FAQ Product Information________________________________________ Where does Shea butter come from? Shea butter is produced from the edible nut of the fruit from the Karite tree. The Karite tree is grown in Ghana and other parts of West Africa. It produces tiny, almond-like fruit from which shea butter is extracted. The tree itself is not cultivated and takes 40 to 50 years to mature. How does shea butter look? The texture of raw shea butter is very smooth and soft. It will melt once it encounters body heat. Whipped shea butter has a very light texture compared to raw shea butter. I often compare it to butter and sugar that has been creamed or even whipped mashed potatoes! Shea butter should either be a very light tan or ivory color or pale yellow. Shea butter that is a bright golden yellow is not 100% shea butter. Shea Butter that is bright yellow, has been mixed with other additives. What is the shelf life of shea butter? The shelf life of shea butter is approximately 6 to 8 months. It does not last forever, so hoarding butters is not recommended! Lol What is the proper way to store shea butter? Shea butter is best when stored in a cool, dry place (room temperature is fine). There is no need to keep shea butter in the refrigerator. If shea butter is stored in extreme heat conditions, it will melt. Once the temperature has normalized, the shea butter will harden and may become grainy. There is nothing wrong with shea butter in a grainy state. If your shea butter has become grainy, you will need to rub it together in your hands a little longer, so that the grains dissolve. Are your products natural, organic or vegan? Jilyn Skincare products are either 99% or 100% natural. Some products may contain ingredients that have been certified organic, but the overall end product has not been certified as organic. Why do I feel a burning sensation when using the black soap? The black soap will penetrate even the smallest cut in the face or skin that may not be seen by the naked eye. This may cause the burning sensation. For this reason, it is very important that you keep this product away from your eyes. Black soap may aid in healing those small cuts and wounds. The burning sensation should subside in a few days. If a burning sensation does occur, we advise using aloe vera to soothe the skin. If it continues, we recommend discontinuing use of this product. Why is face oil not recommended for pregnant women and nursing mothers? A few of the essential oil ingredients are not recommended for use while pregnant and/or nursing. Will any of your products cure my medical condition? Jilyn Skincare is in no way affiliated with the medical industry. Any condition you have should be discussed with a medical professional. Ordering and Payment Information Do you have a physical location? Currently, products are only available for online purchase. What forms of payment are accepted? PayPal, credit card, or Sezzle What is Sezzle? Sezzle is a program that allows you to make 4 interest-free payments on purchases, over a 6-week period. I don’t see Sezzle listed as a payment option. What do I do? To check out using Sezzle, please follow these instructions: From your shopping cart, select checkout Complete the information section. Either log in to your account or enter the shipping information. Continue to the shipping section. Priority mail is preselected. Continue to the payment section. Enter the billing address section. Click “complete the order”. You will be redirected to the Sezzle website. Once the required information has been entered, click “complete the order.” After I have submitted my order, can I make a change? Unfortunately, changes cannot be made once an order has been submitted. This includes order cancellations. I did not enter my coupon code at checkout. Can you adjust my order? Unfortunately, adjustments cannot be made after the order has been submitted. Why is my coupon not being applied to my entire order? Coupons/discounts are not valid on sale items, samples, sets, packages, bulk items/orders, limited edition items, and apparel. If your order contains any of these items, the discount will not be applied. What is the return/exchange policy for Jilyn Skincare products? All sales are final on Jilyn Skincare products. Items may not be returned for a refund or exchange. Shipping How are shipping charges calculated? For bulk item orders, shipping and handling is calculated based on the total shipping weight of your order plus the location where items are mailed. All other orders are shipped at a flat rate of $5. Free shipping is offered on eligible orders of $75 or more. Bulk items are not eligible for free shipping. When will my order ship? Orders ship Monday - Wednesday. Shipping will be delayed when federal holidays and sales occur. If there is a delay in shipping due to inventory or a high volume of orders, you will receive an email as soon as possible with an estimated ship date. During warm weather months, please have purchases shipped to an address where orders can be retrieved immediately. Shipping during the holiday season and Black Friday may be longer than normal due to the much higher volume of orders. Do you ship internationally? Jilyn Skincare currently ships to the following locations, Canada, UK, Germany, and Japan as well as military APO and FPO. Order Issues What do I do if my order has not arrived? Verify tracking data for your order. If the tracking says that it has been delivered, contact USPS or whichever shipping carrier was used. Also, check to ensure your package was not received by someone else in the household, left with a neighbor, or in a different area outside of your home. https://www.usps.com/help/claims.htm What do I do if my package arrives and it is damaged? If your order arrives damaged, take pictures of all postal packaging the product was delivered in as well as pictures of all items. Email all pictures to firstname.lastname@example.org within 24hrs of delivery. Once photos are received and reviewed, Jilyn Skincare will contact you within 48hrs regarding next steps. All photo evidence must be received within 24 hours of the delivery, no exceptions. What do I do if my shea butter arrives and it has melted? If your shea butter melted and solidified back into a grainy state, it can still be used. If this occurs, do the following: take the product into your hands, rub your hands together to melt it a little, and use as usual. You can also melt the product back down into a liquid state. Only use the double boiler method to do this. Cool the shea butter to re-solidify it. Afterwards, just use a mixer to transform the shea butter into the fluffy texture. If your shea butter is in a liquid state when it arrives, simply store it in a cool dark place, it will solidify once it has cooled own. Your shea butter may have a grainy texture. What do I do if an item is missing from my order? If an item is missing from your order, please send an email to info@jilynskincare within 24 hours of receiving your order. Be sure to include pictures of the contents of your order. Once the information has been received, a Jilyn Skincare team member will be in contact with you regarding next steps. What if I receive an incorrect item? If you receive an incorrect item, send an email to info@jilynskincare within 24 hours of receiving your order. Pictures of the items received must be included in the email. Once the information has been received, a Jilyn Skincare team member will be in contact with you regarding next steps? Product Availability When is whipped cocoa butter available? Whipped cocoa butter is available during cooler months only, usually from September – March. The actual dates may vary depending on outside temperatures. Once temperatures are consistently over 80 degrees, the product will be removed from the website. High temperatures almost always cause the butter the melt during transit. It is best to stock up on this product during early spring so that it lasts through the summer. The product is available for purchase again when the weather cools off, usually in late fall. When is your fall fragrance line available for purchase? Limited edition fall scents are available beginning the first official day of fall (September 22nd) thru the last official day of Fall (December 21st). When am I able to purchase Strawberry Champagne? Strawberry Champagne is a limited-edition scent. It is available twice per year, in February and for National Sweetest Day, in October. Why isn’t Sangria White Peach listed on the website? Sangria White Peach is a limited-edition scent, available only during the summer. Account Profile How can I update my online account profile password? If your password needs to be updated, please use the “Forgot Your Password?” link. It may take a while before the reset link is delivered to your email, please be patient. Contact Information What are your business hours? Normal business operation hours for Jilyn Skincare are as follows: Tuesday- Thursday 10a-4p EST How can I reach Jilyn Skincare? Jilyn Skincare can be reached via mail at Post Office Box 1334 Stockbridge, Georgia 30281 and via email at email@example.com Be sure to add info@jilynskincare to your address book to ensure emails are delivered to your inbox.