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Frequently Asked Questions

At Poppy Austin, we believe luxury is not that which is found on a price tag or brand name label, but instead lay within the small details that might go unnoticed.

It’s the little things we strive to excel at that will make your transformative beauty experience that much more enjoyable.

Without question, your loyal service is important to us and we are always eager to assist you in any way possible. Below is a list of commonly asked customer questions and please do contact us if you have a inquiry that is not addressed on this page. We look forward guiding you along your Poppy Austin journey.


General questions

Product questions (general)

Product questions (argan oil)

Product questions (vitamin c serum)

Product questions (rose water)


How do I order your products?

To purchase an authentic Poppy Austin® product, we strongly recommend ordering direct from this website.

Simply browse our collection online, add the chosen products to your cart and checkout securely using the preferred payment method. We accept all major credit and debit cards including Visa, MasterCard, JCB and of course, Paypal.


How do I check to see if my order has been placed?

You will receive a confirmation message from orders@poppyaustin.com as soon as your order has been processed.


Can I change / cancel my order?

Yes, of course. Simply contact the team or reply to your original order confirmation message explaining your request.

If your items have already been dispatched, you will still be charged for your order, but this will be refunded in full as soon as the products are returned to Poppy Austin. Details of our returns process can be found on the order sheet inside your package. You can also view our return and exchange policies here.


How do I use a discount code?

Discount codes are factored into your payment before you place the order. When you are reviewing your cart, add your discount code into the box labeled 'Have a discount code? Click here to enter it'. The savings should show up immediately.


What is your returns policy?

We accept unopened (sealed) products within 30 days of the invoice. You must have a valid reason for returning opened products. Please check our return and exchange policies for further information.


Do you accept international orders?

We currently have Poppy Austin warehouses in the United States and United Kingdom. Orders from customers located in these countries are processed immediately, with an average delivery time of just two days.

We can also fulfil to customers based in Canada and Australia. Please see our shipping page for further information.

Orders from other countries and destinations outside of our core fulfilment regions (USA, UK, Canada and Australia) can be placed from our stores on Amazon.com (USA), Amazon.co.uk (UK), Amazon.de (Germany), Amazon.it (Italy), Amazon.fr (France), and Amazon.es (Spain).

Click here for our webstore on Amazon.com.

Click here for our webstore on Amazon.co.uk.

Click here for our webstore on Amazon.de.

Click here for our webstore on Amazon.it.

Click here for our webstore on Amazon.fr.

Click here for our webstore on Amazon.es.

Customer orders can be placed from international locations if the buyer is in a supported country (see the list below). International Standard Shipping is the only ship option available for orders fulfilled by Amazon.com, Amazon.co.uk and Amazon.de.

Primary supported countries: average two-day shipping:

United States, United Kingdom, Canada, South Africa, Germany, France, Italy, Australia.

Additional supported countries:

Argentina, Brazil, Costa Rica, Mexico, South Africa, Alaska, Hawaii.

US Protectorates – Puerto Rico, U.S. Virgin Islands, U.S. Minor Outlying Islands, Guam, American Samoa and Northern Mariana Islands.

Europe – Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Faroe Islands, Finland, France, Greece, Greenland, Guernsey, Hungary, Iceland, Ireland, Isle of Man, Italy, Jersey, Latvia, Liechtenstein, Lithuania, Luxembourg, Netherlands, Norway, Poland, Portugal, Russia, San Marino, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey, United Kingdom (England, Northern Ireland, Scotland, and Wales).

Asia – China, Hong Kong, India, Israel, Japan, French Polynesia, Marshall Islands, Micronesia, New Caledonia, New Zealand, Palau, Singapore, South Korea.


Will Amazon.com ship to Canada?

Yes. Amazon.com have recently changed their shipping policies for Amazon-fulfilled orders to customers located in Canada. Please select the International Standard Shipping option and checkout in the normal way. All Poppy Austin orders processed through Amazon.com are managed by our partners at PRIME Originals.

