About Ustawi and our commitments
All of our products are made in France, using natural ingredients sourced in Africa.
Ustawi is the culmination of the lifelong journey of our founder and CEO, 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.
Ustawi is also deeply connected to Africa by giving back. We are partnered with the charitable organization, ChildFund International, to support and sponsor educational opportunities for children in Africa. READ MORE
Look for the Vegan icon on our products! Currently, all of our products are! If we ever have product that is NOT vegan, of course it will not have the icon and we will clearly explain the ingredients that exclude it from the classification, and why.
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.
We're so sorry to hear you had an issue with your order. Let’s make this right!
If you received an incomplete package, it's possible that the missing item was sold out when your order was completed. First check your email as we would have sent an update on your order with either refund details or a voucher code for you to replace the item.
For specific directions and assistance on replacing a damaged or missing item from your order please contact our team by sending an email to email@example.com with the order number and the damaged/missing item's name. We'll be more than happy to help and investigate this right away!
Your order will be shipped in an eco-friendly reusable poly-mailer, cardboard or corrugated “Ustawi Box” shipper which features the Ustawi logo and brand colors.
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).
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.
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.
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.
Unfortunately, we cannot accommodate international shipping at this time. Please keep in touch for when we announce international expansion!
Orders, Exchanges and Returns
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).
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.
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
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.
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.
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
You can close your account by contacting our customer care team at firstname.lastname@example.org.
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
Simply enter the coupon code in the cart page or in the checkout page.
Unfortunately, you cannot combine promotional offers on our site.
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 "Gift Card/Promotion Code" box in your Shopping Bag BEFORE you "Continue Checkout"