We want you to feel confident and cared for when shopping with Truequest. Every bar is handmade in small batches, and while natural variations are part of their charm, your satisfaction is always our priority. Below you’ll find our complete Returns, Refunds and Delivery Policy for both UK and international customers.

Lost or Missing Packages

Once an order is marked as delivered by the mail carrier, we unfortunately cannot be held responsible for lost or stolen packages.

If your parcel appears to be missing:

• Contact us immediately at enquiries@truequestsoap.co.uk

• We will open an investigation with the mail carrier to help track it down.

To help avoid delivery issues:

• Please ensure your shipping address is correct at checkout.

• Let us know if there is a safe place for parcels to be left.

• If you prefer signed‑for delivery, we can arrange this—additional fees apply. Please contact us before placing your order.

Damaged or Defective Items

If your order arrives damaged or defective:

• Email us immediately at enquiries@truequestsoap.co.uk

• Include clear photos of the damaged products and packaging.

• We will work quickly to resolve the issue with a replacement or refund where appropriate.

Fraudulent Purchases

Our system alerts us to potentially fraudulent orders. If your purchase is flagged:

• We will contact you straight away.

• You may be asked to confirm your identity.

• We cannot dispatch your order until the purchase has been verified.

This process protects both you and our business.

UK Returns Policy

Incorrect or Faulty Items

If you receive an incorrect or faulty item:

• Email us within 48 hours of receiving your order.

• Include your order number, photos, a brief description of the issue, and any relevant batch codes.

You may return the item(s) within 14 days for:

• A full refund of the product cost

• Refund of return shipping (with proof of postage)

• Or a replacement of the correct item

Items must be unopened, unused, and in original packaging.

We will send you a returns form to include with your parcel.

Order Errors (Customer Mistake)

If you ordered the wrong item:

• Email us within 48 hours of receiving your order.

• Items may be returned within 14 days for a refund of the product cost only.

Items must be:

• Unopened

• Unused

• In original packaging

We cannot refund outbound or inbound shipping for customer order errors.

A returns form will be provided once you contact us.

International Returns Policy

Incorrect or Faulty Items

If you receive an incorrect or faulty item outside the UK:

• Email us within 48 hours of delivery.

• Include your order number, photos, a description of the issue, and any batch codes.

You may return the item(s) within 14 days for:

• A full refund of the product cost

• Refund of return shipping (with proof of postage)

• Or a replacement of the correct item

Items must be unopened, unused, and in original packaging.

We will send you a returns form to include with your parcel.

Order Errors (Customer Mistake)

For international customers:

• Please check your order confirmation carefully before dispatch.

If you ordered incorrectly:

• Email us within 48 hours of receiving your order.

• Items may be returned within 14 days for a refund of the product cost only.

Items must be:

• Unopened

• Unused

• In original packaging

• With the purple cable tie intact

We cannot refund outbound or inbound shipping for customer order errors.

A returns form will be provided once you contact us.

Skin Sensitivity

Our soaps are made with gentle, natural ingredients, but everyone’s skin is unique. We cannot accept returns based on personal skin reactions. If you’re unsure which scent or ingredients may suit you best, feel free to contact us—we’re always happy to help.

Refund Processing

Once your returned items are received and inspected:

• Refunds are issued to your original payment method.

• Please allow 3–5 business days for processing.