. For soaps, use a well-draining soap dish to prevent sitting in water.

12. Do you offer gift sets?
Yes! We offer curated gift sets for all occasions. Visit the “Gift Sets” section on our website for current options. Want a custom combination? Email us! We may be able to create a special set for you.

13. Do you ship internationally?
Currently, we only ship within the United States. We hope to expand internationally in the future. If you are outside the U.S. and interested in our products, reach out; we’ll see if special arrangements are possible.

14. How much should I use and how do I apply your products?
Each product page includes specific usage instructions and recommended amounts. General guidelines:

• Use clean, dry fingers or a spatula

• Start with a small amount; you can layer more if needed

• Massage gently into skin in upward strokes

• Perform a patch test for new products

15. Are your products cruelty-free, vegan, or certified?
We are cruelty-free and never test on animals. Many products are vegan, containing no animal byproducts. Where possible, ingredients are sustainably sourced. Any certifications will be listed on the product label or page.

16. Do you guarantee results?
We create each product to support healthy, radiant skin, but we cannot guarantee specific outcomes. Individual results vary based on skin type, routine, and environment. If you experience adverse reactions or unexpected results, contact us; we’re committed to your satisfaction.

17. Can your products be used with other skincare actives?
Most of our products are gentle and compatible with mild actives. Strong acids or potent retinoids may destabilize certain formulations or irritate skin. Introduce actives gradually and patch test if unsure. Consult a skincare professional if needed.

18. Who can I contact with other questions?
Email us anytime at contact@petal-and-root.com. We’re happy to help and ensure you have the best experience with our handcrafted.

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