T&Cs & Returns
LOST PACKAGES:
Unfortunately, we cannot be responsible for lost or stolen packages where the item has been registered as delivered.
If you find your package has gone missing please contact us immediately and we will begin an investigation with the mail carrier to attempt to track it down.
Please make sure your shipping address is correct when ordering and that you notify us of an area that you feel safe with the item being left at.
We are able to send orders via signed delivery however additional fees will apply - please contact us before placing your order and we will facilitate this.
DAMAGES:
If you receive a product from us that appears to be damaged or defective please contact us immediately at enquiries@truequestsoap.co.uk and send us photos of the damaged products/packaging.
FRAUDULENT PURCHASES:
Shopify notifies us when a potentially fraudulent purchase has been made. If the purchase is considered to be potentially fraudulent, you will be contacted immediately and may be required to confirm identity. We are not able to ship until confirming the purchase with the customer.
UK RETURNS POLICY:
Incorrect items sent or faulty
If you have received either a faulty or incorrect item, please email us at enquiries@truequestsoap.co.uk to make us aware of the issue within 48 hours of receipt of your products, in your email be sure to include your order number, photo evidence, a small description of the issue and any other relevant information such as batch codes. Customers may return any incorrect item/s within 14 days and receive a full refund of the cost of those goods including return shipping cost with proof of postage is supplied, provided they remain in merchantable condition and are unopened in original packaging. We can offer to send out the correct product.
To ensure a successful refund for shipping costs where appropriate, you will need to include proof of postage that clearly states our address, date and cost. This can be an email confirmation or a photograph/scan of your receipt or invoice.
When we receive your email, we will supply you with a returns form to complete, please include this with your returned goods.
Order error
If you have ordered in error, please email us at enquiries@truequestsoap.co.uk to make us aware of the issue within 48 hours of receipt of your products, in your email be sure to include your order number. Customers may return any incorrect item/s within 14 days and receive a full refund of the cost of those goods provided they remain in merchantable condition and are unopened in original packaging. We regret that we cannot refund any outbound or inbound shipping.
When we receive your email, we will supply you with a returns form to complete, please include this with your returned goods.
RETURNS POLICY FOR CUSTOMERS OUTSIDE OF THE UK:
Incorrect items sent or faulty
If you have received either a faulty or incorrect item, please email us at enquiries@truequestsoap.co.uk to make us aware of the issue within 48 hours of receipt of your products, in your email be sure to include your order number, photo evidence, a small description of the issue and any other relevant information such as batch codes. Customers may return any incorrect item/s within 14 days and receive a full refund of the cost of those goods including return shipping cost when proof of postage is supplied, provided they remain in merchantable condition and are unopened in original packaging. We can offer to send out the correct product.
To ensure a successful refund for shipping costs where appropriate, you will need to include proof of postage that clearly states our address, date and cost. This can be an email confirmation or a photograph/scan of your receipt or invoice.
When we receive your email, we will supply you with a returns form to complete, please include this with your returned goods.
Order error
We always advise customers that are ordering from outside of the UK to check their order confirmation in detail to ensure the correct items have been ordered.
If you have ordered in error, please email us at enquiries@truequestsoap.co.uk to make us aware of the issue within 48 hours of receipt of your products, in your email be sure to include your order number. Customers may return any incorrect item/s within 14 days and receive a full refund of the cost of those goods provided they remain in merchantable condition and are unopened in original packaging with the purple cable tie intact. We regret that we cannot refund any outbound or inbound shipping.
When we receive your email, we will supply you with a returns form to complete, please include this with your returned goods.