worldpay
Naissance Announcement
Naissance Wholesale

For delivery before Christmas please order before
Midday 20th December

FAQ

What is an essential oil?

Broadly speaking essential oils give plants, fruit and trees their unique characteristics such as fragrance and flavour, when extracted these essential oil are highly concentrated and quite volatile, evaporating quickly on contact with the air and producing their unique aroma. Some plants will yield more essential oil than others, flower petals such as rose produce very little, as many petals are required to provide only a small amount of oil rose oil is considered a precious oil and can be quite expensive. Essential oils can be extracted from various parts of plants including the seeds, bark, root, leaves, flowers, wood and resin. As essential oils are highly concentrated, they should never be applied to skin directly as they can cause very severe skin irritation, they should be diluted in a carrier such as a vegetable oil or cream prior to use.

What is a carrier/vegetable oil?

Carrier/vegetable oils are often vegetable oils derived from the fatty parts of a plant, such as the seed, kernels or nuts. Carrier/vegetable oils are generally fatty, fixed oils used to dilute the more volatile essential oils for use in skincare and massage preparations. Carrier/vegetable oils are generally considered safe for use directly on the skin and can boast a range of skin, hair care and health benefits.

Vegetable oils are often used in food preparation for salad dressings, cooking, frying, baking, sauces and marinades. As a general guide, virgin and unrefined oils have more of the oil’s natural flavour and lend themselves well for use in cold dishes. Refined oils generally have longer shelf lives and may have a higher smoke point and therefore be better for high heat cooking, but this varies depending on the type of oil.

Why has your 4 for the price of 3 offer not been applied to my order?

We have a sizable range of products available as part of our 4 for the price of 3 offer, the offer applies to a selected range of our carrier/vegetable and essential oils. Please double check that the items you have selected are identified as part of the offer, items included in the offer will be available from the 4 for 3 offer page and each qualifying oil will have the offer listed on the product page. Please also note that the discount will be applied once you have added 4 qualifying products to your basket, the value of the cheapest product will be deducted.

Can I use essential oils directly on my skin?

Essential oils are highly concentrated and are not intended to be applied directly onto the skin. It is best to dilute with a carrier/vegetable or base oil, a butter or a cream before use. Each oil has different properties and different applications require differing concentrations of oil, as such there is no definite dilution rate that works across the range.

Are the oils 100% pure? How do you know?

All of our carrier/vegetable oils are 100% pure, cold pressed oils and our organic oils are certified by the UK soil association. All of our essential oils and raw materials* are 100% pure and natural, the extraction methods vary but we do not offer products which have been subjected to any harsh chemical processes. Each oil and raw material is supplied to us with a batch specific Certificate of Analysis which details the chemical composition, purity and characteristics of the product. *excludes emulsifying wax.

Do you sell Tocopherol?

Tocopherol is the chemical name for Natural Vitamin E which is available from our Natural Ingredients section.

Is your packaging bio degradable?

Our bottles, tubs and pouches are not bio degradable but out PETE plastic bottles and Glass Bottles can be recycled. The Eco Fill foam nuggets used to protect your products in transit are bio degradable.

Do any of your oils contain hexane?

No. All of our oils are 100% natural cold pressed oils and have not been subjected to any harsh chemical processes.

Are any of the oils Hydrogenated?

No. All of our oils are 100% natural cold pressed oils and have not been subjected to any harsh chemical processes.

Why does my carrier/vegetable oil not have an odour?

Many carrier/vegetable oils have little to no noticeable fragrance as the extracted oil is not an essential oil, this will largely depend upon which part of the plant the oil has been extracted from. Most of our oils are naturally refined oils which rarely have any smell at all as any fragrant particles are removed during the refining process, we also offer Virgin/Crude/Unrefined varieties of some oils (where stated) which can have some odour.

Are your oils GMO free?

Our products are GMO free as we are a company that’s reputation is based on our natural products.

Are your oils Fairtrade?

We hold as much information regarding our products as is possible, for most of our products we have available COA, MSDS and country of origin information. There are some instances where this information is not available however. It is very difficult for us as a supplier to claim that the products we sell are fairly traded. We always aim where possible to support suppliers who promote community trade and provide benefits within the communities that they work with.

Are your oils Ethical?

We hold as much information regarding our products as is possible, for most of our products we have available COA, MSDS and country of origin information. There are some instances where this information is not available however. It is very difficult for us as a supplier to claim that the products we sell are fairly traded. We always aim where possible to support suppliers who promote community trade and provide benefits within the communities that they work with. As a company, we would never trade with unethical suppliers, and our products are free of animal cruelty.

Why is my coconut, shea, cocoa butter in chunks and the pot is not filled?

The product is bought in a larger quantity, then cut and weighed before we put them in the plastic tub. The scales are measured to two decimal places of a gram. The solid mass that is cut can be difficult to store in a tub the same size, so we store the product in a larger size tub to make sure that it fits.

Why is the oil in a plastic bottle and not in a glass bottle?

Our essential oils are not in plastic bottles as many of them would melt through the plastic due to them being highly concentrated. Our carrier/vegetable oils are in plastic as it is less likely to break during transit, we have taken great care to source suitable bottles, our bottles are PETE plastic bottles with skirt sealed lids to help prevent oxidisation of the oil. PETE is a food grade plastic and is widely accepted to have little to no risk of chemical transfer to the liquid being contained within.

