FAQs
Skin care concerns
Q What are the effects of topically applied vitamins on my skin?

A

Many vitamins used in our skin care products are included primarily to provide anti-oxidant defence against free radicals.

 

The incidence of these reactive, airborne compounds is growing, and when they attach to your skin they oxidise, causing damage. A simple analogy is a sliced apple. Left unprotected, the flesh of the apple quickly turns brown as it reacts with the air, but lemon juice (a potent anti-oxidant) squeezed over the apple will dramatically slow this process.

 

While providing anti-oxidant protection, some vitamins can also assist in hydrating and softening the skin.

Q Will the plant extracts of Aesop’s products make my skin oily?

A

Scientifically speaking, botanical oils closely resemble human skin in terms of their physical and chemical composition. This means formulations containing these extracts are easily absorbed by the skin.

 

There are three key types of plant extracts we use in our products: freeze-dried extracts, steam and CO2 extracted oils and crushed or total extracted oils.

 

All of the oils obtained by these methods are light and greaseless (and more volatile) when compared to synthetic mineral oils.

Q Will Aesop products aggravate sensitive skin?

A

Skin sensitivities can be unpredictable. If you have experienced a reaction, we recommend you stop using all products for a full week. This will give your skin the chance to recover from whatever was aggravating it.

 

You may wish to test the Aesop products you have on separate patches of skin away from your face. Allow twenty-four hours to assess your skin's response. If you find there is no reaction, repeat the process. Again, allow twenty-four hours for assessment.

 

If neither of these tests results in an adverse reaction, apply a small amount of your product to your face. Use less product than you normally would in the first instance, then slowly increase the amount. If your skin reacts or symptoms persist despite not using any products, we suggest you consult with a dermatologist.

 

If you are a first-time user of Aesop or you are experimenting with new Aesop products, we recommend you visit an Aesop store or an Aesop retailer for a face-to-face consultation. If this is not possible, we advise you to call one of our stores for an over-the-phone consultation. Consultations will assist you to ascertaining which products are best suited to your skin.

Product and ingredient information
Q Are Aesop products safe to use during pregnancy?

A

We understand that many women seek alternatives to botanically rich products during pregnancy; however, to our knowledge there is no risk associated with using any Aesop formulation in the manner we prescribe during pregnancy.

 

Aesop is committed to providing accurate information, however, this information is not intended to replace advice from your qualified medical practitioner.

 

We recommend that you speak with your obstetrician or dermatologist should you have any concerns regarding your particular circumstances.

Q Are Aesop products sulphate-free?

A

Aesop uses Sodium Laureth Sulphate in some formulations, this can be checked on each product's individual ingredients tab. However, Sodium Laureth Sulphate is not to be confused with Sodium Lauryl Sulphate as the former is in our view significantly milder in structure. Sodium Laureth Sulphate is derived from coconut oil which then undergoes a chemical reaction with oxygen to convert this into a mild surfactant, or cleansing agent.


As with all ingredients utilised in Aesop formulations, we have extensively researched the safety, stability and efficacy of Sodium Laureth Sulphate prior to including it in our products. This is standard Aesop procedure for every ingredient being considered for use in one of our formulations. Sodium Laureth Sulphate has been assessed by the Cosmetic Ingredient Review Panel and found safe for use in cosmetic products at levels far greater than we employ.


We utilise Sodium Laureth Sulphate in our body cleansers and shampoos, as our experience has shown that sulphate derivatives still out-perform alternatives in effectively cleansing the skin and hair.

 

Unless you have a known irritation to this ingredient, or a history of reactions to cosmetic ingredients in general, we suggest there is no scientific reason to feel uncomfortable with this ingredient. We do, however, offer formulas that are sulphate-free when we believe sulphates can affect the performance of the product.

All Aesop cleansing products use surfactants which comply with the 'ultimate biodegradability' status of the EU Detergents Directive and therefore are compatible with septic tank waste systems. Our products are also phosphate-free and are therefore suitable for use in water-recycling systems.

 

No Aesop product contains colourants, artificial fragrances, mineral oils, silicones, parabens or pearlising agents.

Q Do Aesop products have an expiry date?

A

The label on your Aesop product displays an icon next to the batch number. This icon informs how many months your product will be at its best.

