FAQs & Returns


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Product Qs

Q: What can Skin Wash be used for?


Skin Wash is a facial skincare-grade cleanser for your entire body. It can function as a makeup remover, face cleanser, body wash, shaving gel, bubble bath, hand soap, or any other type of skin cleansing.

What is the pH of Skin Wash and why does that matter?


Skin Wash has a slightly acidic pH of 5. Most body wash formulas and soaps are alkaline, with pH around 8-10, which can be drying, irritating, and harm our skin’s delicate microbiome. Your skin’s natural pH is slightly acidic at 5.5 due to its delicate outer “acid mantle”, which maintains the skin’s barrier function and helps retain moisture.

Q: Is Skin Wash for all skin types?


Skin Wash was formulated to suit a wide range of skin types. Our signature formula includes a natural fragrance that is clean by most retailer standards, so if you are allergic to fragrance, please stay tuned for our fragrance-free Skin Wash.

Q: Is your bio-based recyclable pouch also compostable?


No it is not compostable. Our pouches are made from plants that have a naturally carbon negative production footprint but are monomaterial (made from one polymer) and designed to be recycled.

Q: How do I recycle the Skin Wash pouch?


Our biobased, mono-material (made using only one type of polymer) pouch is recyclable in either dedicated PE streams (#4) or via in store collection systems like Red-Cycle.

Q: How long does one pouch of Skin Wash last?


32 ounces should last one person about 2 months, using it as their face, body and hand soap. We recommend using the product 12 months after opening.

Q: How do I refill an existing bottle with Skin Wash?


We recommend cleaning a previously used skincare product bottle with dish soap and warm water. Mist with isopropyl alcohol, and allow to dry fully. Then simply refill with Skin Wash from the pouch’s resealable spout.

Our preservative system is gentle and designed to be non-irritating, yet strong enough to withstand being put into new components.

Order Qs

Q: What is your return policy?


As a sustainably-minded company, we do our best to offer eco-friendly solutions at every opportunity. We hope you love your Gntl products, but are happy to accommodate you if you are not satisfied with your purchases.

If you’ve opened the product and do not like what you’ve ordered for whatever reason, we offer a 50% refund within 30 days of purchasing. For unopened products, please contact us at support@gntlskin.com so we can assist you.

Q: What if I need to change or cancel my order?


Please reach out to support@gntlskin.com ASAP so we can help you!

Q: What is the status of my order?


You will receive an order confirmation email shortly after you place your order. We aim to process all orders within 2 business days (excluding weekends and holidays), but during high volume times, it can take longer. You will receive a tracking number when your order ships. Please note, it can take up to 24 hours for the tracking to become active.

Q: What should I do if my package was lost or misdelivered?


Lost or missing packages must be reported to support@gntlskin.com within 14 days of your shipment notification email (be sure to check your spam folder) in order to pursue a replacement or credit. After that period, Gntl can no longer take responsibility for the order. Thank you for your understanding!

Q: What should I do if my item(s) arrived damaged and/or defective?


Please send an email to support@gntlskin.com with a photo of the damaged item along with your order number, and our customer support team would be happy to help resolve the matter with you. Damages or missing items must be reported within 14 days of your order delivery.

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