Frequent Questions

ORDERS, RETURNS, & SHIPPING

Our customer service team is available Monday-Friday 9am-5pm EST and will get back to you within 24 hours. If you reach out over the weekend we’ll get back to you on Monday!


For a quick reply during business hours you can also text: (857)-214-2123

PRODUCT QUESTIONS & CONSULTATIONS

Chat live with a Follain Educator Tuesday-Saturday 11am-6pm EST. If someone is not available, feel free to send any questions to us below or text us at (857)-214-2123

If you have any other questions, please send us an email below.

PERFECT MATCH GUARANTEE

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:

NEVER OPENED YOUR PRODUCT?

Return unopened, unused products within 30 days for a full refund in your original payment method. Please send us an email below to request a free return label and send the item back to us, or return in store.

When reaching out, please provide your order number, the products you’d like to return, confirm if they are used or opened and provide a reason as to why you would like to initiate this return.

IF YOU TRIED YOUR PRODUCT….

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.

When reaching out, please provide your order number, the products you’d like to return, confirm if they are used or opened and provide a reason as to why you would like to initiate this return.

SHIPPING

Please plan 3 days processing time from the time you place your order to the time it ships out. All orders are shipped from MA.

STANDARD SHIPPING

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).

NEXT DAY AIR

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.

INTERNATIONAL SHIPPING

We are currently only shipping within the US right now. However, we are available for purchase on our Amazon Store and at Anthropologie.

SHIPPING METHOD

We  offer two options for shipping – Standard and Expedited Shipping. All orders default to standard shipping unless the expedited shipping option is selected.

Standard Shipping: 

Orders with Standard Shipping selected are shipped via DHL and then handed over to USPS for delivery. You will receive tracking via email as soon as your order ships. The expected transit time is 3-5 days depending on where you are located. Standard shipping costs $7.50. If your order is $50 or more (after discounts and before taxes) then the standard shipping method is free.

Expedited Shipping: 

Orders with Expedited Shipping 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. Expedited shipping costs a flat rate of $25.

EDITING ORDER

Once orders are placed we are unable to add or remove products from the order. We can edit shipping addresses should those need to be updated, but please try and reach out to us ASAP as we ship orders fast!

For immediate service its best to text us at (857)-214-2123 or you can email us below.

CANCELING ORDER

Should you need to cancel your order, please try and reach out to us ASAP as we ship orders fast!

For immediate service its best to text us at (857)-214-2123 or you can email us below.

ORDER TRACKING NOT UPDATING

If the tracking for your order is still in transit and has not updated after 72 hours, please reach out to our team below and provide us with your order number, tracking number, and confirmed shipping address and we’d be happy to work with our carriers to get this resolved.

MISSING PACKAGE

If your order is marked as delivered and you have not received the order, please wait 48 hours before reaching out to our team below. When you do reach out, please confirm the correct shipping address so we can work with our carriers on retrieving your package.

We also recommend asking your local carrier, neighbors, and building manager in case they have seen your order.

ORDER ISSUES

Should an item in your order be damaged, missing, or incorrect, reach out to our customer service team below and  include a photo, if any damages, and our  team would be more than happy to resolve this for you.

PAYMENTS

We offer secure online ordering and accept MasterCard, Visa, American Express, Discover, PayPal, and Amazon Pay. 

AfterPay is available for orders over $35. 

The zip code entered in the billing address at checkout must match the zip code on file for your selected payment method for the payment to be processed through.

DISCOUNTS & PROMOTIONS

Discount codes can be applied to all promotable* products and cannot be combined with any other offers, including redeeming Clean Points. All discount codes are one-use only (subject to change).

*Non-promotable products include: Gift Cards; Product Sets; Kits; Josh Rosebrook; La Bella Figura; May Lindstrom; OSEA; Saie; and Vintner’s Daughter.

NO SHIPPING OPTION AVAILABLE AT CHECKOUT

If you go back to the cart page and click on “check availability” under the products in your cart, check to make sure they are all in stock online or at the store location where you would like to pick up your order. If you do find an item to be sold out, remove it from your cart and you should be able to proceed through checkout.

If you have any other questions, please send us an email below.

CANNOT LOGIN TO ACCOUNT

If you’re unable to log into your account, click on “Create Account” on the login page, to receive an activation email where you can also reset your password. If you have any other questions, please send us an email below.

AFFILIATE PROGRAM

If you’d like to join the affiliate program, please use this link here to apply and learn more about the program:

https://bit.ly/2HDwexg 


If you’re already an affiliate or if you have any other questions regarding this program, please send a note over to affiliates@follain.com and someone will get back to you from there.

MARKETING, PRESS, & INFLUENCERS

We’d recommend sending a note over to press@follain.com. Someone will reach out from there if they would like to continue the conversation.

VENDOR & BRAND INQUIRIES

We would first recommend looking at our Restricted Ingredients List to make sure any of the products you’d like to submit do not contain any of these ingredients.


If your products meet our standards, feel free to send a note over to vendors@follain.com. Someone will reach out from there if they would like to continue the conversation.

WILL YOU HAVE IN-STORE PICKUP AVAILABLE?

Yes, we offer in-store pickup. You can order online and select the “Pickup” in checkout, or call, email, or DM your local store directly to place an order, which our store educators will then fulfill.  You will receive a confirmation email when it’s time to pick up. 

Pickup orders will be placed in a designated location for contactless handoff. If you prefer curbside pickup, simply call the store upon arrival and an educator will deliver your order to the trunk of your car.

WHEN ARE STORES REOPENING?

