FAQ

Our products

Where are your products manufactured?

French manufacturing is so important to Aïam Maïa, and this is why all our cosmetics are formulated, manufactured and packaged in France. And that’s not all! As a brand from the city of Lyon, it felt natural for us to work locally in the heart of our region.

Can pregnant women use your products?

Keeping our customers safe and creating effective products are two of AÏAM MAÏA’s main goals. Before they can be sold, an independent laboratory certified by the French Ministry of Health performs many quality, tolerance and effectiveness tests on all our products, under dermatological control. These tests are performed on a broad, representative panel of consumers with skin types and needs that match the product being tested. So we know that you're going to love them! As a precaution, we do not recommend that pregnant or breastfeeding women use our products. Our current product range includes products which do not contain essential oils or fragrances: - Irrésistible: Comforting Bi-Phase Cleanser - Cool: Micellar Gel Cleanser - Optimiste: Beauty Shot Lifting Serum - Pétillante: Energizing BB Eye Cream But if you have any questions about using cosmetics during your pregnancy or while breastfeeding, we recommend that you consult your doctor.

Are your products organic?

Of course! As we are a socially-minded brand, our entire skincare range is certified organic, and you will see the “Cosmebio” and “Cosmecert” labels on each of our products. All Aïam Maïa products contain at least 99.93% natural ingredients. We need to include the remaining components to ensure that our formulas are safe and to preserve them.

What does Organic Cosmetics mean?

Organic cosmetics is a natural way to design the whole product. As well as following ethical and environmental values, it must contain safe ingredients, and a certain amount of these are organically farmed. Did you know? Water, which is one of the natural, essential ingredients we use in our formulas, can’t be labeled as organically farmed because it is a mineral ingredient that can’t be grown or farmed. This is why you will see two different percentages on our packaging: the percentage of natural ingredients and organic ingredients (excluding water 😉).

What is the difference between an organic product and a natural product?

An organic cosmetics product is always natural, but the opposite is not always true! A natural product contains natural-origin ingredients and no chemical components. An organic product also contains natural ingredients, and some of them are also organically farmed. This sustainable and regulated farming allows specific ethical and environmental actions to be carried out. It protects biodiversity and the well-being of the people who grow these ingredients. Organic cosmetics are regulated by strict labels which promote fair and socially responsible trade, but there are no labeling restrictions for natural products yet. Aïam Maïa decided to have its organic products certified with the COSMOS label in accordance with the Cosmecert charter.

What are the requirements of the COSMEBIO charter?

We chose the COSMEBIO label, which meets the requirements of the COSMECERT body through the COSMOS certification. The standard covers various aspects of the product, to make sure that it is sustainable from start to finish: no compromises in the formula: it’s natural! At least 95% of the ingredients must be of natural origin. And 20% of the ingredients must be of organic origin (10% if the product is rinsed or if it contains more than 80% water). Of course, as well as being good for the skin, the formula must also be kind to the planet and, therefore, be biodegradable. The packaging must be designed to be as environmentally responsible as possible. It must be kept to a strict minimum and not include any unnecessary bits. Polluting components are not allowed either.

What commitments do you make to the planet?

As the environment is at the center of sustainable beauty, all Aïam Maïa products are designed, formulated and stored in the Lyon region, to reduce transport and, therefore, our carbon footprint. Our formulas are biodegradable, and we have also reduced the use of packaging in our products as much as possible. The packaging used is made from cardboard that can be recycled through processes that guarantee that forests are managed sustainably (FSC). We are committed to working on the most minimalist and responsible packaging designs possible.

Are our products vegan?

Yes, yes and yes again! Animal lovers, feel free to take your pick! Aïam Maïa’s formulas do not contain any animal-origin ingredients.

Are your products cruelty free?

Of course. No animals should suffer and especially not for skincare products. This is why no Aïam Maïa products or ingredients are tested on animals, in accordance with the EU Cosmetics Regulation.

Do you test your products and ingredients on animals?

Of course not: none of our ingredients or products have been tested on animals, as prohibited by the EU Cosmetics Regulation.

Are our products non-comedogenic?

A non-comedogenic product does not encourage blackheads to appear. To make sure of that, we have tested most of our face products. You can let your beauty shine with peace of mind.

