FAQs

CUSTOMER SERVICE

How do I get a hold of Customer Service?
Call toll-free 844.457.8491, Monday - Friday from 9am - 5pm PST to talk to a real human. Please note that this is a small company! So if someone from our customer service crew doesn't pick up, please leave a voicemail. Someone will get back to you within 24 hours (on business days). You can also email info@ettaandbillie.com.

PAYMENT + SHIPPING

Payment
All credit cards/debit cards are accepted (Visa, Mastercard, American Express, Discover, yes, even Discover) along with PayPal.

What about Sales Tax?
California Sales Tax of 8.5% will be added to all orders shipped to California addresses. 

When will my order ship?
The E+B crew makes every effort to ship items within three business days. Someone from the team will contact you if there is a delay with your shipment. If you need your products sooner rather than later, choose overnight and 2nd Day shipping (pricey but they get the job done).  These shipping options are available when you check out.

How much do I need to spend to get free shipping?
Free shipping is available for all orders over $75. This does not include any sales tax or shipping charges. Not ready to kick down $75? No problem. There is a flat $5 shipping rate option for all orders under $75.

Why is shipping so pricey?
Make sure you've chosen USPS shipping rather than UPS as your shipping option. That should reduce the cost immediately, depending on how much product you've ordered. Another reason shipping can get pricey, E+B items are heavy! My bars are a very meaty 4.9 oz plus the lotion, body oil and body wash is packaged in glass containers because it's better for the integrity of the product and the environment. All of these factors contribute to the price of shipping.

Coupon Codes
Coupon codes are periodically sent out via our monthly e-newsletter, on the homepage or through various social media accounts. These coupon codes are only valid for one-time use per customer. You must meet all purchase requirements stated to receive a discount or promotional offer. Coupon codes cannot be combined with any additional sales or promotions.

REFUNDS ETC.

Cancellation Policy
Minimum 24 hours notice of cancellation required. E+B is a small company so the crew and I appreciate you letting us know as soon as you can if you need to cancel an order. You can notify us via email or phone, and we'll confirm the cancellation via email.

Refunds
Due to the nature of natural skincare products, refunds or exchanges are only accepted on unused and unopened product within 5 days of receiving products. Please contact the customer service crew via email (info@ettaandbillie.com) or phone (844-457-8491). Note that you will need to pay shipping related to returning or exchanging items.

Termination of Agreements
Etta + Billie has the right to terminate a transaction for any reason, at any time so please remember the golden rule - treat those the way you wish to be treated.

JUST CURIOUS

Are your products vegan?
Our products are not exclusively vegan but we do have a lot of options for vegans. All our ingredients are listed on the product page so you can double check what works for you. 

There's a lot of "greenwashing" out there. Are your products really "green"?
Yep, E+B has been certified by the city of San Francisco's Green Business Program which has some pretty darn rigorous standards. They checked everything from ingredients to what kind of paper goes into our printer. You can check up on the certification here.

How do you make soap?
The short answer is that soap is made by mixing a fatty acid (oils) with a base (alkali or lye + h2o). These components chemically combine to form soap! All soap bars are cured for a minimum of 4-6 weeks to ensure a hard, long-lasting, mild bar of soap.

Does that mean that there is lye in your soap?
No. Lye (aka Sodium Hydroxide for you chemistry buffs out there) is needed to make any form of real soap (synthetic detergents are a whole other ball game). By the time the chemical reaction between the oils and the lye is complete, there is no lye in the final bar of soap because it's turned into soap. Isn't science great?

Why choose handmade soap?
Handmade soap is just better. Commercial soaps are generally made in giant batches (we're talking like 10K bars at a time) with a combination of synthetic detergents, stabilizers, fragrances and, occasionally, surprisingly, real soap. The chemicals used can be very harsh and irritating to the skin. Our soap is the complete opposite. It's made in small batches, by hand, with care, using really incredible ingredients like certified organic cocoa butter from Peru and bergamot oil from Italy. Think of it this way, would you rather eat a cake from a great local bakery or a pre-made packaged cake off aisle 8 at the grocery store? They taste completely different right? The choice seems pretty simple to us.

What can I do to make my soap last?
If you want your soap to last longer, be sure to keep in a place within your shower or bathroom where there is excellent airflow so it can dry completely between uses. If constantly stays wet, it will turn into goop. And not the cool Gwenyth-blog style goop but really sticky-kind-of-gross-to-touch goop.

ETTA + BILLIE

How do you say, Etta + Billie?
Etta + Billie is pronounced "Etta and Billie", think of your 4th-grade math teacher reading a math equation out loud (how many animals do we have all together if there are eight rabbits and six guinea pigs).

Is your company named after the great jazz singers Etta James and Billie Holiday?
Surprisingly, no. I named the company Etta + Billie after my Grandma Etta and Grandma Billie. They were some pretty kick-ass ladies who taught me all about being adventurous, doing what you love and loving unconditionally. I do think Etta James and Billie Holiday are pretty great though. 

What do you do with my info?
I will not sell, share, or rent your personal information to any third party or use your e-mail address for unsolicited mail. Any emails sent by Etta + Billie will only be in connection with the provision of agreed services and products (i.e. you bought something so we send you a confirmation).