Customer Service

My products

Soothe-me skincare products are made by hand, because of this you may find slight differences between batches. There may also be very slight variations in scent, colour and texture depending on the season, temperature and time. Crops of essential oils and base oils can vary in colour and scent from year to year, this is the nature of natural ingredients. So if you do notice slight changes this is simply natures way of adapting. I hope this helps you to understand a little more about the ingredients and I think it contributes to the uniqueness of soothe-me skincare!

Order turnaround

Soothe-me is a small artisan skincare business, I strive to provide you with great customer service, both online and offline. I aim to reply to customer’s enquiries on the same day, or at least within 3 business day. For order delivery times see our shipping costs and time frames.
(Please be gentle with as there is just me here Suzie (London) 

Special Gift Wrapping

I love gift wrapping,  if your order is for Christmas or for a special occasion I will gift wrap it for FREE. Just leave me a note at checkout, thank you.

Shipping costs and timeframes

Country

Shipping cost

Delivery (estimated)

UK

(If you require a faster service please contact us before checkout)

FREE SHIPPING for all orders over £35

Or £3.95 orders under £35

Orders are sent by Royal Mail First Class post.
2–5 working days.

Europe

Australia, Canada, New Zealand, USA and more

Flat Rate Shipping of £6.99 for packages that weigh under 2kg, you will be contacted if your package weighs more with postage options.

 

International Shipping from £7.50 for packages up to 1kg, you will be contacted if your package weighs more with postage options

Orders are sent by Royal Mail First Class Signed for post 3-7 working days.

Orders are sent by Royal Mail First Class post. 5-10 working days.

For purchases made outside of United Kingdom, Soothe-me is not responsible for taxes, custom charges, duties and restrictions that vary from country to country and result from the importation of certain products.

Order process time

Orders placed on business days we aim to process within 3 business days. Business days are Monday to Friday. (Because nearly all of our handmade skincare products are made to order or in small batches we may need to allow time for crafting them for you).

Orders placed on the weekend or on UK public holidays will be processed the following business day.

Please take care to supply us with your full and correct delivery address. If you do you enter the wrong address, please contact me as soon as possible so I can help. Soothe-me is not responsible for orders that go missing when a customer has incorrectly advised us of their address.

Order cancellations

You may cancel your online order provided I have not dispatched it. I will refund the cost of your order via the same method you paid for it. To do this please contact me as soon as possible, I will do our very best to help with your request.

Damaged items

I make every effort to ensure that your soothe-me order arrives in perfect condition. But sometimes things can happen in transit, if you do receive a delivery with the product inside damaged in some way it is a good idea to first take a photograph of the outer packaging and the damaged item.  Then please contact me to send me the photo and we can discuss the best way to compensate you.

Returns

I hope you love what you order, but if for any reason you are not totally happy please contact me, with your reasons within 7 working days.  You can then return it to me for a full refund, (less shipping costs).  I will refund you in the same way you paid for the product.

Please return the product, contact us first via email – [email protected] along with your order number and name, we will get back to you with where to send the product.