Do our products contain essential oils?

Just one product: The Energizing Anti-Pollution Mist OVERBOOKÉE. We decided to include organic Rose essential oil in this product because of its refreshing and revitalizing action. The other products do not contain essential oils.

Do your products contain parabens?

No, Aïam Maïa formulas do not contain any parabens.

Do your products contain silicones?

No, of course not! No Aïam Maïa products contain silicones – our formulas are NA-TU-RAL! Who said that products that delight your senses mean silicones?

Do you use preservatives in your products?

Because your safety is our priority, products containing water must be protected with preservative ingredients. They make sure that you can use your favorite products for several months. But we use the smallest amount possible, and this is why our most fragile formulas come in ‘airless’ bottles to stop them from being contaminated with bacteria.

How long can products be kept before opening?

Following many tests, all of our products are proven to be stable for over 30 months after manufacture. If you have any questions, please feel free to contact our administrative department and mention the batch number.

Do your products contain phenoxyethanol?

Absolutely not. This preservative molecule is prohibited in organic product formulas. This is why we don’t allow phenoxyethanol in our Aïam Maïa formulas.

How long can products be kept after opening?

As they are excellent at remaining stable and our packaging is very protective, our products can be kept for up to one year after you open them. This information is shown on the back of your Aïam Maïa bottles, and the number of months that the product can be kept is indicated in the open cosmetics jar logo.

What is your environmental responsibility policy for your packaging?

At Aïam Maïa, we do not use any of the unnecessary packaging that is usually found in cosmetics (spatula that never gets used, second lid, etc.). We do not include any product leaflets, holders or any other bits that are not needed. Our packaging is made from recyclable cardboard and it has an FSC label, a process which guarantees that forests are managed sustainably. It is made with a mixture of softwood from Workington, in northern England, and from birch wood from Iggesund in Sweden.

Is your packaging recyclable?

Of course! All our Aïam Maïa products can be recycled. Once you have finished your favorite products, you can place all the packaging into your sorting bins to give them a second life. And guess what?! Your Égoïste jar will be perfect for storing your jewelry and cotton pads. You just need to decide where to put it, in your bedroom or your bathroom? :)

Where can I buy Aïam Maïa products?

All Aïam Maïa products are on sale on our website www.aiam-maia.com and in many retail outlets. Find your nearest retail outlets on the “Where to find us” page.

My Account

How do I create an account?

It is very easy. Click on the “My Account” icon at the top right of your screen. In the “Register” section, complete your personal details then click on the “register” button. What are the advantages of creating an Aïam Maïa account: - Your personal details (delivery, billing, email addresses, and telephone numbers, etc.) are saved and can be changed. When you place your next order, your won’t need to enter your details again. - You can manage your orders and your bookings (tracking, history) - It’s easy to delete the account. To do so, please read the question about deleting your account.

Is it completely safe for me to provide my confidential information?

Of course. Any information provided is strictly confidential! It will only be used by Aïam Maïa’s in-house departments to arrange a delivery or to make things easier for you. Your bank details are ssl encrypted and are never saved or stored on the website. For further information, please read our Privacy Policy.

Do I have to save my details and create an account to place an order?

You can place an order as a guest, without having to create an account. We do however recommend that you register so that you can monitor the status of your order and save a history. When you create an account you can also save your delivery and billing address in your profile, which makes it easier for you to confirm and pay for your next order more quickly. ;)

How is my personal information stored?

This information is strictly confidential and is only used to meet your needs (billing, delivery) in the best possible way. Under no circumstances is this information shared or sold. In accordance with the provisions of the French Data Protection Law (Loi Informatique et Libertés), the user is informed that they have the right to access, rectify, delete and object to the use of their personal data by writing to us via the Contact form.

How can I change my personal information?

As soon as you have an account, you can change your personal information whenever you want in the account management section. To go there, click on the icon next to the basket, at the top of the screen, to the right of the menu bar. You must be signed in to change your information.

I have forgotten my password. What should I do?

Click on the “My Account” icon and then in the “Login” box, click on the “Forgotten your password?” button . Then enter your email address or your username. Then check your inbox and follow the instructions. If you do not receive the email, check your Spam folder or contact us via the Contact form.

