Refund policy
Due to the personal nature of our bath and body products, we do not accept returns.
However, we stand behind the quality of our products. If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery so we can make it right.
You may contact us through the Contact Us tab on our website or by email at headandheartsoap@gmail.com.
We may request photographs or additional information to assess the issue. Please do not discard the item or packaging before contacting us, as this may be required to process your claim.
Refunds, Replacements & Store Credit
Refunds, replacements, or store credit may be offered at our discretion in cases where:
- An item arrives damaged in transit
- An item is defective
- An incorrect item was sent
Once your claim is reviewed and approved, we will determine the most appropriate resolution, which may include a replacement, store credit, or refund to the original payment method.
Non-Refundable Situations
We are unable to offer refunds or replacements for:
- Scent or product preference
- Skin sensitivities or reactions (please review ingredients prior to purchase)
- Normal variations in handmade products, including slight differences in color, design, or shape
Because our products are handmade in small batches, natural variations are part of their character and do not affect quality or performance.
Shipping & Delivery Issues
Once an order has shipped, delivery times are determined by the carrier.
If your package is marked as delivered but you have not received it, please contact the shipping carrier directly to open an investigation. We are not responsible for lost or stolen packages once delivery has been confirmed by the carrier.
If a package is returned to us due to an incorrect shipping address provided at checkout, additional shipping fees may apply to resend the order.
If you have any questions or concerns about your order, we are always happy to help. Please reach out through the Contact Us tab on our website or email us at headandheartsoap@gmail.com