It's winter and cold outside and the product you ordered from us has been frozen when you receive it. Perhaps the contents have frozen through and turned into ice. Has the product been damaged?
The answer is NO. The product is not damaged even though it has been frozen through. Our products are pure and natural raw materials that can withstand freezing without any damage, all nutrients are still present after thawing and the product is just as effective and completely fine.
What should I do once the product is frozen?
Frozen facial oil and/or serum:
You must thaw the product slowly. Do not heat it, as this will ruin it. Leave your product at room temperature overnight. It should be thawed the next day. Shake the bottle extra well before opening it and use the product as normal.
Frozen facial cleanser, cream or face mask:
You need to thaw the product slowly. Do not heat it, as this will ruin it. Leave your product at room temperature overnight. The next day it should be thawed. You may notice that the product has separated a little, this is fine, you just need to shake the bottle/stir the mask in the jar to mix it again. Use the product as normal.
