Frequent Questions
With our Perfect Match Guarantee, you’ll never end up with a product you don’t like. So if you’re having second thoughts, here’s what to do:
Not a fan of a product you purchased? No need to return it. Instead, let us know what you didn’t like and we’ll refund the price in store credit. Then we’ll help you find something else—and we won’t rest until it’s a Perfect Match. Offer stands any time.
Return unopened, unused products within 30 days for a full refund in your original payment method. Please email help@shopfollain.com to request a free return label and send the item back to us, or return in store.
Please plan 1-2 days processing time from the time you place your order to the time it ships out. We offer two options for shipping – Standard and Next Day Air – detailed below.
Orders with Standard Shipping selected are shipped via USPS Priority. You will receive tracking via email as soon as your order ships, and the expected transit time is 3-5 days depending on where you are located (we ship from Massachusetts).
Orders with Next Day Air selected are shipped using UPS Next Day Air. You will receive tracking via email as soon as your order ships, and your order will arrive the day after it ships out. Please note that we always try to prioritize Next Day Air orders to go out the same day when possible, but this is not guaranteed.
Earning rewards is easy, simply create an account and you will begin earning points.
In addition to creating an account, you can earn Clean Points in so many ways! Shop with us online or in store, follow @follain on Instagram, attend select store events, recycle products in our stores, and refer your friends.
- Make 5 refills of your 8oz soap bottles in store to get 100 clean points
- Make 5 refills of your 16oz soap bottles in store to get 100 clean points
- Spend $50 on Refillable Everything Soap online or in store and get 100 clean points. Buy any combination of filled 1oz, 8oz, 16oz bottles, or the 38oz Refillable Everything Soap to reach your goal of $50. You can see how far along you are to a reward in your Clean Points history.
Clean Points may be redeemed online and in stores in increments of 200. Once you hit that milestone, you can start applying your clean points for a discount on your purchase during checkout. Every 200 clean points is equal to $6. You must have an account to redeem points.
You earn points by purchasing any product in store or online. Clean Points are rewarded after any redemptions and applicable discounts. Taxes and shipping costs are not included in Clean Points Rewards. Using a gift card as a payment method will not earn any clean points.
You may not combine other Follain offers (Gifts with Purchase and other sales) when redeeming your clean points in stores or online. If you make an order that qualifies for a gift with purchase but want to redeem Clean Points instead, simply remove the free product from your cart and you can easily redeem Clean Points.
Check your Clean Point balance by logging into your account or visiting our Clean Points page. You can see the points you’ve earned in the box labeled Clean Points History.
We’re proud to offer Terracycle Zero Waste Boxes in all of our stores. Zero Waste Boxes are Terracycle’s solution for hard-to-recycle waste—like product packaging—that cannot be recycled through regular municipal recycling programs. You’ll receive 100 points each time you bring in empty product packaging to recycle, whether it’s a single travel size or an entire bag of full size empties. A purchase during the same visit is required to receive recycling points. If you don’t live near a store, please email help@follain.com and we will assist you in recycling your products. You’ll still receive recycling points as long as you make a qualifying online purchase and reference an order number.
Yes, Clean Points expire if you don’t earn, redeem or refer for one calendar year. Don’t worry, we’ll remind you if you have unused points about to expire.
If you cancel your order, you will not earn Clean Points on that purchase and your balance will be updated once the order is completed. If you redeemed Clean Points on a canceled order, those points will be credited back to your account.
If you return a product, the points earned from that product purchase will be deducted from your account. If you exchange one product for another, you will receive points for the latter (i.e. the product you exchange for).
Chat or text us with any questions about your account.