FAQ
Where and how do you ship?
Where and how do you ship?
United States: We ship domestic orders via UPS and USPS. Almost all orders arrive within 2 business days. We were featured on the official Shopify blog for our commitment to fast shipping.
New York City: We offer same-day shipping for most customers in NYC. Some products cannot be shipped same-day (e.g. if they are out of stock at our NY warehouse) – more information.
United Kingdom: We have a fulfillment center in Birmingham which ships most orders by Royal Mail.
Canada: We ship orders to Canada from our HQ in Brooklyn. Please allow additional time for cross-border delivery.
Other countries: 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.
Do you offer free shipping?
Do you offer free shipping?
United States: Free shipping on orders $40 or more within the continental United States.
United Kingdom: Free shipping on orders £40 or more.
Canada: Unfortunately, we are unable to offer free shipping to Canada.
What is your return policy?
What is your return policy?
We're confident you'll be satisfied with our products. If you're not, we accept returns within 90 days of delivery. To start a return, please follow the link from your order confirmation email, or contact us.
Do you offer local pick-up?
Do you offer local pick-up?
Although we can't service customers in-person at our Brooklyn HQ, we are partnering with retailers and refilleries across the country.
Check out our stockists page for a list of where our products are available.
How do the refills compare to brand name products?
How do the refills compare to brand name products?
Please be aware that we are not endorsed by or affiliated with any of the companies that produce comparable products. However, we think you'll find that the fragrance, appearance and hand feel are all indistinguishable from your favorite brands.
Are you releasing any new products soon?
Are you releasing any new products soon?
We're currently in development on several new products. 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.
What ingredients do you use?
What ingredients do you use?
All of our soaps are manufactured in Brooklyn, NY using the same or similar ingredients that you've come to expect from your favorite brands. For a detailed ingredients list, see the relevant product page.
Why are some products backordered?
Why are some products backordered?
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 within 1-2 business days. If it shows as backordered, it will ship on the date indicated.
Are your products cruelty-free?
Are your products cruelty-free?
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.
How does this help the environment?
How does this help the environment?
We're glad you asked — this is the reason that we started Element Brooklyn! Each of our refill pouches uses only 10g per refill of plastic, compared to the 65g in a standard plastic bottle. We have more detail on our blog.
What should I do with my empty refill products?
What should I do with my empty refill products?
If you have more than 5 empty pouches, you can mail them to us and we will reuse them. Please don't mail fewer than 5 pouches — the environmental impact of shipping will outweigh the reuse value.
What does it mean that your products are Plastic Negative?
What does it mean that your products are Plastic Negative?
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 partnership with rePurpose Global, which has certified our Plastic Negative status. They manage our impact project in Hyderabad, India.
Do you have any discounts or coupon codes?
Do you have any discounts or coupon codes?
We prefer to keep our regular prices as low as possible rather than having permanently available discount codes. However, we do have occasional promotions. To make sure you don't miss out, follow us on Instagram or sign up for our newsletter.
Do you offer bulk/wholesale prices?
Do you offer bulk/wholesale prices?
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 if you would like to apply to join, please fill in our B2B Ordering Request Form.
Which items are eligible for "subscribe & save"?
Which items are eligible for "subscribe & save"?
A 15% discount is offered on all of our soaps, creams and candles when signing up for a subscription (with delivery every 1, 2, or 3 months).
How do I start a subscription?
How do I start a subscription?
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.
How do I change, skip or cancel a subscription?
How do I change, skip or cancel a subscription?
To manage your subscription, please click "Account" from the menu or follow this link. Once logged in, you'll see options including changing items, skipping a delivery, and cancelling.
If you aren't able to make the changes you need, contact us and we'll be happy to make them for you.
Same-day delivery in NYC
In partnership with Flot, we offer same day delivery Monday-Friday to our customers in Brooklyn, the Bronx, Queens and Manhattan. If your address is eligible, you’ll see this option at checkout.
- Free for orders $60 or more
- $7.90 for orders under $60
Cut-off time
Orders must be placed by 1.30 p.m. Any orders placed after this time will be delivered next business day.
Receiving your package
You’ll receive a text or email with a 30-minute delivery window. If you aren’t present for delivery, the driver will try to leave the package somewhere safe.
Ineligible products
The following products currently cannot be delivered same-day as we do not have inventory of them in our NY warehouse. If your cart contains any of these products, same-day delivery will not be listed as an option at checkout:
Plant-Based Kitchen Sponges, Reading Room Candle, Pumice Stone Hand Soap, Commodore Hand Soap, In Full Bloom Candle, Campfire Stereo Candle, Olympus Hand Soap, Campfire Stereo Diffuser Refill