Delivery & Returns

Delivery is free at Soak Southwell for orders over £25 and a flat rate of only £3.50 otherwise. UK orders only.

DELIVERY CHARGES

Orders under, or equal to the value of £25.00, are subject to a delivery fee of £3.50.

All orders over £25.00 are sent free of charge.

ORDER DISPATCH

At present, we do not dispatch goods outside of the United Kingdom.

We aim to dispatch orders within 2 working days. We will send you email notification at the point at which your order is dispatched.

Orders are sent via Royal Mail 2nd class post and are subject to the terms and conditions of this third party.

Please note We cannot take responsibility for incorrect delivery addresses entered at the checkout. Any loss caused by incorrect addresses, financial or otherwise, will be your responsibility, unless the negligence is ours.

RETURNS

We really hope that you are delighted with your order. However, if for some reason you are not 100% satisfied, you may return any item to us, within 14 working days from delivery, provided it is unused and in it's original condition.

Email us at [email protected] with your order details including your name, email, order number, date of purchase, items being returned and reason for doing so.

If the items received do not match those on your original order, please let us know immediately, by contacting us via email [email protected]

If the goods you receive are damaged or faulty in any way we will be happy to exchange the items or offer you a full or partial refund, subject to those goods being returned to us.

Please notify us of any damages within 48 hours by contacting us at [email protected] Please include your order details, your name, email, order number, date of purchase, items which are damaged, together with photo evidence of the damage. This will enable us to deal with your issue promptly.

Due to the handmade nature of our products, there may be minor flaws & imperfections.
If you chose to return items to us for reasons other than they are damaged, defective, incomplete or received in error, you will be required to pay the cost of return postage.

Please ensure you obtain a Proof of Postage when you return the goods to us. You should retain your Proof of Postage in order to prove to us that you have returned the goods, in the unlikely event that we do not receive the returned parcel.

Please ensure that the returned parcel is properly sealed.

Returns address: Soak Southwell, 18 Queen Street, Southwell, Nottingham, NG25 0AA.

If you require a refund, we will refund the price paid by you for the goods, minus delivery charge, within fourteen (14) days of receiving your returned goods, provided that you have returned the goods to us within 14 working days of delivery to you. If you do not return goods to us within 14 working days from receipt of the goods, we shall be entitled to withhold payment of any refund.

Refunds will only be made against the original credit/debit card used

Please note
We will not provide a full refund if goods show signs of unreasonable use. In such circumstances, we will notify you that a reduced refund amount will be available or you can choose to arrange for such goods to be returned to you within 28 days of our notification.

Please do not send a return to us without notifying us first, as this helps us ensure we refund the correct customer for the correct items.
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