Click here for the PRIME Originals webstore on Amazon.com.


Can I return discounted items?

If you purchased a discounted item and would like to return the unopened (sealed) product, we will gladly refund your money within the 30 day time limit. If you would like to exchange your product for something of higher value then you will need to pay the difference. We are sorry that we are unable to provide the discount on current items or items that are no longer in the sale stock.


Do you have a telephone number I can call?

We don't currently operate a telephone support service at this time.

Our products are sold in more than 100 countries across the world and we receive enquiries in multiple languages. By offering 24 hour email support, we are better able to service each an every customer, no matter where they are based.


Are your products available through retailers?

All our products are exclusively available on our website and Amazon.com only. We have made a deliberate decision not to sell through retailers. This enables us to maintain full control of the supply chain and also guarantee the quality and consistency of the end product delivered to each and every customer.


Are all your products safe to use during pregnancy/breastfeeding?

Yes, all of our products are safe to use during pregnancy as they are organically certified and contain no chemicals. Argan oil is a particularly popular product with expectant mothers. It is naturally free of parabens, sulfates, synthetic fragrances or dyes, petrochemicals, phthalates, GMOs and triclosan.


Are your products tested on animals?

Absolutely not. We are animal advocates, and in no way support animal testing of any kind.


What is the number that is stamped on my bottle?

This is the batch number. We use it to track each and every Poppy Austin product that goes to market. Since our cosmetics are produced in limited quantities, the batch number enables us precisely measure customer feedback and attribute each review all the way back to the original harvest.

Some customers mistakenly assume that the batch number is the expiry date. Your bottle has a useful life of 24 months after the purchase.


Do your products contain parabens or pabas?

Our focus is on providing natural and organic products, without the use of harsh chemicals. The entire Poppy Austin range is free from parabens, sulfates, synthetic fragrances or dyes, petrochemicals, phthalates, GMOs, or triclosan.


Do your products require refrigeration?

None of our products require refrigeration. We do however recommend storing bottles in a cool, dark place – away from direct sunlight.


Will the products be affected by extreme temperatures?

Our vitamin c serum can withstand freezing. Any changes to its colour or consistency is due to the sub-zero temperatures. If freezing occurs, simply allow the bottle to thaw naturally (don’t heat it up) and it will work in exactly the same way, producing the results you are hoping for.


Is your argan oil cold pressed?

Yes it is. Each batch of our 100% pure, organic argan oil is made by hand using ancient, cold pressing extraction techniques.


Is your argan oil perfumed?

No. We do not add (or take away) anything from the raw, natural ingredient used during production. 100% pure argan oil does have a mild nutty fragrance. The smell fades within a few seconds as the oil quickly absorbs into your hair or skin.


What is argan oil?

Argan oil has been used for over 3,000 years in Morocco to fight against premature aging and other health issues. It contains naturally high levels of polyphenols, Vitamin E (tocopherols), fatty acids and antioxidants.

The cosmetic grade of argan oil is proven to have natural anti-aging and skin rejuvenating properties. It is also extremely effective at hydrating and strengthening tired and over-processed hair.


What are the main chemical components of your argan oil?

Our argan oil is 100% pure, organic, unrefined and cold pressed. Harvested and made in Morocco with the batch number stamped on each and every bottle. It is rich in anti-aging Vitamin E and free from parabens, preservatives, fragrances, additives and colorants.


What are the benefits of argan oil?

Argan oil’s high levels of tocopherols (Vitamin E) and antioxidants directly tackle harmful free­ radicals that will age your skin over time. It protects the protein collagen, which is responsible for keeping your skin and joints in shape and can prevent and reduce skin inflammation.

Argan oil can smooth and reduce the appearance of stretch marks, help with mild acne, and promote healthy skin turnover. Its moisturizing properties can heal severely dried and cracked skin and will leave your skin looking more hydrated, radiant and plump.

