Help Center
If you received an incorrect or damaged item, please email us at info@ashnatural.shop with your full name, order number, a photo of the damaged item and we will get back to you shortly.
Please note that you must contact us within 3 days after delivery to inform us that you received an incorrect or faulty item.
Our Customer Service team is available Monday - Friday between 9am and 5pm. If you send an email outside our regular business hours, please allow one business day for a response.
Melting is normal as this is an all natural product that does not contain any preservatives or chemicals, and high heat temperatures can be well above ingredients’ melting point during transit.
Melting may cause your body butter to reduce in as much as half the original size (receiving an half empty jar). You were not shipped an half empty jar. Every single jar is filled to the brim before capping and sealing. Our body butters are whipped, which results in a fluffy and airy-like texture. When they melt, this texture is lost and the volume of the butter deflates.
If your Body Butter arrives in the mail melted, just pop it in the fridge or store in a cool dry place for solidification to occur.
Unfortunately, refrigerating or placing in a cool place to solidify after melting will not make your body butter the full amount again. It will not revert back to fluffy whipped texture; it will remain deflated. It will only fill up to whatever level it was at when melted.
If you order a body butter in the summertime, you are stating that you are okay with this possibility occurring.
You can go to the page of the product you'd like to purchase and click the "Notify Me When Available" and sign up to be notified via email when this item restocks.
Product Restock Dates will also be sent out via text messages posted on our social media channels. You can sign up for text messaging and email marketing via our website.
Once your order has been fulfilled, a tracking number will be sent to the email address used to place your order. Always be sure to check your spam and junk folders as well in case confirmation email does not appear in primary inbox folder.
As a reminder, orders may take up to 3-5 business days (not including weekends and holidays) to be shipped, as stated in our "Shipping Policy" available on our website as a footer link.
As long as your order has not shipped, we are more than happy to correct a shipping address. Just send us an email at info@ashnatural.shop and we will gladly take care of that for you!
Our Customer Service team is available Monday - Friday between 9am and 5pm. If you send an email outside our regular business hours, please allow one business day for a response.