FAQs

 

Due to high order volume our current order processing time is up to 17 business days. We are currently in the process of moving our production offices and appreciate your patience as we work through the order queue during the move!

 

Ordering & Payment

 

How do I pay you?

We accept all major credit cards (Visa, MasterCard, American Express and Discover), as well as PayPal and ApplePay. We are not able to accept PayPal "E-Checks" at this time. 

Orders shipping to Texas are subject to 8.25% Sales Tax.

 

Is my payment/account/user information secure?

Definitely. All transactions are secure and encrypted, and we do not store any of your payment information. 

Any information you provide during your order process is used only to fulfill your order, or to contact you about your order. Unless we are required to do so by law, we will never share any of your personal information with any third party. We promise.  

 

My order is a gift. Can you ship it directly to the recipient?

We would be happy to! You can specify a separate shipping address during checkout, and this does not need to match your billing name or address. If you'd like us to leave out the receipt, just let us know in the Notes section at checkout. 

 

If I place multiple orders can you combine them? If I want to place another order in the near future can you hold an order for me? 

We always make every effort to combine orders shipping to the same address.

If you are planning on making multiple purchases and would like for those to ship together, we are able to hold up to three orders for a maximum of 2 months (60 days). We are unable to hold ANY orders for longer than 60 days; if you have order(s) on hold, once the oldest order reaches the 60 day hold limit all of your open orders will be shipped.

If you have an open order and would like to combine it with a new order, please leave a note (or email us) including the order date and order number of the order(s) you would like to combine. During busy shipping seasons (holidays, during sales or new releases, etc) we cannot guarantee that we will be able to accommodate combined shipping, but we will do our best! In the event that we do combine your orders, any excess shipping charges will be credited back to you once your combined order has shipped. If you have multiple orders that were combined and haven't received a refund for excess shipping charges within 5 business days of your shipping confirmation, please drop us a note and remind us! Please do note that occasionally a combined order may need to ship via Priority Mail due to First Class weight limits. In this case, you will receive any balance between your shipping costs paid and the actual shipping rate, if applicable. 

If you have placed multiple orders and do not wish for them to be combined (e.g. for customs purposes), please do let us know. We ship in batches by order date, so unless you have asked us to hold an order or made prior arrangements, we may not be able to combine orders placed more than 24 hours apart, especially during periods of higher order volume. Thanks for your understanding! 

Any shipping refunds (due to combined orders or shipping overages) are processed manually. Please allow 2-3 business days for us to process your shipping refund if applicable. 

 

I placed an order but I need to change something. Can I do that?

Depending on what you need to change, we may need to cancel your first order and have you place an updated order. Just get in touch and we'll work it out. Once your order has been prepared for shipment it cannot be canceled or altered, so please let us know as soon as possible (within 24 hours) if you need to cancel or make any changes.  

We ask that you request any order cancelations within 24 hours of your order being placed; after 24 hours, your order may already be in the queue and/or being prepared for shipment. We reserve the right to refuse future orders from customers who habitually cancel orders. 

If you'd like to add an item to an order you've already placed, you will need to place a second order for any additional product(s). Depending on our order volume and the time between both of your orders, we may be able to combine your orders into a single shipment at your request. We unfortunately cannot manually add additional items to orders that have already been placed. 

 

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Shipping & Processing

 

When will my order ship, and how long will it take to get to me?

Check the banner at the top of this very page for our current processing/turnaround time (it's also listed on the Home page). All turnaround times are listed in business days. Business days are Monday - Friday, and do not include weekends or holidays. The day you place your order is not included in the turnaround time (it is "day 0." If your order was placed on Thursday, Friday would be the first day of the processing time, for example. Orders placed on weekends or holidays will be processed the following business day. For example, for an order placed on Saturday, the order would be processed on Monday, and Tuesday would be the "first" business day). Please make sure to check the current turnaround times on the day you place your order, as we do occasionally need to update this during periods of high order volume. You can also check out our Processing Times page for updates. This page is updated frequently during periods of higher order volume (sales, new releases, etc.) and includes a more detailed view of our order queue. 

Our posted processing time is an estimate of the amount of time it could take for your order to ship. Most orders do ship well before this estimate, but please be mindful of our posted timeframes and plan accordingly if you might need your order before a specific date. All of our products are made in small batches, and many of our products are bottled to order. 

All items are shipped via USPS. Shipping times vary based on your location, but most US orders typically arrive within 2-5 business days after shipping. For international orders, please allow up to approximately 3-4 weeks, as shipping times vary greatly depending on your location. You’ll receive a shipping notification with tracking information as soon as your order is on its way to you. Please note that tracking works a bit differently for many International orders, and is not exactly "tracking" but "Delivery Confirmation." You may see your tracking information update until the package reaches your country, then not receive further updates until delivery. This is normal. 

