Care guide
Below are the questions we hear most often, answered the way we would answer them in an email. We write about cosmetic care for the scalp and hair, not about health, so wherever a question belongs to a doctor, we say so plainly.
Choosing a ritual
I do not know which ritual to choose. Where do I start?
Start with what your scalp and hair do between washes. If the roots get oily quickly, look at the River Clarity Scalp Balance ritual; if the lengths feel dry, damaged or brittle, look at Woven Strength Repair Care. You can compare all five rituals on Shop by Rituals or let the ritual quiz narrow it down. If you are still unsure, write to us and tell us what you use now and what bothers you about it.
What is in the River Clarity Scalp Balance ritual?
Three steps for hair that gets oily quickly. Scalp Balance Detox Scrub 170 ml as care before washing, Scalp Balance Shampoo 390 ml for the wash itself, and Scalp Balance Conditioner 390 ml for the lengths afterwards. The whole ritual is described on the River Clarity page.
What is in the Woven Strength Repair Care ritual?
Four products for hair that needs rebuilding along the lengths: Repair Care Shampoo 400 ml, Repair Care Conditioner 370 ml, Repair & Protect Nourishing Mask 170 ml and Repair Mist Leave-In 100 ml. Everything is on the Woven Strength page.
What do the other three rituals contain?
Dew of Patéa Hydra Balance has Hydra Balance Shampoo 290 ml and Hydra Balance Conditioner 290 ml. Silent Coast Sensitive Scalp has Sensitive Scalp Shampoo 400 ml and Essential Care Conditioner 370 ml. Aotea Roots Growth has GROWTH Scalp Pre-Wash Oil 30 ml, Growth Botanical Shampoo 200 ml, Growth Botanical Conditioner 200 ml and Growth Active Tonic 200 ml. Each one has its own page: Dew of Patéa, Silent Coast and Aotea Roots.
Using the products
In what order do I use the products in a ritual?
The order follows the wash. If the ritual has a step before washing, it goes first: the Detox Scrub in River Clarity, the pre-wash oil in Aotea Roots. Then the shampoo, then the conditioner or the mask on the lengths, and a leave-in product at the very end if the ritual includes one. You will find the steps on each ritual page, and the amount and frequency are on the packaging of every product.
I cannot find the directions for a product I bought. Can you send them?
Yes. Write to us and give us the full product name together with the size on the bottle, for example Repair Care Shampoo 400 ml. We will not guess the timing or the frequency from a similar product, because the directions differ from range to range, so the exact name really matters. You will also find the directions on the product page in the shop.
Scalp and hair
My skin reacted after I used a product. What should I do?
Stop using the product and write to us. Send us the exact product name and the batch number from the packaging and describe what happened. We do not diagnose anything by email and we do not give first aid advice, so for anything that concerns your health please see a doctor or a pharmacist. Your message goes to Patricie and to the person responsible for product safety, and a mention of a reaction never means the case is rejected in advance. Before the first use of a new product, we recommend trying it on a small area of skin.
Can I use the products during pregnancy or while breastfeeding?
We assess this product by product together with the person responsible for product safety, because the compositions differ. Write to us which product you are considering and we will come back to you. If you have any doubts about your health, please consult your physician; that decision is not ours to make for you.
Will your products help with hair growth, shedding or thinning?
From a message we cannot tell why hair sheds or thins, and we do not promise that hair will grow back. That question belongs to a doctor or a dermatologist. What we offer is cosmetic care for the scalp and the hair; the ritual composed around scalp care of this kind is Aotea Roots, where you can read exactly what is in it.
Do you offer scalp diagnostics in person?
In-person scalp-care consultations are a concept in preparation. Locations, dates and terms have not yet been confirmed. We will publish verified details here when the service is ready. For help choosing cosmetic hair care, you can currently reach us through the contact page. A cosmetic-care consultation does not replace a medical examination.
Orders and delivery
Where is my order?
When your parcel leaves us, you receive an email with a tracking number and a link, so please check that email first. If it has not arrived or the tracking does not move, write to us from the address you used for the order and add your order number. How we dispatch and how long delivery usually takes is described in the Shipping Policy. Please never send us card details; we never need them to find an order.
My parcel arrived damaged, or a product has a defect. What now?
Write to us as soon as you can with your order number, which product it concerns and a short description. Photographs of the product, the packaging and the shipping label help us a great deal, but they are not a condition for us to deal with the case. A colleague takes it over personally and none of this shortens your statutory rights from defective performance. Please do not send anything back before we agree it with you.
Can I return a product I have already opened?
Opening the shipping box does not in itself restrict your statutory right to withdraw from the contract within 14 days. The hygiene exception applies only to goods supplied in sealed packaging if you have broken the seal after delivery and the goods are then unsuitable for return specifically for health protection or hygiene reasons. This is not a blanket ban on returning cosmetics; we assess each product and its packaging individually. If the exception does not apply, opening or using the goods does not automatically remove your right to withdraw, although you may be responsible for a reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. Write to us for instructions; statutory withdrawal does not require our prior approval. The Returns & Refund Policy distinguishes between the statutory 14-day withdrawal period, voluntary returns within 30 days and the separate first ritual guarantee. Your rights relating to defective goods and this guarantee remain unaffected.
Guarantee of the first ritual
If your first Patéa ritual does not suit you, write to us within 30 days of delivery. We will help you choose a different range and exchange the ritual, or we will return its value to you as store credit for your next order. Refunds themselves follow your statutory rights and our Returns & Refund Policy. One message to our contact address is enough and we will agree the next steps with you by email; you do not need to send an opened package back before we agree on it. The guarantee applies to a customer’s first order of a ritual and can be used once. It is a voluntary commitment on top of the law: it does not limit your right to withdraw from the contract within 14 days, your rights from defective performance, or anything in our Returns & Refund Policy.
Did not find your answer? Write to us.
