Returns Policy

 

In the unfortunate event that your product arrives & it isn't as described or it is damaged, you will have 3 days after you have received your order to get in contact with us via email (hello@soakism.co.uk) & we will be happy to work with you to resolve the issue. If the item received is broken or damaged (this includes major breakages/ damage only & does not include minor detail faults), then you will be given a full refund, or we’re happy to send you a replacement of the same item. Please note that we do not offer exchanges of different items.

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You will need to initially send your full name, order number & photographic evidence of the damage to us. In some cases, we will arrange with you for the product to be returned to us for further inspection. Please keep in mind that any item sent to us for a full refund must be delivered unused & in the same condition as you received it, with the product's original packet & label. This is so we can track your product's batch number & expiry date.

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If the issue is due to shipping handling (we use the Royal Mail & DPD), please send us as many photos of the issue as you can, as we will have to open a case as soon as possible, which can take up to three weeks to process. If your order has been stolen, then we will require your assistance to conduct an investigation with the delivery service.

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Please note: We reserve the right to issue a refund to you if the item in question has a value that's less than the postage fee required to send the replacement. If we can't send you a replacement of the exact same item, we will contact you to offer alternative items.

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Our aim is to keep you happy, so please get in contact should an issue arise & we will try our best to get it sorted.

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Contact Us

If you need to talk to someone about your return or refund, we’re happy to help!

Feel free to email us hello@soakism.co.uk