Frequently Asked Questions

From questions about your order and shipping to product information and retail partnerships, whatever your query is, we are here to help.

Browse through our frequently asked questions below to find the solution for your question or email us at hello@bristolsoapco.com

general

  • All of our products are made by hand, in small batches, in our Cheyenne, Wyoming workshop. No co-packer or mass production, just handmade from start to finish!

  • No. Never. Period. We refuse to purchase from any area or business that would test on or harm animals, including practices of deforestation.

  • Yes, our products are organic and natural. Every ounce is only crafted from certified organic, natural raw materials that are of the highest quality. (Sodium Hydroxide, which is essential for true soap making, is technically an in-organic compound, made from wood ash and water, and is “considered organic” by the USDA.)

  • Yes. We make every effort to provide products that are in harmony with nature. Our recipes were not formulated with thoughts and practices of mass production, global shipping, or substituting for cheaper materials but with local, natural, wholesome goods in mind. We bind ourselves to that ethos today. Every raw material is sourced from locations, growers, and practices that are sustainable in every way, beginning to end, so that our earth can continue to be our home. Our crafting process is also sustainable, utilizing manual processes as much as possible and low energy machinery, when necessary, with wind powered electricity. We work with our local programs in Wyoming and Northern Colorado to divert, repurpose, reuse, and correctly recycle non-consumable materials and packaging.

  • Our family recipes are made to work in harmony with nature and our products are crafted without animal products or animal testing.

  • Our products are formulated to not clog pores or irritate the skin but still be effective on the most sensitive skin. According to the FDA, there are no federal standards or definitions that govern the use of the term “hypoallergenic” and/or “noncomedogenic” and manufacturers of cosmetics labeled as such are not required to submit substantiation of their claims to the FDA, thus we do not participate in making these claims as they are created to sell, convince, and persuade rather than be transparent.

  • We handcraft our products with safety in mind, especially for those who are extra vulnerable. We carefully asses every ingredient, product, and source and will always be a handmade business so that we can maintain our strict standards and oversight, for this exact reason and for the benefit of those most in need of excellent skincare. Due to these special needs however, we always recommend consulting with your physician before using new products and doing a “patch test” to ensure your skin loves it.

ingredients

  • Skincare, health, and beauty products are often not labeled accurately or clearly. We believe you have a right to know what is in your products for your health and safety. We make our labels easy to read, generally include less than 10 raw materials in a product, and label them with common names so that you can be confident and knowledgeable about what is going on your body.

  • Yes, it is a product of sodium salts and is needed to chemically change itself, oil, and water into soap, though none remains once a soap is crafted and cured. It is naturally derived and does occur naturally in nature, especially in ash. (Sodium Hydroxide, which is essential for true soap making, is technically an in-organic compound, made from wood ash and water, and is “considered organic” by the USDA.) Today it is commercially manufactured for purity, potency, and consistency. Our supplier is located in northern New York state, USA.

  • No, we do not use fragrances, micas, colorants, or dyes. Every ingredient in our products has a purpose. We only include ingredients that help the function, efficacy, and performance of the given product. If you see a color or smell a scent, rest assured it is 100% naturally derived from the essential oils, botanicals, clays, or other raw materials that we have included and never a synthetic, lab-made, franken-ingredient.

packaging

  • We strive to use packaging that has the least impact on our environment from beginning to end. We avoid plastics fully and currently use paper, other renewable plant fibers, and glass for our packaging, with attention to purchasing packaging that is from 100% recycled materials and fully recyclable, reusable, and biodegradable. We know that recycling services are not universal and thus make every paper package at-home compostable, in case it does end up in a landfill. We hope you will reuse and repurpose as much as possible, including shipping materials.

  • Yes, we are happy to exclude the packaging from your order. If you would like this, please just put a note in the comments at checkout.

health & safety

  • It is always best to consult your physician before trying any new product, no matter how natural, healthy, or pure it is. Once approved, perform “patch test” of the new product, before using on full body, by applying the product, in the instructed manner, to a small 1-2” circle on your wrist and waiting 48 hours to view any reaction. If no reaction occurs, the product is likely well-tolerated by your skin and you can give a larger area a try. In the unlikely event of any skin reaction, discontinue use and seek medical attention if necessary.

