About Ustawi and our commitments
Are you a black founded business?
Yes! Our founder, Natacha Paugam, was born and raised in Congo. She is now a successful businesswoman, heading the diverse and inclusive team of Ustawi. Read More
Where are the products made?
All of our products are made in France, using natural ingredients sourced primarily in Africa.
What is Ustawi's connection with Africa?
Ustawi is the culmination of the lifelong journey of our founder, Natacha Paugam. Born in Congo, growing up to be crowned Miss Congo, she left Africa for a successful career as an international model. Natacha returned to her homeland to learn from her mother the traditional recipes and natural ingredients handed down through generations in Africa. Ustawi products are derived from these same ingredients, grown in Africa, and the time-honored recipes of Natacha’s mother.
What is your commitment to Leaping-Bunny?
Ustawi skincare follows the most rigorous cruelty-free standards and has been certified by the CCIC’s Leaping Bunny program. Ustawi and its suppliers have pledged to never test on animals during any stage of production and manufacturing.
Are your products really Vegan?
Currently, all except one of our products are strictly vegan. The one exception is our 24hUltra-Nourishing Moisturizer, which contains beeswax. Please refer to ingredients listing on any of our products to clearly see everything in our products. We have nothing to hide, and are very proud of our ingredients.
Are your products natural?
All of our products are derived from 93.1% to over 99% naturally-derived ingredients. Please see product descriptions/ingredients on our product pages Read More
Where is my order and how do I track it?
You can track your order directly in your Ustawi account, here's what you need to know:
As soon as your order has shipped, we'll send you an email with tracking information so you can follow its progress.
Once you've received the shipment confirmation, it can take 24 to 48 hours for tracking information to become available in your account.
You can TRACK YOUR ORDER HERE: select the order you would like to track and click on the "Track Package" button (please make sure you are logged in into your account before accessing the link).
How long does shipping take?
After you place an order, it usually takes us 1-2 business days to pack and get it ready to ship. Orders placed before 2pm are shipped the same day.
Packages are delivered within 5-8 business days after the ship date for U.S. orders.
For non-continental U.S. States and Territories delivery times are usually within 11-14 business days after the ship date.
How much does shipping cost?
There is a flat rate shipping fee on all orders.
US-continental priority shipping - between $5.95 and $9.95: 1-2 business days processing with 3-6 business days delivery after the ship date.
Need it in a flash? We offer the following accelerated shipping options:
US-continental express shipping - between $17.95 and $24.95: 1-2 business days processing with 2-5 business days delivery after the ship date.
The shipping price varies based on your location and the number of item ordered.
Note: We do not offer expedited shipping to P.O. Boxes.
Do you ship to P.O. Boxes?
Yes we do!
However, we can only ship to P.O. Boxes with the ‘Free Shipping’ or ‘regular shipping’ options, expedited shipping is not available to P.O. Boxes.
Do you ship internationally?
Unfortunately, we cannot accommodate international shipping at this time. Please keep in touch for when we announce international expansion!
Orders, Exchanges and Returns
How do I cancel my order?
Within the hour following your order, we will do our best to assist you proceeding with any changes to your order.
Any request shall immediately be addressed to our Customer Service by email at firstname.lastname@example.org to cancel or change an order that is in "fulfillment" status.
After this time frame, once your order reached the "open" status, we can't guarantee any changes to your orders.
We regret that we are unable to cancel an order that is in Processing status.
For security purposes, we are unable to re-direct a shipped parcel to a secondary shipping address. Only you, as the final receiver, can contact the shipper and try to change the address.
If a shipper is unable to complete delivery to the original shipping address provided, the parcel will be returned to the fulfillment center and processed as a return (additional fees may apply).
Why is my order still processing?
All standard orders have a processing time of 3-5 business days.
There might be different reasons why your order is still "unfulfilled" (being processed) but if you feel that it has been processing for more than a week, feel free to contact us and we will solve it for you!
As soon as it is shipped, the status of your order will change from "Unfulfilled" to "open" and from "open" to "fulfilled".
You will receive an email accordingly with a tracking number.
How do I return or exchange my order?
Unfortunately, we ca not accept exchanges at this time.
Please see our "Return Policy" by clicking on this link and follow all the steps described there.
Did you receive my return?
We usually send you an email as soon as we have received your exchange. If you are not sure, feel free to email us to ask if we have received it at email@example.com
I returned an item, when do I get my refund?
Returns are typically processed within 30 days after you drop the package in the mail. Don’t worry, usually returns are received and processed in our warehouse sooner than 30 days. We'll email you with the refund details as soon as it has been processed in our warehouse.
Note, each returned set is subject to a restocking fee and final sale items are not eligible for returns.
What payment methods do you accept?
We accept all major credit cards.
We cannot currently accept most kinds of prepaid cards such as Visa gift cards or State issued benefit cards.
Why is my credit card not accepted?
Most declined orders happen because you entered the incorrect billing address. Does your billing info match your banking info?
We hold your safety in high regard and require that your billing address matches the exact address on file with your bank, or we will decline the transaction. A difference as simple as a missing apartment number could be the issue.
Transactions are declined if someone attempts to use a payment method we do not accept, or if the account has insufficient funds
We cannot currently accept most kinds of prepaid cards such as Visa gift cards or State issued benefit cards
How do I delete my account?
You can close your account by contacting our customer care team at firstname.lastname@example.org.
Is my payment information safe?
Yes! We place the highest importance on protecting all of your sensitive information to keep you safe as you shop online.
This site incorporates physical, electronic and administrative procedures to safeguard the confidentiality of your personal information, including Secure Sockets Layer ("SSL") for all financial transactions through this site.
Gift & Promo Codes
How do I apply my voucher code or gift card?
Simply enter the coupon code in the checkout page.
Can I use more than one discount on my order?
Unfortunately, you cannot combine promotional offers on our site.
My coupon says it is "Invalid" during checkout, why is that?
Having problems applying a coupon? Here are some common reasons as to why a code might appear invalid:
Something is wrong with the actual code (codes are case sensitive)
The deal might have expired as most deals are time sensitive
The deal is a welcome discount only for your first order
You are trying to combine promotional offers on our website
Tips on how to apply promo codes:
Check where you got the code to be sure it is valid
Instead of typing it, try copying and pasting it into the "Discount code" box
Can't find what you're looking for?
Send us an email to tell us what's up and someone from our Customer Service team will get back to you as soon as possible. Be sure to include your order number (if you have one).
Please email us at email@example.com