Q What if I have an adverse reaction to an Aesop product?

A

All cosmetic ingredients have the potential to irritate sensitive skin regardless of the amount present in an individual product or the method in which it is used.

 

Irritations can sometimes occur in the regular course of our daily lives, even where we have used and enjoyed a product successfully for many years. The trigger for a reaction can be an unexpected one and may not necessarily repeat itself in the same way. We ask that you consider any changes to your regular routine that may have triggered the reaction (dietary, contact with possible allergens such as household cleaning liquids etc.).

 

Where one experiences an adverse reaction to any cosmetic preparation, the best course of action is to discontinue use and if necessary, consult your medical practitioner to establish whether you have experienced an irritation or an allergy.

 

In the unlikely event that you experience an adverse reaction to an Aesop product, please discontinue use and return it to the place of purchase. Do not hesitate to contact us with the details of your reaction.

 

Please refer to our Shipping and Shopping policy for further information regarding the conditions of return and exchange.

Q Where can I obtain a full list of product ingredients?

A

Every Aesop product is labelled with a detailed ingredient list. If you have any specific queries pertaining to a particular product, please consult the product’s individual page (you can browse products by concern, category or range).

Q Can I use Aesop hydrating products under makeup?

A

Yes, Aesop creams, serums and oils can be worn under makeup.

 

Some wonder whether the high content of botanical ingredients will interfere with makeup, but it will not. However, you may like to experiment with the time it takes for your preferred Aesop hydrating product to fully absorb into your skin prior to applying your makeup.

Q How should I store my Aesop products?

A

We recommend you keep your products in a cool place away from direct light, or better yet, in the refrigerator. This advice applies for all Aesop products, regardless of whether they are contained in glass, plastic or aluminium.

 

The label on your Aesop product displays an icon, next to the batch number, that tells you how many months your product will be at its best.

 

It is best to use clean hands when dipping into jars, or to use a teaspoon or small spatula to scoop out product for use.

Q Do Aesop products contain parabens?

A

No Aesop product contains parabens.

 

All ingredients used in Aesop products have been extensively researched, tested and assessed for their safety, stability, efficacy and irritation potential. This is standard procedure for every ingredient under consideration for use by Aesop, regardless of type. Any ingredient derived from a petrochemical source is significantly chemically modified from its petrochemical origin, and utilised only in minute quantities as required for their end properties. We avoid the use of ingredients such as petrolatum derived directly from crude oil.

Q Why are some Aesop products housed in glass containers?

A

A great number of our products are packaged in pharmaceutical-grade amber glass, as many formulations contain a high concentration of active botanical extracts, the stability of which cannot be guaranteed if they are housed in plastic.

 

We do make an effort to use recyclable plastic or aluminium containers (Code 1) where we are confident this will not compromise the product.

Q How can I obtain personalised product advice?

A

We recommend you visit an Aesop signature store or an Aesop retailer for a face-to-face consultation.

 

If this is not possible, we advise you to call one of our stores for an over-the-phone consultation. Consultations will assist you to ascertaining which products are best suited to your skin.

 

We have endeavoured to provide a wealth of information about each product on this site.  Each product is accompanied by best-usage guidance, recommendations of complementary formulas as well as specific information about which skin types each product is best suited to.

Aesop practices
Q Are Aesop products tested on animals?

A

Aesop does not test on animals. All new products are tested for safety during our product development process using cumulative irritancy testing on human volunteers.

 

Before our products are released to the public, formulations are also assessed for safety by a qualified external agency, either a chemist or toxicologist. These agencies do not test on animals.

Q Are Aesop products organic or natural?

A

We are often asked if Aesop products are organic or natural.

 

These are words we use with great caution, along with ‘pure’, as they often breed assumptions about organisational practices. As many of our formulations contain laboratory generated ingredients, it would be cynical and deceitful to attach these words to our products: we have never done so.

 

The Aesop product range is not exclusively organic or natural; rather, our products are formulated using a combination of high-quality botanical and synthetic ingredients.

 

It is important to note, however, that none of our products contains colourants, artificial fragrances, mineral oils, silicones, parabens or pearlising agents.

