Contact
Please note that emails are monitored daily and addressed in the order of which they are received. Support is managed by ONE individual (the same one who hand-crafts these soap bars), so please be patient.
Some responses may automatically be filtered into your junk/spam folder. If you have not received a response within 48 hours, please kindly double-check those folders and/or add "contact@onaturelle.co" as a contact in your email client.
Do you offer returns?
We firmly believe that a business transaction should be SIMPLE — if you love it (and we think you will), great. But if you don't, we will provide a full refund.
Returns are accepted only within North America.
To initiate a return, please contact us with your return request/reason. For returns within Canada; a return label will be provided to you. For returns within the US; you will be requested to ship the item via USPS to our provided address and reimbursed the full shipping cost + your order total once received. A copy of your receipt is REQUIRED to process the shipment reimbursement. Shipping costs can NOT, under any circumstances, be refunded without the copy of your receipt.
All returns will be processed back to your original payment method after your return as been received and inspected.
How long does shipping take?
Shipping can take 2-9 business days from the date of shipment (not your date of order) to be delivered within Canada, and 5-10 business days to be delivered within the US.
Business days exclude ALL weekends and holidays.
Shipping timelines are not guaranteed, but an estimate provided to us from the couriers. These timelines can be affected by weather, volume (holidays), and other unexpected issues. We ask you kindly to please not inquire about "where is my order" UNTIL 10 business days has passed since your order was shipped, and it is still not received. There is nothing we can do or see — in addition to the tracking information that you have — until that timeline has surpassed. If it has been 11 business days since you received your tracking information and your order still has not been delivered, please contact us.
We are not liable for shipments that are shipped to the wrong address IF (and only if) it matches the address on your order. You will be subject to a reshipment fee or partial refund to replace/cancel your order.
How do the tiered discounts work?
Tiered discountswill apply automatically to your orders (5% off 2-3 bars, 15% off 4-5 bars, and 25% off 6 bars or more).
How do subscriptions work?
While subscriptions are no longer offered at the moment, many previous subscribers still maintain their subscription. You can edit/pause/cancel or adjust your frequency and/or which bars are a part of your subscription at ANY time using this link - https://onaturelle.co/a/subscriptions/login
Send us a message
Wholesale & Events
For wholesale inquiries, bulk orders, or custom event soaps, email adam@onaturelle.co directly.