 

How are shipping fees calculated?

Shipping rates are calculated based on the total weight of your package (this includes the item itself, its packaging, and the packing materials used to keep your item safe in transit).

Please keep in mind that bath & body and home fragrance products can weigh substantially more than fragrance items. Many domestic orders containing Bath & Body products or wax products must be shipped via USPS Priority Mail, which is why you may notice a higher shipping price for these items. USPS' weight limit for First Class packages is 15.9oz. If your order is right at the weight limit, we may be able to ship your order First Class. Any shipping difference greater than $1.00 will be refunded to you after your order has shipped.

All domestic (US) orders over $100 ship free. The $100 free domestic shipping threshold must be reached with a single order (if you are holding multiple orders to ship together, we cannot offer free shipping unless at least one of your orders meets the $100 threshold). 

 

My tracking number just says "Shipping Label Created." Does this mean that my order hasn't shipped?

You'll receive a shipping notification with an assigned tracking number as soon as we print your shipping label (or very shortly afterward). Once your label is created, your package will be picked up by USPS within approximately 24 hours during USPS business hours. Occasionally, USPS does not scan in a package as soon as it is received. In these cases, you may notice the "Pre-Shipping" status on their tracking site after your package has been handed over to the postal system. Typically, this just means that the package was not scanned, but should still be delivered on its normal schedule; it will likely be scanned once it reaches its destination, or at some other location along the way. During holidays or periods of heavy mail traffic, some packages may experience delays at the USPS sorting centers, or may not be scanned regularly (or at all). Unfortunately, this is not something we are able to control or remedy. If your order is more than one week past its "shipping label created" date and your tracking number has never updated, please get in touch with us and we will be happy to work with you to figure out what happened! 

 

I think my order may have been lost in the mail. What should I do?

Please be aware that USPS routinely faces delays of up to a week (5-6 business days) during busy shipping seasons, around the holidays, and during periods of inclement weather. This means that, occasionally, tracking numbers may not update regularly or at all, or USPS' delivery date estimates may not be met. This is unfortunately not something that we are able to control or remedy, and most packages are delivered safely, albeit a few days behind schedule. If your tracking number stalls and has not updated in more than a full week, please get in touch and we will be happy to assist in any way that we can. 

Occasionally an order may be shipped back to us. This doesn't happen often, but it usually occurs when there's been an error with the address entered at checkout (such as a typo). Please check your order confirmation carefully and alert us right away if you need to make any changes to your shipping address. If an order is returned to us due to an incorrect shipping address entered at checkout, we will be happy to re-ship it to your updated address, but please be aware that you will be responsible for any additional shipping costs in this case. 

 

My tracking number says "Delivered" but I didn't receive my order. What do I do?

The most common reason for this is that the package was "delivered" to your local Post Office and is waiting for you to pick it up. Call or visit your local Post Office branch (the branch in your Zip code or the office that handles your mail route, do not call the national USPS toll-free number) and they will be happy to assist you. Most delivery scanners used by USPS contain GPS information, so if a package was delivered to an incorrect address (such as to a neighbor's house) by mistake, your carrier may be able to recover it for you after you speak with your local Post Office. 

In the event that your package was marked Delivered but was misdelivered or lost by the postal service, we will do our best to assist as much as we can. We are unfortunately unable to offer refunds for orders that were marked Delivered by the carrier, but we may be able to replace all or part of your order, depending on available stock. 

 

Will I be charged customs fees for my International order? How much? 

International buyers are responsible for any additional customs fees or taxes that may apply to their shipment. We CANNOT label your international order as a “Gift” for customs purposes or misrepresent your order value in any way — this is against the law — and we CANNOT be responsible for any shipping delays caused by customs, as these matters are completely out of our control. Fragrance orders will be labeled as “Body Oils” on the customs declaration sheet. 

Customs fees vary based on your location and the value of the items that you ordered. You may have luck checking out a site like dutycalculator.com to estimate any fees. 

We cannot be responsible for any delays, damage or seizure of any items during the Customs clearance process. Please be aware of your country's unique policies regarding shipping fragrance and cosmetics items prior to ordering. Once a shipment has reached the customs clearance phase we are unfortunately unable to step in or assist the process in any way whatsoever, and we unfortunately cannot replace or refund orders that were damaged, opened, seized, or delayed by customs. 

 

I need my order really quickly. Do you offer a rush service? 

Unfortunately, this is not something we are able to offer at this time. If you are concerned that an order may not make it to you in time for a specific deadline, please do get in touch with us prior to placing your order and we will be happy to see if there is any way that we can help. 

 

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Returns & Exchanges

 

What is your return policy?