How do I delete my account?

To delete your account, please send us your request via the Contact form, telling us the reason for your decision. Your comments help us to improve our services.

Ma commande

Is online payment secure?

Your online payment is completely secure. Your can pay for your orders with a bank card. All online payments by bank or credit card are made using the SSL/TLS security protocol, which allows your bank details to be encrypted when they are transmitted to secure bank servers. This means that none of your bank information goes through our website.

Can I have my order delivered to a different address than my home address?

Yes, of course. You can give a delivery address that is different from your billing address. When you place an order just tick the “Deliver to a different address” box on the order form or in your account management area in the “Addresses” tab (by clicking on “Change” then “Save address”).

What should I do if I cannot complete my order?

If you can’t place your order, please check that all the payment details are correct. If the problem is not resolved, please contact us via our contact form: select the “Customer service” subject and tell us what the problem is in the body of the message. Our teams will get in touch with you to help you to resolve the issue.

Will I receive a notification that my order has been received?

When your order and payment have been validated, we send you a confirmation email. If your order was received, you will find the order summary in the “Orders” section of your account. If you do not receive this email, your order may not have been recorded. To make sure, please contact us via the Contact form.

How can I track my order?

Login to your account, then check the “Orders” section.

How do I cancel or change my order?

Before confirming your payment, you can change or cancel your order on the “Your basket” page during the order confirmation step. To guarantee the shortest delivery times, you can’t cancel or change your order once it has been finalized.

When will my order be delivered?

The delivery time for your order depends on the delivery option that you chose when paying for your order:
- Home delivery in 3-4 working days
- Delivery to a pick-up point in 2-3 working days
- Signed-for home delivery in 1 working day

What different payment methods can I use to pay for my order?

Bank cards (Visa, MasterCard and American Express) are accepted.

When is my payment taken?

As soon as your payment has been approved, your bank sends an authorization. However, your bank account will not be debited until your package has been dispatched.

Can I order by telephone?

Of course. You can place an order by telephone by contacting our Customer Service on +33 04 72 83 87 01 from Monday to Friday from 9am to 5pm. Our team will be delighted to assist you :)

How do I use a discount code?

On the my basket page, enter your code in the “Promo code” box and don't forget to click on “Apply promo code” to validate it! The offer will then be applied directly to your basket. Please note that offers are only valid once per person, while stocks last, and cannot be combined with other offers.

What should I do if my product is damaged or I receive the wrong product?

We are very sorry to hear that. Please take a photo of the product and contact our Customer Service on +33 04 72 83 87 01 from Monday to Friday from 9am to 5pm or via the Contact form.

How can I get free delivery?

Delivery is free on orders over €60!!!

How long do I have to go to collect my package from a pick-up point?

If you do not collect your package within 5 days, you will be sent a reminder email and text message. After 10 days, your package will be returned to us.

Can I get a refund?

Don’t worry, if you’re not happy with some or all of the items in your order, you have 14 days from the date that you receive the products to withdraw. The return will be processed for products delivered in good condition. The products must be unopened, in their original packaging, and any gifts, if applicable, sent with the order must be included. The products and the initial delivery cost will be refunded directly to the credit card used to place the order. You must cover the delivery cost for returning your order.

How do I return something?

You can return products ordered on www.aiam-maia.com within 14 days after the delivery. The product must be returned in its packaging, in new and unused condition.
1. Sign in to “My Account”.
2. Go to the “My orders” section.
3. Click on the order that you wish to return then on the “Return” button.
4. Fill in the requested details: product being returned, return reason.
5. Download and print the return form and send it with your return package.
Orders sent without a return form will not be processed.

Can I return or withdraw an order made in a partner store?

Unfortunately, it is not possible to exchange or receive a refund for products purchased in an approved partner store. Please contact the retail outlet where the purchase was made directly.

Can I receive samples?

You can request samples at the brand’s retail outlets, where you will receive expert advice from professionals. Click on this link to find your nearest retail outlet. Whenever you place an order on our website, we will also send you a kit containing three samples after validating your basket. Please note that these samples are available while stocks last.