 

While many of our formulas contain ingredients sourced from plants grown organically, they also commonly contain ingredients grown by farmers using non-organic techniques as well as substances developed by Aesop chemists in our Head Office laboratory. Our primary objective is to ensure Aesop products are made from premium quality ingredients.

 

We recognise the benefits that organic and biodynamic farming have for the land and for our health, but we are practical about how realistic it would be for us to use only organic ingredients. Sometimes they are not available, sometimes there is not enough of a particular ingredient, sometimes the air miles required to import it would generate an environmental concern of its own.

 

We caution people to be wary of any company that labels itself organic without explaining exactly what they mean: companies can label their goods organic if they contain only a small percentage of organic ingredients.

 

It is true to say Aesop has, from our beginning, been fascinated with the benefits that botanically based formulas can deliver to the skin and hair as well as the remarkable results that science reaps. We bring together the finest of human ingenuity, scientific discovery and botanical ingredients to create our products.

Q Do Aesop products contain animal by-products?

A

Aesop shaving brushes are made with badger bristles, as we do not feel there is a satisfactory synthetic substitute for this use.

 

No other product in the Aesop range contains animal-derived ingredients (beeswax or honey) at this time and none of our finished products has ever been tested on animals. 

Q Does Aesop use Palm Oil?

A

We appreciate the concerns regarding the use of Palm Oil and Palm Oil-derived substances. Aesop currently uses Sodium Palmate and Sodium Palm Kernelate in our soap slabs and hydrogenated Palm glycerides in our Sage & Zinc Facial Hydrating Cream. These ingredients are derived from Palm Oil, sourced from suppliers who are RSPO (Roundtable on Sustainable Palm Oil) certified. RSPO is an internationally recognised, not-for-profit organisation formed in 2004 to promote the growth and use of sustainable Palm Oil products by creating and monitoring global standards.

 

In addition to supporting RSPO suppliers, we have purchased GreenPalm Certificates to offset the annual usage of any Palm-derived ingredients. This includes all ingredients of mixed origin, for example Cetearyl Alcohol, where the fatty acid chain may be obtained from either Coconut or Palm sources. These certificates give money back to growers who are producing sustainable Palm Oil to reward and encourage their efforts.

 

For more information on this scheme visit www.greenpalm.org. We engage with these groups as part of our larger corporate commitment to act as responsibly, accountably and transparently as we can. Our pursuit of suitable alternatives is ongoing.

 

Online account enquiries
Q What will I receive if I subscribe to the Aesop newsletter?

A

Aesop’s monthly newsletter shares information about places, people, food, writing, design and more that inspires us.


If you sign up to receive the newsletter your details will be used to communicate with you directly and will not be passed on to any other party.


However, please note that by entering our customer database, you are also nominating to receive Aesop event invitations and information about Aesop-partnered initiatives.

 

You can sign up to receive the newsletter at the bottom of each page of our website.

Q Do I need an account with Aesop to place an order?

A

You do not need to create an account to shop online; rather, you can purchase as a guest.

 

However, creating an account will allow you to move more swiftly through the purchasing process: you will be able to save your personal details, store multiple delivery addresses, peruse past orders, update subscription details and receive special Aesop customer event invitations and new product information.

 

Creating an account only takes a few minutes and you can do so by clicking here.

Q How do I reset my password?

A

You can reset your password by selecting  'Forgotten Password' in the log in section.

Q How can I enhance my security when I shop online?

A

Aesop endeavours to ensure the safety of your personal information when visiting our online store, however, there are additional security measures we advise our customers to adopt in order to enhance online security.

 

These include:

- Ensuring your internet browser is up-to-date with the latest version

 

- Choosing unique passwords, keeping them private, and changing them frequently

 

- Investing in a reputable anti-virus software program and ensuring all updates are installed

 

If you are ever concerned that you have been the victim of fraudulent activity, contact your bank immediately to ensure your credit cards are cancelled. 

Professional enquiries
Q How do I apply for a position with Aesop?

A

To apply for an advertised position, please visit our Employment page and follow the prompts.

Q Can I stock Aesop at my place of business?

A

Please visit our Retail & Amenity Enquiry page and download the appropriate form for your business.

 

Due to the high volume of enquiries we receive, please be aware applications can take between three to four weeks to process. We thank you in advance for your patience.

