Can I cancel or change my order?
Nearly all items are custom made for you when you order so we cannot accommodate cancellations or scent changes if your order has begun processing. We can generally accommodate add-ons at any time prior to shipment, but it may increase your order turn around time.
Where is the soap???
Yes, I know it has been out of stock WAY too long! Honestly, I just haven't had the time and energy to make soap. But rest assured, it is a true love of mine and as soon as I can find a few extra hours I will get some batches made. If you have any special requests just let me know!
Do you have a newsletter?
Yes, we do! If you'd like to subscribe please copy and paste the following into your brower: http://visitor.constantcontact.com/email.jsp?m=1101493138109 Or you can send an email with the subject line "subscribe" to firstname.lastname@example.org. You'll be automatically added if you make a purchase, but you can always unsubscribe via the link at the top of each newletter. Our newletters run about once a month and always have coupons or promotions that are exclusive offers for subscribers.
Where can I purchase Julphia products?
You can find select offerings at www.magicalomaha.com, www.scentaddict.com, www.mom2moms.org and www.pampertini.com
All these sites carry a wonderful selection of other products so don't say I didn't warn you :)
When will my order ship?
All in-stock orders ship via USPS Priority Mail within 20 business days. USPS domestic delivery generally takes 2-4 days. Soap-only orders will ship sooner but many of the other products are made-to-order to ensure arrival to you at the peak of freshness.
Do you offer samples?
Certainly - three free samples are included in all orders. If you have a specific item you'd like to sample we will try our best to accommodate your request. Just indicate your preferences in the notes box when you check out or send an email to email@example.com with your order number and requests.
We've had an increasing number of requests for "mamples" too (samples for men) so if you'd like a special sample set to help your husband/boyfriend/significant other to understand your addiction to bath and body products we are happy to accommodate.
Why are some items now unavailable?
Our products are handcrafted in small batches to ensure quality and freshness so inventory is limited. What you order one week may be gone the next. We remove them from the site if they are out of stock or curing and will add them back on once ready for sale. Handmade soap requires a 4-6 week cure period to ensure the bars are mild, hard and long lasting. The saponification process is completed early in the cure period, but the added cure time makes for a better bar. Good things come to those who wait! If you have a scent you'd like us to stock all the time or a question about availability just drop us an email.
In addition, Ecrater does not have the capability to handle inventory balancing at this point. There is a slight (very slight) chance a product could be sold out by the time your order is processed. In this situation you will always be contacted to amend or cancel your order.
What are the shipping rates?
Due to the nature of the shopping cart, each item has a shipping fee based upon product weight . It is an estimate and not always accurate. However, the maximum you will pay for shipping within the US (including Alaska & Hawaii) is $9.60. If the shopping cart overcharges your order you will be issued a refund. If your order cost over $9.60 to ship we will pay the difference (domestic orders only). All orders are shipped from 20120, VA via USPS Priority Mail.
The is a flat rate option for orders to Canada. Orders under 20 lbs that fit into a USPS flat rate box will ship for $24.00 ($30 for bulkier orders). Actual cost will be charged for orders over 20 pounds or orders to bulky to fit in the flat rate boxes. You are responsible for any taxes, duty or customs fees.
Do you use animal products?
Yes, the only animal products we use are goat milk, beeswax, silk fibers/proteins, milk proteins, and honey. We use only top quality vegetable oils and butters in our products - no lard or tallow.
Why do my handmade soap bars vary in size?
All of our soaps are made in small batches by hand from start to finish. We hand cut each and every individual bar so until we perfect our cutting skills, each will be unique and vary in size and shape. All bars are at least 3.5 ounces but some are round or blocks, others traditional bar shaped. Some have smoothly planed edges, others characteristically rough. No conformity whatsoever - its all part of the fun of soap crafting!
How should I take care of my handmade soap to make it last?
Unlike most mass-market soaps, handmade soap contains glycerin and healthy amounts of it. Glycerin is a clear liquid that absorbs water from the air and is a key factor in keeping skin soft and healthy, therefore your handmade soap will retain more moisture than other soaps. To extend the life of your soap, place it in a well-draining soap dish. Keep unused bars stockpiled in a cool, dry place. Like a good wine, the longer it cures, the better it gets.
How do I pay?