Why doesn't 1 litre of oil weigh 1kg?

Each of the oils has its own specific gravity, this is, in simple terms its weight compared to water. 1 litre of water will always weigh 1kg however oils are slightly lighter, specific gravity can vary but most of our oils have a SG of between 0.78 and 0.9, this means that most of our 1 litre products will weigh between 780g and 900g.

How do I store the products correctly?

Extended contact with air will decrease the life of your oil significantly, you should ensure that the lid is firmly attached to minimise oxidisation. The oil should be stored in a cool dark place away from direct sunlight. Ideally you should store your oils in the refrigerator.

Why does my coconut, cocoa, shea oil not smell of coconut, cocoa, shea?

The product will only have a smell if it is unrefined, virgin or crude, the aroma of cocoa and shea butters can be quite subtle. Refined oils and butters have no noticeable fragrance as it is lost during the refining process.

Do I get a discount if I buy in bulk?

All of our larger or bulk sizes are proportionately cheaper than their smaller counterparts, we also have a 4 for the price of 3 offer on a wide range of our most popular oils. We don’t normally offer further discounts. If you are looking for wholesale quantities please contact our customer service team on 08000430826 or by email info@enaissance.co.uk, we will then put you in contact with our wholesale team.

My item arrived damaged or leaking, what do I do?

Please contact our Customer service team on 08000430826 or by email info@enaissance.co.uk, we will be happy to resolve this issue for you.

Do you use any chemicals in your oils?

No. All of our oils are 100% natural cold pressed oils and have not been subjected to any harsh chemical processes.

Does Castor oil contain Ricin?

Castor oil doesn't contain ricin; ricin is left over in the pulp of the bean following extraction of the oil from the seed.

What is the difference between your Organic and Non-Organic Oils and does “Natural” mean Organic?

All of our oils are 100% natural cold pressed oils. We take great pride in the quality of our oils and only select oils that are extracted and refined by non-chemical processes. Natural oils have not been altered in any way but are not necessarily Organic.

Our Organic Oils are certified by the UK Soil Association, our certificate is available to view on our website. An Organic Certification is an assurance that the plant has been grown using no unauthorised chemicals and pesticides, and that every part of the process has been handled by persons or companies also regulated by the relevant awarding body. This means that the oil is traceable through the process back to the plant.

What is the difference between Virgin, Refined and Unrefined oils?

  • Virgin Oil - Virgin oil is the descriptive term for the unaltered oil exactly as pressed from the seed, plant, leaf or fruit etc. Virgin (sometimes called crude) oils are often darker than their refined counterparts as they can retain sediment and a slight odour from the pressing process, in some cases virgin oils are referred to as Un-refined.
  • Unrefined Oil – Please see explanation for Virgin Oil.
  • Refined Oil – In simple terms a refined oil has been de-odourised and any impurities have been removed leaving a clearer, lighter normally odourless oil. Oils which have been naturally refined have not been subjected to any chemical process, but heated to a low temperature to remove any fragrant particles and sieved to remove any impurities. Solid oils are heated prior to sieving to return them to a liquid state, the refined oil is then allowed to solidify. We do not refine our oils in house, but source high quality oils which are already refined.

Why is the colour of the oil different from the last bottle I bought?

As all of our oils are natural products the colour of the oil can vary from batch to batch. There are many factors which will cause a change in colour such as differences in the soil and climate. Many mass produced products are altered chemically to retain a consistent colour, as we do not source products which have been subjected to chemical processes it is not unusual to see slight changes in colour from time to time. It is also not unusual for small particles of naturally occurring sediment to be visible in the oil.

Are the oils cold pressed?

All of our oils are cold pressed unless stated otherwise. We have a small number of steam extracted oils, absolutes and infusions amongst our range, these processes are clearly included in the product titles and descriptions where applicable.

How much do you charge to post the goods and when will they get here?

We offer 2 classes of postage, full details of which are available in the website terms and conditions.

  • Tracked 48 delivery is free for orders over £25.00 or £2.99 for smaller orders, tracked 48 post will normally take 3-5 working days to arrive.
  • Priority Delivery is free for orders over £75.00, £8.99 for orders under £75, priority delivery items are sent with a courier and will normally arrive within 24 hours of the goods being dispatched.

Please bear in mind that the delivery times stated are from the point of dispatch and not the point of ordering, in most cases weekends and bank holidays are not classed as working days and we cannot offer any compensation for orders delayed by external factors beyond our control. The courier service will normally deliver goods within 24 hours of dispatch but guarantees delivery within 48 hours of dispatch.

Where is my order?

Please refer to our website terms and conditions with regard to delivery times. If you have ordered during a postal strike, adverse weather conditions, on or around a bank holiday or over the festive period orders can take longer to arrive. Quite often our customers find that the delivery agents have attempted delivery and the items are waiting at a local sorting office, unfortunately agents do not always leave the necessary calling card to alert customers to this. Please check with your local sorting office as they may be holding the goods for you. If the sorting office are not holding your goods please email our customer service team info@enaissance.co.uk or call the office to alert us to the problem and our agents will be happy to look into it for you. Royal mail will not consider an item lost until 15 working days after dispatch, at certain times of year this can be up to 3 weeks, at Naissance we understand that this is a long time to wait and are happy to send a replacement after 7 days subject to your written acceptance to our terms and conditions. If you are waiting for goods shipped by priority delivery please contact us to request your tracking number.