QUESTIONS AND ANSWERS

If you have a question, please see our list of frequently asked questions before contacting us for assistance.

Generally

Where are Act of Caring's products manufactured?

The products are manufactured in Sweden by our local partner and manufacturer who has extensive experience in manufacturing nature conservation products.

What material are your bottles made of?

We only use PCR (Post Consumer Recycled) PET plastic bottles. They may vary in color as we use 100% PCR depending on the source. Our bottles are great for refills, so check our range of refill packs/sizes. Refilling is the best option to reduce waste and lower the impact on the environment. Always remember to recycle your used containers and keep plastic out of our oceans.

Does Act of Caring use palm oil as an ingredient?

No.

Are Act of Caring's products vegan?

Yes, all our products are vegan. Our waxes do not contain beeswax.

Are Act of Caring products tested on animals?

No, we would never use animal testing for either our ingredients or our products. In fact, this is banned in the EU, so it is not an option for any brand within the EU.

How do I store Act of Caring products?

Store at normal temperature (18°C) and keep away from direct sunlight to keep the products fresh.

Is there a best before date?

All our products have a shelf life of 3 years without opening. For our personal care products, such as hand sanitizer, soap and hand cream; after your product has been opened, we recommend that you use it within 6-12 months, as indicated by the "period after opening" symbol on the label to ensure optimal freshness.

Do you have refill packs?

Yes, we sell refills for most of our products. Please refill your product with care. Do not clean the bottle as this may leave water residue behind which does not need to mix well with Act of Caring's formula. Use dry hands and try not to get air inside. Make sure the cap/head/syringe is firmly on the bottles after filling.

Why are there warning labels on some of the products?

The rules for cleaning products in the EU require specific labels. Products with a high alcohol content, for example, must have a warning label.

Sometimes my product looks or smells different than previous bottles I have purchased - why?

We use natural ingredients and essential oils, which can show deviations from harvest to harvest, different batches of the same product can sometimes vary in color, texture and fragrance. Storage conditions, including temperature and light exposure, can also have an effect. Note that this does not affect the effectiveness of your product.

Do your products contain parabens, silicones or sulfates?

No. We would never use these types of ingredients in our products.
You may have noticed that this is not stated on our labels.

There is a reason for that. Within the EU, it is forbidden according to EU legislation to mention what a product "does not" contain or what a product is "free from".

All our ingredient lists are presented in the actofcaring.com shop under “ Ingredients ”.

Why does it say "perfume" in your ingredient list? Is it a synthetic perfume?

Due to changes in EU legislation, all products containing any type of fragrance, natural essential oils or synthetics, must have the word "Perfume" in the ingredient list. For home care products, it should be listed as “Perfume”. To clarify what we're using, we've added a parenthesis to our ingredient list that explains whether it's a blend of essential oils or a natural fragrance.

How does Act of Caring test its products?

During the development of new products, Act of Caring has a rigorous testing process to evaluate safety, function and stability. These tests are repeated several times to validate. Our products are always tested on the founders and team of Act of Caring and never on animals.

Before any product is released to the public, the formulation must pass a product safety assessment and toxicological review, carried out by a qualified independent authority in Sweden.

Payment methods

What payment options do you offer?

The payment processors we work with are:

STRIPE - to view Stripe's Privacy Policy, please visit Stripe's Privacy Policy
SWISH - to view the privacy policy from Swish, visit Swish's privacy policy

Shipping methods and delivery

Where is the Act of Caring sent?

We currently ship within Europe. We do not ship to any address in a country or region that is illegal for us to ship to, such as trade embargoes,
war or conflict zones.

What delivery methods do you offer?

We offer different delivery methods as specified in our webshop. Please note that delivery restrictions may apply. Forwarders used are DHL/UPS.

When will my order be delivered?

Products in stock are normally packed within 24 hours and delivered within 1-3 working days to Sweden and 2-5 working days to European countries. We ship by road when possible for environmental reasons.

Our delivery dates are based on an estimated delivery time.

You will receive an order confirmation by email with a tracking number.

How much does the shipping cost?

Shipping cost will be added to your order in accordance with your selected shipping method specified in the online store. For orders over SEK 500 or EUR 80, we offer free shipping.

How can I change my delivery address?

If your order is not dispatched or booked for transport, we may ship to another address. Send an email to: weborder@theactofcaring.com

How can I track my package?

You will receive an order confirmation via email directly from DHL or UPS with your tracking number.

Why is my package marked with dangerous goods?

Some of our products are classified as Class 3 flammable liquids for transport purposes. Any package that we ship containing these products will be appropriately packaged and labeled to comply with dangerous goods safety regulations.

Returns and complaints

How do I return a product?

To be eligible for a return, yours must be unused and in the same condition as you received it. It must also be in the original packaging.

  1. Send an email with "Return" to weborder@theactofcaring.com , enter your order number and indicate the products you want to return. You will receive a return label from us via email.
  2. Print and then attach the return label to the packaging.
  3. Leave the package at a DHL/UPS access point.
  4. Be sure to note the ID number on your receipt and keep it safe in order to track the shipment.
  5. You will receive a confirmation email within 7 days of your return reaching us.

Once your return has been received and inspected, we will send you an email to let you know that we have received your returned item.

Returns allowed within 14 days. If 14 days have passed since your purchase, unfortunately we cannot offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition as you received it. It must also be in the original packaging.

You will be responsible for the shipping cost when returning your item(s). Return shipping costs are 65 SEK within Sweden and 10 EURO for European return.

How do I get a refund?

Once your return has been received and inspected, we will send you an email to let you know that we have received your returned item. We will also notify you of the approval or rejection of your refund. If approved, your refund will be processed as soon as possible. We will refund the purchase amount minus the shipping cost through the same payment method you used for the initial purchase. Please allow a few days for the banks to process the transfer of the funds.

Late or missing refund
If you haven't received a refund within 10 business days, first check your bank account, credit card company and bank. There is often some processing time before a refund is posted. If you have done all of this and you still have not received your refund, please contact us via weborder@theactofcaring.com .

How can I exchange a product?

We do not offer exchanges. But if you want to return and make another purchase with us, we will be happy to help you!

See under "How do I return a product?"

What happens if my product breaks on arrival?

We are sorry to hear this!

Send an email to; weborder@theactofcaring.com and describe what has happened and add a photo of the damaged product and outer packaging. We will contact you directly to resolve the issue.

VAT

All our prices include VAT. For international shipments, any fees, taxes or VAT that may be incurred are covered by the customer.
If you have any other questions, please contact us at hello@theactofcaring.com