*April 2023 UPDATE*
We’re still searching to find a vanilla that meshes with our lip balm formulation to produce the comforting moisture that so many of us have come to be familiar with. Surprisingly, the vanilla impacts the formula in many ways beyond its fragrance.
As a result, in the past year we have tested several vanillas from different regions in an attempt to match the original experience. However, to date we not been able to get it quite right. So once again we are testing a variety of additional vanillas in pursuit of the perfect blend.
In the meantime, we ask for your continued patience.
*October 2022 Original Post*
This spring we found that we were unable to purchase the vanilla oil that we had been using in our lip balm for the past dozen years. In the natural world some ingredients, often without explanation, simply cease to be available. So, we went on a hunt and experimented with several other organically sourced vanillas. This precious oil is sourced from different geographical regions and each imbue the oil with its own distinct qualities.
One wouldn’t think that changing one ingredient would have such a marked effect. Yet it did. As we experimented with the different vanillas, we noticed unexpected results. Some of our in-house experts noticed that the lip balm was less moisturizing, others said it was grainier, yet others were disappointed in the fragrance. Not to mention the noticeable change in color.
All this from changing one ingredient.
How confusing.
After testing various options – with different vanillas at different percentages – we settled on one that our internal team believed to be closest to the original experience. I say ‘experience’ because the formula did not change. Every single ingredient in our original formula remains in the exact percentage – considering the slight adjustment to the percent of vanilla we are using. We reduced the percent of vanilla slightly, not for cost or any other reason, other than to get as close to the original ‘experience’ as we could.
In August we announced this change with the hope that most customers would appreciate the information and that the new-source-vanilla lip balm would be close enough to the original experience to be satisfactory. Yet that has not been the case. Too many of you are disappointed. So, we have gone back to the drawing board, continuing to search for alternative vanillas and engage our product wizards to finesse the lip balm with various new-source vanillas to get back to the original magic.
Nothing pains us more than not being able to deliver the magic you have come to expect. I want you to know that our mission is to find a vanilla that will deliver that magic again.
In the meantime, if you have a lip balm that does not meet your expectation simply email [email protected] and we will issue a credit within 48 hours (outside of weekends). You don’t have to return it. In fact, feel free to use it. We’d rather you use it and get some satisfaction than discarding it. You deserve to be 100% happy. Use it and enjoy it.
In the meantime, we’d ask for your continued patience as we search out an alternative that will bring us all back to the magic we love.
~ David Gordon
CEO | Co-founder
10 comments
It is so comforting to know that others have noticed the difference- my husband and I thought we had simply purchased a bad batch. We appreciate the company acknowledging the difference and being so transparent about the mishap. We loved the old formula and look forward to finding a substitute within the EH family of products.
I noticed this changed myself, as I’ve been using this lip balm religiously for several years now. None other can compete. I was very disappointed thinking you simply changed the formula, then found your blog post. It’s a relief to know you are still searching, and I can’t say how much I appreciate the transparency and the care for your customers. I will wait patiently, thank you.
I knew the lip balm tastes different, thank you for the explanation, however some things are spot on as they are and don’t need fixing or tweaking. Just saying
I kind of can’t believe how comforting it is to have my experience of this change met with not only honest acknowledgement that there has in fact been a change, but also an effort to try to restore the experience back to the original. I was not someone who regularly used chapstick or a lip balm before accidentally stumbling into this one, and I am really hoping to get this back in the future. In the meantime, like others I am holding and using sparingly the very last bit of my original stick!
I was dismayed to note the change in color and texture, as I am very picky about lip balms. However, I’ve been pleasantly surprised at how nice the new texture is. Not quite as magical, but still a step above the rest. I’m happy with my purchase. Thank you for the transparency and information on this issue!