FREQUENTLY ASKED QUESTIONS
- Can we use the Actikids range before 3 years old?
The products for children under 3 years old correspond to products for babies. The Actikids range is intended only for children from 3 years old. On the other hand, if your child is less than 3 years old, you can use the Natural Extracts (pure vegetable oils to be mixed or not with mineral water), we particularly advise you the sweet almond oil adapted to the smallest.
- What is a co-wash / soft cleansing cream?
It is a soft washing cream which is used as an alternative and which makes it possible to space out the "true" shampoos. In fact, co-wash contains washing molecules that are much softer than shampoo and will therefore allow you to get rid of dust, perspiration and sea salt, without damaging the hair fiber or the scalp. The co-wash has also been formulated for daily use.
- What is the difference between a leave-in and a cream?
The difference between these two products lies mainly in their textures and thus in their composition. Indeed, the leave-ins are richer in water and are closer to a milk texture. They are suitable for people with low porosity, who like to moisturize their hair with light textures and who do not want to weigh it down. Creams are much thicker and richer in oils, so they are heavier and will suit hair with high porosity. Depending on your needs, you can combine a leave-in and a cream for maximum hydration
- Why do some of your shampoos not lather much?
Some shampoos do not contain Sodium Laureth/Lauryl Sulfate which is the most common detergent molecule. We have replaced it with washing agents that are much gentler on the hair and scalp, and less harmful to the environment. They allow to clean the hair thanks to the formation of a finer foam.
- What products should I use for hair in transition?
For hair in transition, it all depends on your hair type at the root. We recommend taking care of natural hair first to keep it healthy, and adapting the use of these products to relaxed lengths. Depending on your hair type, you can use the Actiforce range (frizzy/curly), Natural Touch (frizzy and fine) or Acticurl (curly). The ideal is to make braids on the relaxed lengths to reduce the difference in texture.
- Can we use the products Activilong on pregnant women?
The following products are enriched with essential oils and are therefore not suitable for pregnant women: Rosemary Shampoo, Actigro Serum, Root Complex. Concerning the other products Activilong, there is no contraindication for their use on pregnant women. On the other hand, these products are scented, make sure you are not allergic to the ingredients indicated on the INCI list on the back of the product.
- Can the Actikids range be used on an adult?
You can use the Actikids range on your adult hair. It is a range designed for children, but also adapted to adults. Indeed, if you are looking for a natural range, suitable for vegans, with a hypoallergenic fragrance and a soft pH, then the Actikids range is made for you.
- Can we mix several ranges?
You can mix and match all the lines to suit your hair needs. For example, you can moisturize and nourish with the Actiforce line and define curls with the Curl Activating Gel from the Acticurl line. Or, use the shampoos/masks from one line and use the leave-in products from another. There are no contraindications, the main thing is to listen to the needs of your hair.
- How do I activate the Actiforce/Actikids spray?
Before turning on the pump of the Actiforce softening mist and the Actikids detangling spray, it must first be unlocked. To do this, you must press the small push button provided for this purpose at the base of the pump.
- Are the vegetable oils from 1st cold pressure?
Some of our oils are organic and therefore from the first cold pressing. The advantage of the first cold pressure is that the oils obtained keep all the essential molecules intact (vitamins and fatty acids). You can find this information on the product sheets of each oil.
- The products Activilong are they natural?
The Actiforce, Acticurl, Actigloss and Actikids ranges contain a minimum of 95% natural ingredients. We want the ranges to be truly enriched with natural vegetable oils so that they bring all their benefits to your hair.
- Are your products paraben-free?
All our products are guaranteed without preservatives such as parabens.
- Are your shampoos sulfate-free?
The shampoos of the Acticurl, Actiforce, Actikids and Actiliss ranges are guaranteed to be free of sulfated surfactants.
- Are your products tested on animals?
Our products and ingredients are not tested on animals. It is important to know that the testing of finished cosmetic products on animals has been prohibited in France since 2004 and the testing of ingredients since 2009. In 2013, Europe signed a law prohibiting the marketing of any new products and ingredients tested on animals. The industry has been developing alternative methods for years to ensure that products are not harmful to humans.
- Is there any alcohol in the leave-ins and creams?