Website and navigation enquiries
Q Why can't I locate my preferred product in the online store?

A

We apologise if the product you are seeking is temporarily unavailable.  

 

It is most likely that we are waiting for a specific ingredient from a supplier; an ingredient, without which, we are unable to complete certain formulations.

 

Please accept our sincere apologies and know that we are working hard to source the necessary components that will allow us to recommence production of the product you are looking for.

Q What security measures are employed on this website?

A

The security of our customers' personal and credit card information is paramount to Aesop and we continue to invest in the development of robust security systems.

 

Our website is encrypted with Secure Sockets Layer (SSL) certificates, which creates a secure transaction area in which to enter your payment information. You can be sure that you have entered a secure area as your browser address will become https://www.aesop.com, and a small padlock symbol will appear in the bottom left of your screen.

 

We also have secure firewall systems and daily scanning in place, to ensure that any attempted intrusions are swiftly identified, and a biannual penetration security scan conducted by our security partners. We regularly engage with industry experts to seek the most up-to-date security advice, and are constantly seeking to improve upon our rigorous processes.

Press enquiries
Q Where should I direct my press enquiries?

A

Please visit the Press Registration page and complete the form. From there, you will be directed to the Press page.

 

Our Press page offers a wealth of useful documents and images; however, if you're unable to source the information you need, please submit a form via the Contact Us page.

Order and shipping enquiries US
Q Can I send an order to another country?

A

To place an order to be delivered to another country, please choose the destination country from the dropdown list at the top of the page.

 

From here, you will be redirected to the Aesop website that services your chosen region, and can proceed to order your items.

 

If you cannot find your preferred destination, unfortunately this means we do not ship to that country. You can locate your nearest Aesop stockist by going to the Stockists section of our website.

Q What are Aesop's shipping rates?

A

Aesop will only ship to one address per order.

 

1.  Where the order is to be delivered via ground shipping to an address within the 48 contiguous states of the United States of America:

a. Shipping is complimentary for orders of USD100 (before taxes) or greater

b. A shipping fee of USD7.50 applies for orders less than USD100 (before taxes).

 

2.  Where the order is to be delivered via Express Shipping to an address within the 48 contiguous states of the United States of America:

a. Shipping fee of USD5 applies where the order subtotal is USD100 or greater

b. USD12 where the order  subtotal is less than USD100.

 

3. Where the order is to be delivered via next day air freight to an address within the 48 contiguous states of the United States of America:

a. Shipping fee of USD15 applies where the order subtotal is USD100 or greater

b. USD20 where the order  subtotal is less than USD100.

 

4. Where the order is to be delivered via ground shipping to a Canadian address:

a. A flat rate of USD25 applies, for all reasonable purchase quantities.

Q Will I need to sign for the delivery of my product?

A

You may be required to sign for deliveries.

Q When can I expect to receive my order?

A

Where the order is to be delivered to a United States address via ground shipping, Aesop will use reasonable endeavours to deliver the order within four working days (Monday–Friday, excluding official public holidays) from the date the order was submitted by you for East Coast addresses, and within six working days (Monday–Friday, excluding official public holidays) for West Coast addresses.


Aesop cannot deliver to PO Boxes or APO addresses.


2. Where the order is to be delivered to a United States address via next day air freight, Aesop will use reasonable endeavours to deliver the order within one working day (Monday–Friday, excluding official public holidays) from the date the order was submitted by you.


3. Where the order is to be delivered to a Canadian address via ground shipping, Aesop will use reasonable endeavours to deliver the order within 10-12 working days from the date the order was submitted by you.

Q Is there a limit on the amount of items I can order?

A

You are welcome to purchase up to five items of the same product per order.


If you wish to place a large order, please contact us via the Corporate Gifts page. 

Q Can I exchange an item purchased online at an Aesop store?

A

Only items purchased on the Aesop website can be returned to aesop.com for refund or exchange. Items purchased in a department store, specialty retailer or elsewhere must be returned to their original point of purchase.

 

Original proof of purchase must be provided and products must be returned within 14 days of receipt for Aesop to process any refund or exchange. Please telephone (toll-free) 1 877 60 AESOP, or submit an order enquiry form so we may ascertain the details of your order.

