Frequently Asked Questions

HOW TO PURCHASE LATHER PRODUCTS

We have four options for purchasing LATHER products:
1. Online at LATHER.com
2. Buy online, pick up in store or no-contact pick up
3. Buy over phone, pick up in store or no-contact pick up
4. In-store shopping 

How to purchase LATHER products wholesale?

We now have a wholesale portal for easily purchasing products for your business or for corporate gifting. Please go to our Wholesale FAQ to learn more.

 

COMMON QUESTIONS

What safety precautions have you implemented?

We are committed to implementing the highest of standards and are taking the necessary steps to help promote safety and wellness for our teams and communities. For more information please visit our Store Reopening Update page.

How can I edit my shipping address?

If you notice a mistake in your shipping address, please notify us right away at customercare@lather.com. Please include the updated address in the email. We will do our best to change the shipping address if the order has not already shipped. Addresses cannot be changed once a shipping label is created. Please double check shipping address before submitting your order.

Can I return a purchase to the store?

If you are unsatisfied with any LATHER purchase, you can bring it into our store, and we will gladly issue an exchange or store credit with the original receipt. We do NOT offer cash refunds. 

 

MY ACCOUNT

How do I create an account?

Creating a LATHER customer account allows you to store billing and shipping information so that you do not have to enter it every time you place an order.

Please note that LATHER does not store credit card information for your security. You can also keep track of all purchases made while logged into your account. To create an account, simply enter your information here.

How can I recover or change my password?

If you have forgotten your password or need to change your password, go to our account page and click "reset my password". You will need to enter the email address associated with your account and click the submit button. After clicking the submit button, you will be emailed a “reset password” link along with direction as to how to recover or change your password.

 

ORDERS

How can I check on the status of my order?

You should receive a confirmation email once your order is placed and then again once your package has shipped.  The second email will contain any tracking information you need to keep an out for your LATHER emails. Please make sure you add info@lather.com to your address book to ensure you receive our emails.

Can I cancel my order?

When an order is placed on lather.com we begin processing the order immediately to ensure prompt delivery. We're unable to cancel or change an order once it's submitted.

I forgot to enter a promo code on my recent order, can I apply it now?

Depending on the status of your order, we may be able to retroactively apply a promotional code to your order. Please contact customercare@lather.com

 

SUBSCRIPTIONS

How can I edit or cancel my subscription?

Login to your account on the LATHER.com website. From there go to the Manage Subscriptions menu option on the left side of the page to manage your subscription.

 

SHIPPING, PICK UP ORDERS, & BILLING

My order is over $65, why am I being charged for shipping?

Orders that total (after discounts and promotional codes have been applied) $65 and above will qualify for free standard shipping. Orders that fall below the $65 threshold will automatically add a shipping charge.

Where does LATHER ship to?

LATHER offers free shipping of online purchases of $65 or more within the contiguous U.S. No code needed.

We offer shipping of online purchases to the U.S., Canada, India, Australia, New Zealand, Japan, Taiwan, Hong Kong, and Singapore addresses only. The customer is responsible for all taxes and import duties, taxes and brokerage fees (if any). These fees may be charged to you when your package reaches the Canadian border (these fees are not included in the shipping that we charge you). *Please note that we ship Monday-Friday only during normal business hours. Any order placed during non-business hours will be processed the following business day. Orders will not ship over the weekend.

Take a moment to review our shipping and return policy.

What stores are available for pick up and buy online, pick up in store?

No contact pick up is available at our Pasadena, Long Beach, Phoenix and Fairfax stores. To place an order by phone, call the store - please find store phone numbers on our store locations page. Please visit our store locations page for more information. To place an order online to pick up in store, simply select the pick up in store option at checkout.

What products are available for pick up?

Products available for no contact pick up vary by store location. The LATHER team member who helps you place your phone order can inform you of what is available at your specific location. For buy online, pick up in store, if an item you want is not in stock at your preferred store, that store will not show as an option at checkout. 

What hours can I place a pick up order?

Pick up order is available during regular store hours for stores that offer store pick up. Please visit our store locations page for more information. If you place an order for pickup on a day when the store is closed, your order will be ready on the next day that the store is open.

What do I do when I arrive at the store for pick up?

Please call the store phone number when you arrive and an associate will bring your order out to you. 

