Ember Cove

 

Frequently Asked Questions

Satisfaction is always guaranteed.

When can I expect my shipment?

As of August 1st, 2013, Orders are processed Tuesday - Friday. All orders are sent off on Mondays. I will send off a confirmation email once your package has been shipped. If you are in the continental United States, a confirmation number will be included with the email. 

All orders must be received by the Saturday night prior to the following Monday, or they will be postponed until the next week. See our policies page for more information. The reason behind these new days is college. Blame education. :) 

Orders within the continental United States should take anywhere between 2-7 days to receive after I send the packages off. International orders can take more than 14 days to receive after I send the packages off, so please be patient. If you have not received your package within 30 days of the date you received the "shipped" notice in your e-mail, please contact me.

 

How are shipping rates calculated? 

All of my shipping rates are weight based, and good news! You always pay LESS for shipping than I do! :) They are up date using the most recent post office rate changes as of 06/2013. International and Canada orders are calculated to www.usps.com. Continental U.S. orders are calculated by stamps.com software. (I keep all my shipping charges below USPS rates).

How do I use my discount code?

If you are paying via PayPal, log in and confirm your method of payment. Then once you click continue it will take you to the final checkout screen (to submit your order) which is where you put in the code. If you are not paying with PayPal, it will still work but it is in the very, very last step before submission. If you have any trouble with any code, please do not hesitate to send me an email. 

 

You said with every $20 I spend I'll get a "free bee" soap. Does this have to be today's purchase?

Yes, it only includes today's purchase. They smell fantastic (Almond Biscotti scented!) and are the perfect guest size at a good 1.5 - 2oz!  Limit 2 bees per order. (Extra bee available after $35)

I have an event planned! Do you do custom orders?

I do! Depending on what you want, the size/difficulty for it to make, the prices and times to make will vary. I will also need a down payment of 30% of my quoted price on any custom orders as of 03/26/13 before I start filling them out.

Do the soaps have an expiration date?

I recommend using my soaps within a couple months of taking them out of their package. Soaps left in the packaging can retain their freshness for up to a year when stored correctly. If you don't plan on using them that soon, please leave them in their original package or an airtight container or they will lose their scent over time and become dry if left out. 

Do the lotions have an expiration date?

As recommended with the soaps, use the lotions within 5 months of opening them. They may last longer if kept between 55-75 degrees and in a dark, dry place. (Not in your car, not in the fridge, not in direct sunlight).

The shaving oil I received has different layers...is this normal?

The shaving oil needs to be shaken prior to every use. Because of the different oils I use, some of them will settle on the bottom. For maximum benefits, just shake before using. This is completely normal.

How big are the soaps?

As of August, I have increased the soap bar size to 3.5 - 4oz. The bee soaps are 1.5 - 2oz. I weigh each and every bar prior to shipping to ensure quality of quantity! :) 

What if my lotion becomes a bit "runny"?

If the lotions are left in cars or anywhere that reaches above 85 degrees Fahrenheit there is a chance that they will become oily or runny. To fix this, while the lotions are still warm, shake the bottle for a good 30 seconds or longer. Move the lotion bottle to a cooler temperature below 80 degrees. This should solve the problem without ruining any of the lotion's quality, unless done repetitively! They are best kept in room temperature between 55-75 degrees Fahrenheit and out of direct sunlight. If they remain oily or runny after shaking them and moving them to a cooler temperature, stop use and replace them with a new order.

My lip balm is grainy. What happened?

Like the lotions, the lip balms become grainy if they change temperatures too drastically. Room temperature is suggested as they are made with all natural ingredients. The grainy texture is caused when the natural honey in the lip balms becomes too cold or too hot. The best temperature for the lip balms is room temperature, or between 65-80 degrees Fahrenheit. For best results, uses the lip balms within 5 months of opening.

My soap won't lather!

The soap has a hard time lathering when it's cold. Try warming it up a bit with hot water, but remember not to leave it under running water too long or it will disappear fast!

My soap is running out too fast!

Check out my blog! Each soap bar is supposed to last at the very minimum 3 weeks per one person. I wrote a great post on how to make the soaps last this long (and longer) and you can check it out here.

What if I experience irritation using any of your products?

Discontinue use immediately. Consult your dermatologist and find out what happened. Every skin type is different, which is why I list every ingredient used on my product pages to avoid allergic reactions. Mixing products or using excessive amounts of a product may create skin irritations. Misuse of products may also cause skin irritations. You are responsible of your health and wellness, and I will hold no guarantee that my products will work irritation free for everyone (although it would be wonderful).

How big is your company?

Actually, Ember Cove is just owned and operated by me, Ember. I made everything alone, including this website. My lovely significant other provides me with ideas and grammatical corrections every now and then, though. :)

Do you do research on your ingredients?

Yes, I do extensive research on every single ingredient used in all my products. Since I have highly sensitive skin I have to be very careful what I put on it. And, because I use all the products I sell, all ingredients must be looked at. I have a small list of benefits of some of the ingredients I use listed here on this page, but if you want to know the benefits about the rest you're going to have to do your own research or send me an email. :)

Can you add "this" scent?

If enough people request it, sure. Otherwise the fragrances I have now are the ones I'm sticking with. 

What if I'm not happy with something I purchased?

I offer a full satisfaction guarantee. If you don't like the fragrance you chose, or are unhappy for any reason at all with any of my products, I will happily send a replacement of your choice or refund your money. Just send me an email at sales@embercove.com and I'll get something worked out to your benefit immediately.

 

You didn't reply to my e-mail after 24 hours! :(

Yikes! I'm so sorry! Please, send me another e-mail immediately or call. I RARELY miss emails but it does happen from time to time. I check my spam box daily as well just in case! I pride myself in having the best customer service ever, and I am willing to resolve any issue or conflict in a win/win way.

Live Life Beautifully!

4oz lotions are currently SOLD OUT! I will be ordering new bottles, but they will not be here in time for the holidays. All orders are now sent off on Mondays! (Due to college starting up again. Please plan ahead if ordering for a gift, and thank you for understanding!)
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