Questions and Answers On All Things Bèlla
As part of our ongoing commitment to provide customers with exceptional service, we’re here to answer all of your questions. Check out our frequently asked questions, and see if the answer you’re looking for is there. If you feel that you need further information, get in touch with us and one of our representatives will gladly assist you.
ARE YOUR PRODUCTS REALLY HANDMADE?
Yes! All our products are hand-crafted in micro-batches in at our artisan skin lab in Salt Lab City, Utah by a Licensed Master Aesthetician.
ARE YOUR PRODUCTS ORGANIC?
We use USDA certified organic ingredients whenever possible, denoted by an asterisk (*) on our labels and website. Because many of our ingredients are sourced from small farms, even ingredients not listed as organic can still be organic, but not have the expensive certification required to obtain that USDA-certified organic status. We use safe, high-quality ingredients and consider many factors when choosing them, such as being farmed sustainably, free of harmful preservative, and without potential contamination in the supply chain. In some cases, these factors outweigh organic certifications in order to guarantee ingredients safety for both human and environmental health.
Our products themselves are not certified organic. But, one day, we would love to become a certified organic company.
HOW LONG DOES YOUR PRODUCTS LAST?
Our products have a shelf life of up to 6 -12 months. Depending on the product. Each product has a shelf life symbol on the label to let you know how long it will last from the time is opened.
DO YOUR PRODUCTS CONTAIN ALCOHOL?
It's important to discern the two types of alcohol: 'bad' alcohol (such as alcohol denat, isopropyl and ethanol) and 'good' alcohol (fatty alcohol cetyl and cetearyl.) The alcohol used in our products are organic and used in small amounts as an emulsifier, stabilizer, and preservatives.
ARE YOUR PRODUCTS NUT FREE?
All our formulations are peanut-free. Nevertheless, we cannot guarantee that any of our products or ingredients were processed in a peanut or nut free facility. Research has shown that most individuals with a tree or ground nut allergies can often tolerate shea butter and coconut oils, as these are not part of the tree and ground-nut family. For individuals with any severe nut allergies, we strongly advise that you consult your doctor or allergist and conduct a patch test before using any new product.
WHERE DO YOU SOURCE YOUR INGREDIENTS AND MATERIALS FROM?
100% sustainable, our ingredients are sourced from farms and factories within the United States and some over seas.
IS IT NORMAL TO BREAKOUT WHEN STARTING THE PRODUCTS?
Yes, sometimes you can. Anything that is introduced "new" to your skin such as the potency of natural ingredients or an increase in exfoliation has the potential to bring out exisiting congestion to the surface. This does not last long.
HOW CAN I FIGURE OUT WHICH PRODUCTS ARE RIGHT FOR ME?
We are always here to help via chat on our social media platforms! Additionally, you can connect with us by email at email@example.com or submitting a message on our website under "Get in Touch". A member of our team will respond back between 9:00am-5:00pm Monday-Friday (MST)
WHY ARE YOUR CLAY MASK POWDER?
Our Skinsthetics by BLB include our Bèlla Signature pre-mixed & customizable clay masks are in powder formula are meant to put control back in your hands - unlike most mask, with powdered face mask you are in control of what gets applied on your skin. Plus, your skin can change almost every single day, so you should treat it differently every day according to how it's doing. With a powder mask, you can change the additives according to that day.
Powder mask may feel like a bit of added effort, but it's worth it! "We prefer to make our masks in dry powdered form for a few reasons," says Creator and Founder, Lidia
"First, upon activating your mask, you're unleashing all the benefits the ingredients have to offer each time you use it. This safeguards the potency of each ingredient and ensures they won't degrade over time. Second, dry masks don't need an added preservative, which means each ingredient has a purpose and benefit to your skin. Lastly, our masks are easily customizable by simply changing up what you choose to activate them with - for our pre-mixed clay masks or from our customizable line - you can, for example add water, yogurt, honey, aloe vera juice or our Bèlla Oil blends and Bèlla Floral Hydrosols add a beautiful skin benefits as well - allowing the product to address multiple skin care conditions and skin types."
HOW SHOULD I STORE MY PRODUCTS?
To maximize the shelf life of your products, store them in a cool, dry place away from direct sunlight, heat, humidity, and excess moisture.
CAN I CANCEL OR MODIFY MY ORDER AFTER I PLACED IT?
Orders cannot be cancelled or modified after they've been placed. Please contact us via email at firstname.lastname@example.org to assistance with the return or modify process.
THE PRODUCT I WANT IS OUT OF STOCK. WHEN WILL IT BE RESTOCKED?
It varies for each product depending on the reason it is out of stock. You may submit a message on our site under "Get in Touch" or contact us via email at email@example.com with the product you're looking for and someone will let you know when the product is expected to be back in stock.
