COMMON QUERIES
THE APOTHECARY ARCHIVES
Frequently Asked Questions
⚗️ The Philosophy & Formulas
Q: What makes Alchème different from other "clean" brands?
A: Most skincare on the market is 70-90% water (often listed as Aqua). We believe you shouldn't pay for what comes out of your tap.
Alchème formulas are waterless, meaning we replace that empty filler with organic Aloe Vera Juice and active botanicals. Every ingredient in the bottle is there to feed your skin, not just fill the jar.
Q: Why do you call them "Living Formulas"?
A: Because they are fresh. We do not use harsh synthetic preservatives (like parabens) that allow products to sit on a warehouse shelf for 3 years. We use gentle, bio-fermented preservation systems (like Radish Root Ferment). This means our products are potent, active, and behave more like fresh food for your skin than industrial chemicals.
Q: Are your products vegan and cruelty-free?
A: Absolutely. We never test on animals, and we do not use animal by-products (no beeswax, no lanolin). We test our rituals on ourselves and willing friends here in Jonesborough.
🌿 Usage & Rituals
Q: How much of the Moonlight Face Cream should I use?
A: Much less than you think! Because there are no water fillers, our cream is highly concentrated. A pea-sized amount is all you need for your entire face and neck.
Pro Tip: Warm it between your fingers for 3 seconds before applying. This melts the Kokum and Shea butters, turning the cream into a silky glaze that absorbs instantly.
Q: My cleanser doesn’t foam like my old one. Is it working?
A: Yes, and your moisture barrier will thank you.
Traditional cleansers use sulfates (like SLS) to create big bubbles, but they also strip your natural oils, leaving you "squeaky" and dry. The Mosswater Jelly Cleanser uses Decyl Glucoside (from sugar and coconut) and Konjac Root. It creates a creamy, low-lather milk that dissolves dirt while leaving your skin’s pH intact.
Q: Can I use these products if I have oily or acne-prone skin?
A: Yes. We specifically chose oils like Jojoba and Grapeseed because they are high in Linoleic Acid and non-comedogenic (won't clog pores). Jojoba Oil mimics your skin's natural sebum, actually signaling your skin to stop overproducing oil. It balances the oily, hydrates the dry, and calms the inflamed.
❄️ Storage & Shelf Life
Q: Do I really need to put my skincare in the fridge?
A: It is not required, but we highly recommend it!
Keeping your Moonlight Face Cream and Mosswater Cleanser in the refrigerator does two things:
- Preserves Potency: It keeps the botanical oils and Vitamin C fresh for longer.
- De-Puffing: Cold skincare constricts blood vessels, helping to reduce morning puffiness and redness instantly.
Q: What is the shelf life of your products?
A: Since we use natural ingredients, our products are best used within 3 to 6 months of opening. If you keep an unopened bottle in a cool, dark place, it can last up to 12 months.
Q: The texture/color of my new bottle looks slightly different than the last one.
A: That is the beauty of nature. We use real, unrefined plant butters and oils. A harvest of Rosehip oil might be a deeper red one season and more orange the next. Slight variations in color or texture are proof that your product is made from plants, not plastics.
👃 Scent & Sensitivities
Q: What do the products smell like?
A: We do not add synthetic fragrances or essential oils to mask the ingredients.
- Moonlight Face Cream: Has a faint, earthy scent of raw Shea butter and nuts.
- Mosswater Cleanser: Smells clean, green, and slightly like rain (thanks to the Aloe and Cucumber elements).
If you are used to heavily perfumed products, the "raw" scent of botanicals might surprise you at first, but it dissipates quickly upon application.
Q: I have very sensitive skin. Is this safe for me?
A: Our entire line was formulated for sensitive skin. We avoid the most common irritants: synthetic fragrance, alcohol, and sulfates. However, everyone's skin is unique. We always recommend doing a patch test on your inner arm 24 hours before applying any new product to your face.
📦 Shipping & Orders
Q: My cream arrived melted! What do I do?
A: Don't panic! This is normal for natural products in warm weather.
Because we use raw butters (Shea, Mango, Kokum) instead of synthetic waxes, they can melt in high heat during shipping.
- The Fix: Simply place the jar in the refrigerator for 30 minutes. The butters will solidify again. The melting does not hurt the effectiveness of the formula at all.
Q: How long will it take to get my order?
A: We are a small-batch apothecary. Please allow 2-4 business days for us to hand-pour and pack your order. Once shipped, standard delivery takes 3-5 days. You will receive a tracking number the moment your label is printed.
Still have a query?
The Alchemist is in. Email us directly at [Insert Your Email] and we will get back to you shortly.
