Support & FAQ
AISA Care

As soon as your order is shipped, you will receive a tracking number.
You can also track your order from your customer account (under «My Orders»).

If nothing updates within 48 hours, don’t worry: some carriers only scan parcels at the first sorting hub, not at dispatch.

Yes, as long as the order has not been shipped.
Once the parcel has been handed over, it is generally no longer possible to modify (address, contents) or cancel it.

Best practice: contact us as soon as possible with your order number.

• Check your spam/promotions folder
• Search for «AISA» in your inbox
• Make sure the email address entered at checkout is correct

If needed, we can resend the confirmation upon request.

First, check the following (this often resolves the issue):

• Mailbox, concierge, neighbors, pickup point, or safe place
• Sometimes parcels are marked «delivered» a few hours before actual delivery
• Verify the delivery address on your order

If you still can’t find it, contact us. We will open an investigation with the carrier.

On the payment page, enter your code in the «Promo code» field and click «Apply». If the code does not work, it is often due to a condition: date, minimum amount, excluded products, cannot be combined with other offers.

Yes, but only before shipment. After shipment, the address is locked on the carrier's side: we can sometimes offer a solution (redirection/pickup point) depending on the status of the package.

‍

The available payment methods are displayed at checkout. In general, you can pay by credit card and, depending on your country, via express options (such as mobile wallets). If a method does not appear, it means it is not available for your currency or location.

Yes. Payment is encrypted and processed via a platform that complies with security standards (3D Secure authentication depending on the bank). Your card details are not stored on the site.

In most cases, this is a pending bank authorization (which disappears automatically). If the double charge is confirmed after 48–72 business hours, contact us with: order number, amount, date, and the last 4 digits of the card (if possible).

Your receipt is generally available:

• in the confirmation and/or shipping email
• in your customer account, under «Orders»

If you cannot find it, we will send it to you within a few minutes upon request.

Try the following steps in this order (this is often enough):

• check the SMS code / bank validation (3D Secure)
• try another browser or private browsing mode; make sure your bank authorizes online payments and that your limit is sufficient
• try another card if possible

If the problem persists, write to us: we will help you complete your purchase without stress.

On clean, dry skin: spray, then after a few seconds enjoy the silky texture on your skin. Ideally after a shower, when the skin is still slightly warm: the routine becomes a real moment of Care + comfort.

Yes, in most cases. One word of caution, however: avoid taking multiple “identical” supplements (anti-inflammatory/antioxidant) without a specific reason. If you are taking medication or have a medical condition, consult a healthcare professional.

As a precaution: pregnancy / breastfeeding; individuals undergoing medical treatment (especially sensitive treatments) without medical advice; known allergies (e.g., citrus fruits, marine gelatin). If in doubt, the safest course of action is to seek medical advice.

Serum application:

• 1 to 2 pumps in your hand
• apply to the eye contour and lips

You can apply makeup afterward without any issue it may even help extend its wear.

On dry or damp hair:

• 1 to 2 pumps in your hand
• apply to lengths and ends
• distribute with your fingers, no need to rinse

If your roots get oily quickly, avoid the scalp and focus on the lengths.

• Brume : quick gesture, more sensory (inspired by citrus scent), large areas, easy touch-ups (body, neck, décolleté)
• Serum: more targeted Care, ideal when you want to focus on a specific area or concern

On dry or damp hair:

• 1 to 2 pumps in your hand
• apply to lengths and ends
• comb through with your fingers, without rinsing

If your roots get greasy quickly, avoid the scalp and focus on the lengths.

• Brume: quick application, large areas, easy touch-ups (body, neck, décolleté)
• Serum: more targeted, more sensory Care, perfect when you want to focus on a specific area or issue.

The scent comes naturally from the ingredients.

If you have sensitive skin, always test it on a small area first.

Yes, since its primary function is to act as an anti-inflammatory, the routine is designed for comfort, but every skin type is different.

If you have sensitive skin: perform a 24-hour patch test on your forearm, then introduce the product gradually.

The active ingredient is not an essential oil, but an extract obtained through cold pressing. If you are pregnant, breastfeeding, or have very sensitive skin, follow the golden rule: exercise caution and test first.

Stop using the product, rinse with lukewarm water, and let your skin rest for 24–48 hours. If the reaction persists or worsens, seek medical advice. You can also contact us: we’ll help you adjust your routine (frequency, area, amount).

Store them away from heat and light, with the cap tightly closed.

Avoid storing them in the car, on a windowsill, or in an overheated bathroom.

A cool, dry, and well-ventilated place is the best way to protect the formula.

Look for the symbol of the small open jar (e.g., 6M/12M).
This indicates the recommended period of use after opening, in months.

WPE® (Water Plant Emulsion) is a unique technology consisting of a microemulsion whose phases do not separate, enabling the formulation of 100% natural cosmetics with high concentrations of active ingredients for maximum efficacy—while delivering a lightweight, non-sticky texture.

The purple glass is designed to protect the formula: it filters light (especially UV rays) and helps preserve the stability of the active ingredients for longer. In short: it’s a premium choice to ensure the product remains effective from the first spray to the last.