Our Beacon Hill store is reopening on June 24th, Bethesda and Seattle on July 15. Additional locations will be reopening throughout the summer, depending on local government regulations and team safety. Please check store locations for more information, and follow your local store on Instagram for the most up-to-date information.

WHAT SAFETY MEASURES ARE YOU PUTTING IN PLACE?

The health and safety of our store employees and customers is our top priority. Follain is committed to adhering to and over-delivering on all local state safety and phasing guidelines. New safety measures include: 

  • Limited capacity to facilitate social distancing
  • Required masks for employees and customers
  • Frequent sanitization of surfaces
  • Wellness checks for employees before working
  • Mandatory hand-washing 
  • Discontinued use of shared testers
CAN I REFILL SOAP IN STORES?

Yes, we are happy to refill soap. Please be sure to bring a clean and dry bottle to the store and an educator can help you. You’re welcome to give your bottle and extra rinse in our sink as well! Customers can book a shopping appointment or walk in for a 1:1 experience with an Educator.

IS RECYCLING AVAILABLE?

Yes, we are accepting empty products and will work with Terracycle to recycle responsibly. Educators will not handle products, but customers can place products into Terracycle boxes. Customers receive 100 Clean Points each time they recycle, and there is no limit to how many products you can bring in.

HAVE STORE HOURS CHANGED?

Store hours may vary by location, please check for information on our store page.

DO I HAVE TO MAKE AN APPOINTMENT TO SHOP IN STORE?

No. Customers are free to arrive at the store at any time, but please understand that you may be asked to queue if our in-store capacity limits are reached.   Follain’s approach is to make sure that every customer has a personal interaction with an educator, so we can provide a safe experience for you and our store teams. If you’re asked to queue and don’t have time to wait, please make a pickup order to collect at a different time.

HOW DO I TEST OR SAMPLE A PRODUCT?

Products on shelves are for display purposes only. Please do not touch or use products on shelves. Sampling is limited to packets produced by our brand partners, or safely pre-made samples that our educators make with product that remain off the sales floor. Products used in pre-made samples have been ordered after store re-openings. Selection may vary by store.

DOES FOLLAIN HAVE CONTACTLESS CHECKOUT?


All stores are equipped with contactless payment support.

CAN I RETURN PRODUCTS IN STORE?

Unopened, unused products may be returned 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. If you wish to return a used product, please do not bring it into the store. You will receive store credit for the item per our our Perfect Match Guarantee, but we ask that you recycle it at home. 

ARE YOU OFFERING MAKEUP APPOINTMENTS?

In-store makeup services are suspended for the time being, but we are now offering virtual consultations. Please book an appointment and an educator will connect with you digitally.

HOW WILL YOU ENFORCE SOCIAL DISTANCING?

When arriving at the store you will see signs indicating that social distancing is required while in store. Each store has a specific, limited capacity requirement and educators will always be zoned to help adhere to our policy. Please note that you may be asked to queue outside the store if we are temporarily at capacity.

ARE CUSTOMERS REQUIRED TO WEAR MASKS?

Yes. Follain requires all customers to wear a mask when inside the store, and we will provide disposable masks free of charge to those who need one

WILL FOLLAIN IMPLEMENT TEMPERATURE CHECKS FOR EMPLOYEES?

Yes. As part of our pre-shift screening process, all employees will be screened for key symptoms before beginning work.

ARE ALL PRODUCTS AVAILABLE FOR PICKUP?

Only items that are in-stock in store are available for pickup.   If your follain.com cart is not eligible for pickup, one of your products may not be available in store.

ARE GIFTS WITH PURCHASE AVAILABLE FOR PICKUP?

Sometimes GWP’s are available for online sales only, which may limit pickup availability.  If you’re attempting a pickup order, please remove the GWP from your cart.

WHY DID SOME OF MY OLDER ORDERS NOT ACCRUE ANY CLEAN POINTS?

Our Clean Points program newly started on March 2, 2020. This is a new program for all of our customers and we did not pull in past orders for Clean Points. Any new purchases from the launch of the program moving forward are eligible for earning Clean Points as long as you have an active online account with us!

HOW DO I BECOME A CLEAN POINTS MEMBER?

Earning rewards is easy, simply create an account and you will begin earning points.

HOW DO I EARN CLEAN 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. You don’t need to be logged in to earn, as long as you have an account you will earn Clean Points.

HOW DO I EARN POINTS WITH REFILLABLE EVERYTHING SOAP?
  • 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.

HOW DO I REDEEM CLEAN POINTS?

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.

Clean Points cannot be redeemed if you use ShopPay. If you are brought to ShopPay please exit or go back a page to go through our regular checkout and redeem your Clean Points.

If you have any other questions, please send us an email below.

DO I EARN CLEAN POINTS FOR ALL PURCHASES?

You earn points by purchasing any product in store or online, as long as you have an account.  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.

CAN I COMBINE MY CLEAN POINTS WITH OTHER OFFERS?

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. 

HOW DO I CHECK MY BALANCE?

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.

HOW DOES RECYCLING WORK?

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.

WILL MY POINTS EXPIRE?

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.

I CANCELED MY ORDER, WHAT HAPPENS TO MY CLEAN POINTS?

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 I RETURN A PRODUCT, WHAT HAPPENS TO MY CLEAN POINTS?

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).

WHO DO I CONTACT IF I HAVE QUESTIONS ABOUT MY CLEAN POINTS BALANCE?

Our customer service team would be more than happy to assist you! You can email them below and they will get back to you within 24 business hours.