FAQ
We aim to provide clear and transparent information to help you feel confident when purchasing from Itsmary Botanicals. If you have further questions, please contact us via email, Instagram, Facebook, or WhatsApp.
1. Product Information
Are your products suitable for all skin types?
Yes, many of our products are generally suitable for most skin types. However, because we formulate with active botanicals and essential oils, some products may not be recommended for certain skin conditions or health situations.
We always specify any skin-type restrictions, safety notes, or usage cautions directly in the product description.
Please ensure you read the product information carefully before purchasing.
A patch test is strongly recommended before first use, especially if you have sensitive skin or known allergies.
Are your products pregnancy-safe?
Some essential oils are not advised during pregnancy. If you are pregnant or breastfeeding, please contact us before purchasing so we can guide you safely.
Do you use artificial fragrances or harsh chemicals?
No. All formulations are created using clean botanical ingredients and adhere to aromatherapy safety standards. We do not use artificial fragrances, harsh chemicals, or unnecessary additives.
Where are your products formulated and produced?
All products are handcrafted in Mauritius in controlled, small batches to maintain quality, consistency, and freshness.
2. Safety & Usage
How do I know which product suits my skin concerns?
You may contact us directly for personalised guidance. We can help recommend products based on your skin type, specific concerns, and overall skincare goals.
We also indicate in the product description if an item is not recommended for certain skin types or conditions. Please read the product information carefully to ensure suitability.
How should I store my skincare products?
Store products in a cool, dry place away from direct sunlight. Natural ingredients and essential oils may oxidise faster if exposed to heat or light.
Can I combine multiple Itsmary products in my routine?
Yes. Our formulations are designed to complement each other. If you need routine support, please reach out and we will assist you.
3. Ordering
How do I place an order?
Orders can be placed directly through this website by adding products to your cart and completing checkout.
You may also order through our WhatsApp Business (+230 5721 8002) or via our Instagram page, where we can assist you personally.
Can I modify or cancel my order?
Order changes or cancellations may be requested within 24 hours of placing your order. After this time, your order may already be processed or dispatched.
Which payment methods do you accept?
We accept payments via MCB Juice and Internet Banking. Payment details are provided during checkout or sent via email or message via WhatsApp / Instagram.
4. Delivery
What delivery options do you offer?
• Standard Postage – Rs 110
• Express Postage – Rs 130
• Home Delivery (Island-wide) – Rs 150
Home delivery is available on weekdays only.
How long does delivery take?
• Standard postage: 3-7 working days
• Express postage: 2-3 working days
• Home delivery: weekday delivery only, arranged after dispatch.
5. Packaging
How are products packaged?
Parcels are packed securely using protective materials such as bubble wrap to minimise the risk of damage during transit.
6. Refunds, Damages & Missing Items
Do you offer refunds for damaged parcels?
Once a parcel is handed over to the postal or delivery service, responsibility for handling and transit lies with the carrier. We unfortunately cannot provide refunds for damage caused by third-party services.
What if my parcel is lost?
Refunds for lost parcels can only be issued once the delivery service officially confirms the loss. This process may take several working days.
What if I received the wrong item or an incomplete order?
If there is an error with your order, please contact us immediately. We will resolve the issue as quickly as possible.
7. Still Need Help?
We’re always here to assist you. Message us anytime via email, Instagram, Facebook, or WhatsApp.