FREQUENTLY ASKED QUESTIONS
Welcome to the GOLD+WATER CO. FAQ page! We’re covering our most frequently asked questions. We’ll answer all your top questions in the list below and on our product care page.
Product Releases and Availability
We are an online retailer and as a boutique soapery we intentionally produce items in small batches. As of now, we release several new soap designs each quarter and restock our signature items like bath products, balms, butters, and oils once per month.
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What are the ingredients?
All of our ingredients are high-quality and acquired from reputable sources within the health and beauty industry. Our products may contain oils and butters from nuts, seeds and fruits. All of our items are processed and produced in the same facility.
Each product page includes a list of ingredients, and we reserve the right to change ingredients. Please check product labels for any variations. Our products may be scented with essential oils and phthalate-free, rigorously tested, fine fragrance oils.
The typical base of our soaps include coconut, palm, sunflower, olive, and castor with and cocoa and shea butter.
Notes on our soap
Our soap is mixed and poured by hand, then allowed to cure for approximately four weeks before being packaged and sold.
Allowing the soap to harden for a longer period of time tends to increase its use in ideal conditions. We recommend allowing the soap to drain of water between uses and storing it in a well-ventilated area.
What are your shipping policies?
We currently ship to U.S. residents only, in the 48 contiguous states.
Signature confirmation services upon delivery may be added at checkout. We will not be held liable for courier services and/or their scheduling guarantees.
If the tracking number indicates that a package has been delivered but the package wasn't received, or if a package is listed as being in transit for an extended period of time, we encourage you to contact the mail courier or your local post office directly to inquire about its whereabouts or to file a claim. We will be happy to provide you with any documentation needed. We are NOT liable for packages once they have been marked as delivered by the courier, but additional information may be found here to aid in the process of locating a missing package.
In the rare instance of parcels damaged in transit, please send an email to firstname.lastname@example.org which includes a description and photos of the entire damaged packaging and affected items, along with the shipping label. It is also important that you retain all contents of the parcel in case of inspection by the courier. Replacements and/or store credits will be issued at the discretion of GOLD+WATER CO., upon receiving all of the aforementioned information.
I need help with my body butter, candle or another product.
Please consult our product suggestions page.
What is your return/exchange policy?
All sales are final. However, we do want you to be satisfied with your purchase. Should there be a concern regarding product quality, please contact us.In rare instances, and at our discretion, a replacement or store credit (good for 30 days) may be offered. Any claims or inquiries of this nature must be made within 3 days of purchase or delivery.
Items are sold based on weight. Contents may settle or condense in the packaging.
There may also be slight variations between batches of our handmade products, but none impact quality.
A 'Custom Order' is defined as any product that is made-to-order, or any product that was not in-stock and readily available to ship at the time of purchase. Custom orders are deemed Final Sale and are not able to be returned or refunded once payment is submitted. Full payment is required for custom orders.
Can I modify my order?
Please confirm the accuracy of your billing and shipping address, and the contents of your shopping cart prior to placing your order.
Once an order is placed (including custom orders) and payment is received, we are unable to accommodate changes.
For custom orders, please note that that we do not provide replication services. Any inspirational photos and requests regarding the final design may be shared prior to submitting payment and the start of a custom order. Final designs will be completed at the artistic and professional discretion of GOLD+WATER CO.®.
What are payment options?
All major U.S. credit and debit cards are accepted, as well as processors such as PayPal and Apple Pay.
Do you offer gift cards?
Yes, we do! Gift cards are issued electronically and are not redeemable for cash. They are non-transferable and resale is prohibited. They are distributed via email and instructions are provided at the time of purchase.
If a gift certificate or its code is lost, stolen, destroyed or used without permission, a replacement will not be provided. Gift cards are not to be combined with other vouchers and are not valid with other promos and offers.
Do you offer wholesale?
We are always looking to partner with retailers! We have a 30 second inquiry form that you can complete here if you are the owner or representative of a retail business operation.
Please send additional inquiries to email@example.com.
What gift options do you offer?
Our standard invoices, that are sent with every order, do not include prices.
Special handwritten messages/gift messages are ONLY available with the purchase of a greeting card, inside of one of our custom gift boxes. They are included as a handwritten note inside of your purchased greeting card. If no greeting card is selected for purchase, we can include a gift tag with the name of the sender/recipient. Be sure to include the name of the recipient and receiver in the message (we will write your message verbatim) and to consider sending the order directly to the recipient.
Due to volume we do not accept any additional requests for written notes or gift tags.
Do you accept custom orders?
We are able to accept a small number of custom orders! Complete our short custom order inquiry form here.
We often ship sooner, but please note that custom orders and gift options that are not listed on our website require a lead time of 10-15 business days once an order is placed.
When will I receive my order?
Please allow 3-5 business days before shipment. During sales events or high-volume order times, the processing period may increase and we thank you in advance for your understanding.
Custom orders have a 10-15 business day lead time (after the order is placed). Any shipping date requests should be specified prior to placing a custom order.
I need help with my subscription box order or account.
If you are a currently subscribed member, please consult any of your automated subscription emails to access your account. For additional support, contact us.
Join the GOLD+WATER CO. Loyalty Program.
Not every product or purchase qualifies for inclusion in the Loyalty Rewards program, especially during sales events. We reserve the right to terminate, change, alter, or postpone the Loyalty Program at any time, for any reason, at our discretion.