Most questions on this forum get answered by another member before a moderator ever sees them. That is the point. But when a batch goes wrong, a delivery is late, or you cannot find a thread that matches your hair type, here is the honest picture of how to reach us and what to expect back.
The fastest route for recipe trouble. Say what you mixed, the ratios, and what the batch did. Threads on flaxseed gel that turned stringy or shea that went grainy usually get a reply the same day.
Typical reply time: a few hours, longer on weekends.
Use this for account problems, a thread that needs moving, or sourcing questions about raw materials in Johannesburg, Cape Town or Durban. Include your hair type and the ingredient you are stuck on.
We read mail on weekdays and aim to answer within two working days.
Best for anything time-sensitive, like a bulk order or a supplier question you need settled before the weekend. Keep it short and have your notes in front of you.
Weekdays, 09:00 to 16:00. Outside those hours, leave a message.
Check the pinned threads first. Storage advice, hard water rinses for Gauteng, and the ingredient swap list cover a large share of what people ask. If your question is still open after that, send it through and we will point you to the right thread or answer it directly.
Not every mix problem belongs in a public thread. If your flaxseed gel split overnight, your rinse ratios need a second pair of eyes, or you want a starter recipe matched to your hair type before you buy anything, reach the moderators directly. They answer in the order messages arrive and usually come back with a swap or a storage note rather than a sales pitch.
313 Kagiso Squares Suite 584
Oliverberg, LP 2743
Raw material orders and batch swaps are collected here. Bring your own container if you are picking up in person.
+27(51)8431118
info@jillsorganicformula.com
Send a photo of the batch and the ratios you used. It is much faster to spot what went wrong than describing it in words.
Messages that land after hours get read the next working morning. Forum threads keep running in the meantime.
Recipe and ratio questions go to email, where you can attach a photo of the jar and the note card you worked from.
Stock, collection and delivery around Johannesburg, Cape Town and Durban are quicker over the phone during trading hours.
Anything that helps other members, like a hard water fix or a shea swap, is better posted in the forum so it stays searchable.
Most questions on this forum come down to the same few things: a gel that went stringy overnight, a rinse that left hair chalky, or a jar in the fridge with no date on the lid. If you cannot find your answer in the threads, send a short note with your hair type, the water you use and the exact ratios you mixed. A moderator or a member who has already ruined that same batch will usually reply within a day or two.
Tell us what you were trying to make and what actually happened. Photos of the jar help more than a description. If an ingredient is out of stock where you live, say so, and we will suggest a swap that behaves the same way.
One message a week at most: a recipe worth trying, a fix for a common flop, and a note when a raw ingredient is hard to find. No before-and-after hype.