Frequently Asked Questions & Store Policies

General

Typically, each bar is going to last about 2-3 weeks with normal use. If you're using it more than once a day, or scraping it along a loofah or other extra exfoliating item, it may go quicker than normal. Keeping your soap out of sitting water when not in use will extend its life.

If they're still wrapped, keep them in a dry, low-humidity storage area (such as a linen closet or a dresser drawer). Soaps get better with age, as they will lose water and become harder. While the scent might lighten over time, the quality of the bar is not compromised. When using the bar, it is best to store it in well-draining soap dish and keep out of the spray of the shower head. The more water that comes in contact with it when not in use, the faster it will dissolve.

We can! It's been our pleasure to be part of many big days over the years, so feel free to contact us at Hello@ProvenanceSoaps.com to request more info on custom soaps. We'll respond back with a brief questionnaire to help narrow down what you’re looking for.

We do not. In keeping with our stance on reducing waste whenever possible, we have decided to forgo smaller versions of our products. In addition, since many of our products come packaged in glass, it would become price-prohibitive to do smaller versions of current items. If you're wanting to take products along for trips, we have a few suggestions:

  • For soaps, you can simply cut thin pieces off of the bars, and keep in a travel tin.
  • Oils, butters & scrubs can be decanted into smaller travel containers- just make sure the containers and utensils used to transfer them are clean.
If you're simply unsure about purchasing an item, please feel free to give us a call and we can discuss it with you. You can also peruse the reviews of items to see feedback from other customers!

Our seasonal collections will always return each year, but they may change from time to time. Below is a breakdown of our seasonal soaps; release dates are approximate, and soaps will remain available until sold out, but are typically on the shelves for at least two and a half months.

  • Spring | Springtime in Paris | Available March 1st: Springtime in Paris, Magnolia Lemon, Lilac Lane, Fleur de Cerisier, Honeysuckle Blossom
  • Summer | Summers in Sorrento | Available June 1st: Ciao Bella, Lemon Mint Sorbet, Peach & Prosecco, Olive & Sea Salt, Bergamot & Shea
  • Fall | Autumns in England | September 1st: London Fog, Pumpkin Toffee, Pomona, Elderberry & Quince, Thistle & Oats
  • Winter | Christmas Markets | November 15th: Jack Frost, O'Tannenbaum, Candy Cane Lane, Lingonberry & Fig, Citrus & Clove

Some products are retired due to our suppliers discontinuing certain ingredients, which means we’re unable to continue making them. We always try to give a heads up on issues like that, so you’ll have time to stock up. Other soaps are only seasonal, so they are here for just a few months out of every year.

Ingredients

We start with a base of saponified coconut & soybean oils, glycerin & purified water. From there, we add butters, cold-pressed oils, essential and/or fragrance oils, and other ingredients to provide color, exfoliation, or other beneficial properties. All of our product pages include the full ingredient listing for each product.

Never, ever! From the beginning, we have worked with suppliers that do not test on animals. We test our products on ourselves first, then (happily willing!) family and friends. We hope that you will support other companies as well that are cruelty-free.

Many of our products are 100% vegan, but there are some that are made with beeswax, goat milk, honey or pearl powder. On each product page, you can find a listing that states if it is vegan. If you don't see that in the product description, it is made with one of the above ingredients.

We believe in simplicity, so our products are free of phthalates, parabens, SLS/SLSA and mineral oils. However, some products require a preservation system, such as sugar scrubs, or to create a scent that is not available from an essential oil. In those cases, they would not be considered all natural. However, on our product pages, you can see the percentage of natural ingredients for each product. All of our products are made with at least 98% natural ingredients.

If you know you have an allergy to a specific ingredient, we suggest avoiding it. As everyone's skin is different, it is best to perform a patch test to see if you have a reaction. However, our products are mild and many have found them to be incredibly gentle, especially when compared to commercial products. If you are sensitive to fragrances, we offer a fragrance-free soap that is mixed with goat's milk and honey, which can be found here.

Packaging

Good observation, and kudos to you for avoiding single-use plastics! Our wrap is actually a biodegradable cellulose that is plant based, and will break down naturally into biomass. Our jars and bottles are glass, and we've done away with shrink bands since we couldn't find a biodegradable option. Instead, we've incorporated a sealing strip that goes over the tops of the lids down to the labels.

We took a long look at our products and at the packaging they come in. While plastic is more convenient in terms of ease of use, from an environmental standpoint (our oceans are drowning in plastic waste), we couldn't accept plastic as a packaging option. We love the idea of providing packaging that can possibly be reused after its original purpose, but if that's not viable, then we ask that you recycle it, or drop it off to us and we can get it on its way.

