By using the byachilles.com skincare website, you are acknowledging that you have read, understand, and agree to these rules. From time to time, we may modify our these to which the content and services available are subject so we ask that you continually review when visiting our website. Acceptance of these terms & conditions does not affect your statutory rights, except so far as legitimately excluded.


I paid for fedex express shipping, why haven’t my order shipped yet?

After an order is placed, please allow up to 5 business days for your order to ship, regardless of the chosen shipping method. .

Why haven’t my order shipped yet?

After an order is placed, please allow up to 5 business days for your order to ship regardless of chosen shipping method.

We handcraft each item we send out — this includes creating, bottling, labelling and shipping.
Handcrafted items do take a little longer to produce than mass-produced items.
Our items are made so they are at the peak of freshness when you receive them.

International orders

By Achilles® is not responsible for delays that occur due to international customs issues, nor any additional fees or taxes that your country may require. This means that ANY and ALL fees that you are charged are your responsibility. By Achilles® will not issue refunds for customs fees, shipping, or the cost of your order if you refuse to pay the customs fees. To calculate what the fees may cost for your country, visit https://www.simplyduty.com/import-calculator/.

It is possible that the delivery of your order could be delayed due to customs processing. If your order does not arrive in a reasonable amount of time, you should check with your local customs office to see if they are holding the package for payment of fees. Also, some customs offices will send a separate invoice for your customs fees that could arrive several weeks after you receive your shipment.


Do you accept returns or exchanges?

Due to the handcrafted artisanal nature of our line, returns or exchanges cannot be offered at this time because of general dissatisfaction. We are happy to answer any questions you may have about the collection and products prior to your purchase.

Can I make changes to or cancel my order?

We try and get your order out as soon as we can. This means there is only a small window of time where we can make any changes to your order before it is set aside for shipping.

Please send us an email at support@byachilles.com as soon as possible with your full name and order number. We’ll let you know what we can do! mailto:support@byachilles.com

What should I do if I receive the wrong product?

If you received a product different from the one that you ordered, we're super sorry! Please contact us at support@byachilles.com and we’ll be sure to get you the item you ordered!

I received a damaged item, what should I do?

Oh no, we are so sorry! Please email support@byachilles.com immediately with the photo of the damaged item and order # so we can take care of it.

Return policy

While we hope that you truly enjoy every product that you order from us, we understand that everyone's skin is unique and individual, and resonates differently with skincare products.

We encourage you to reach out via any of our social media platforms or via email at support@byachilles.com with any questions or concerns you have prior to placing an order.

We are happy to include free samples (when available) with any order placed on our website, and can help you choose products that are right for you.

By Achilles® does not offer returns, refunds or exchanges on any products due to general dissatisfaction or if a product does not resonate with your skin. If your package arrives to you damaged and/or broken, we are happy to replace it for you. Please retain all original packaging and send us an email with photos to support@byachilles.com within 24 hours of receiving your order. We may ask you to send us the broken item in which case, we will gladly pay for the return shipping charge.


Are your products pregnancy safe?

Congratulations mama <3

However, there are conflicting thoughts on certain essential oils such as blue tansy, so we recommend that you make an informed choice whenever choosing to use any product while pregnant. All of our formulas contains less or a total of 1% essential oils, and are safety assessed by a chemist and approved by the european law for skincare.

If you are unsure, we recommend using the products from our line without blue tansy, or our line of essential oil free formulas!

What is the shelf life of your products?

Our products have been tested for a shelf life of 12-24 months unless stated otherwise such as our hydrosols. To keep the products fresher longer, it is best to keep products in a cool, dry place without direct sunlight. All products has a batch number and expiration year or date on the package. Please keep any balms you purchase from us in a cool area.

Are your products tested on animals?

Not a chance! All of our products are tested on humans only. :)

Do your products contain any nut oils?

Yes, some of our products do contain nut oils. Please see our product pages for list of ingredients.

*Shea Butter, Jojoba and Babassu Oil: these oils typically do not irritate people with nut allergies, since they are made from the seed and not from the nut. Everyone's skin reacts differently, so we strongly recommend you to consult your doctor before if you have any nut allergies.

Why is my product a slightly different color / smell than my previous order?

We use our ingredients in high percentages & due to natural crop variation, color depth + natural smell of the botanicals, extracts, clays, distillates & essential oils can vary from season to season. This in no way lessens the effectiveness of the product. We'd rather not include synthetic dyes or fragrance to create consistency.