It is never too late to start incorporating argan oil into your daily routine. With its healing and rejuvenating properties, argan oil can help you turn back time and, ultimately, improve the overall health of your skin, hair, and nails.


Does argan oil have UV protection?

Pure argan oil does contain naturally high levels of Polyphenols, offering a certain degree of UV protection. With that being said, we do recommend applying an appropriate sun cream to your face in addition to pure argan oil. This is due to intensity of the sun’s ray, particularly in certain exposed areas of the US.


Can you use argan oil with rosehip oil?

Yes, absolutely you can use rosehip oil with argan oil. We know some customers have combined pomegranate, rosehip and argan oil to great effect.

In terms of usage, go sparingly at first. No more than a few drops of each, particularly if you plan on applying the oil to your face. You can then test and refine the application once you know what works best for your particular skin tone and hair type.


My argan oil has a nutty fragrance, is this normal?

Please rest assured that 100% pure (unrefined) argan oil does have a mild nutty aroma. This is completely normal and once applied to your skin or hair, it absorbs quickly without any lingering odor.

Unlike most argan producers, we have specifically chosen not to add perfumes or fragrances to our oil nor is it deodorized in any way since this significantly reduces the healing and hydrating properties of the product.


Do you have unscented argan oil?

Deodorizing (i.e removing the natural smell) of argan oil can compromise the effectiveness of the oil. For this reason, we have chosen not to deodorize our products.


Where can I see the production date of my product?

The number stamped on the side of your bottle is the batch number. This is often mistaken as the production or expiry date. For the avoidance of any doubt, your argan oil has a useful life of 30 months after the purchase date. If you require more information, simply contact the team and include the batch number of your product.


Does argan oil have an expiration date?

For best results, we recommend using your bottle within 30 months of purchase.


Will argan oil clog my pores and cause breakouts?

Despite being an ‘oil’, 100% pure argan oil is extremely lightweight and quick to absorb, without leaving a greasy residue. It contains a number of anti-inflammatory, anti-microbial, and skin revitalizing properties that can help fight acne breakouts, heal blemishes and pigmentation issues.


Does argan oil remove stretch marks and scars?

100% pure organic argan oil is rich in anti-aging Vitamin E, and is famed for it’s natural healing and restorative properties. Argan oil can be used to soften and hydrate everything from your hair, face, skin and nails, as well as tackle problem areas such as psoriasis, eczema, and stretch marks.


What are the ingredients of your vitamin c serum?

Our vitamin c serum is made with 98% naturally derived and 72% organic ingredients at our state of the art, FDA certified facility here in the US.

The full list of ingredients is included on the product label, as follows:

Organic Herbal Infusion, Organic Aloe Barbadensis Leaf (Aloe), Sodium Ascorbyl Phosphate (Vitamin C), ethylsulfonylmethane (MSM), Cassia Angustifolia Seed Polysaccharide (botanical hyaluronic acid), Hamamelis Virginiana (Witch Hazel), Carbomer, (2s)-2-Amino-5-guanidinopentanoic Acid, Kosher Vegetable Glycerin, Organic Simmondsia Chinensis (Jojoba Oil) Phenoxyethanol, Ethyl Hexyl Glycerin.


What is the % concentration of vitamin c and hyaluronic acid?

Our vitamin c serum has a concentration of 5% hyaluronic acid and 20% vitamin c.


Is your vitamin c serum 100% natural?

Our vitamin c serum is made with 98% naturally derived and 72% organic ingredients.


What does vitamin c serum do?

hen applied topically, vitamin c serum helps in the metabolism and production of collagen. This is a key attribute of healthy, radiant, younger looking skin. It also fights fine lines, wrinkles, and ensures evenness in your skin’s tone and texture, as well as protecting your skin from damaging free radicals.


Will it really remove the wrinkles and the fine lines?

Thousands of women (and men) have already reported visible improvements in the appearance of wrinkles and fine lines on their face. The antioxidant properties in vitamin c serum can also improve skin damage caused by the sun, as well as helping your skin’s rate of exfoliation for a brighter, smoother complexion.


