Frequently Asked

ORDER FAQ

How do I know if my order was placed successfully?
After placing an order, you will receive an email confirming that we received your order. If you don't see the email, check the email you entered when placing your order as well as your junk folder. If you created an account, your orders are also visible in the "My orders" section of our website. The order confirmation email does not confirm your order is being fulfilled and shipped. Once your order is fulfilled and on it's way, we will send you a shipment confirmation email.

When will my order be shipped?
Your package will be shipped within 48 business working hours after validating your order. Deliveries are sent through UK Royal Mail and usually take 2-3 business days within the UK for regular delivery and 1-2 business days for express delivery. Please allow 4-6 business days for the EU and 7-9 business days for international orders. 

Will I have to pay duties or customs fees upon receiving my order? 
Customs charges, import duties and taxes are specific to each country and depend on the amount of your order. The charges by customs are your responsibility. If you have any questions regarding this process, please don't hesitate to reach out to hi@aetherhealth.com.

Do you offer local pickup? 
Pickup is available by appointment from Greenwich, London, UK. 
New Capital Quay, SE10 9DD (next to Waitrose).

Do you ship internationally?
Yes, we ship internationally to most countries from London, UK using UK Royal Mail. Please allow 7-9 business days for international orders to arrive once shipped. Please note that free shipping over £65 only applies to orders from the UK and EU. Due to COVID-19, there may be slight delays to certain countries.

What payment methods do you accept?
We accept Visa, Mastercard, American Express and Discover credit cards as well as Paypal.

What is your satisfaction guarantee?
All products purchased come with our 100% Satisfaction Guarantee. We currently only sell direct through our own online stores. If for any reason you are not satisfied with your experience, you are free to return the products within 30 days of receiving your order for a full refund. This gives you ample time to properly try our products. If you would like to make a return, please contact us directly at hi@aetherhealth.com. Let us know your order number, the products you wish to return and the reason for returning them. We will respond no later than 2 business days with the return address.

Please note that there must be at least 25% of the original product remaining. We can not accept empty or near empty products. You are responsible for the cost of sending the products back. We will reimburse you within 5 days of receiving and verifying the returned products. The refund will be for the full price of the returned products but does not include the shipping costs. The refund will be made using the same means of payment as the one you used at the time of purchase. You will receive an email once the return transaction is completed and the refund is processed.

BRAND FAQ

Where does the name Aether come from?
The name and logo of Aether came to Kevin in 2020 in the depths of a sound meditation. The word appeared in his consciousness while a glowing disk of pulsating white light with an equilateral triangular shape appeared in his vision. 

On further research, Aether appears to be the Greek primordial god of light and space. The luminiferous aether is a substance once believed to fill the Universe and explain how light waves propagate. Aether encapsulates everything he stands for. A platform for the propagation of health and light in all areas of life. Health for humans, species and the environment. One that supports our connection with ourselves, each other and nature. 

How do I offer feedback?
We are newly launched and welcome any ideas, feedback or product suggestions you have. We launched with a core line of multi-functional products that can replace most skincare routines but will continue to improve and expand on our range. We love to see your skin progress photos and hearing your stories. Please share your before and after photos with us and your skin health journey in order to inspire others. We will also be hosting some live group calls for others in the community to share their experience so please get in touch to be involved.

CUSTOMER FAQ

How are you different from other natural skincare brands?
Our products are minimal, all natural, multifunctional, hypoallergenic and bio-compatible. It's incredible to see the growth of natural skincare brands. However, most of them are potentially irritating for those with highly problem and sensitive skin. They typically have over 20 ingredients in each product including multiple essential oils, fragrances, alcohol, botanicals and certain irritating preservatives. This is why we developed the most rigorous natural formulation standard 'The Aetherial Standard' specifically for problem skin. We want to make natural, effective skincare using proven ingredients accessible for even the most sensitive skin. We don't have 10 types of serums or moisturisers. We are minimal and multifunctional. We believe in assisting the skin to innately heal.  

How are you different from other pharmaceutical skincare brands?
We created Aether because none of the commercially available products worked for us and we needed to create a better solution. Unlike most pharmaceutical brands, we don’t use petrochemicals, phthalates, ethoxylates, steroids or sodium lauryl sulfate. There are no potential hormone disruptors or ingredients that can bioaccumulate. We believe in using physiological ingredients that the skin can metabolise, without any potential negative effects such as skin thinning or topical steroid withdrawal. This is not only healthier for humans, but species and ecosystems. 
We believe that skincare is just one pillar of skin health and support you in balancing your mind, body and soul. You can read more about our industry leading standards in The Aetherial Standard as well as our skin health system in The Problem Skin Bible. On The Aether section of our website, you can find some of our favourite health modalities and experiences to expand your physical, mental and emotional wellbeing. Everything is connected and we believe in going beyond skincare to skin health care.