There is no added ethanol-type alcohol (volatile and drying) in leave-ins and creams. In fact, there are several types of alcohol that have completely different physical and chemical properties. In leave-ins and creams you will find fatty alcohols. They will be identified under the names of "behenyl / cetyl / cetearyl alcohol" for example. In their original state, they take on the appearance of a wax similar to beeswax. They are therefore fatty substances, non-toxic for the skin, which have emollient, nourishing and emulsion stabilizing properties.
- Are there any silicones or silicone derivatives in your products?
In the Actiforce, Acticurl, Actigloss, Control ranges, you will not find any silicones or its derivatives. You will find them in some products of the Actiliss, Actirepair and Natural Touch ranges. We strive to offer natural products that bring even more benefits to your hair.
- What are proteins and what are they used for?
The hair fiber is composed mainly (91%) of proteins called keratin. Thus, the addition of proteins in hair products will help strengthen the hair fiber damaged by chemical treatments, UVs or styling methods too aggressive. Smaller protein sizes (hydrolyzed) can penetrate the fiber and improve the hair's hydration. As for the larger protein sizes, they will form a sheath around the hair shaft. Not all hair types appreciate large amounts of protein, so protein-enriched products are generally suitable for porous and/or damaged hair.
- What does the OCH method mean?
The LCO method is a routine for the driest of hair, allowing it to maintain moisture for as long as possible. The term "LCO" comes from the English "liquid, cream, oil". The principle is to soften the hair with a water-rich texture, the liquid (a homemade spray, a mist, or a hair milk). Then we moisturize the hair with a thicker cream texture and finally we seal the hydration with an oil or a butter. This method is suitable for hair that dries out quickly, with high porosity for example.
- What is porosity, and how can you adapt your routine accordingly?
The porosity of the hair corresponds to its capacity to absorb and maintain hydration. It is directly related to the degree of opening of the scales (cuticles) of the hair shaft. A very porous hair has open scales, so it absorbs products quickly, but the hydration does not last because the products do not remain. On the other hand, hair that is not very porous has closed scales, so the products have difficulty penetrating the hair fiber and can accumulate on the surface of the shaft. We therefore recommend a rich routine (LCO) for porous hair, with a thick moisturizer and an oil or butter to seal in the moisture. For less porous hair, we recommend lighter textures such as leave-in and oil.
- The products Activilong are they made in France?
All our products are manufactured in our laboratory located in the Paris area, in France. The different product ranges are imagined in our offices, then formulated in our own laboratory and finally produced on our production site. We have the advantage of being able to manage the entire development of a product from the idea to its release on the market. This allows us to control and monitor the quality of our products, in order to offer you the best.
- I have a problem with the quality of your products, what can I do?
If you have a quality problem with one of our products, we recommend that you contact our customer service department by e-mail at firstname.lastname@example.org. In order to process your request, we will need the name of the range used, its batch number, as well as the date of purchase so that we can best help you.
- I had an allergic reaction to your products, what should I do?
Hello, if you are subject to an allergic reaction, we recommend that you rinse your hair thoroughly with clear water and then contact the consumer service by email at email@example.com and possibly consult a specialist.
ORDERS, DELIVERIES AND RETURNS
- I would like to test your products, can you send me samples?
We are sorry, we are not able to send samples. However, we do offer free samples when ordering products and at events.
- I can't find your product in my supermarket, is it still available?
You can find all our products currently on sale on our website. Unfortunately, some references are not available at all retailers. We advise you to check with your local stores.
- How do I place an order?
Add the products to your cart by clicking on "Add to cart. Once you have finished shopping, go to your shopping cart on the top right, choose your free trial doses and click on "order". You can also modify at any time by changing the quantities, and adding or removing products.
- How to use a promo code?
You can add a promotional code by clicking on "Shopping Cart", where you will find the details of the products you wish to purchase. On this page you will find a section to add the promotional code. Type the code in the "Promo Code" area and click on "Add". The total cost of the selected products will be adjusted automatically. Only one promotional code can be used per transaction. Once the order is confirmed, you will not be able to change/apply the code.
- How do I change or cancel my order?
Send an email to customer service indicating the number of your order and specifying the changes to be made. If your order was taken care of by the carrier, it will be necessary to wait for the return by Colissimo to proceed with the refund. If this is not the case, we will proceed with the refund of your order.
