Refund policy
Effective Date: 1 August 2026
We inspect every piece before it leaves our workshop — and we stand behind it after it leaves, too.
At Olive and Tallow LLC ("Olive & Tallow," "we," "our," or "us"), every product is handcrafted in small batches using carefully selected ingredients and inspected before it leaves our workshop. We take great pride in the quality of our products and want every customer to shop with confidence.
Because our soaps, balms, salves, lip care products, shampoo bars, and other personal care products are handcrafted cosmetic items intended for personal use, we maintain the following Return & Refund Policy.
1. No Returns on Cosmetic Products
For the health, hygiene, and safety of all customers, we do not accept returns or exchanges on cosmetic or personal care products once they have been shipped. This policy applies to, but is not limited to:
- Handmade soaps
- Tallow balms
- Herbal salves
- Lip balms
- Shampoo bars
- Pet care products
- Seasonal or limited-edition products
Returned products cannot be restocked or resold.
2. Incorrect Orders
If you receive an incorrect item due to our error, please notify us within five (5) calendar days after delivery. Please include your order number, a description of the issue, clear photographs of the product received, and a photograph of the shipping label.
Once verified, we will, at our discretion, ship the correct product at no additional cost, replace the item, or issue a refund.
3. Damaged Orders
If your order arrives damaged during shipment, please contact us within five (5) calendar days of delivery. To process a claim, we require photographs of the damaged product, the shipping box, all packing materials, and the shipping label. Failure to provide photographs may prevent us from filing an insurance claim with the shipping carrier.
Approved claims will receive either a replacement, store credit, or a refund. The method of resolution will be determined by Olive & Tallow based on product availability and the circumstances of the claim.
4. Products Affected by Heat
Our products are made with natural ingredients that may soften or melt during periods of extreme heat. If your order arrives in an unusable condition due to shipping-related heat exposure, please contact us within five (5) calendar days of delivery. If approved, we may provide a replacement, store credit, or a refund.
Products left unattended after delivery — including in mailboxes, on porches, or inside vehicles — are the customer's responsibility. We cannot guarantee the condition of products after delivery has been completed.
5. Lost Packages
If a shipment is lost while in transit, please contact us. We will work with the shipping carrier to investigate the shipment and, when appropriate, file an insurance claim. After the investigation is complete, we may, at our discretion, replace the order, issue store credit, or provide a refund.
6. Packages Marked “Delivered”
If tracking information indicates that your package has been delivered but you cannot locate it, we recommend that you first check around your delivery location, ask household members and neighbors, and contact your local post office or shipping carrier.
Because delivery is confirmed by the carrier, Olive & Tallow cannot guarantee reimbursement for packages that are marked as delivered but cannot be located. We will review each situation individually and may offer a replacement, store credit, or another resolution at our sole discretion.
7. Customer Dissatisfaction
We understand that scent preferences and product expectations can vary. Because personal care products cannot be safely resold after shipment, we do not offer refunds or exchanges simply because you dislike the scent, the texture differs from your expectations, you ordered the wrong item, you changed your mind, or the product does not meet personal preference.
If you experience an issue with your order, we encourage you to contact us so we can determine whether another solution may be appropriate.
8. Allergic Reactions
Customers are responsible for reviewing ingredient lists prior to purchase. Because individual skin sensitivities and allergies vary, Olive & Tallow cannot guarantee compatibility with every skin type. We strongly recommend performing a patch test before using any new product.
Refunds or exchanges are not provided for allergic reactions, skin sensitivities, or individual ingredient intolerances.
9. Handmade Products
Every product is handcrafted. Natural variations may occur in color, scent, botanical appearance, texture, shape, swirl patterns, and overall appearance. These natural differences are not considered defects.
10. Order Cancellations
Orders may be canceled only before production or shipment begins. Once an order has entered production, packaging, or shipping preparation, it cannot be canceled. Custom or made-to-order items may not be canceled once production has started.
11. Return Shipping
If we authorize a return because of our error, we will provide instructions regarding return shipping. Otherwise, return shipping costs are the responsibility of the customer.
12. Shipping Charges
Original shipping charges are non-refundable except when required by applicable law.
13. Chargebacks
If you believe there is an issue with your order, we kindly ask that you contact us before initiating a payment dispute or chargeback. Our goal is to resolve concerns promptly and fairly whenever possible.
14. Our Commitment
At Olive & Tallow, every product is handcrafted with care using thoughtfully selected ingredients and traditional artisan techniques. If your order arrives damaged, incorrect, or fails to meet our quality standards, we will work with you in good faith to make it right.