We want you to be delighted with your purchase. As each of our soap products is handcrafted with care, we take every measure to ensure they arrive in perfect condition. However, if you experience any issues with your order, we’re here to help.
We take great care in packaging our products, but if your order arrives damaged or with missing items, please contact us within 48 hours of delivery.
We will require clear photos of:
• The damaged or incorrect item
• The packaging and shipping label
You are entitled to a full refund or replacement for damaged or missing goods. If a return is required, we will provide instructions. We strongly recommend using a tracked postal service when returning items, as we cannot be held responsible for lost returns.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Can I cancel or change my order?
If you need to cancel or amend your order, please email us as soon as possible with your order number. If your order has not yet been dispatched, we will issue a full refund immediately. Cancellations are only accepted within 12 hours of placing your order.
I’m not happy with my purchase. Can I return it?
If you’re not completely satisfied with your order, you can return it within 14 days of receipt, provided the item is in its original, unused condition and packaging. Once we receive the returned item, we will process a full refund within 14 days.
For hygiene reasons, we cannot accept returns of used or opened products unless they are faulty or an incorrect item was sent.
What if I entered the wrong shipping address?
Please double-check your shipping details before completing your order. If you notice an error, contact us immediately. We will try to update the address if your order has not yet been shipped. However, if the parcel has already been dispatched, we cannot offer a refund or replacement for incorrect address submissions.
When will I receive my refund?
Once we receive your returned item, we will process your refund within 14 days to your original payment method. Processing times may vary depending on your bank.
Are delivery costs refundable?
We will refund the original delivery cost only if the return is due to an error on our part (e.g., incorrect or faulty item). If you’re returning an item for other reasons, the shipping costs are non-refundable.
Custom-made or personalised products cannot be returned or refunded, unless they arrive damaged or incorrect. Please double-check all custom details before placing your order.
If you have any questions, please don’t hesitate to contact us at support@soapbouquets.uk. We’re always happy to assist you!