Frequently Asked Questions
What is a patch test for your skincare products?
While natural ingredients in skincare products are great for the skin, some people can be allergic to the same. Hence, a patch test is recommended to see whether your skin has any reactions to the ingredients used in the products. We would recommend using the product on a small patch of skin on your hand. Wait for 24 hours after washing it off completely to see if you have any reactions. If you do, then consult your local doctor or dermatologist immediately. For more details please visit out terms and conditions page.
What are wax tablets and how do I use them?
Wax tablet is a combination of soy wax and essential/aroma oils which can be used as an air freshener in very small rooms, closets and drawers. The scent will last for about 6 - 8 months depending upon the size of the room and the ambient environment. Even after the scent diminishes, this wax tablet can still be used as a wax melt and/or as a decorative wall hanging. The duration of the product's effectiveness such as burn time, lasting time of the scent/fragrance have been listed after testing the product multiple times in different amateur environments. However, if you feel and/or if you find that the duration of the product does not match that of what's mentioned on the website, then Lather Tribe will not be responsible in any way for any kind of compensation. This is because these products have been made with natural ingredients and so their sustainability is subject to the ambient environment. We cannot give any sort of guarantee on the durability of the product, we can only give our best estimation.
What are wax melts and how do I use them?
Wax melts are like tiny candles but without the wick. To use them, you need oil burners which either run on electricity or on tealight candles. Switch on the oil burner/light the candle and place it in the oil burner and add a few pieces of the wax melts on the small bowl on top. The wax will melt and the essential/aroma oil in the wax melt will disperse throughout the room. The duration of the product's effectiveness such as burn time, lasting time of the scent/fragrance have been listed after testing the product multiple times in different amateur environments. However, if you feel and/or if you find that the duration of the product does not match that of what's mentioned on the website, then Lather Tribe will not be responsible in any way for any kind of compensation. This is because these products have been made with natural ingredients and so their sustainability is subject to the ambient environment. We cannot give any sort of guarantee on the durability of the product, we can only give our best estimation.
How long is the order processing time?
All of our orders are dispatched on Mondays. Orders placed on Monday will be shipped on the following Monday. If a Monday happens to be a bank holiday, the orders will be shipped on the first available working day, i.e. Tuesday.
Which modes of payment methods do you accept?
We accept payments through debit cards, credit cards, net banking and e-wallets. We do not currently offer a Cash On Delivery option.
What is your return policy for your products (balms, butters, scrubs and more)?
Since we use natural ingredients such as essential oils, clays, butters and gels, the products such as balms, scrubs, butters and more tend to sweat (excrete oil) if not stored in proper conditions. However, this does not affect the quality of the product. You can place the product in the refrigerator for a few minutes till it regains its original consistency. Hence, we do not accept returns of products that sweat. For return policy on soaps, kindly refer to the next question. While we try our best to ship our products with as much caution as possible, we cannot guarantee how our courier partners handle the package. Hence, kindly shoot a video while unboxing/unwrapping the product so that if the box has been tampered with or if the container is broken, then we will refund you your full money or send you a replacement. In such a scenario, kindly send us the unboxing'unwrapping video and photographs of the tampering at firstname.lastname@example.org within 24 hours of the receipt of the product and we will look into the matter. We do not accept returns in case you do not like the appearance and/or the fragrance of the product. Lastly, we do not accept returns or exchange soaps if you are found to be allergic to them, or if you find that the product did not help with your skin problem. For more information, please read our terms and conditions.
What is your return policy for soaps?
