No additional registration for Alivu Coins is necessary. Log in to your Alivu customer account, click on the coin icon in the bottom left of the shop to activate the Coins ⚠️ – this is important, otherwise no points will be collected.
If you don't have an account yet, you can easily create one by clicking on "Register".

Once you are logged in, you automatically collect Coins with every order (For €2 you get 1 Coin). You can always see your current point balance in the Coins window (bottom left of the shop). It also shows you your current Coins level and which rewards (vouchers or benefits) you can unlock. The available rewards may change. The Coins level is reset every year on January 1st, and you can level up again and look forward to new vouchers.

Make sure you are logged into your account. Open the Coins window at the bottom left (coin icon) and click on "Redeem Coins". For every 10 coins, you can unlock a €1 credit or a 10% voucher for 50 coins. Other vouchers or benefits may change regularly.

After redeeming the coins, you will receive a discount code, which should automatically be applied to your next order. Please check before ordering if the code has actually been applied - if not, you can paste it via copy & paste.

When switching to natural cosmetics, your skin may need a certain adjustment period (approx. 2 to 6 weeks). Remember that your skin needs to get used to the new products.

We aim to generate as little packaging waste as possible. Our products are available in recyclable containers.

Additionally, our shipping boxes consist of approximately 88% recycled material.

Natural cosmetics mainly consist of natural, herbal or mineral raw materials and do not contain
silicones
paraffins
synthetic fragrances and colorants,
synthetic preservatives
PEG derivatives
microplastics &
genetic engineering

Instead, they use vegetable oils, waxes and extracts.

Reputable seals include BDIH, NaTrue, Cosmos, and Ecocert. These guarantee that strict guidelines are followed and no harmful synthetic ingredients are contained.

Should you have made a mistake with your order, please feel free to contact our customer service immediately at office@alivucosmetics.at. We will do our best to correct the error and ensure that you receive your desired products in the correct form and in a timely manner.

Please make sure you have all relevant information about your order at hand so that we can help you quickly and effectively. This includes your order number and a detailed description of the problem.

Ingredients are ethically sourced and selected according to strict criteria, including:

• Purity
• Traceability
• Sustainability
• Suitability

Where possible, we work with local suppliers.

Manufacturing takes place in an ISO 22716:2007 certified production facility (Good Manufacturing Practice for Cosmetics). This includes strict requirements for production, quality control, storage, and shipping.

ISO 22716 ensures that:

• clear hygiene guidelines are observed
• controlled manufacturing conditions exist
• every batch is documented and traceable
• quality checks are performed in a standardized manner

The goal is safe, clean, and consistent production.

Production takes place under strict hygiene standards and controlled conditions. This includes clean working environments, defined processes, and controlled handling during production, storage, and shipping to prevent contamination.

Quality is ensured throughout the entire process:

• Raw materials are tested and selected according to clear guidelines
• Physical and chemical properties are monitored during production
• End products are tested by qualified chemists for safety, stability, and conformity

Yes, the formulations are biodegradable.

Production prioritizes:

• the use of renewable energy
• environmentally friendly cleaning products
• the reduction of environmental impact

Additionally, shipping boxes are made from approximately 88% recycled material.

Yes. Recyclable materials are used, and some components – such as shipping cartons – contain recycled content.

Packaging is selected based on quality, compatibility, and sustainability, and tested before use.

The production is carried out by a manufacturer with approximately 19 years of experience in natural cosmetics production.

Stainless steel machines from Switzerland are used in manufacturing.

Should a product be out of stock, we offer the option to be notified by email as soon as the product is available again.

On the product page, you will find a field where you can enter your email address. As soon as the product is back in stock, we will notify you immediately by email.

We recommend that you use this option to ensure that you can receive the desired product as quickly as possible once it is available again.

Use our product finder, the filter function in the shop, or get advice in the chat to specifically select products for your skin and hair type.

Yes. The products are tested in the lab for stability and shelf life, and external labs also check whether the preservation remains effective for the entire validity period.

Yes, many of our products are specifically developed for sensitive skin and dermatologically tested. However, those with very sensitive skin should first test the product or seek advice.

Natural cosmetics are usually usable for 6-12 months after opening, as aggressive preservatives are not used. Please refer to the packaging symbol or label for the exact shelf life.

All our products are cruelty-free. You can identify vegan products by the corresponding seal on the product page or in the description.

Yes. Both internal and external laboratory tests are carried out. Internal tests check stability, shelf life, and product properties. External laboratories also verify the effectiveness of the preservation throughout the entire product life cycle.

Each batch is checked against the approved lab formulation. In addition, physical and chemical properties are verified to ensure consistent quality and performance.

Yes. Due to the documented processes according to ISO 22716, each batch is fully traceable.

Yes. All products comply with EU Regulation 1223/2009.

The regulation ensures:

• a high level of safety for cosmetic products
• mandatory safety assessments before market launch
• clear labeling (e.g., ingredients, application)
• a ban on animal testing for products and ingredients
• a responsible person within the EU who monitors compliance

Our products are manufactured in Latvia in a production facility certified to ISO 22716:2007. Production takes place under strict quality, hygiene, and safety standards and complies with the EU Cosmetics Regulation 1223/2009.

We are currently offering free delivery. There are no shipping costs, regardless of the order value or delivery location.

Usually the average shipping time is 5-10 working days.

Please note that delays may occur during times of increased demand such as Christmas, Black Friday or similar special offers.

After your package has been sent, you will receive a shipping confirmation from us by email. This contains one or more tracking numbers that you can use to track the current status of your package at any time. You will also find the expected time of delivery in it.

If the parcel delivery person does not find you at home, you can use the shipment tracking to check whether the parcel was left with a neighbour or at a branch, for example.

Currently, we only offer returns – unfortunately, direct exchanges are not available. If you return something, you can simply place a new order with us afterward. 😊

Before returning anything, please contact our support team by email within 14 days of receiving your order at office@alivucosmetics.at. This way, we can prepare everything for your return and ensure a smooth process. 😊

You can voluntarily use our sample withdrawal form – but you don't have to; a simple email is perfectly sufficient.

After we have received your email, you can return the items to the following address:

ALIVU Cosmetics
Josef-Albert-Winterstraße 18
4840 Vöcklabruck
Austria

Please note that returns are at your own expense and we can only accept unopened, undamaged products. Unfortunately, hygiene products are excluded once opened.

You can cancel your order at any time, as long as it hasn't been shipped yet.😊 If you do this within 24 hours of placing the order, the cancellation is even free of charge.

Simply send an email to our support team: office@alivucosmetics.at, and we'll take care of it.

Important:

• Once the order has been shipped, cancellation is no longer possible. In that case, the right of withdrawal / return policy applies: you can return the items after receipt, and we will refund the value of the goods (you will bear the shipping costs yourself).
  
• After cancellation confirmation, the paid amount will, of course, be refunded immediately.
  
• Please note: For legal reasons, hygiene products after opening or damaged products unfortunately cannot be returned.
  

Answer

Oh no! 😢 Please contact our support team as soon as possible at office@alivucosmetics.at. It would be best if you could send us a photo of the damaged items or the delivery – that way we can help you quickly.

The return is at your own expense. We will refund the value of the items, but unfortunately, we cannot cover the shipping costs for the return.

Please note that we can only accept unopened, undamaged products. Unfortunately, hygiene products cannot be returned once opened.

Once your return has arrived and we have checked everything, you will receive a refund for the value of the goods within a few days.