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
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.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 look for the sign on the window/door for pick up. Call the number on the sign for directions on where to stand, where your items will be placed, and how to receive your bag.Can I return a purchase to the store?
To ensure the safety of our teams, we are not offering returns in store at this time. Please contact firstname.lastname@example.org for return inquiries.
MY ACCOUNTHow 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 see 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.
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 email@example.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 firstname.lastname@example.org.
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 & BILLING
My order is over $60, why am I being charged for shipping?
Orders that total (after discounts and promotional codes have been applied) $60 and above will qualify for free standard shipping. Orders that fall below the $60 threshold will automatically add a shipping charge.
Where does LATHER ship to?
LATHER offers free shipping of online purchases of $60 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 forms of payment do you accept?
We accept all major credit cards, Amazon Pay 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 email@example.com. 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 firstname.lastname@example.org. 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.
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?
What LATHER products are suitable for men?
All LATHER products are appropriate for both men and women, however, we offer an Almond Shave Crème and Mandarin Sage Shave & Beard Oil specifically tailored for men's shaving needs and great for shaving legs. Other men's favorites include our Clove Soap, Sea Kelp Body Wash, Licorice Root Eye Treatment, Shine Control Face Lotion and Mint Thyme Hair Wash.
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.
Do LATHER products contain preservatives?
Preservatives are a necessary part of grooming products. Without preservatives, creams and gels would become a breeding ground for microbes. Preservatives are used simply to prevent the growth of or destroy microorganisms that would otherwise damage our products and compromise their safety. We use a combination of natural and synthetic preservatives that are proven to destroy harmful bacteria, yet are gentle to the skin.
All LATHER products DO NOT contain parabens, sulfates, synthetic fragrance, synthetic color or mineral oils.
Why should I exfoliate my skin?
You can read more about skin exfoliation in our blog article Why Exfoliation Matters.
Where can I get more information about LATHER products?
Will LATHER products give me allergies?
It is possible to be allergic to one of the natural ingredients in our products. If allergies are a possibility, please test a small quantity of product on a small patch of skin.
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?
Perfume oils are generally synthetic and have been created to smell like a specific plant, fruit, or other aromas. Both perfume essences and essential oils provide scent to a product, but only essential oils have added medicinal properties. Obtained directly from the plant, essential oils are naturally complex with as many as 175 different chemical components.
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.