For hygiene reasons we CANNOT accept returns on any fragrance or bath & body product. We strongly encourage you to purchase SAMPLES prior to committing to a full size product. Fragrance is highly subjective, and what smells wonderful on one person may not work for someone else. Samples are a great way to find out what works for you without investing in a full size product. Due to the nature of the products we sell, all items are considered FINAL SALE. 

 

My order arrived broken/damaged, or missing items. What should I do?

In the event that any portion of your order is damaged or broken during transit, please notify us immediately and save all packaging. We will need to provide a photo of any damage when filing a claim with the shipping carrier if applicable. 

We do our best to ensure that all packing slips are checked (and double checked) before your package goes out, but in the unfortunate event that we miss an item from your order, or send an incorrect item, please let us know immediately and we will gladly get any missing items to you right away!

Due to the seasonal nature of many of our products, we ask that you notify us within 3 days of receipt of your order of any damaged items, shortages or errors so that we can get any replacements out to you as quickly as possible. 

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Product Info & Ingredients

 

Are your products vegan?

Our perfumes and perfume oils, with the exception of certain fragrances that list “honey” in the notes, are vegan. All non-vegan fragrance items are clearly marked as such in the product description.
Our hand & body lotions contain silk amino acids, and are not vegan.
Our hair care products and whipped soaps are vegan. 
Sugar scrubs contain white sugar which may be refined using non-vegan processing methods, or on equipment that is used for other non-vegan processing. Although we make every attempt to purchase organic sugars, we cannot always guarantee the source of each batch we receive, due to supplier availability. 

We do not purchase from any supplier who tests on animals. 

 

What's in this stuff?

Perfume Oil Ingredients:
Rice Bran Oil; proprietary blend of fragrances, essential oils, resins, attars, and/or absolutes. 

Perfume Oils contain 35-50% fragrance concentrate.

Parfum Ingredients: 
Premium perfumer's alcohol (200 proof); 
proprietary blend of fragrances, essential oils, resins, attars, and/or absolutes.

For EdPs shipping outside the U.S., Isopropyl Myristate may be substituted for some or all of the Perfumer's Alcohol. This allows fragrances to be safely and legally shipped overseas without the huge price increase of surface mail, and does not affect the use of the product, although it may appear slightly thicker than perfumer's alcohol (it is still sprayable, and can be used in the same way as a regular EdP).

Parfums contain 40-50%+ fragrance concentrate.

Hand & Body Lotion Ingredients:
Deionized Water, Grape Seed Oil, Avocado Oil, Caprylic/Capric Triglyceride, Emulsifying Wax NF, Glyceryl Stearate, Jojoba Seed Oil, Shea Butter, Aloe Barbadensis Leaf Juice, Stearic Acid, Tocopherol (Vitamin E), Silk Amino Acids, Glycerine (Vegetable Origin), Sorbitol, Cyclopentasiloxane, Phenoxyethanol and Caprylyl Glycol (Optiphen®), Methyl Cellulose, Allantoin, Fragrance

Texturizing Sea Salt Hair Mist Ingredients:
Purified Water, Aloe Vera Gel, Dead Sea Salt, Coconut Oil, Epsom Salt, Marshmallow Root Extract, Polysorbate 20, Fragrance Blend, Liquid Germall+ (preservative)

Detangling Hair Mist Ingredients:
Purified Water,  Aloe Vera Gel, Vegetable Glycerin, Marshmallow Root Extract, Polysorbate 20, Fragrance Blend, Liquid Germall+ (preservative), Vitamin E

SuperNatural Hair Serum Ingredients: 
Argania Spinosa (Argan) OilPersea Gratissima (Avocado) OilCamellia Oleifera (Camellia) Seed OilLimnanthes alba (Meadowfoam) Oil, Simmondsia Chinensis (Jojoba) Seed Oil, Fragrance Blend, Vitamin E

POLISH Sugar Scrub Ingredients: Sucrose (sugar), Persea Gratissima (Avocado) Oil,  Butyrospermum Parkii (Shea) Butter, Cucurbita Pepo (Pumpkin) Seed Oil, Cetearyl Alcohol (and) Polysorbate 60, Stearic Acid (vegetable origin), Fragrance blend, Soy wax, Phenoxyethanol (and) Caprylyl Glycol

RITUAL Whipped Soap Ingredients: Sodium Cocoyl Isethionate, Cocamidopropyl Betaine, Vegetable Glycerin, Sorbitol, Aloe Barbadensis (Aloe Vera) Leaf Juice, Purified Water, Persea Gratissima (Avocado) Oil,  Butyrospermum Parkii (Shea) Butter, Stearic Acid (vegetable origin), Fragrance Blend, Phenoxyethanol (and) Caprylyl Glycol (and) Sorbic Acid

 

How should I store my products? Will they ever go bad or expire?

Much like vampires, perfume oils prefer the dark, and should be stored away from direct sunlight or sources of extreme heat. Provided you store them safely, you can expect perfume oils to last around 2 years (usually longer) before ingredients may begin to weaken or break down.

