Your Noli Guide: FAQs

Your Noli Guide: FAQs

1. My Skin Hydration Butter arrived melted. Is it ruined?

Nope—not ruined at all. Our butters are made with heat-sensitive natural ingredients, so some melting during shipping can happen, especially in warmer weather (above 74°F).

Here’s how to fix it:
Place the jar upright in the fridge for 30–60 minutes to help it re-solidify evenly. Do not stir it while cooling.

A note about texture:
Noli butters are poured in a warm, lotion-like state and then allowed to firm into a smooth, balm-like finish. If your butter melts and cools unevenly (like during transit), it may feel gritty or grainy—that’s a natural result of ingredients solidifying at different speeds. It’s still perfectly safe and effective.

To improve the texture:
– Gently re-melt the butter by placing the open jar in a warm water bath until fully liquid
– Place it upright in the fridge to cool without stirring

While this won’t fully replicate the original silky finish (we use a controlled cooling step for that), your butter will still hydrate beautifully.

Hot tip: During warmer months, retrieve packages quickly or ship to a temperature-controlled location.

2. I don’t like the scent I purchased. Can I exchange it?

We don’t offer returns or exchanges—but we get it. Scent is personal. That’s why we recommend starting with a 2oz jar if you’re unsure. It’s the perfect try-before-you-commit size.

3. When will my order ship?

Orders usually ship within 1–7 business days. You’ll get tracking once it’s on the way. Delays are rare, but if they happen, we’ll keep you in the loop.
International orders: shipping timelines vary by country, customs, and local delivery systems.

4. How do I care for my body butter?

To keep your butter in top condition:

  • Store in a cool, dry place
  • Avoid direct sunlight or letting water get inside
  • Use within 6 months of opening for best freshness

5. What can I use Noli body butter and oil for?

These are multi-use staples for skin and hair:

  • Skin: Post-shower moisture, dry patches, elbows, hands, stretch marks, feet, and more
  • Hair: Use oil on dry ends, scalp massage, or braid-outs. Our butters are not designed for hair use.

6. Can I get a refund or replacement for texture changes?

We do not offer refunds or replacements, this includes but isn't limited to any texture changes that occur after shipping or delivery. Once your order is in transit or marked as delivered by the carrier, it becomes the customer’s responsibility to retrieve and store items properly. These changes are cosmetic only and do not affect product safety or performance.

7. What if my order is lost, stolen, or damaged?

All orders include Route Package Protection at checkout. This service covers lost, stolen, or damaged shipments during transit. Route does not cover texture changes or issues related to product storage after delivery. If something goes wrong during shipping, you can file a claim directly through Route’s system.

8. How soon should I check my products after delivery?

We strongly recommend checking your package and products immediately after delivery, especially during warm months. This ensures you catch any issues early while Route coverage is still active and your jars are in their best condition.