FAQ

We offer free standard shipping on orders of $50 or more, and a Priority option that delivers in 1–2 business days. In NYC, same-day delivery is available on most orders.

These rates don't apply to Alaska or Hawaii. Customers there will see their options at checkout.

Standard shipping

• Dispatched within 1–2 business days
• Delivery in 2–8 business days
• Free on orders $50+
• $5.90 on orders under $50

Priority shipping

• Dispatched the same business day if ordered by 1:30pm ET
• Delivery in 1–2 business days
• $9.90 on all orders

Same-day delivery in NYC

• Monday to Friday, for orders placed by 1:30pm ET
• Free on orders $80+, $7.90 under $80
• Learn more

Orders ship from our fulfillment partner in Northamptonshire, mostly by Royal Mail or DPD. We only stock some of our products locally; the UK version of our site shows what is currently available.

Standard shipping

• Dispatched within 1–2 business days
• Delivery in 3–4 business days
• Free on orders £50+
• £4.90 on orders under £50

Priority shipping

• Dispatched the same business day if ordered by 2pm UK time
• Delivery in 1–2 business days
• £9.90 on all orders

Orders ship from our fulfillment partner in New South Wales, mostly by Australia Post or StarTrack. We only stock some of our products locally; the Australian version of our site shows what is currently available.

Standard shipping

• Dispatched within 1–2 business days
• Delivery in 3–6 business days
• Free on orders A$50+
• A$7.90 on orders under A$50

Priority shipping

• Dispatched the same business day if ordered by 1:30pm Sydney time
• Delivery in 1–2 business days
• A$12.90 on all orders

We're planning to start deliveries to other countries soon. To register your interest and get notified when delivery to your country is available, please complete our international shipping notification form.

If something isn't right, you can return it within 90 days of delivery for a full refund, or exchange it for a different fragrance.

To start a return, open the order in your Account and choose Get Help / Start a Return. Please start the return before sending anything back. We'll send a free return label for orders in the US, UK and Australia.

Made-to-order and custom-engraved items are final sale and can't be returned.

Questions? Contact us.

You can shop our products in person at Gallery of Scent, our pop-up at 192 Front St in the South Street Seaport, New York.

Warehouse Fridays at our Brooklyn HQ is paused for now, so please visit us at Gallery of Scent instead. Learn more about Warehouse Fridays.

If you're local to NYC, you can also use our same-day delivery service.

We are also partnering with retailers across the country, with a particular focus on refilleries where we can make our products available as part of a closed-loop, zero waste program.

Check out our stockists page for a list of where our products are available.

We're currently in development on several new products, including new fragrances in our soap, cream and candle lineup as well as entirely new categories.

We'd love to hear what you'd be interested in buying. You can register your interest in specific products and get notified when we launch by completing our product request form.

All of our soaps, creams, candles, and reed diffusers are manufactured in New York, NY using high quality ingredients. All our products are sulfate-free and cruelty-free.

For a detailed ingredients list, see the relevant product page.

We make our products in batches and due to unexpected demand we occasionally sell out. If a product shows as in stock, it will ship right away. If it's sold out, we encourage you to sign up for a back-in-stock notification (which you can also manage in your Account portal) and we'll let you know as soon as it's ready to buy again.

Yes. Our products and the ingredients they contain have not been tested on animals.

We have received the Leaping Bunny Cruelty Free Certification from the Coalition for Consumer Information on Cosmetics. For more information, see our blog.

The base formulations for hand soaps and body soaps are very similar.

Our body soaps are slightly thicker, slightly foamier, and have a slightly stronger fragrance. The Kiso Forest Body Soap, for example, has a consistency more like a shower gel.

All of our soaps, whether described as hand soaps, body soaps, or hand & body soaps, are effective and safe for use on both hands and body.

We're glad you asked — this is the reason that we started Element Brooklyn! All of our offerings are refill-first. Each of our pouch products uses substantially less plastic – around 85% less – than a standard plastic bottle. We've so far saved hundreds of thousands of single-use bottles from entering the environment. You can learn more on our Impact page.

In addition, we are certified Plastic Negative, which means that we offset the plastic we produce by removing twice as much plastic from the environment. We have more detail on our blog.

If you have 5 or more empty pouches, you can mail them to us and we will reuse them. Please don't mail fewer than 5 pouches, as the environmental impact of shipping will outweigh the reuse value.

Drop-off at our Brooklyn HQ is paused while Warehouse Fridays is on hold.

It means that we've measured the amount of plastic used in packaging and distributing each product and we fund the recovery of twice as much plastic waste from nature.

This is carried out in partnership with rePurpose Global, which has certified our Plastic Negative status. They manage our impact project in Hyderabad, India.

We prefer to keep our regular prices as low as possible rather than having permanently available discount codes. We don't have any discounts for first time customers and we only rarely have sales.

To make sure you don't miss out when we do have an occasional promotion, follow us on Instagram or sign up for our newsletter.

Through our Hospitality Partner Program, we offer preferential pricing to a wide range of restaurants, bars, hotels, medical offices, fitness clubs and other businesses.

Learn more about the Program and apply to join.

A 15% discount is offered on all of our pouch products (soaps, creams, and hair care) and all of our candle refills when signing up for a subscription (with delivery every 1, 2, or 3 months). Other products like accessories and container candles are not eligible.

Once you've added an item to your cart, click the button that says UPGRADE TO SUBSCRIPTION & SAVE 15%. You can select this option for as many eligible items in your cart as you like.

To manage your subscription, log in to your Account portal. You'll see options including changing items, skipping a delivery or changing your next delivery date, adding a one-off item to your next order, and cancelling your subscription.

If you aren't able to make the changes you need, contact us and we'll be happy to make them for you.