What is 'natraceutical' skincare?
We have tried hundreds of mass market, natural, organic, prescription, pharmaceutical and cosmeceutical skincare products over the last thirty years living across Canada, Australia, USA, UK and Thailand. We have created a new skincare category 'natraceutical', which distills the best elements from the traditional categories to create a more conscious, effective and clean category specifically for ultra sensitive and problem skin. It is a cross between the words 'natural' and 'cosmeceutical'.

Cosmeceutical brands are typically high in bioactive ingredients such as vitamins, humectants, antioxidants, acids and botanical extracts. They can contain both natural, synthetic and natural identical ingredients and are usually marketed to problem or ageing skin. They are usually quite expensive, involve more complicated routines and potentially irritating. Natural and organic products typically contain over 20 ingredients and contain multiple potential skin irritants. Pharmaceutical products are usually petrochemical based and pay little to no attention to lifestyle quality.

We use hypoallergenic, bioactive, biocompatible ingredients with proven skin efficacy in all natural, vegan, minimal formulas with less than 10 ingredients. We have defined natural to the highest possible standard, are uncompromising on quality and don't use the most common irritants such as fragrances, essential oils, alcohol and most food allergens. We are priced more competitively than cosmeceuticals without compromising quality. Finally, we place a strong emphasis on true health; physically, mentally and spiritually and community.  

Which products are best for Acne?
All our products are designed to balance and restore skin health and are suitable for all skin types. Our formulations are physiological and biocompatible, thereby supporting long term skin health. Our Problem Skin Bible and recommendations are all about balancing your physical, mental and spiritual health. However, with acne prone skin, we recommend using our products slightly differently to account for your skin type as well as the environmental conditions.

Our Hyaluronic Serum is oil free and ultra hydrating. Instead of using it as just an under-eye serum you can apply this to a freshly cleansed face. Depending on the weather and how dry your skin is, you can lock in this moisture with a thin layer of our Biomime Cream 297 on top. Our cleansing products nurture your skin as they are pH balanced and use natural cleansers such as Yucca Extract and Bentonite Clay. The All Cleanser is an ultra gentle multifunctional cleanser for the face, hair and body. Our Healing Bio-Clay is ideal for a weekly deep cleanse. The Salt Spray can be layered with the Healing Bio-Clay to target actively inflamed skin.   

What are your thoughts on topical steroids?
Our founder Kevin was using various topical steroids, antibiotics and oral immune suppressants for the first 15 years of his life. He went on a typical medical treatment plan and used pharmaceutical moisturisers while paying little attention to diet, lifestyle and allergen avoidance. Over time, he needed increasingly stronger steroid creams and was hypersensitive to environmental irritants like dust, grass and pets as well as most foods. 

When he stopped using steroids due to concerns over the side effects, his skin became especially red, flaky and flaring. He underwent topical steroid withdrawal personally while limiting moisturiser use and changing his diet and lifestyle to address the root causes.
Although topical steroids can be effective if used sparingly and on one off or very short term occasions, we do not recommend using them long term on large areas of the skin. Their mechanism of action involves vasoconstriction, anti-inflammation, immune suppression & inhibition of cell proliferation. However, they have no effect on the underlying cause of skin problems, have multiple adverse effects and are simply tools for symptom management. 

Prolonged, repeated use of high-potency steroids particularly on thin epidermal regions often leads to significant long term adverse effects. We believe these well researched effects should be made more transparent before being prescribed. Adverse effects include dermal atrophy (skin thinning), erythema (redness), pigment alteration, delayed wound healing and dependency on stronger topical steroids. It also inhibits cell proliferation and collagen synthesis in the dermis which impacts the skin's structure, mechanical strength and appearance. As a result, the skin develops tolerance to the topical corticosteroid which leads to a loss in vasoconstriction (constriction of blood vessels) by the capillaries.  

What is Topical Steroid Withdrawal?
Many although not everyone who uses topical steroids will develop Topical Steroid Withdrawal Syndrome (TSW). It is characterized by red, itchy, burning skin that can appear between treatments or after ceasing topical steroids. Over time, applying topical steroids can result in a reduced effectiveness, requiring a high potency to achieve progressively less clearing. The original problem escalates as it can spread to other areas of the body. The skin also exhibits an increased allergic response. 
After discontinuation of steroids, those with TSW exhibit symptoms including skin redness, flaking, hypersensitivity, atrophy, thinning, hair loss, fatigue and mental health issues. It is absolutely devastating to experience and significantly effects a persons quality of life as well as their ability to work, socialise and live freely.

