Refund policy

Returns

We hope that you will be completely satisfied with your purchases from us. However, in the unlikely event that a product arrives damaged or defective, please read the following information and contact us within 30 days of receiving your product at hello@silktownsoap.co.uk to arrange a return/refund.

Damages & Issues:

It is our policy to only offer a refund if a product arrives damaged or defective - or if we've mistakenly sent you the wrong item. Please inspect your order carefully upon receipt and contact us immediately if the item is damaged, defective or if you have received the wrong item so that we can evaluate the issue and put it right.

We only accept returns for faulty or damaged goods.

We do not accept returns for used and opened products.

We do not offer refunds or exchanges for scent or colour variations, handmade products may not always be as displayed due to the nature of natural ingredients.

If you have an issue with your order please email us at hello@silktownsoap.co.uk and we will try to resolve the issue for you.

Returning Your Product:

Please return your product unused, in the original packaging and include your proof of purchase.

We recommend that you obtain proof of postage when returning your product to us. 

Gift Sets: 

Please note that if the item you wish to return was purchased as part of a gift set, the complete set must be returned, unused, in order to be eligible for a refund.

Exceptions / non-returnable items:

Unfortunately, we cannot accept returns on items that have been used, sale items or gift cards.

Refunds:

Once we’ve received and inspected your return, we will contact you and let you know if the refund was approved or not.  If approved, you’ll be refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

In all cases, your original shipping costs will not be refunded.