At this time, we are not collecting jars or bottles to be refilled. It comes down to a basic sanitizing issue. When we receive our packaging from our suppliers, the jars go through a three-step process to get them ready for production. However, taking in a used container then processing it for sanitizing is a bit above our level of expertise. While some larger companies are able to accept used containers and reprocess them, we're not able to do so with our equipment. Our commitment to providing safe, sanitary products is paramount, so we don't want to take a chance of something slipping through the cracks because we're not equipped for those needs. However, we will gladly recycle your jars for you, or even give some suggestions on ways to reuse them.

STORE POLICIES

Payment

We gladly accept the following forms of payment:

  • In store: Cash, American Express, Visa, Discover, and Mastercard
  • Online: American Express, Visa, Discover, Mastercard, and Apple Pay

We cannot accept payments over the phone for security purposes. Check or money orders not accepted.

Our storefront & shipping department is located in Missouri, which is an origin based tax state. If you're ordering and shipping out of state, tax is not collected. However, if you're a Missouri resident, sales tax will be applied & collected at checkout. When shopping in store, tax will be collected on all purchases.

SHIPPING

Shipping is based on the weight of the package and the zip code it is being delivered to. We offer shipping through USPS & UPS. If you qualify for free shipping, your order will be sent via the best available rate.

Orders are fulfilled in the order they are received. We aim to have your order ready to ship out within three to four business days of order receipt. From November to December, please note that that fulfillment time may be increased due to holiday ordering. Once your order has processed, we are unable to add items or change your order. Please note the shipping times may vary based on the carrier you choose at checkout.

Free shipping is offered for orders of $75 or more and is currently only available for orders in the continental US. Packages will be sent via best rate, which may be USPS or UPS. Occasionally, we’ll offer free shipping for smaller order amounts; those specials can be found on our social media accounts and through our newsletter.

At this time, we do not ship internationally. If that changes, we will update our shipping services, as well as post an update here.

Orders may be cancelled up to one hour after being placed. To cancel you order, please call us at 636.577.1972 and let us know. After the one-hour mark, we may be unable to cancel as your order may already be processing.

Please note: Once your order has shipped, we are unable to change the shipping address or cancel your order.

Single orders cannot be shipped to two different addresses. If you need the items shipped to two different addresses, please place separate orders.

Contact us immediately via phone at 636.577.1972 or via email at Orders@ProvenanceSoaps.com so that we can get things updated. If you need it sent somewhere else, and there is a difference in the shipping cost, that amount will either be refunded to you (if it is less than shipping to the initial address) or the amount will be invoiced to you (if it is more than shipping to the initial address). The address you entered at checkout is auto-filled for the shipping label when postage is created. Please double check your shipping address carefully, and if you notice a mistake contact us immediately so that your address can be corrected.

If shipping to an apartment, an apartment number is required. If a package is sent back to us due to an incorrect or incomplete address, you may choose to have your order refunded, less shipping charges, or have the items resent. Re-shipping charges will be the responsibility of the customer. If the package initially qualified for free shipping, the second shipment will be the responsibility of the customer.

If you’ve received a delivery confirmation but have not seen your package, here are a few steps that we recommend taking before filing for a lost package:

Larger packages won’t be placed in a mailbox, so check on your porch, side door, or even under your porch. If you’re friendly with your neighbors, ask if they’ve received it by chance. Finally, reach out to your local post office. If they were unable to deliver for whatever reason, they’ll hold onto it for several days.

If you live an apartment complex: If your mail is delivered to a mail room, check with the mail room attendant to see if it was placed in a parcel locker or separate area for larger packages. If they don’t have it, contact your super and inquire if they’ve seen it. It’s also a good idea to reach out to neighbors and see if it was placed in the wrong mailbox, or maybe someone was trying to be helpful by holding on to it.

We take extra steps to ensure each shipment is packaged beautifully, but more importantly, is packed securely and safely when being sent your way. In addition, we make sure each package is correct and all items are accounted for (we have three different points of verification for your items!) However, we know mistakes can occur so if that happens, please contact us within seventy-two (72) hours of receiving your package and we will correct it immediately.

If any items are damaged, please take the following pictures: a picture of the shipping box, the packing materials, and finally, the damaged item itself. Please submit these photos to Orders@ProvenanceSoaps.com. As all packages are insured, these photos are needed for filing a claim to the shipping company. Without photographic proof, we are unable to verify claims for damaged items.

For damaged items to be replaced, we must be notified within seventy-two (72) hours, due to filing limitations with our shipping carriers. However, in certain cases we may make an exception if the 72 hour mark has passed and may choose to issue a refund instead.

RETURNS & EXCHANGES

Due to the personal care nature of our products, we cannot offer returns, refunds or exchanges of products that have been opened or used, unless they are defective. Unopened items may be returned or exchanged directly in-store, or you may choose to ship them back to us, up to 30 days from purchase date. Store credit will be issued for any items without a receipt. Items with a receipt will be refunded in the original form of payment. Please contact us at Orders@ProvenanceSoaps.com before sending in an item for return or exchange.

