Our Refund Policy
You have the Statutory Right to return any products within 28 days from the date you receive your order. Please note that you will need to cover the cost of sending the products back to our workshop within this time period if the products are not faulty, i.e., if you have just changed your mind. We require that you send the items back via recorded delivery and that you send us the tracking number. We will not issue refunds or exchanges for products after 28 days have passed from the day you received your items. We will also not accept claims that items were never received or were received damaged after 28 days have passed. We will also not accept responsibility for any lost parcels that are not sent with a trackable delivery service. In order to receive a full refund the products must be unopened, sealed and in the same packaging and condition they were sent to you in. Refunds are processed within 7 days of us receiving and examining the item(s). We will not refund products that have been opened and/or used unless a skin reaction to the product has been reported within 28 days of the customer receiving the item. Returned items that are received broken or damaged due to them not being wrapped properly by the customer will not be refunded.
In the unlikely event we send you the wrong items, please contact us and send us the items as soon as possible in their original packaging and box to our workshop address that will be emailed to you, for a replacement. We will send you a pre-paid Evri postage label to attach to the parcel and a courier will pick it up from your address.
In the unfortunate event you receive a parcel that is damaged, open or the contents are missing, we require that you take photos of the box or envelope (showing the address label) and the inside of the box or envelope, as you received it. We need these photos as evidence when we file a claim with courier companies before we send a replacement to you. The courier companies we use and Royal Mail record the weight of every parcel at the time of despatch and so if any items are missing, we will know if it is our fault or not from the weight of the box and products inside. If the weight is correct and it is not our fault, i.e., in the unlikely event we forget to pack some items, then we will file a claim with the delivery company.
Please note that due to their handmade nature the soaps may differ slightly in weight between 90g to 110g (the average weight being 100g).
Special orders for customised products for event favours and are non-refundable and non-exchangeable.
To cancel an order or return items, please call +44(0)2076920864 or email firstname.lastname@example.org stating your order reference number as soon as possible. We will reply to you within 24 hours and send you the workshop address for any product returns.