Returns and Exchanges

RETURNS
Our policy lasts 14 days after the mail carrier has marked the package delivered to your specified shipping address. If 14 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Please note orders that are personalised or custom may not be returned for any reason other than a mistake made on our part. Our return policy also prohibits the return of gift cards. Any item purchased with a gift card can be returned for shop credit only.

To complete your return, we require a receipt or proof of purchase.

RETURN POSTAGE
To return your order, please include either your receipt or a written note including your order number and reason for return. You should send your order to the attention of

Returns:
Soap and Honey limited
Unit 2A022, 41 Craven Road
Altrincham
Cheshire
WA14 5HJ

You will be responsible for paying for your own postage costs for returning your item and will be responsible for safely packaging the item, as a broken return will not be accepted. Postage costs are non-refundable. Depending on where you live, the time it may take for your exchanged product to reach you may vary.

REFUNDS
Once your return has been received and inspected, we will send you an email to notify you that we have received your returned item. At this time we will also notify you of the approval or rejection of your refund and any reason for the decision.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit, debit card or original method of payment, within 5-7 business days. Please note that this timeline may be delayed if proper return materials (receipt or note) are not included in the return package.

LATE OR MISSING REFUNDS
If you haven’t received a refund, first check your bank account again in 2-3 business days. Then contact your card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted.If you’ve done all of this and you still have not received your refund yet, please contact us.

DEFECTIVE ITEMS
Here at Soap and Honey limited, we take great pride in the quality of our products. We are constantly revising our production techniques for goods made in house in order to ensure that we are providing our customers with the best product on the market. Likewise, we only work with the absolute best and most proven providers who maintain strict quality control standard themselves. While we strive to ensure this will never happen, if you do receive a broken or defective product, please contact us immediately. We will replace the defective item as soon as possible and will advise you as to what to do with the original product. If an item is sold out or discontinued, we will issue you store credit for the cost of the item and any shipping expenses.

The following items can’t be returned or exchanged

Because of the nature of these items, unless they arrive damaged or defective, I can’t accept returns for:
Custom or personalised orders
Perishable products (like food or flowers)
Digital downloads
Intimate items (for health/hygiene reasons)
Items on sale