Are there any side effects using this vitamin c serum?

Although rare, you may experience a mild stinging sensation when using vitamin c serum for the first time. This is completely normal and will usually subside after a few moments. As with all cosmetics products, if you are worried please perform a small test patch on your forearm before applying the serum to your face.


How do I apply vitamin c serum to my face?

For best results, we recommend the following application of our vitamin c serum:

1. Cleanse skin with a lightweight, ph-balancer cleanser (not soap).
2. Tone skin (with Poppy Austin pure rose water or an equivalent facial toner), and allow to dry.
3. Apply a thin layer of vitamin c serum to your fingertips (start with only 5 to 7 drops).
4. Gently pat and massage onto your face, neck and decollete as desired.
5. Follow with a high quality moisturizer such as barbary fig seed oil or rosehip oil.
6. Add a broad spectrum SPF 30 + sunscreen in the morning only.


How much vitamin c serum should I use?

Please use our vitamin c serum sparingly, particularly if you have not used the product before. A good estimate would be starting with only 5 to 7 drops.


How many times should I apply vitamin c serum?

We recommend applying vitamin c serum to your face once a day.


When is it better to apply vitamin c serum – morning or night?

This depends on your lifestyle and individual cleansing routine. Most women however apply vitamin c serum before bedtime. This allows the skin time to repair itself while you sleep.


Do I need to exfoliate before using vitamin c serum?

Exfoliation is essential if you want to experience the best results from using your cosmetic products. This will remove any dead skin cells that can form a barrier, keeping the serum from penetrating deep into the layers of your skin.


How often should I exfoliate?

Depending on your age you should be exfoliating 3-5 times a week (younger skin being 3, mature skin 4-5 times a week.


How quickly will I see results?

After 2-3 weeks of consistent use, our vitamin c serum should begin to provide a better texture, tone, and glow to your face, with a more moisturized and plump feeling to the skin. Natural skin care products such as ours can take at least a month to start showing results, and if the skin is more mature then it may take longer.

Over time, our vitamin c serum will stimulate collagen, yet age and skin conditions will again play a factor as to how quickly you will see improvement. Your skin did not become damaged and aged over night, you therefore will need to be patient and continue to apply your anti-aging cosmetics as directed.


Why is vitamin c in serum form not in cream form? Is there any difference?

Serums are molecularly structured to penetrate deep into the pores and layers of the skin, which is why they’ve become such an important part of the skincare regime.


Can I use vitamin c serum around my eyes?

Yes, you can use our serum around your eyes. It very nourishing and effective for dark circles and the delicate skin underneath your eyes.


Can I make my own serum at home?

Anti-aging serums and cosmetic products in general are only as effective as the ingredients listed on the bottle and, more importantly, the method and process by which they were manufactured.

If attempting to make your own serum at home, you must be extremely careful when calculating mixtures and adding the ingredients. Too much or too little of a certain ingredient can actually cause more harm to your skin than good.

Vitamin c serum is molecularly designed to penetrate deep into the dermis of your skin, beyond the epidermis (the first few layers). With the best intentions, a homemade mixture will often just sit on the surface of the skin, and do very little to help moisturize or combat the signs of aging.


Why do you use sodium acorbyl phospate?

Sodium ascorbyl phosphate is proven to be more stable, and have a higher bioavailability than l ascorbic acid. Our vitamin c serum contains a 20% concentration of vitamin C. We tested multiple ingredients in this serum (including argan oil) and the current mix provides the optimal anti-aging results.


Why do you use phenoxyethanol, as some sites show it as having health risks?

Phenoxyethanol is one of the smallest components in our serum (it is the next to last ingredient) and we use it strictly as a minor preservative.

Please keep in mind that the serum is to be used sparingly on fine lines and wrinkles and can be used in conjunction with our rose water toner, pure argan oil, rosehip oil or barbary fig seed oil for the moisturizing properties you seek.