  • Skin is the largest organ of the human body. Everyday our bodies are bombarded by toxic substances which can cause cancer, reproductive harm, and other serious health issues. Thousands of these compounds are not banned in the US from skincare. This horrifies us.
    Thus, we subscribe the ingredient standards of the far more stringent European Union (EU) standard which has banned over 1600 chemicals and compounds that are able to be used in US soap and skincare but have been shown to cause harm. Our family recipes were first formulated by our French and German ancestors and we see no reason to input anything that isn’t pure, wonderful, wholesome, and healthy, just as they did.

  • All statements and products, on this site and elsewhere showing Bristol Soap Co. products, have not been evaluated by the Food and Drug Administration. All products are not intended to diagnose, treat, cure, or prevent any disease. Statements on our website and others are that of documented customer testimonials and opinions. All products are intended for external use only and persons, including children, who may attempt to ingest should be monitored closely and fully.

    If products are ingested or consumed, please contact your physician and/or local poison control center immediately.

    Use of Bristol Soap Co. products constitutes an understanding of risks of using new products and releases Bristol Soap Co. of liability and indemnification for any medical actions needed or taken, as users partake willingly and have unhindered availability to read the disclosed ingredients prior to use.

orders

  • We work hard to ship purchases quickly. In the event that you wish to cancel or amend your order, please contact us as promptly as possible. Once you receive a shipment confirmation email or your parcel has been packed and sent to the carrier, we are unable to alter any portion.

    Custom orders and event favors cannot be canceled once the invoice is paid, as we will have begun production on your items immediately.

  • Please double check that the code was entered correctly and that you have not exceeded the expiration date, if applicable. Note that only 1 promotion may be used at a time and some promotions may only apply to a specific platform or site for use. If your promotion code is still not working, please contact us at hello@bristolsoapco.com.

  • At this time, we are not able to amend that portion of an order.

  • Yes, e-gift cards are perfect for indecision and gifting to those “hard-to-buy-for” people in your life. You can find them here and are available in several denominations, to send to yourself, or to send to a loved one. E-gift cards cannot be used to purchase other e-gift cards or be refunded. Instructions for redemption are included in the email sent.

shipping, delivery, & pick up

  • All goods are shipped by hand from our Cheyenne, Wyoming, USA workshop. We do not use warehouses, drop shipping, or extended co-packing services to process, ship, or deliver.

  • We aim to process purchases quickly. It can take approximately 3-5 business days to dispatch an order, though this is usually less and can extend slightly during holidays and busy seasons.

  • If your order has been dispatched, you should have received a shipping confirmation email with a tracking number to trace your parcels travel and delivery. If you have not received this email, please contact us if it has been more than 7 business days since your order was placed.
    If your parcel carrier shows that your package was delivered, first please check with neighbors in case it was delivered to them in error. Once that avenue has been checked, please contact us so that we may use our postal investigator to track the items’ whereabouts.

    Please note that shipping times can be especially long during busy holiday seasons.

    If you have a deadline for your goods reception, please contact us at hello@bristolsoapco.com before ordering, to ensure that we can accommodate your need. We are unable to guarantee delivery dates.

  • At this time, we do not offer delivery, though some of our retail partners may offer this service. If you are local to the Cheyenne, Wyoming area, you can select a pick up time and date upon checkout, though our processing time and a small packaging fee will still apply.

returns

  • In the event you are unhappy with your purchase, please contact us within 7 days of your order delivery at hello@bristolsoapco.com Please note that items must be in their original condition, unused and/or unopened. It is helpful, for our knowledge and quality control, to send photos as well as information as to why you might be unhappy with your purchase. For full information, please view our complete returns policy.

