By placing an order on our site, you are agreeing to the following terms of our returns policy.
Cancellations and Returns
As our products are handmade to order, we aim to dispatch orders within 2-3 business days, so if you want to cancel an order without incurring a cost for returning unwanted items to us, you will need to do it before your order is dispatched. If you do cancel an order, please email us at firstname.lastname@example.org
Please note that any cancellations prior to dispatch will incur a 15% refund and processing fee.
Things that can’t be returned: Due to strict hygiene rules which we are governed by, we are unable to accept returns on soap bars and lip care products including lip scrubs, and lip balms and Lip Masks.
Returns we can accept: We can accept returns on candles which are unused and in their original condition and Bath Soaks with the seal untampered. We’re sure your friends may love our products if you’re not wanting them anymore. They make the perfect gift.
We can accept returns on Candle Purchases and Bath Soaks only.
We do not cover return shipping costs to us in the event of a change of mind purchase or product complaint. If you were eligible for free shipping at checkout on your order, your refund will be issued minus the cost incurred by us to ship the goods to you.
In the event of a damaged parcel
We take all care to ensure our products are packaged securely in perfect condition. If you do receive an item which is damaged, please follow the following steps:
• Take a photo of the item/s
• Send the photo to email@example.com along with your order reference number
• Our customer care team will review the damaged items and arrange a re-ship to you with express post.
In the event of a change of mind
We will allow a change of mind refund within 30 days of purchase on eligible goods as outlined above. If you wish to send back unused candles or bath soaks in their original packaging untampered, please send your parcel back with a note stating your order number and name to:
Sydney Soap Collection Returns
14 Agincourt Road, Marsfield
Sydney, NSW, 2122
We do not cover the cost of shipping the goods back to us, nor do we refund the shipping paid at time of transaction. If you were eligible for free shipping with your order, your refund will be exclusive of the shipping amount incurred by us.
Nothing in these Terms and Conditions affects your statutory rights as a consumer. If you should have any queries regarding returns please email firstname.lastname@example.org