Refund Policy

If you’re looking to return or exchange your order for whatever reason, we’re here to help! We offer returns within 14 days of purchase. You can return your product for a different product or a refund to the original payment method.

Please note the following exceptions to our return and refund policy.

Below are some examples of common exceptions:

  • Discounted items are final sale and cannot be returned or exchanged.

  • Returned items must be unopened and be returned in original product packaging.

  • Returned items must have no visible signs use.

  • Returned Items must be in sellable condition.

    • We are unable to accept returns for perishable items or personalised and custom-made items unless they are received damaged or defective. Please contact us. We will simply ask for photos to substantiate the claim and potentially use the photos as evidence for the carriers.

To initiate a return, please complete the following steps:

  1. Either reply to your order confirmation email to request which products you would like to return, get in touch with us via the online contact form here or send us an email helloartisansoapco@gmail.com stating the reasons for the return.

  2. On reception of your notice, we will get in touch with you.

  3. On agreement of a return, you can then send all relevant items back to us.

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Return FAQs

How long does it take to receive your refund, replacement product or store credit?

On reception of your returned item, we will investigate and raise a refund for the appropriate amount within 14 days. We will contact you as early as possible before this deadline.

Any shipping fees the customer will need to pay?

In cases where it is a ‘change of mind’ return, we will deduct the outbound and return postage charges from the product refund amount. If an item is received in defective condition, we will refund postage as well as product costs on return.

Any return restocking fees the customer will need to pay?

In cases where the item is re-sellable and the return is due to ‘change of mind’ we will discount 25% from the refund amount to cover restocking and administration expenses.

How do you handle lost or damaged returns?

We will promptly investigate any lost item or damaged product claims. Please contact us via the contact form or send us an email using helloartisansoapco@gmail.com stating the nature of the issue.