Any fragrance that contains citrus essential oil may have a slightly shorter shelf life -- however, this does not mean that the fragrance will "go bad" in the traditional sense; the citrus notes may simply change or weaken over time. This is true of any natural citrus-based note, and is not specific to our fragrances. 

We recommend that hand & body lotions and hair care products be used within approximately 1 year of their purchase date. SuperNatural Hair Serum glass bottles should be stored in a dry area away from sources of heat or direct sunlight and should be used within approximately 18 months of purchase. Sugar scrubs and whipped soaps will keep for up to 12 months, but it is recommended to use them within 6 months after opening the jar. 

 

Some of my fragrances have little pieces of "stuff" in the bottle. What is this? 

Several of our fragrances use natural oils, resins or absolutes that are partially solid at room temperature. This can cause varying amounts of solid or sometimes "cloudy" material to settle at the bottom of your bottle, and this is perfectly normal. You will simply want to give your bottle a gentle shake before applying, to allow the ingredients to mix and mingle as they were intended. Some of these fragrances (especially ones that contain cocao/chocolate, vanilla or benzoin notes) may also leave small solid flecks or particles when mixed with lotions and other bath & body products. This is also perfectly normal. 

 

Are there any safety precautions?

All of our fragrances use natural essential oils in varying amounts, and some essential oils are not recommended for women who are pregnant or nursing. Please use caution and consult with your doctor before using any product containing essential oils if you are pregnant, nursing, or have known or suspected allergies or sensitivities to any of the ingredients listed. Any descriptions of essential oil ingredients are not intended to diagnose, treat or prevent any disease or medical condition. We are not doctors, and we mix fragrances, not pharmaceuticals : ) 

Always keep fragrances away from children and pets, and discontinue use if you believe you may be allergic to a perfume or cosmetic. It is always good practice to apply a patch test of any new perfume or cosmetic, to ensure that you don’t have any allergies or sensitivities to included ingredients. Products are for external use only; do not apply to broken skin, in your nose, mouth, or eyes (or other bodily openings), and certainly don’t drink it. Perfumes containing natural citrus oils may increase your sensitivity to sunlight. If you are a vampire, this should not concern you; mortals, on the other hand, should use caution when wearing any perfume containing citrus essential oils in situations of prolonged sun exposure. 

We do not use “tree nut”-based carrier oils in our perfume oils, however our products are blended in an environment that may contain traces of various nut oils. Our SuperNatural Hair Serum contains Argan Oil, which is nut-derived. Please be mindful of this if you have nut allergies.

 

What are the differences between alcohol-based and oil-based fragrances? 

Oil-based fragrances wear closer to the skin than alcohol-based fragrances. Perfume oils are applied by hand to your pulse points (wrists, crooks of elbows, chest, neck and behind the ears) for a soft "halo" of scent that does not project much farther than whispering distance. Alcohol-based fragrances are stronger and offer a larger projection radius. If you prefer a stronger, more powerful fragrance that can fill a room and be noticed by those around you, you may prefer alcohol-based fragrances; if you prefer a more subtle, personal fragrance, perfume oils may be your best choice. 

 

Do you offer custom fragrances or private labeled products?

We do offer signature/custom fragrance commissions on a limited, appointment-based schedule. You can learn more about these services right here. We are currently NOT accepting new bookings for custom fragrances, but are happy to place you on our waiting list. 

At this time we do not offer private labeling services, but if you're interested in working together on a special project, please reach out and we will be glad to discuss your ideas!

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Everything Else

 

Do you offer wholesale?

We do partner with distributors and stockists on a limited/case-by-case basis, so feel free to get in touch if this interests you. 

 

Do you offer a blogger discount or free review products?

We do not offer a blog or review pack, and we are unfortunately unable to accommodate requests for free or discounted products in exchange for reviews or to use in giveaways (or for any other reason). Our sample packs are reasonably priced, generously sized, and offer a convenient way to sample several of our fragrances to get an idea of what we’re all about.

 

Do you include free samples with orders?

While we cannot guarantee that every order will receive a free sample, we do our best to include them in most regular-priced orders, subject to availability and stock on hand (during seasonal releases, sales and periods of high order volume we do sometimes run out and need to use all available stock to fill existing orders). When included, our free samples are smaller vials that include enough product for 2-3 test applications (approximately .5ml). Samples are randomly selected; while we will make every effort to honor a request for a specific fragrance, we are unfortunately unable to guarantee availability. In cases where we do run out of our small samples, we are usually able to substitute samples for candy or some other special treat :) 

 

Are you hiring?

We do often need seasonal, part-time help with packaging, order and inventory management. If you're located in Dallas and interested in being placed on the list, please get in touch! 

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