Questions
Can't find what you need? Get in touch and a person will answer.
Orders
Do I need an account to order?
No. You can check out as a guest with just your email address, and we send your receipt and tracking there. An account is optional. It keeps your orders and their tracking in one place.
Can I change or cancel my order?
Contact us as soon as you can. If your order has not shipped, we can correct the address or cancel it and refund you in full, including shipping. Once it has shipped it can no longer be canceled, but unopened items can be returned within 30 days.
What happens if something is sold out?
It is marked sold out and cannot be added to your bag or ordered. If a size or scent sells out while it is in your bag, checkout will ask you to remove it before you pay. Other sizes or scents of the same product may still be available.
Delivery
Where do you ship, and how fast?
To street addresses in all 50 US states and Washington, DC. We do not ship outside the US. Orders leave us within 1 to 2 business days, and we email you a tracking link when yours ships. Oxygen brightener and linen water travel by ground, including on Express orders.
How much does shipping cost?
Standard delivery is $9 and arrives 3 to 7 business days after dispatch. It is free when your items come to $95 or more before tax. Express is $24 and arrives about 2 business days after dispatch for items that can travel by air.
How do I track my order?
We email you a tracking number and link as soon as your order ships. If you have an account, the tracking also shows on your order page. If tracking has not moved for 5 business days, contact us and we will follow it up with the carrier.
Returns
Can I open a bottle and still return it?
For safety and hygiene, opened liquids, powders and soap cannot be returned, unless they arrived damaged or faulty, or the product caused a reaction. Unopened items can be returned within 30 days of delivery for a refund to your original payment method.
Something arrived broken or leaking. What do I do?
Take care with any broken glass, then email us a photo of the item and the packaging within 14 days of delivery, with your order number. We will replace or refund it at no cost, and you do not need to send it back unless we ask.
How do I return something?
Contact us with your order number and we will reply with instructions. Please wait for them before you send anything, because liquids and powders must travel by ground. Return postage is yours unless the item was damaged, faulty or wrong. We refund within 5 business days of receiving the return.
Products
How much detergent do I use?
About 30 ml for a standard load in a standard or high-efficiency machine, and 45 ml for a large or very soiled load. The Glass Measure has lines at 15, 30 and 45 ml. Delicate and wool washes use 15 ml per basin, and Silk Wash uses 10 ml. The directions on each label come first.
Are your products eco-friendly or non-toxic?
We do not use those words. They mean different things to different people and are hard to back up as a blanket claim. We list what is in each product on its page and on the label, so you can decide for yourself. Treat every product as a household cleaner and keep it out of reach of children and pets.
How do refills work?
Each pouch has a screw spout. Pour it slowly into a clean glass bottle, close the pouch and store the rest somewhere cool and dry. The 1.5 L detergent pouch fills a 500 ml bottle three times, and the 1 L pouches fill one twice. Use the same scent in the same bottle where you can.
Is Nursery Wash right for sensitive skin?
We make no claim about skin. Nursery Wash has no added fragrance or dye, and that is all we can tell you. If anyone in your home reacts to a detergent, stop using it and talk to your doctor.
Where can I find ingredients and safety information?
Each product page lists the ingredients, dose, directions and safety notes, and the label on the product carries them too. If the label on the product you receive differs from the site, follow the label and tell us. For anything else, contact us.
Care
Which wash goes with wool or silk?
Use Wool and Cashmere Wash for wool, cashmere and other animal fibers, and Silk Wash for silk. Our everyday detergents, Stain Treatment and Oxygen Brightener are not for either. Check the care label first; some garments should only be dry cleaned. Our journal has a step-by-step guide to washing wool by hand.
Do cedar blocks keep moths away?
We sell them for the scent of the wood and we make no pest control claim. Putting wool away clean and dry, and checking stored knits now and then, are the most useful things you can do.
Can I wash something labelled dry clean only?
We suggest you do not. Follow the care label, and take anything labelled dry clean only, or anything valuable or old, to a professional cleaner. Our washes are for garments whose labels allow washing in water.