WHAT ARE YOUR CUSTOMER SERVICE HOURS?
Our Lab hours are Monday - Friday 9am - 5pm, MST. All questions are responded within 24 hours during the week and between 24-48 hours on weekends.
I HAVE NOT RECEIVED MY ORDER EVEN THOUGH THE TRACKING SAYS SHIPPED. WHAT DO I DO NOW?
Once the item has been shipped, it is no longer in our hands. You will need to contact USPS with the tracking number provided to gain more information. If signature confirmation shows that it was signed for, you will need to contact USPS.
DO OUR PRODUCTS CONTAIN PRESERVATIVES?
Yes. If there is one drop of water in a natural product-even in the form of aloe vera juice-a preservative of some type is almost always needed to maintain freshness and guarantee the shelf life of the formulation. Any natural product that is not a powder, solid soap or strictly oil-based requires a preservative-even if it is not listed on the label. Otherwise, you surely end up with bacteria, fungus, mold, and other microbes in your product! Products that are not properly preserved can become a serious health risk.
Preservatives don't have to be toxic though! Our preservative system utilizes either natural plant-based essential oil blends, Potassium Sorbate or naturally based systems. We are very proud of our preservative system choices and feel that these are the safest natural options possible, without which, our products would have a shelf life of 2-3 days without refrigeration. All our preservatives are non-toxic, and many of them benefit the skin. We are always happy to discuss the safety of any of our ingredients. Please complete our "Get in Touch" form or email us at firstname.lastname@example.org
IS IT NORMAL FOR YOUR PRODUCT COLORS TO VARY FROM BOTTLE TO BOTTLE?
Yes. Because we try not use artificial colors in our products and our natural botanicals get harvested during different seasons. Some oils/creams may differ from lighter to darker shades.
DOES BÈLLA LAB BOTANICALS OFFER SPF?
No, not at this time. We are working with a lab to perfect a SPF formula that fits our standards. Sun protection is so important to achieving and maintaining healthy skin. While we don't offer an SPF product at this time, our team is happy to offer recommendations.
DO YOU TEST ON ANIMALS?
No Way!! We do not test on animals. We are 100% cruelty free.
HOW SOON CAN I EXPECT MY ORDER?
Each order is handcrafted with you in mind. After an order is placed, please allow up 4-7 days for your order to ship. During this time your order will be crafted, bottled, labeled, and packaged for shipping. If the order is for a Salt Lake City, Utah local, you can expect your order to be hand delivered in 3 days times.
DO YOU SHIP OUTSIDE OF THE UNITED STATES?
No. We currently only ship within the USA.
WILL THE BOTANICALS OR ESSENTIAL OILS USED IN OUR PRODUCTS MAKE YOUR SKIN OILY?
No, botanicals and essential oils will work to restore your skin's natural moisture balance. They should not clog your pores or cause breakouts.
If you have a specific medical concern, consult your doctor.
CAN I INGEST YOUR PRODUCTS?
Although many ingredients we use are of food grade quality, we have formulated our products to be used as a topical skincare products. We do NOT recommend ingesting them in any way.
HOW CAN I GET SAMPLES?
We currently don't offer samples or smaller sizes. If you have any questions regarding ingredients used please contact us directly at email@example.com
CAN I USE YOUR PRODUCTS WHILE I'M PREGNANT?
We only use natural, non-toxic ingredients, and diligently research their safety. However, as with any product, if you are pregnant or nursing check with your doctor first before using if you have any concerns.
DO YOU HAVE A RECYCLING PROGRAM?
We do not have a bottle recycling program. We thoroughly researched it and found that the amount of water used to properly clean and sanitize the bottles combined with the need for additional shipping actually leaves a larger carbon footprint than having our customers put the bottles into the recycling bins themselves.
CAN I RETURN MY ORDER?
Due to hygiene and safety standards, we are unable to offer refunds or returns on opened products. Please contact us if you have any problems with your order.
CAN CUSTOM PRODUCTS/ORDERS BE CANCELLED OR RETURNED
Each customized face mask skincare product is made specifically to your specifications and as a result, your orders can't be modified, cancelled or returned.
On the order review page, you will have a chance to review your custom choices and make changes before you purchase. This is very important because a customized product cannot be returned and your purchase is non-refundable. PLEASE MAKE SURE ALL INFORMATION IS CORRECT before you proceed to purchase.
If you want to make a correction or just change things up, you can do so before you check out. While in the order review page, just click any edit button and you'll be taken back to the customize and personalize screens to make your desired changes. Once you are satisfied, remember to review your changes carefully on the REVIEW screen since they CAN NOT be returned. Please contact customer service at firstname.lastname@example.org for information regarding any questions or suggestions.