Shipping Policy

All orders are processed and packed within 1 to 3 business days (excluding weekends and holidays) after receiving your order confirmation notification.  Another notification will be received when your order has shipped.  

Order Placed Ship Day

Monday Thursday

Tuesday Thursday

Wednesday               Thursday

Thursday                         Tuesday 

Friday Wednesday

Saturday         Wednesday

Sunday         Wednesday

SHIPPING RATES

Shipping charges for your order will be calculated and displayed at checkout.

International shipping is not offered at this time.

HOW DO I CHECK THE STATUS OF MY ORDER?

When your order has shipped, you will receive an email notification that will include a tracking number you can use to check the status of your package.  

Shipping may be delayed due to carrier issues.  Please reach out by email or phone to notify us of any shipping issues.

Return Policy

Our Returns Policy forms part of Conditions of Sale. We reserve the right to change this Returns Policy at any time. It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise then these need to be reported to us immediately so we can investigate.

Before attempting to return an order, you will need to contact our customer service team to request a return authorization number. Without this number it can be difficult to process your return, meaning the process may take longer.

The purchase of any soap bars, shampoo bars, conditioner bars, lip balms, beard products and limited editions will not be eligible for returns as the products have limited packaging or may have been removed from their original packaging.  Due to health and safety reasons, we are not able to accept these back once they have left our facilities.

Reimbursement: We will review each case individually when considering the return or reimbursement of the product. Any return not started within 14 days of confirmed delivery will not be reviewed and will be denied.

Authorized reimbursements will be handled as soon as possible and no later than:

(a) 14 days after the day we receive returned goods supplied; or

(b) if there were no goods supplied, 14 days after the day on which we are informed.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement. You will have to bear the direct cost of shipping any goods if required to do so by one of our customer service representatives. 

Can I return a product if I no longer want it?

We want all of our customers to enjoy their products so if you’re not happy with your order then you can contact one of our customer service representatives.  All we ask is that you let us know within 14 days of receipt, have an order number or date you placed the order, and a detailed description of why you're dissatisfied. Please contact customer service to start this process.

Will you refund my postage costs to return an item?

We are more than happy to refund postage costs to return an item where the return is required due to our error. We will not refund postage costs to return items which are unwanted or no longer required. We will not refund postage costs to return any item due to reported damage or fault where no error was found in the testing process if applicable. 

Details to have on had when contacting us

Ordered on:

Order number:

Name of customer:

Address of customer:

What should I do if I receive an incorrect item?

We have high standards when it comes to packaging your order however mistakes do occur from time to time. Please accept our apologies if you have received an incorrect item. As part of our customer objectives, we will do our utmost to resolve your query with speed, ease and with absolute minimal inconvenience. We will review each case individually when considering the return of the product; in some cases we may require further information such as pictures so we can choose the best course of action. Our aim is to provide the best solution for you as quickly as possible.

What should I do if my item is damaged?

Although we take care to prevent any damage to your goods during transit it is possible that problems may arise. Please accept our apologies if you have received a damaged item. We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may actually result in a delay of the parcel being returned.

You can contact us through email or by phone. Please attach any pictures you have of the damage to the message. A member of our team will review the details and offer the best resolution to resolve your query.

How do I report a fault with my product?

Please accept our apologies if you believe there is a fault with your item, we take all complaints regarding the quality of our products seriously and we will need to investigate the reported fault in more detail. In order to do this we ask that you contact us through your account using the Email or phone Please provide details of the fault and where possible attach pictures to your message.

How do I arrange a return?

Please contact our Customer Service team to arrange your return. We will need to know your order number, the item you want to return and the reason for return. Upon receipt of these details we will provide you with a unique returns authorization number and all the necessary information to arrange the return.

Please package the item securely and ensure our returns form is included inside. You will need to obtain a proof of postage receipt when you send your item to us. Proof of postage does not cost anything but without it we may not be able to process your refund or replacement in the rare event that your item is lost in transit. If you request a replacement and the product is no longer available, we will process a refund back to the original account used to purchase the item.