We hope that you are delighted with your order. If for any reason you are not entirely satisfied or you otherwise wish to cancel your order, you may return unopened items in their original condition for a full refund within 14 working days from delivery. Returns exclude Bath Soaks which, for reasons of hygiene and cross-contamination, cannot be returned. If the items listed on the dispatch note do not match those contained in your delivery, please notify us immediately by emailing our team at firstname.lastname@example.org or calling 0203 233 0009.
If you return items for reasons other than defects in the goods, or incomplete, or incorrect delivery, you will be required to arrange and pay for the return of the items to us. Please ensure you obtain a Proof of Postage when you return the goods to us. You should retain your Proof of Postage in order to provide proof to us that you have returned the goods, in the unlikely event that we do not receive the returned parcel.
If you require a refund we will refund the price paid by you for the goods (including the initial standard delivery charge, but not the additional cost of any premium delivery option that was chosen) within fourteen (14) days of receiving your returned goods, provided that you have returned the goods to us at our distribution centre within 14 working days of delivery to you or your notifying us of cancellation.
Refunds will only be made against the original credit/debit card used.
If you cancel your order but do not return such goods to us within 14 working days of notifying us of cancellation, we shall be entitled to withhold payment of any refund.
PLEASE NOTE: We will not provide a full refund if goods show signs of unreasonable use. In such circumstances, we will notify you that a reduced refund amount will be available or you can choose to arrange for such goods to be returned to you within 28 days of our notification.
If the product or scent is not what you were expecting, you may exchange your item within 7 days of receiving your goods.
If the value of the product is the same, then we will simply send out your new item and the courier will collect the old item from you when they deliver the new item, and return to us. If you wish to purchase a different item that has greater value than the original item, we will ask you to send the difference via BACS or Pay Pal prior to the dispatch of your exchange. If the item you are exchanging the product with has less value than the original item, a refund of the difference will be issued once the original item has been returned to us.
Please pack the original item with care to avoid damages in transit. If the original item arrives damaged due to insufficient packing, we reserve the right to charge for the item in full.
Step One – Completing the Necessary Documentation
Email us at email@example.com with your order details including your name, email, order number, date of purchase, items being returned or exchanged and reason for doing so. If you wish to exchange the product, please tell us what you would like to exchange it with.
Step Two – Returning the Product
Please note that a full refund will not be provided for returned goods that show signs of unreasonable use. Goods must be returned to us at our distribution centre within 14 working days of delivery to you or you notifying us of cancellation. Please ensure that the returned parcel is properly sealed.
However you return your parcel, please retain your proof of postage in order to provide proof to us that you have returned the goods in the unlikely event that we do not receive the returned parcel. We cannot accept liability for returned goods lost in transit.
Distribution centre address: Soapsmith Ltd, Unit 2 Clockworks, 656 Forest Road, Walthamstow, London, E17 3ED
Step Two – Exchanging your product
We will send out your new item and the courier will collect the original item from you when they deliver the new item, and return to us. Please pack the original item with care to avoid damages in transit. If the original item arrives damaged due to insufficient packing, we reserve the right to charge for the item in full.
Step Three – Processing the Refund
If you have chosen a refund, we will process the calculated refund within thirty (30) days of receiving your returned goods provided that you have returned the goods to us in their original condition at our distribution centre within 14 working days from delivery. You will receive email notification of your refund from our Customer Service Team.
If you have requested an exchange or replacement when ringing the Customer Services Team, this will be processed within 7 working days of receiving your returned goods and will be delivered via standard delivery.
PLEASE NOTE: Only products purchased on Soapsmith online may be returned for refund or exchange. Online purchases cannot be returned at our stockists or stores.