FAQs

FAQs

General

Are the products suitable for my hair?

All our products are suitable for your hair, no matter its type. ROOTS has been carefully designed and tested to address major scalp-related issues. Please note that if you have blonde hair, Ayurvedic powders may slightly darken its tone.

How often should I use these products ?

This is an entirely natural treatment that can be used year-round at your preferred frequency.

However, we recommend using our products as a treatment for 2 to 6 months per year, 1 to 2 times per week. After that, use them occasionally for the rest of the year, for example, 1 to 2 times a month.

Can I continue using chemical treatments while using these products ?

Yes, it is possible to continue using chemical products such as shampoo or coloring conditioner. This will not affect the effectiveness of our products. However, it is recommended to avoid overly abrasive products, such as bleaching agents or products containing sulfates.

Why do the serums have a distinct or strong scent ?

The Growth Hair Serum and the Intense Repair Hair Serum contain neem oil. Although equal quantities of other oils are included, neem oil tends to dominate. Our products are free from chemicals and artificial fragrances. The essential oils we use are sometimes not enough to completely mask the natural scent of certain oils. This is also true for the Growth Hair Booster, which has a fairly strong smell due to the presence of garlic. Don’t worry—the scent disappears after washing. When applied in small amounts to the lengths, the smell is not noticeable throughout the day either.

Why does my scalp feel itchy after applying the products?

The first reason is that going natural with your hair involves a more or less lengthy **detox** or **withdrawal** period.

These reactions are completely normal as the scalp eliminates chemical substances that have been harmful to it. To ease the process, try using more oil treatments (up to 3 times a week), especially Roots Ayurvedic Powder Shampoo.

The second reason is that your hair is growing. Yes, as it pushes through the scalp, it can cause a bit of tingling. This is completely normal and a great sign!

Can I use these products on my skin ?

Yes! Our products are entirely natural and are also well-loved by the skin. However, we recommend performing a patch test on the inside of your wrist beforehand.

What is the difference between the Hair Growth Serum and the Hair Growth Booster ?

The Hair Growth Serum contains 10 oils in equal proportions. All the ingredients in these two serums work synergistically as essential solutions for scalp-related concerns. To maximize their effectiveness, they were separated to ensure an optimal quantity of each ingredient, allowing you to fully benefit from their individual properties. Used alone, they are very effective—together, they accelerate hair growth even more!

re the ingredients fully natural and organic ?

All our ingredients are natural, and 98% are sourced from organic farming. All our oils are virgin and cold-pressed, ensuring the quality and effectiveness of our products.

Who produces the serums and hair treatments ?

All products are handcrafted by the founder of ROOTS in the ROOTS workshop in France.

What is the origin of the ingredients and packaging?

To minimize our environmental impact, ROOTS has partnered with French, German, and Spanish suppliers for its packaging, as well as for most of its oils. Unfortunately, Ayurvedic powders are not produced in Europe and are therefore sourced from India, Egypt, and Morocco.

What led ROOTS to specialize in scalp care ?

Because everything starts at the root.

FAQs

My orders

How can I place an order ?

Start by adding the desired items to your cart, then proceed to checkout by following the steps one by one. Enter the necessary delivery information, select your preferred delivery method, and apply a promo code if you have one. Finally, move on to the payment step to complete your order.

After placing your order, you will receive a confirmation email.

How can I apply my promo code ?

Promotional codes allow you to enjoy a discount or another promotion when placing an order on our website. Here’s how to redeem your discount:

1. Select the products you wish to order from our online store.

2. Proceed to your cart. Click on "discount code" located to the right of your personal details under the order summary (on desktop), or at the top of your personal details under the order summary (on mobile).

A promotional code can also be applied on the delivery and payment pages.

3. Enter your promotional code in the field provided, then click the right arrow or press the Enter key on your keyboard.

A confirmation message will automatically appear on your screen with your discount applied.

What payment methods are available?

Credit cards: Visa, Eurocard, Mastercard, Amex, Apple Pay.

PayPal

Is my payment information secure on your website?

Your payment is processed through Shopify's Stripe platform, which is fully secure. Your data is encrypted and cannot be accessed or hacked. Stripe collects the payment and transfers it to us, which is why you may see their name appear on your statement regarding the payment for your order.

How do I cancel or edit my order ?

Contact our customer service team from 9 a.m. to 6 p.m., Monday to Friday.
Email: contact@roots-shop.fr
Phone: +33 9 51 86 52 61

If your package is already being prepared, it is not possible to cancel or modify it. In this case, you can refuse the delivery when presented by the carrier.

Once we receive the package, the refund will be processed within 4 to 5 business days.

How can I confirm my order was placed ?

After your purchase, you will receive a confirmation email detailing the product(s) you ordered along with the corresponding order number.

Where can I access my purchase invoice ?

Your invoice will be sent to you by email at the address you provided in your contact details.

FAQs

Delivery & Returns

What are the delivery times and costs ?

Please refer to our delivery policy for more details.

What countries do you ship to?

We primarily deliver to mainland France, Belgium, Luxembourg, Switzerland, Germany, and Spain. For more information, we invite you to visit our delivery policy.

Am I liable for any additional taxes ?

No additional taxes are required for France and European Union countries.

For other countries, you may be subject to duties and taxes. These are collected by the destination country when the package crosses the border. Customs fees are not the responsibility of ROOTS. Customs policies vary by country. For more information, please contact your local customs office. You are responsible for the importation of products, so it is important to comply with the relevant laws and regulations. Your package may be opened and inspected at the border by customs authorities for security reasons.

What precautions should I take when receiving my delivery?

Order received.
1) Check your package in the presence of the delivery driver.
2) Refuse the package if it is damaged, reconditioned, opened during transport, or if any item(s) are missing, etc. Feel free to inspect the contents in the presence of the driver or postal clerk.
3) If needed, contact our customer service team from 9 a.m. to 6 p.m., Monday to Friday.
Email: contact@roots-shop.fr
Phone: +33 9 51 86 52 61

How can I return my package ?

You can inform us of your intention to return your order within 14 days of receiving it. We accept returns of unopened, unused products only. Return shipping costs are the sole responsibility of the customer.

For more information on this, please contact us by email at: contact@roots-shop.fr

I still haven't received my order.

Order marked as delivered but not received.
1) Check the delivery address provided.
2) Check if you have a delivery notice in your mailbox or with your neighbor.
3) Contact our customer service team from 10 a.m. to 6 p.m., Monday to Friday.
Email: contact@roots-shop.fr
Phone: +33 9 51 86 52 61

Customer Service :

If necessary, you can contact us using the following details:

Email: contact@roots-shop.fr

Phone: +33 9 51 86 52 61

Our after-sales service is available for any questions and order follow-ups.

Commercial solicitation is strictly prohibited.