Occasionally mistakes happen, and our items don't get to you in the same condition we sent them. If this happens, you can either ask for an exchange or a refund. The process and requirements are outlined below. In addition, you can check the European guidelines on exchanges and refunds, as we also abide by these laws.
Our ‘Refund and Returns Policy' begins from the purchase date and lasts 14 days. If 14 days have passed since your purchase, unfortunately, we can't always offer you a full refund or exchange.
During the 14 days after purchase, you can ask for a refund on any item for any reason – even if you change your mind.
You will be responsible for your shipping costs for returning your item. Shipping costs are non-refundable.
Please do not send your purchase back to the manufacturer, as you will only receive a refund if Soap and Seife receive the goods
If your delivery contains damaged or incorrect products, the product was sold with different information at the time you placed your order, or something was missing, please contact [email protected]. Please tell us briefly what was wrong and give us your order number along with these photos:
- Photo of all delivered products
- Photo of the delivery note
Damaged goods / complaints
Please keep your documents, if applicable the product you wish to complain about and the shipping box until we have answered you and been able to solve your problem.
Alternatively, you can also reach us from Monday to Friday from 10 a.m. to 5 p.m. on the following telephone number so that we can offer you new products or a refund of the purchase price: +49 (0)15118941222
Cancellations and Returns
Of course you have the right to cancel your order as long as it is still possible. If you want to return goods that have already been sent, the return must reach us within 14 days of receipt of the package.
Please notify us of your cancellation by telephone at the following number:
What items do you refund?
Any items purchased via our online store can be refunded within 14 days. We will also replace items if they are defective, damaged, or the incorrect product was sent.
If you need to exchange it for the same/similar item, send us an email at [email protected] and send your item to:
Soap and Seife Pfarrer-Huber-Ring 53 Mengkofen 84152 DE
Items exempt from refunds
No physical items are exempt from refund if it is during the 14 days.
Gift Card refunds will be refunded to the purchaser using the same payment method. It is impossible to refund you if I cannot find a legitimate customer purchase on my payment system.
Only regular priced items may be refunded. Sale items cannot be refunded.
I have asked for a refund, what now?
Once your return is received and inspected, we will email you to notify you that we have received your returned item.
When your refund is processed, a credit will automatically be applied to your credit card or original payment method within a certain amount of days.
Please note some card processors do charge a fee for the transaction.
Late or missing refunds
If you haven't received a refund, recheck your bank account.
Then contact your credit 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 this and still have not received your refund, please contact us at [email protected].
If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn't marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and they will find out about your return.
How long will it take to get an exchanged product?
Depending on where you live, the time it may take for your exchanged product to reach you may vary. We use DHL, and they have an exceptional tracking and delivery record across Europe.
If returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don't guarantee that we will receive your returned item.
Do you Still have questions?
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