What is MSM? Is it a chemical?

MSM is ethylsulfonylmethane, a naturally occurring sulfur found in plants and is present in small amounts in many foods and beverages. It is a nutrient that is found in well know super foods and is anti-inflammatory. In addition to making the skin smoother and more hydrated, it also helps skin cells retain their pliability and flexibility.


What is normal color of the serum?

The normal color for any serum containing 20% sodium ascorbyl phosphate (vitamin c) will range from slightly cloudy to opaque. The color can vary from batch to batch as we bottle the natural and organic ingredients in very small quantities to ensure you get the freshest product possible. The type of vitamin c we use oxidizes at a much slower rate than l-ascorbic acid and other types of c.


What is the shelf life or expiration date of your vitamin c serum?

Since our vitamin c serum has an advanced formulation that uses sodium ascorbyl phosphate vitamin C (SAP), which is a much more stable form of vitamin c than l-ascorbic acid, we are able to provide a guaranteed 2-year shelf life without adding any harsh preservatives.

Our lab formulates fresh batches of our vitamin c serum every week. On average our bottles sit on the shelf for less than 7 days before being purchased and shipped. For this reason we offer a simple expiration time of two years from date of purchase and one year from opening.


What is rose water?

Rose water is a term derived from its two core ingredients; rose and water. When rose petals are steam distilled, the watery substance that remains behind is rose water. At Poppy Austin, we use triple purified organic rose water, made by hand using only the very finest and sustainably sourced rose petals.


What are the benefits of rose water?

Rose water helps to maintain your skin’s pH balance. It hydrates, tones, revitalizes, moisturizes, and smoothes out the skin. It’s natural anti-bacterial and anti-inflammatory properties are perfect for use on stretch marks, acne, dermatitis and eczema. When used as a revitalizing mist, Rose water can also help to lighten your mood and ease stress and anxiety.


How do I use rose water?

After cleansing, you can gently apply rose water to your face and neck using a cotton pad. For best results, follow with vitamin c serum and a high quality natural moisturizer such as barbary fig seed oil, rosehip oil or argan oil.


What is the difference between rose water and witch hazel?

When applied topically, both rose water and witch hazel are extremely effective skin toners. Witch hazel is derived from the hamamelis virginiana plant and is rich in astringent properties that help to tighten and constrict the blood vessels in your face. Whilst witch hazel is primarily used to balance skin tone, we prefer the healing, restorative, and multi-purpose properties of organic Rose Water.


Do I need to chill rose water in the refrigerator?

Rose water is entirely stable at room temperature, although we do recommend keeping it away from direct sunlight. Some customers prefer to apply chilled rose water to their face as this can enhance the revitalising effect.


Does rose water work on oily skin?

Rose water is particularly effective at toning oily skin. It remove excess grease without causing unnecessary dryness. Rose water restores balance to your skin, directly tackles stubborn acne and reduces the surface oiliness of the face. When used regularity as a facial toner, rose water will help to clear up pimples, blemishes and other pigmentation issues.


Is rose water compatible on all skin types?

Yes, absolutely. Rose water helps to soothe and cool sensitive and irritated skin as well as balance and cleanse oily skin. It can rejuvenate, soften and tone prematurely aging skin, revitalize and add instant glow to normal and combination skin types.


Can rose water be used to reduce eye puffiness?

Rose water is one of the best all-natural treatments for tired, puffy eyes due to anti-inflammatory qualities. Using a soft cotton pad, gently pat the rose water around your eyes before bedtime. If you wish, you may chill the rose water in the refrigerator for 30 minutes before use.


How does rose water help in preventing skin aging?

Regular use of rose water can help to reduce the appearance of fine lines and hyper-pigmentation, tighten pores and add a youthful glow to the skin.



Sarah Smith
Founder

Photo Credits - (Header) CC: 'DITA DAMAYANTI LOOKBOOK FOR ESMOD GRADUATION' by Ejja Pahlevi
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