Am I able to change my pick up location after I've placed my order?
Unfortunately, we are not able to change up pick up locations after order has been confirmed. 
What forms of payment do you accept?

We accept all major credit cards, Amazon Pay, ShopPay, AfterPay, Klarna, and Paypal. Please note that all values on our site are listed in US dollars.

How can I edit my shipping address?

If you notice a mistake in your shipping address, please notify us right away at customercare@lather.com. Please include the updated address in the email. We will do our best to change the shipping address if the order has not already shipped. Addresses cannot be changed once a shipping label is created. Please double check shipping address before submitting your order.

I received damaged products, what is your return policy?

Customers may return any unopened or gently used LATHER.com product within 30 days of purchase by contacting us at customercare@lather.com. We will provide you a return authorization number as well as shipping instructions for your return package. Return shipping and handling charges are your responsibility unless the return was a result of our error or the product was damaged or defective.

 

PRODUCTS

What is the shelf life of LATHER products?

Once opened, our products will last from six months to one year.

Does LATHER offer free samples?

LATHER offers a choice of samples at checkout, maximum of two per order. While supplies last. Not valid with promotional shipments like Welcome Kit and Essentials Kit.

I discovered your product in a hotel but can't find them on your website?

If you've enjoyed our product in one of our hotel partners you'll love our retail products for Body and Hair

What LATHER products are suitable for men?

All LATHER products are appropriate for both men and women, however, we offer an Almond Shave Créme specifically tailored for men's shaving needs. Other men's favorites include our Clove Soap, Sea Kelp Body Wash, Mint Thyme Hair Wash, Mint Thyme Body Wash, and Muscle Ease Gel.

Where do the plants, flowers, and herbs used in LATHER's products come from?

LATHER searches the world for the finest natural ingredients. Our products contain rare ingredients like yuzu from Japan, shea butter from West Africa, bamboo from India, and monoi and kukui nut oils from Hawaii.

What ingredients does LATHER not use?

LATHER products do not contain several ingredients of concern that are commonly used in cosmetics. These include Parabens, Sulfates, Synthetic Fragrance, Synthetic Color, Synthetic Flavor, Phthalates, Mineral Oil, Petrolatum, Formaldehyde Releasers (for example, DMDM Hydantoin, Diazolidinyl Urea), DEA, TEA, BHA/BHT, Microbeads/Polyethylene, Oxybenzone, Methylisothiazolinone, and Methylochloroisothiazolinone. 

Why should I exfoliate my skin?

Exfoliation can help remove dead skin and product buildup, giving your skin a fresh and smooth appearance, It also allows your skincare products to penetrate your skin more effectively, increasing ingredient efficacy and allowing you to see results sooner.

Where can I get more information about LATHER products?

For more information about our product line, please email us at info@lather.com. For media inquiries, please email press@lather.com.

Will LATHER products give me allergies?

Each person's skin is unique and although our products are rigorously tested, there is a chance that someone's skin doesn't agree with a particular ingredient. When trying a new product, we recommend testing the formula on a small patch of skin first. 

Where can I purchase LATHER products?

LATHER products are sold at our Store Locations. You can also purchase LATHER online, by calling our toll-free number, 877-6-LATHER (1-877-652-8437), or by visiting one of the select boutiques, spas or resorts that we partner with. 

What is the difference between the perfume oils and essential oils?

Here at LATHER, we only use naturally-derived aromas to fragrance our products. These include ingredients such as essential oils and plant extracts that have therapeutic benefits for the user.

Synthetic fragrances are ingredients created in a lab (often using toxic chemicals) to emulate the scent of a specific plant, fruit, or another aroma. These chemicals can cause harm to both our health and the environment. Learn more about synthetic fragrances here.

 

THE COMPANY

Does LATHER have an environmental policy?

For years, LATHER has worked to reduce our environmental footprint through initiating in-store recycling programs, using renewable resources and offsetting our carbon emissions. Going one step further, we have begun transitioning all of our packagings — from bottles to tubes to jars — to plastic made with EcoPure, an FDA compliant, organic compound added in small amounts to traditional plastic. For more information about EcoPure visit www.goecopure.com.

Does LATHER conduct animal testing?

No, LATHER does not test on animals nor will we work with labs that conduct animal testing. We are a proud member of PETA (People for the Ethical Treatment of Animals) and are listed in their annual Shopping Guide for Caring Consumers. We are also certified cruelty-free by Leaping Bunny.