FAQ

How much product should I use?

We are so used to using more product than we really need. That's what is so great about White & Elm products.  They are super effective and you only need a little bit.  Usually a nickel to quarter size in your palm should do the trick.


I have über sensitive skin, do you have products for me?

If you have sensitive skin, then you've come to the right place my friend!  We formulated White & Elm BECAUSE we had sensitive skin.  So, you can rest assured that each product will be gentle on your skin.  


Your products use natural preservatives, so how long will my order last?

Because we eliminate water from most of our formulations and only preserve our products with natural ingredients, our products last a pretty long time.  Each product has been tested for a shelf life up to two years, but we recommend that you use them up within 8 months. 


Are your products certified organic?

We use certified organic ingredients in our products and those ingredients are denoted on the ingredient panel of our labels.  It is in our short term plan to apply for USDA organic certification.  As soon as we receive that designation, we will let you know!


Do you test your products on animals?

We do consider some of our family and friends to be a bit wild, but no we absolutely do not test our products on animals.  We are proudly certified cruelty free by PETA.


I'm vegan, do you have products for me?

If you are vegan, we understand the sacrifice that you make in your daily life to eliminate animal products.  It's tough and we've been there.  So, when we formulated our product line it was important to us that everyone could use our products.  That's why you won't find animal products in our skin care line.  We just think plant-powered is way better!

 

How do I know if I have allergies to your products?

Please be aware of any skin allergies you may have before using our products. If you have a history of sensitivities or allergies, perform a skin test first.  If you are pregnant or breastfeeding, please consult your physician before using any products containing essential oils. Our products and the information on these pages are not intended to treat, cure, prevent, or diagnose any medical condition and are not a substitute for the medical advice of a trained physician.


Where are your products made?

Our products are made by hand in Fort Collins, CO.  The coolest place ever to live, but we may be a bit biased. 

Do you offer free samples?

Generally, no. We do offer mini sizes of most of our personal care products so that you can try the products before buying a larger size. We're happy to include a free sample with your order if you leave us a note during checkout.

How long will it take for my order to arrive?

As soon as you place your order we are busy getting ready to ship it out to you.  We know you are excited to get your order, so we ship most orders within 1 business day.   
 
Can I check the status of my order?

You can track the status of your order anytime through your Account Login.  We recommend creating an account at checkout so that you can conveniently track your orders and find your history, if needed.  You can also email our customer service at help@whiteandelm.com.

Can I change or cancel my order?
Orders may only be canceled or modified if they have not yet been processed for shipping.  If your order has not yet been shipped, we will make every effort to change your order.  
What is your return policy?

Due to the natural qualities of our products, we do not accept returns or exchanges. We offer mini sizes of our most popular facial products, so that you can try before splurging on a full size.

We LOVE our products and want you to love them too, so if you are unsatisfied in any way, contact us and we'll find a solution. Any discrepancies with your order should be addressed within 7 days of receiving it.


Do you offer free shipping?

We offer free shipping events and promotions throughout the year.  Keep your eye out for it!  Everyday shipping is a low $4.99 per order within the US.  Isn't that great! 

 
Do you ship to U.S. military addresses (APO/FPO)?

We sure do!!  Thank YOU for your service!
 

Do you ship to Canada or Internationally?

Not at this time.  We are working towards opening distribution centers in other countries. Until then, tariff, duty and shipping cost make it too difficult to ship internationally.