Please note that Provenance Soapworks is not liable for shipping related charges for returned or exchanged items. To complete your return, we require a receipt or proof of purchase, such as your order number and transaction history. Items purchased from locations other than our storefront or website are not eligible for returns, refunds or exchanges.

Being a small company, we are unable to offer free shipping on returns or exchanges. However, should a product be defective, we will gladly refund you for the purchase price of that item.

Please note: Custom blended items and gift cards are ineligible for returns or exchanges. Sale items are final sale only and cannot be returned or exchanged either.

Orders may be cancelled up to one hour after being placed. To cancel you order, please call us at 636.577.1972 and let us know. After the one-hour mark, we may be unable to cancel as your order may already be packed (we’re fast like that!)

Please note: Once your order has shipped, we are unable to change the shipping address or cancel your order.

If we processed a refund and you haven’t received a refund yet, please first check your bank account or credit card company, as it may take 7-9 business days before your refund is officially posted. If that amount of time has passed, and you still have not received your refund, please contact us at Orders@ProvenanceSoaps.com and we’ll look into things for you.

Before sending items back, please contact us at Orders@Provenancesoaps.com to receive more details. To return your product, you should mail your product to: 311 S. Main St. St. Charles Missouri US 63301 You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. Depending on where you live, the time it may take for your exchanged product to reach you may vary. If you are shipping an item over $75, please consider using a trackable shipping service or purchasing shipping insurance to guarantee that your item reaches us safely

REWARDS & CUSTOMER ACCOUNTS

We tried to make the account creation as easy as possible! Simply click here to create your account. If you need additional assistance, please review our tutorial for desktop/computer users here and/or our tutorial for mobile users here.

You can simply click here to log in to your account. If you need additional assistance, please review our tutorial for desktop/computer users here and/or our tutorial for mobile users here.

You can simply click here to reset your password. If you need additional assistance, please review our tutorial for desktop/computer users here and/or our tutorial for mobile users here. If you aren't sure which email address you used to register, please contact us directly so we can assist!

It’s pretty simple; after signing up in-store or online, you’ll earn 5 points for every dollar spent, pre-tax. Just make sure when you check out online you’re logged into your account, to get the points to go to your account. After you’ve earned 500 points, you have a coupon code available in your rewards account. You can save it for later, or use it in store or online. If you have more questions, you can review our Rewards Program page.

There are! Using the Rewards Manager (just click on the bathtub icon in the lower right hand side of the website) you can like us on Facebook, follow us on Instagram, and enter your birthday (just be sure to do that at least 30 days before your birthday, in order to receive your points for the current year). You can also earn rewards by referring friends. If they make a purchase using your link, you’ll receive a reward on your account.

SCENT BAR & CUSTOM BLENDS

Our Scent Bar was closed down in March 2020, but we are still offering the chance to remake blends that you already have on file. You can purchase an oil online by clicking here. You can also stop by the store and pre-pay, and we’ll have your oil ready in 24 to 48 hours.

Since our Scent Bar is closed, the area where we were making oils has been moved to our workshop. We are actively making bath bombs, soaps and other bath products throughout the day, and cannot stop if we are in the middle of production. Therefore, there will be a slight turn-around time depending on what is being made at the moment. But, we’ll have it ready as quickly as possible and will give you a call when it’s ready!

If you’re interested in changing your recipe, we can do that for you but you won’t be able to preview the scent beforehand. We suggest finding a scent from another product that you might like, and using that in the oil. Trying to blend scents that you haven’t smelled before has proven a bit tricky and we want to make sure you are 100% satisfied with your product! 

MISCELLANEOUS

Due to our packaging methods for shipping, we don’t offer gift wrapping at this time. We want to ensure that the items arrive secure and undamaged, so we have specific ways of packing things, while using eco-friendly packaging. Gift wrapping the items wouldn’t provide enough structure to arrive safely. However, you may choose to have us fill out a note card to include in the box, by entering your gift message in the space provided at checkout.

We strive to keep our pricing as economical as possible, so discounting our products isn’t something we typically do. Occasionally we’ll offer specials, or offer discounts when purchasing certain quantities, so when that happens you can definitely stock up.

We’ll do our best to help, but please understand that each month we receive high volumes of requests for donations. We have several charities that we work closely with, and those are what we focus our efforts on first, followed by other charitable organizations that align with our values. If we are able to help, we’ll contact you directly. Please submit your request here so that we may review it. 

We aren’t currently offering wholesale, but please reach out to us at Hello@Provenancesoaps.com and we’ll add you to our list. Once we launch our wholesale side, we’ll see if we’d be a good fit for your company and proceed from there.