We now accept both Google Checkout and Paypal. Google Checkout does require that you have an account - it is free and easy to open (you will receive a prompt to open account at checkout if you select that option). One benefit of Google is that you an input your promo codes directly as opposed to waiting for a revised invoice. Paypal transactions can be conducted with or without a Paypal account. If you do not have an account with either Paypal or Google and prefer to not obtain one, you can still pay using any major credit card (or debit card with credit card logo) via the Paypal checkout. Simply select "Paypal" from the drop down box on the payment screen, place your order and then when the paypal screen comes up select the link on the bottom that says "Don't have a PayPal account? Use your credit card of bank account." To use a debit card just click on the Visa or Mastercard (whichever logo is on your card). Payments via e-check generally take 4 business days to process so keep in mind that your order will not be shipped until payments have cleared.
Where is your scent list?
Scent lists are available on the product pages for those items that offer scent selections. If your favorite scent is not listed please email me at firstname.lastname@example.org so I can obtain it for you! Note that the scent list will NOT be displayed at checkout so please write down your selections for reference. Denote product type and scent selections in the notes section at checkout or email any notes to email@example.com. Google Checkout does not have a section for comments at this point so please email if you are using Google Checkout. If youd like the fragrance particularly strong or light please specify that as well. We are also happy to blend any combination of scents together if youd like a custom scent.
Note: Some scents will smell slightly different in soap as they will in other products. This is due to the chemical process that the soaps undergo during saponification.
Note: Vanilla notes may discolor bath and body products. Even scents that don't say vanilla can have vanilla notes in them. This may happen immediately or months later, to the entire product or just in select areas. If discoloration does discolor, it will usually turn a product light tan to a brown color, and sometimes even pink or lavender. It does not affect the quality of the product.
Note: Fragrances with a mint base will generally cause a cooling/tingling sensation when applied to body both in leave on and rinse off products. Some people love it and others dislike it. Please keep this in mind when making your scent selections. Those with sensitive skin may wish to avoid products containing mint scents.
What is the shelf life of your products?
Our products are made fresh to order and with minimal preservatives. We recommend they be used within 6 months of purchase. If you are having trouble using them up in that time frame, please bathe with a friend :)
How do I use my promotional code?
For % off or $ off - If you are using Google Checkout simply enter the coupon code in the appropriate field and the discount will be automatically applied.
At this time the shopping cart for Paypal does not accept discounts so please place your order as usual, putting your discount code in the comments section. You will receive a refund for the discount amount when your order is shipped.
Frequently, we will run promos that offer free items with purchase. Those codes are not programmed into Google, nor do you need to add the item to your basket. Just mention in the "notes" section for Paypal or email it if using Google Checkout.
Why is the store on hold?
We will occasionally put the store on hold if there is a sudden influx of orders. We like to keep turn around time as low as possible and this is an easy way to ensure we can get existing orders made and shipped out promptly. Of course, if you are ever in dire need of something just email us and we will do our best to help.
Am I paying for air pockets?
Rest assured that our non-liquid products are packed by weight rather than volume. Many of our products are whipped so there may be air pockets or settling occurring occasionally. We use 4 and 8 oz containers by volume but the weight of each product will vary. The fill lines for these is right under the screw portion but they are often filled to the very top. And no, there is absolute no charge for the air.
Do you ship internationally?
Please email firstname.lastname@example.org with any international shipping inquiries. We will certainly try our best to ship around the globe but it is often difficult to estimate shipping accurately for such orders. We ship exclusively via USPS Global Priority Mail. USPS offers a flat rate box for $39.00 and a larger one for $50 for orders under 20 lbs that can fit into the respective flat rate boxes to *most* of the world. This is a great option for international customers looking to stock up and we'll work with you to ensure your order fits into the flat rate box. Additional processing time may be needed for international orders. You are responsible for any taxes, duty or customs fees.
Shipping costs to Canada are estimates and subject to change once your order is packed and weighed. Canadian orders are shipped via Global Priority Mail. Canadians can now also take advantage of flat rate shipping of $24.00 for orders under 20 lbs that can fit into a USPS flat rate box.
Ummmm - why is there a creature in my order?
You are lucky! Occasionally Julian (age 4) will help tape boxes for outgoing shipments. Every now and then he likes to include a small toy - perhaps a frog, bug, cow, or other random creature. Toys are left to his complete discretion so consider yourself lucky if you've received one. We also try and include a little something if we know you have little ones at home as they deserve a little treat too. So do let us know if your little ones need a little something!
Can I get my products unscented?
Certainly, we are happy to provide unfragranced products. Some products may have a distinctive odor (for example those containing or shea butters tend to retain the natural scents in the finished product) so they are not fragrance-free per say. If you'd like to fragrance our products with your own oils and need supplies and recommendations on usage rates just drop us an email and we'll be happy to help.