 

 If you make an error when ordering online, Aesop will gladly exchange your item for the item you intended to purchase. The returned item must be unopened and in its original saleable condition. You are responsible for the shipping and additional postage charges.

 

All items must be returned to:

 

Aesop
35 West 36th Street
Suite 9E
New York, NY 10018

 

The customer is responsible for the shipping costs incurred when sending the items back to Aesop. In the United States, the shipping charge of USD7.50 will be payable if the subsequent refund reduces the original order amount to below the free shipping threshold of USD100.

Q What should I do if my order has been damaged in transit?

A

If an item is damaged while being shipped to you by us, Aesop will provide you with a full refund or exchange. Return postage will be reimbursed in case of damaged, defective or incorrectly sent items and a reimbursement will be issued in the original form of payment.

 

In all cases, original proof of purchase must be provided and products must be returned within 14 days of receipt for Aesop to process any refund or exchange. Please telephone (toll-free) 1 877 60 AESOP, or submit an order enquiry form so we may ascertain the details of your order.

 

Please retain your postal receipt from the shipping carrier until you are certain your parcel has been safely received by Aesop. We may need to see this if we fail to receive your package.

 

We will do our best to process returns within 5-10 business days of receipt and a reimbursement will be issued in the original form of payment.

Q Can my order be gift-wrapped?

A

Aesop is pleased to offer complimentary gift-wrapping for your online order. During the check-out process, when asked if you would like to include a gift message, please also indicate if you would like your order gift-wrapped.

 

You are able to nominate a shipping address that differs from your billing address during the check-out process.

Q Can I use a gift voucher online?

A

Aesop offers online vouchers, which can only be used in the online store. Vouchers will not be accepted within our signature stores, counters or stockists.

Q With my details, can Aesop Online purchase on my behalf?

A

It is never safe to send your credit card information via email; rather, we encourage customers to call Aesop Online should they wish to purchase over the phone.

Telephone (toll-free): 1 877 60 AESOP

Aesop and nanotechnology
Q What are nanomaterials?

A

Nanotechnology is the science of materials measured in nanometres – one nanometre being one billionth of a metre.

 

The word ‘nanomaterial’ is an umbrella term for objects of different shapes and sizes with one or more dimensions (length, width or height) or surface structures on the nano-scale, which ranges between 1 and 100 nanometres.

 

The term covers not only nanoparticles but also aggregates and agglomerates (clumps) of nanoparticles that have at least one dimension in the range of 1 to 100nm.

Q Why are nanomaterials used in skin care?

A

Nanomaterials are often utilised in sun-protection formulations as a means of increasing product efficacy. They can provide greater UV filter efficiency by improving dispersion of inorganic filters, and enhance the texture and feel of sunscreens. 

Q Can you expand on the issue of safety?

A

Research is ongoing into the safety of nanomaterials in many different applications, including topical/cosmetic use. The two key areas under investigation are the safety of nanoparticles in terms of skin penetration, and the safety of nanomaterials in terms of altered chemical properties.

 

It is important to note that Zinc Oxide in both nanomaterial and standard form has been independently assessed, and that it is considered safe by regulatory agencies in the USA, Australia and Europe.

Within Australia, the regulatory body responsible for products with SPF values in excess of 15 – the  Therapeutic Goods Administration – has conducted significant research into the effect of nanoparticles on human and environmental safety. It has determined that there is no evidence to suggest that sun-protection products which incorporate nanotechnologies pose any greater risk than conventional products.

 

Should you like to read more about the use of nanotechnology in skin care and cosmetics, we warmly encourage you to visit: https://www.cosmeticseurope.eu/safety-and-science-cosmetics-europe/products-and-ingredients/nanotechnology.html 

 

Q Has Aesop considered alternatives to Zinc Oxide, or use of a non-nano form?

A

Reformulation is challenging for any product, and particularly difficult when it comes to a sunscreen. Even changing the source of a raw material in a cosmetic formulation can alter the finished product’s stability, aroma or appearance.

 

Under the European definition, many alternative forms of Zinc Oxide are also classified as nanomaterials. To reformulate our products using those that aren’t would result in a potentially unstable product – and one significantly heavier, whiter and less easily absorbed than our current formulation.