  • We ensure orders are properly and securely packaged when sent. If, for any reason, your products have arrived damaged, please contact us at hello@bristolsoapco.com. Please make sure to provide us with your order number and images of the shipping container (inside and out) and items damaged.

  • Once your return is received, please allow up to 10 business days for the refund to be processed. You will receive a confirmation email upon completion.

  • Once you receive your refund confirmation email, it may take your bank a few additional days to post the refund to your account. Please contact your bank to verify if they have received it. If you still do not see your refund by the 15th business day, please contact us to investigate.

wholesale & retail partnerships

  • Yes! We’re so glad you asked and are thrilled about the possibility of working with you! Please use our inquiry form or email us at business@bristolsoapco.com with the name of your business, details about your ethos and other brands you carry, a link to your website and social media pages, and anything else you feel called to share.

  • Most orders are processed and shipped within 2-4 weeks, with the higher side of the range for extra-large orders. Custom wholesale soap orders take a minimum of 9 weeks to craft, cure, package, and ship. Please contact us if you would like an exact fulfilment timeline, for the quantity and products you seek, or if you have a more pressing deadline, to ensure we can accommodate your needs.

  • We accept returns within 30 days of delivery on wholesale orders unless 1. if a client has returned the item to your retail store, 2. Items have been damaged due to negligence, poor care, or other preventable occurrence on the part of the store owner or employees.
    If items are damaged in transit or are defective, a stockiest must notify us of the damages within 5 business days of the delivery date and we will send replacements as soon as possible. (We reserve the right to request photographs to file insurance claims, depending on the size, quantity, or contents of the order.)

  • For more information about our wholesale products, processes, or policies, please contact us directly through our contact form or at business@bristolsoapco.com

white label products

  • We are happy to work with retailers looking to have their own custom products with our processes and high-quality standards. We are excited to work with your team to craft products that will be beloved by your customer base.

  • Our lead time is 4-6 weeks for all products. If the quantity desired/ordered is far in excess of the raw materials we keep on hand, the production window may widen so as to acquire more supplies. Every option and timeline is reviewed and approved before invoicing, so you know you are getting exactly what you desired and in the timeframe needed.

  • For these custom products, options we offer, or questions about process and development of them, please contact christine.brown@bristolsoapco.com

trade & commercial

  • Our contract sales program is for the hospitality and multi-residential sectors. Our trade program is for the design and building industry professionals who work on single-residential projects. Each carries different terms and conditions. Please contact business@bristolsoapco.com for more information on one or both.

  • At this time, these orders must be placed through our business accounts team at business@bristolsoapco.com

  • All Bristol Soap Co products are part of these programs. Some exclusions may apply, depending on quantity and desired timeframe.

  • The trade program is open to interior designers, registered general contractors, home stagers, and others whose clients are homeowners directly, professional architects, hotels, property management companies, homebuilders, and various other commercial entities. We will ask for documentation showing membership in a professional organization that is in line with the above and/or a W9 with EIN.

corporate gifting

  • Yes, we offer tiered discounts based on quantity and invoiced subtotal. For more information, please view our services and corporate gifting page.

  • Please get in touch with us at business@bristolsoapco.com where we will be happy to advise. Please include as much information as possible when contacting us, including business name, point of contact name, quantities you are seeking or budget information, and what products you are thinking about purchasing. Also include any notes on personalization or customization that you may want, though this is not obligatory. We will reply to your inquiry within 1-2 business days.

press & media

  • We would be happy to answer your questions about our brand and consider sample requests. Please contact christine.brown@bristolsoapco.com

  • We would love to hear from you! Please contact christine.brown@bristolsoapco.com

  • We would love to work with you! Please contact christine.brown@bristolsoapco.com

contact us

  • For order help, site troubleshooting, product questions, and more as a retail customer, please contact us at hello@bristolsoapco.com

    For questions as a business, tradesperson, retail partner, or corporate customer, please contact us at business@bristolsoapco.com

    To get in touch with our founder, please contact christine.brown@bristolsoapco.com