We want you to love your order and feel completely happy with your purchase. Every product is handmade with care, and customer satisfaction is very important to us. If something isn’t quite right, we’ll do our best to help.
Change of Mind
Due to the nature of our products (personal care and skincare), we are unable to accept returns or exchanges for change of mind or if you ordered the wrong item. We appreciate your understanding, as we maintain the highest hygiene standards.
Damaged or Faulty Items
If your order arrives damaged, faulty, incorrect, or you have any other issues please contact us within 30 days of receiving your order. Email us at hello@soapandserum.co.nz with your order number and a photo of the issue so we can arrange a replacement or refund as appropriate. We will pay for free return shipping for faulty items.
Missing Items
If any part of your order is missing, please let us know within 7 days of delivery and we will send out the missing items as soon as possible.
Custom Orders
Custom-made products, special batches, or personalised items are non-refundable and cannot be exchanged unless faulty.
Returns Process
If we approve a return due to a damaged or faulty item, we will guide you through the process. Products must be returned unused and in their original packaging where possible.
Refunds
Refunds are processed back to your original payment method once your return is received and approved. Please allow 3-5 business days for processing depending on your payment provider.
Important Notes
- We cannot accept returns or provide refunds for products that have been used (unless faulty).
- Sale items are final and cannot be returned unless faulty.
- Gift cards are non-refundable.
Contact Us
If you have any questions or need assistance with a return or exchange, please contact us — we are here to help and will always aim to resolve issues quickly and kindly.