We believe in targeting the root cause of dermatitis and balancing the body on the inside and out. We developed our allergen avoidance system, lifestyle changes and diet as detailed in The Problem Skin Bible. We also developed a core line that is bio-compatible with the skin, supplementing the deficient skin lipids. We do however recommend using the minimal amount of our moisturiser necessary to help the skin develop its own skin lipids. Our clay and salt products help soothe and detox the skin, our cleanser is ultra gentle and our soap berries provide an irritant free solution to washing your laundry removing a common contact irritant. Feel free to contact Kevin directly at kevin@aetherhealth.com to share your experience, he would love to help you however he can. 

Is Aether only for people with skin problems?
Aether is not only ideal for sensitive and problem skin like those prone to acne, sensitivity, eczema, psoriasis, dermatitis, TSW and rosacea. It is ideal for anyone who is health and planet conscious. It is for all genders and ages including infants. An extremely high level of care and knowledge is needed when formulating for skin problems but the benefits of such a rigorous standard make Aether products ideal for all who are interested in long term skin and planet health. We have designed our products to not only be effective but beautiful, multi-functional and environmentally friendly to ensure it improves human, species and planetary life.

Is Aether suitable for infants and children?
Aether was formulated with infants and children in mind. In Australia, 1 in 3 children have eczema and in the UK 1 in 5 have eczema. Infants and children have thinner skin and developing immune systems which makes them prone to skin problems. Many typical skincare, personal care and household products as well as the standard Western diet are contributing to the prevalence of skin, health and immune problems. Our founder Kevin had eczema since birth and has extensive experience using the products typically marketed for children. At Aether we don’t compromise on health. We developed the most rigorous safety and gentleness standard in the industry ‘The Aetherial Standard’ as a way to protect health.

Is Aether good for mature or aging skin?

Aether is ideal for those interested in promoting and maintaining long term skin health. Diet, lifestyle, sun exposure and skincare strongly impact on the quality of the skin. Certain skin lipids such as squalene tend to decrease with age as do the levels of substances like hyaluronic acid, collagen and elastin. Our formulas ensure the skin is supplemented with the skin barrier supporting ingredients it needs. We use highly stable, expeller pressed vegetable oils which do not oxidise easily, thereby reducing free radical damage. By ensuring optimal skin barrier health and hydration we are able to reduce the signs of ageing. We also believe in the health of our mind, body and soul. At Aether we help to realise your highest potential physically, mentally and spiritually so that you embody a fuller, more vibrantly energised version of yourself. That is truly beautiful!   

Can Muslims use Aether?
Yes we are Halal as we are 100% natural, vegan, alcohol & GMO free. We do not test on animals & are completely cruelty free. In addition we do not include:

  1. Any parts or ingredients derived from forbidden animals, such as lanolin, gelatine & collagen. 
  2. Ingredients such as propolis, beeswax, honey, keratin & ingredients obtained in a “halal” manner. Although they are allowed in Halal skincare we do not use any animal products.
  3. Any ingredients that could cause harm to the consumer. For example hydroquinone to lighten the skin, parabens, ethoxylates. 
  4. Any human parts or ingredients derived from the human body.  

What’s the most effective way to get started with Aether?
We recommend starting with our core line of multifunctional skincare products which work together to support skin health. We also recommend following our skin health system detailed in our Problem Skin Bible and on our website. In particular starting The Hypoallergenic Diet to balance the immune system, cutting out common skin contact irritants, rewashing all clothing and bedding using our Organic Soap Berries and adding health promoting modalities to your lifestyle. Whether this be meditation, time in nature, sound therapy or pursuing what energises you. If you have a chronic skin problem it is critical to target the root cause of your problems and balance your health mentally, physically and spiritually. We are here to help support you on your journey. Please email us at hi@aetherhealth.com if you have any questions.

How often should I cleanse and moisturise?

This depends on your skin type, activity level and the environmental conditions. Over-cleansing your skin can lead to redness, tightness and dryness. Inadequate cleansing can lead to clogged pores, breakouts and a dull complexion so it is all about balance. The cleansing products you use have a strong impact on your skin health which is why we use all natural cleansers like Yucca Extract and Clay in pH balanced formulas. We generally recommend a light cleanse twice a week and a deeper cleanse using our clay face mask every 1-2 weeks. Moisturising is recommended morning and night especially after washing or showering. We recommend using the minimal amount necessary to maintain moisture as we want to supplement, not completely occlude the skin.