Need Help? We're Here.
Real humans answer every message within one business day.
Before you write in
Most questions we receive fall into three groups, and all three have faster answers than an email. If your order has shipped and you want to know where it is, the tracking link in your dispatch confirmation updates more often than we can look it up manually. If you want to start, pause, skip or cancel a subscription, that is handled in your account under Subscriptions and takes effect immediately. And if you are trying to decide between two scents or two formulas, the Scent Compass and the Gold Standard formula page will get you closer than we can without knowing your beard.
What to include so we can help in one reply
For anything order-related, send the order number and the email address you checked out with — that is enough for us to find everything without a second round of questions. For a damaged or incorrect item, a photo of the item and the outer packaging lets us send a replacement the same day rather than opening an investigation. For product advice, tell us how long you have been growing, what you are using now, and what is actually bothering you: itch, flaking, coarse hair, ends splitting, or a beard that will not sit flat. Those four complaints have four different answers, and the wrong product makes each of them worse.
Response times and who answers
Email and the form on this page are answered within one business day, Monday to Friday. Phone lines are staffed during business hours and go to voicemail outside them; we return calls in the order they arrive. Messages sent over the weekend are picked up first thing Monday. There is no outsourced call centre here — the people answering are the same people who blend, label and pack the products, which is why answers about formulas and batches tend to be specific rather than scripted. Wholesale, stockist and press enquiries are welcome through the same channels; note the nature of the enquiry in your first line and it gets routed straight to the right person.