Due to COVID-19, we have stopped accepting returns of our soaps. Since we use natural ingredients such as essential oils, clays, butters and gels, the soap tends to sweat (excrete oil) if not stored in proper conditions. However, that does not affect the quality of the soap. Hence, if you receive a bar of soap that is 'sweating', it is because the soap was not stored properly while in transit. Thus, we do not accept returns of soaps that sweat. We also do not accept returns for products which have been discoloured. We try our best to make small batches of soap so that you would get the freshest of the lot. However, sometimes, the colours in the soap can spill from one layer to another. That does not affect the quality of the soap. Additionally, we do not accept soaps which have glycerin dew on them. Glycerin dew is the frost-type-dew that forms on the soaps. For more information on glycerin dew, kindly refer to the next question. On the other hand, if you receive a soap that is damaged (for instance, a large chunk is missing from the soap or it has been severely dented, then kindly share the photographs at email@example.com within 24 hours of the receipt of the product and send us the damaged soap at the address shared on email. Kindly note that the courier charge will be borne by the customer. After the receipt of the product, if we find that your complaint was valid, then we will refund your original invoice amount back to your bank account. Additionally, if you receive a product that has been visibly tampered with, then kindly send us photographs of the tampering at firstname.lastname@example.org within 24 hours of the receipt of the product and we will look into the matter. In case you do not like the appearance and/or the fragrance of the soap, you can return the soap to us within 4 days of receipt on the following conditions: 1) The cost of the courier for returning the soap would be borne by the customer 2) 50% of the total amount would be refunded to the customer's bank account. 3) The soap must be unopened and untouched, its cling film must be wrapped and untouched, the seal of the medicinal warning must be intact and must not have been torn. 4) The packaging box must be undamaged. 5) If we receive the package that does not meet the above criteria, then you will not get your cashback. We would recommend you to take a few pictures of the soap and the packaging before shipping it across to us. In case of absence of the photographs, no refund will be provided. Lastly, we do not accept returns or exchange soaps if you are found to be allergic to them, or if you find that the soap did not help with your skin problem or if you think that the soap doesn't lather well. For more information, please read our terms and conditions.
Why is there frost/dew on my soap?
The white, almost transparent frost that builds on soaps is called glycerin dew. All the soap bases used by us have glycerin in them which acts as a moisturising agent. Glycerin dew is a by-product of glycerin in the soap. Though it somewhat spoils the look of the soap, glycerin dew is harmless and does not affect the quality of the soap. The reason glycerin dew appears is because the glycerin in the soap was attracting moisture from the humid environment. We try our best to completely seal and wrap the soaps in an airtight manner as soon as they are ready. However, sometimes, in the transport, the soap can attract moisture from the air which causes the formation of the dew.
What is your return policy for Chunk & Wick's products?
We do not accept returns for any products sold under the Chunk & Wick sub-brand. Please refer to the 'Terms and Conditions' page for more information.
What is your refund process?
All the refunds (whenever applicable) will be done basis the bank details provided by the customer. It is not our fault if the customer provides incorrect details. In such case we would not refund the amount twice. Hence, we would recommend our customers to check their bank details multiple times before submitting them to us.
How can I track my order?
Once your order is shipped, you will receive an email with the tracking number and link. You can track your order from the courier company's website.
How can I cancel my order?
For Lather Tribe - You can cancel your order if it hasn't been shipped. To do so, kindly send an email at email@example.com or send us a WhatsApp on 7021093930 and we will let you know about the status of your order. Do note that while you will get a refund in your bank account, we levy a charge of 15% of the total order value. However, if your order has already been shipped, we cannot cancel it. For Chunk & Wick - After placing your order, you can cancel it before Friday of the same week. Kindly send an email at firstname.lastname@example.org or send us a WhatsApp on 7021093930. Do note that while you will get a refund in your bank account, we levy a charge of 15% of the total order value. However, if your order has already been shipped, we cannot cancel it.
Why does my soap not lather as much as commercial soaps?
We use soap bases which are free of SLS (Sodium Lauryl Sulphate). SLS is one of the main ingredients in commercial soaps which causes lather. Hence, our soaps do not lather as much as other commercial soaps. However, that doesn't mean our soaps do not cleanse properly. Soap suds, or lather, is not essential to the cleansing of the skin.
How long will it take to deliver my order?
It will take up to 10 working days for your order to get delivered. If even after 10 days you have not received your order, then drop us an email at email@example.com and we will get back to you as soon as possible.
Do you accept bulk orders?
Yes we do. We accept bulk orders of any quantity. You can customise the products as per your preference.
I would like to gift someone your soaps, how do I do that?
In the delivery address section on the billing page, you can add the address of the person you are gifting this soap to. In order to make this gift more special, you can purchase the special golden-coloured gift bag packaging option from the 'Gifting Bag' page before you proceed towards checkout. Currently, we do offer the option of including handwritten gift notes.
Why do you not have soaps specially for men or women?
We do not believe that particular fragrances or colours belong to a gender. Hence, we have divided our soaps according to the various skin types.
Do you ship orders to international countries?
No. We currently deliver only in India.
Why did I not receive an invoice with my order delivery?
We aspire to become an environment-friendly company and we are tying our best to curb our carbon footprint. Hence, we only share the soft copy of the invoice on email.
Is every bar of soap really handcrafted?
Yup! Each bar of soap that you see on the website has been painstakingly handcrafted.
Who can use your products?
Adults above the age of 18 years can use our products. Our products are not recommended for infants, kids and animals.