- What are the delivery times in metropolitan France?
- What are the delivery times in Europe?
- Do you have delivery in the DOM-TOM ?
We currently do not deliver to the French overseas departments and territories. Stores Guadeloupe : - Cosbeauty Jarry : Fonds Boisneuf, Voie Verte (next to autour de bébé) - Cosbeauty PAP : Centre d'échange Ruddy NITHILA Store Martinique : - Les 3 C : Marsan building - Kerlys district in Dillon Nevertheless, if you wish, we can send your parcel to a person of your choice residing in Metropolitan France.
- Can I be delivered to another address?
During the validation of your order, you have the choice between: "be delivered to your personal address" or "add a new address". Select the desired address. This will be indicated on the invoice.
- What do I do if I'm not there when my delivery is made?
The deliveryman will leave a notice in your mailbox. You will have 15 days to collect your order from the post office indicated on the notice.
- Is the payment secure?
Your online payment on our site is 100% secure. The banking transaction will be carried out directly between you and the banking organization. No data is stored on our servers, the confidentiality of your banking information is guaranteed. In accordance with the legislation on electronic signature, the online transmission of your card number for validation of your order is proof of the order and makes payable the sums that you are committed to pay for this order.
- What are the payment methods?
You can choose between several payment methods: credit card or Paypal.
SECURE PAYMENT BY CREDIT CARD The payment by credit card is done with our secure payment provider. The amount of the transaction will be debited within 48 hours of the payment being made. The cards that are accepted are Visa / Eurocard / Mastercard
BY PAYPAL You can pay your purchases by the service of payment on line PAYPAL. You just have to create an account with PAYPAL. On PAYPAL, you also have the possibility of paying without creating an account with Visa, MasterCard, American Express.
- What can I do if my payment has been declined?
After you have entered your credit card information and validated your order, our service provider will ask your bank to validate the payment and give authorization. In case of refusal of payment, please contact your bank. For more information, our Customer Service is also at your disposal at (+33) 1 60 61 62 62 (Monday to Friday from 10am to 6pm) or click here to contact us by e-mail.
- Can I return the products in my order?
You have a period of 14 days from receipt of your order to return the unopened product(s) accompanied by the product(s) to the following address MAI - 2 avenue de montboulon - Z.A du sauvoy 77165 Saint-Soupplets. Please download and complete the return form in click here. The returned products must be in perfect condition for resale, the packaging must have been carefully opened. It must not have suffered any deterioration, even minimal, and be in a state of perfect cleanliness. Any damaged or incomplete product will not be refunded or exchanged. We will proceed either to the refund of the article by the intermediary of the same means of payment used for the order or any other means that you will have expressly requested or to the sending of a credit note of the value of the article, at your convenience. Obviously if your desire to return the article is related to an error ofActivilong or a major manufacturing defect of the article, we invite you to contact our customer service so that we indicate you the procedure to follow and we will proceed to a new sending of the article to our load obviously. The return costs are at your charge.
- What should I do if my order is incomplete and/or damaged upon receipt?
If your package has been opened and/or is damaged, you can refuse it. It will then be returned to us by the carrier. Contact Customer Service to report the claim. If you have accepted the package and find that it does not conform to the order, you will need the following elements to attach to your claim: - In the case of a damaged or broken product: the photo of the whole package and the label, the photo of the inside of the package and the photo of the damaged product - In the case of an incomplete package or one that does not conform to the order: the photo of the whole package, its label and the photo of the contents of the package You can contact our Customer Service by phone at (+33) 1 60 61 62 62 (from Monday to Friday from 10am to 6pm) or by e-mail here
- Can I exchange one product for another?
Upon receipt of your order, you have 14 days to return the item(s) you wish to exchange to the following address MAI - 2 avenue de montboulon - Z.A du sauvoy 77165 Saint-Soupplets. Please download and complete the return form in click here.. For the exchange to be accepted, the product(s) must be in perfect condition and not used. After acceptance of the product(s) to be exchanged, we will proceed to the sending of the exchanged product(s). The processing time for return packages can take between 1 and 2 weeks. Beyond this period, we invite you to contact our customer service at (+33) 1 60 61 62 62 (Monday to Friday from 10am to 6pm).