Questions: Answered.

We are committed to helping you have an incredible experience and incredible products. Please see below for info on shipping, exchanges, returns, products, and more. If you do not find the info you need, please shoot us a note at help@hawthorne.co

HOLIDAYS/GIFTS FAQS

Is my gift guaranteed to be delivered by December 25th?

We recommend placing your order as early as possible, with heavy shipping delays expected this year. For Free Shipping (3-7 Business Days), we recommend placing your order before 12 PM ET (noon) on Wednesday, December 14th. Please include 1 business day for the order to process before shipping. For Expedited Shipping (2 Business Days), we recommend placing your order before 12 PM ET (noon) on Monday, December 19th. Please include 1 business day for the order to process before shipping. After 12 PM ET (noon) on December 19th, only E-Gift Cards are guaranteed delivery by December 25th.

I’m getting this as a gift, but what if they don’t like it?

No problem! We offer complimentary returns and exchanges. Have them reach out to help@hawthorne.co with the product they’d like to return or exchange, and either the order number or the purchaser’s email address associated with the order. Refunds will be returned to the original payment method, and we do not offer store credit. If the order was bought with a physical gift card or e-gift card, the amount would go back to the gift card. Physical gift cards and e-gift cards themselves are not refundable.

How do I edit or cancel an order?

We process orders quickly, so, unfortunately, we cannot cancel or make edits to orders that have been placed. That said, feel free to shoot us an email at help@hawthorne.co, and we can help get a return and refund set up for you.

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Core Experience

How do you tailor my products through the quiz?

We use your body chemistry and lifestyle information to get to know you and identify your needs and preferences, and our proprietary tailoring algorithm recommends you the perfect products based on study-backed research and thousands of different guys who helped to test our formulas. And our team makes sure to oversee every order to ensure that your Hawthorne products are perfectly tailored for you.

Will the quiz recommend me products that I'll love?

Our tailoring algorithm has over 97% accuracy, and we stability test all of our formulas for at least 12 weeks before making them available to you through our quiz. That way, we can assure you that your Hawthorne products will have you looking, feeling, and smelling your best.

What if I’m not happy with my Hawthorne?

We stand by our products and customers, and we won't rest until you’re fully happy with your Hawthorne. That’s why we're proud to offer 30-days for you to try your Hawthorne products before committing. If your order is not to your liking, we're happy to provide you with a return or exchange at no cost. Just be sure to reach out within 30 days of receiving your order to help@hawthorne.co, or start your return or exchange HERE, and we’ll take care of the rest.

Please note we do not accept returns or exchanges for subscription replenishments, final sale items, gift cards, sample sets, or trial sets.

How long does the replacement, return, or exchange process take?

We will process your new order immediately once you return your original product(s), so you should expect your replacement or exchange order within 4-8 business days of you sending in your original item. Depending on the option that works best for you, returns will be credited to your original payment method or a Hawthorne e-gift card. Funds being returned to an e-gift card will be available immediately through an e-gift card that will be emailed to you. Funds returned to your original payment method may take up to 3-5 business days to appear in your account.

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Product Experience

Do you have gift cards?

We do! Our e-gift cards are the perfect gift for any occasion-check them out HERE. Please note gift cards cannot be used towards subscription renewals and are nonrefundable.

Are your products safe and clean?

All of our products are sulfate-free, paraben-free, silicone-free, phthalate-free, talc-free, and aluminum-free.

Are your products cruelty-free?

We are proud to say that all of our products are cruelty-free. We do not test on animals, and we do not use animal-derived products. We let the animals be in peace.

Body wash or bar soap - which is better?

It is largely personal preference! Both get the job done. In broad terms, body wash is generally kinder on sensitive skin, since soap as an ingredient works by stripping all dirt and oils from your skin. Thus, some people may find the bar soap to be a little drying. We utilize ingredients like shea butter, coconut oil, and almond oil, though, in our bar soap formulas to make sure you get the nourishing and moisturizing experience your skin deserves.

Do you have an antiperspirant?

We do not because some studies have linked the main ingredient in antiperspirant, aluminum, to cancer. We strive to deliver you clean products and thus do not currently offer an antiperspirant. Instead we utilize witch hazel in our formulas, which is a natural and clean alternative to aluminum: it is antibacterial, anti-inflammatory, and it gently constricts your skin acting to reduce sweat. If you feel strongly about needing an antiperspirant, please shoot us an email at lab@hawthorne.co as we are always open to feedback.

Where are your products made?

All of our formulas are proudly made in the U.S. in the top product labs.

What does it mean that you have “high quality” products?

According to industry standards, the average department store fragrance sold today has a $30-$50 cost per kilo budget for the ingredients that go inside the bottle. Hawthorne spends $400-$500 per kilo on our fragrance oil, so that we can use only the best ingredients. That way our award-winning perfumers have a full palette of materials to work with when creating your fragrances. Similarly, we work with the top personal care product labs to create our bathroom products. We sourced these labs across the United States by finding the creators behind some of our favorite formulas for both niche and luxury brands. Even more, we made sure to give these labs an ever larger budget on the formulas so that they can use even higher quality ingredients than those high-end brands we love, so that, in turn, we can be sure we’re getting you only premium quality products.

What awards have your "award-winning perfumers" won?

Olivier, Rodrigo, and Quentin are superstars and legends in the fragrance world. They've won the Fragrance Foundation's Fragrance of the Year award over a dozen times, as well as the Fragrance Foundation Hall of Fame award. They also design fragrances for top selling luxury and niche brands.

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Shipping

Where do you ship?

We currently ship to the continental U.S., Hawaii, and Alaska only. At this time, we don’t ship internationally or to the U.S. territories, but shoot us an email at help@hawthorne.co with your country, and we'll work to get it on our map! Due to shipping restrictions, orders containing Foaming Shave Gel are unable to be shipped to Hawaii, Alaska, or APO/FPO/DPO addresses.

How fast do you ship?

We start working on your order as soon as you place it, so we can get it in your hands as soon as possible. Regular shipping takes 3-7 business days from when the order is placed. Express shipping takes 2 business days starting the day after you place your order. Due to shipping restrictions, orders containing Foaming Shave Gel are not eligible for express shipping.

What does shipping cost?

Shipping is free for all orders over $25 at Hawthorne. Otherwise shipping costs $5 for regular (3-7 business days). Express shipping via 2 business day service costs $10.

Where is my order confirmation & shipping confirmation email?

You should receive your order confirmation email a few minutes after you place your order. If you don’t, please check your junk/spam filter. Gmail and other email providers sometimes put it there, because they don’t want you to be your best self ;) Shipping confirmation emails with tracking numbers typically arrive via email within 1-3 business days after the order has been placed. Please allow carrier 24 to 48 hours to update your tracking. If you have any questions, email us at help@hawthorne.co.

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Account Management

Can I check my e-gift card balance?

Absolutely - shoot us an email at help@hawthorne.co, and we'll check for you!

How do I manage, change, or cancel my subscription?

You always have the ability to manage the subscription through your account page HERE. You can push back the date, change the frequency, and cancel or reactivate your subscription. We also send a replenishment reminder email to you before processing any renewal order in case you want to cancel or push the order back before the replenishment is processed. If your renewal order has already been shipped, we can cancel your subscription to ensure you don’t receive additional renewal orders.

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Other

Any other questions?

Email us at help@hawthorne.co and we'll get you an answer!

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