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FAQs

What we are doing about COVID-19:

The team is fully vaccinated and we are whipping up and shipping out all the delicious body care you could want!

Thank you so much for your support during the past year!

Warmly,

Alana and the E+B Crew

Call us anytime between 9:30 am - 4:30 pm PST at 844-457-8491 x 1. I will do my best to answer but I might be in the soap kitchen whipping up something new!


CUSTOMER SERVICE

How do I get a hold of Customer Service?
Call toll-free 844.457.8491, Monday - Friday from 9:30am - 4:30 pm 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 Express Checkout.

What about Sales Tax?
California Sales Tax will be charged to to all orders shipped to California addresses.

How much is Shipping?
We charge a flat rate of $7 for all US orders under $65. All US orders over $65 get free shipping! Shipping to Canada, Mexico and other International locations are charged based on USPS, DHL or UPS rates to those locations.

When will my order ship?
The E+B crew makes every effort to ship items within three to four business days. Someone from the team will contact you if there will be a delay. 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 $65. This does not include any sales tax or shipping charges. There is a flat $7 shipping rate option for all orders under $65.

Coupon Codes
Coupon codes are periodically sent out via our newsletter, sms list, 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.

ETTA + BILLIE'S SUBSCRIBE & SAVE 

You can now sign up for the Etta + Billie subscription to keep all your skincare favorites filled! You can choose between every two months, every three months or every four months. We’ll also give you 10% off just for enrolling in the subscription.

How do I sign up?
You first need to have an account on our online store. Simply head to www.ettaandbillie.com/account and sign up. From there, you can go to the product & scent you’re looking for and select ‘Subscribe & Save’ when you add to your cart. Select your frequency by clicking on the drop down button that says ‘Deliver every…”.

Can I add it to my cart with other items?
Absolutely! You can even plan to add more items to your shipment by logging into your account and setting up your next order. Go to Active Subscriptions, Add a Product, and then browse the Etta + Billie product selection to find the items you’d like to add.

Can I skip a delivery, edit my delivery date, or change the frequency of my delivery if I need to?
Yes! Simply log in to your Etta + Billie account and go to “Manage Subscriptions”. From there, click on Next Subscription, and at the bottom of the page (in small print) click on “Skip This Order” and adjust the delivery schedule as you need.

Can I cancel anytime?
Of course (we get it), all you have to do is sign in to your account and head to your account and go to the "Subscriptions" tab. Click on the product in your subscription and scroll to the bottom to "Cancel This Subscription". 


Need some more help?
We’re here for you. Send us an email to info@ettaandbillie.com with your question. We’ll get back to you as soon as we can!

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 7 days of receiving products. Please contact the customer service crew via email (info@ettaandbillie.com) or phone (844.457.8491x1, Mon-Fri 9:30am-4:30pm PST). Note that you will need to pay any shipping costs 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!

What do you do with my info?
See our Privacy Policy. We do not ever sell your information to any 3rd parties.

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. 

 

JUST CURIOUS

Are your products vegan?
Our products are not exclusively vegan but we do have a lot of options for vegans. Products are marked as vegan, plus, 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 since 2011 which has some pretty darn rigorous standards. They checked everything from ingredients, to cleaning products, 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? So 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 Gwyneth-blog style goop but really sticky-kind-of-gross-to-touch goop.

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