Returns & Exchanges Policy

We hope that you are delighted with your order. However, if for any reason you are not entirely satisfied or you otherwise wish to cancel your order, you may return any item in its original condition for a refund within 14 working days from delivery.
If the items listed on the dispatch note do not match those contained in your delivery, please notify us immediately by contacting our Customer Services Team on (Monday - Friday 10am-5pm, excluding public holidays).

If you return items for reasons other than defects in the goods, or incomplete, or incorrect delivery, you will be required to arrange and pay for the return of the items to us at your own cost. Please note we can only accept items that has been unused and unopened. You should retain your Proof of Postage in order to provide proof to us that you have returned the goods, in the unlikely event that we do not receive the returned parcel. If you require a refund we will refund the price paid by you for the goods (minus standard delivery charge) within fourteen (14) days of receiving your returned goods. 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. 

We regret that we do not refund original shipping costs with the return.

Please do not send a return to us without notifying us first, this is because we want to ensure we refund the correct customer with the correct amount of money.

We cannot accept returns on sale items.

Damaged/Faulty/Incorrect Items

If the goods you receive are damaged in any way we will be happy to exchange the items or offer you a full refund or partial refund. Where product is faulty, we will ask you to return it to us within three days of receipt. 

For any damages you must notify us within 48 hours hours by contacting our Customer Services Team on (Monday - Friday 9am-5pm, excluding public holidays).

To ensure prompt resolution, please provide the order number and photo evidence and keep the box, packing materials and the damaged/faulty items for inspection.

This policy is only applicable to purchases made online via our website; we are unable to process returns for purchases made within a partnered retail location.

Due to the handmade nature of our products, there may be minor flaws & imperfections. 

No two handmade items are exactly alike. Variations in color, shading, texture, shape and grain are inherent in a handmade item. No two items are alike, so that every single one is one-of-a-kind. This means that every handmade item you purchase is also one-of-a-kind.

The Returns Process.

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

Please note that a full refund will not be provided for returned goods that show signs of unreasonable use. Goods must be returned to us at our office within 14 working days of delivery to you or you notifying us of cancellation. Please ensure that the returned parcel is properly sealed.

However you return your parcel, please retain your proof of postage in order to provide proof to us that you have returned the goods in the unlikely event that we do not receive the returned parcel. We cannot accept liability for returned goods lost in transit, so we would recommend sending the goods with tracked service. 

Returns Address: Soul and Soap, Unit 19, Great Western Railway Yard, TR5 0PD, Truro.

If you have chosen a refund, we will process the calculated refund within thirty (30) days of receiving your returned goods provided that you have returned the goods to us in their original condition at our distribution centre within 14 working days from delivery. You will receive email notification of your refund from our Customer Service Team.

Personalised items are non-refundable.

In the unlikely event an item contains an error or sustains damage during delivery, we will happily replace it and cover postage costs for you to return the original.

If you have requested an exchange or replacement, this will be processed within 7 working days of receiving your returned goods and will be delivered via standard delivery.

If you have any questions about returns, please contact us on

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. 

Orders are delivered by Royal Mail, APC Courier or DPD, and are subject to the terms and conditions of these third parties.