Frequently Asked Questions

Ordering

We accept orders via our website. 

Simply browse our product range and add you favourites to the cart. 

When you're ready to check out, click the shopping bag icon in the top right hand corner of the screen. This will show all of your selections. 

Click checkout, select your preferred shipping method and follow the prompts to finalise payment. 

Order confirmation will appear on the screen and you'll also be sent an automated email to confirm your order was successful.

If you created an Account (which we recommend) you can log in at any time and see the status of your order. 

If you checked out as a Guest, simply wait for your automated shipping notification email and tracking information. 

Until you receive both of these, your order is still processing.

Please allow up to four business days for your order to be dispatched. We are a one woman team and handle every part of the business and shipping on our own.

During seasonal busy times, such as limited edition releases and peak gift season, please allow additional time due to increased order volumes. 

Orders containing Pre-Order items will ship once the Pre-Order item is available. 

We accept payment via Visa and Mastercard, PayPal, AfterPay (minimum order $50) ZipPay and Soap Cult Australia store Gift Cards (valid for 12 months after purchase).

If you email us here with your Order Number immediately, the issue can probably be resolved, but if your order has already been dispatched, it cannot be changed or cancelled at that point.

Shipping

We use Australia Post for our deliveries. 

Flat rate shipping

We charge flat rate $9.95 for any sized order, delivered anywhere in Australia. We offer express shipping $13.95 for any sized order, delivered anywhere in Australia. Express relates to the transit time only, it won't speed up our usual processing times

Free shipping

Complementary free flat rate Australian shipping on orders over $99

Yes. Contactless local pickup is available from Brookwater QLD 4300 by special arrangement.  Choose this option at checkout to remove shipping charges. We will contact you when your order is ready for collection. Usual order processing times still apply.

Metro areas are generally one to three business days. Rural and remote areas are generally five to ten business days. Delivery times will vary depending on your location and the current service interruptions/delays due to Covid. We ship from Brookwater QLD 4300.

 Unfortunately we are not shipping internationally at this time.

Oh no! 

Please take several clear photographs of the damage, including the inside and outside of the box and the products and email them to us here.

We can then lodge a claim with the freight carrier for compensation and work out a tailored solution for you to exchange, replace or refund the damaged items.

Carbon neutral shipping means offsetting the carbon emissions from freight with environmental initiatives that help balance out the carbon produced when shipping via road and air. 

Our delivery partner, Australia Post offset their carbon emissions.

In 2018 we personally paid for tree plantings with the Australian organisation Fifteen Trees to further minimise our environmental impact.

In addition to this, payments made via ShopPay receive carbon offsetting from Shopify.

The global pandemic is causing major disruption to freight and transport times so please allow extra time to receive your order beyond our standard transit times. We've noticed inconsistencies in Australia Post scanning parcels so it may take a few days for your tracking number to update.  In some cases, you may receive your parcel before the tracking has been updated.

We understand this is frustrating and apologise for the added wait times and uncertainty. 

If you're ever concerned about a lost parcel - please contact us here and we'll happily chase up the rogue parcel with the carrier. 

When placing your order, please double check all address details entered are correct, ensuring there are no errors or omissions which may delay or prevent your order reaching you.

If you have entered address details incorrectly and your order is returned to us, you will be invoiced our flat rate shipping cost to resend.

If we make an error with your mailing address, we will either resend your order at our cost,  offer a store credit or issue a full refund at our sole discretion, based on stock availability.

Return + Refunds

Our returns policy is really simple. 

If you're not completely satisfied with a product that you purchased from Soap Cult Australia, we want to quickly resolve the problem for you. No questions asked.

If you're unhappy with a product for any reason, you can return it to us for a full refund or an exchange. 

Please note shipping costs are non-refundable. 

Discounts, Coupons + Sales

Yes, from time to time we have sales on individual products, collections or the entire product range. Sign up to our newsletter, The Coven of Clean and follow us on social media to access these offers.

Copy and paste the code exactly into the coupon field at checkout. 

If you're using a valid offer it will be accepted. 

Please note only one coupon code can be used at a time. 

Should you have trouble with a coupon and believe that to be a mistake, please email us for assistance.

Coupon codes are only valid according to their own terms and conditions, as are sales. There are no rain checks on sales.

General

Yes, yes and yes!

Every product we offer is vegan. Please don't be concerned if you see non-vegan fragrance descriptions (milk, honey etc.) It's simply the aromatic notes and not the actual thing. We are 100% vegan.

We do not condone animal testing and will not buy ingredients or finished products that have been tested on animals.

Our product lines contain absolutely no palm oil or its common derivatives.

Please read all information on our website and on all product labels prior to use and purchase, especially if you have any allergies. 

Do not buy or use a product containing an ingredient you're allergic to. 

Our studio is not a dedicated nut, gluten or other potential allergen free manufacturing space so we do not claim to be allergen free.

Some of our products contain nut exfoliants, oils and butters. We also use wheat based or gluten containing ingredients in some products. Some products contain small amounts of essential oils. 

If you're pregnant or suffer from a medical condition, please check with your health care professional prior to use. 

Highly sensitive skins should always patch test a new skincare product first.

With any bath and body product, we recommend patch testing on a small area first. We're all individually unique so what works for one, may not work for another. 

In the rare event that you experience any discomfort, please discontinue use and reach out to us for feedback and assistance. 

Each product is handmade and will therefore have variations that add to the character of each product. This is a feature of handmade goods and not a flaw. 

Each product is unique and there may be variations such as colour or pattern from the product photograph.

Our product photography seeks to capture the product "true to life". Please note that each device and screen will show colour in a slightly different way.

Any variations in weight will always be in your favour (ie. bigger rather than smaller).

Some products have a surface treatment (such as micas or botanicals) that will naturally wear off with use.

Store unused products in a cool, dark place out of direct sunlight, in their original packaging until use. This will keep them dust free and fragrant.We recommend using your product within 12 months of purchase as the scent will naturally fade over time. 

In between uses, allow your soap to drain and dry which will prolong its life. Most in shower tile soap dishes are pretty useless and pool water. We recommend leaning the bar up against something so many surfaces can dry or storing in a well-draining dish out of splashes.

Yes, we support our local homeless shelter with soap donations made possible by purchases of our Charitable Soap, buy one, give one.

For many years we offered products where a portion of proceeds went to charities close to our hearts, such as animal, environmental and humanitarian grass-roots causes.

When we global pandemic hit and there was lots of panic buying going on, we realised that vulnerable people were extremely, well, vulnerable and couldn't access essentials like soap. 

Being a small business, we were able to quickly pivot and focus our charitable efforts in a very tangible, immediate way, via direct donation.

See more information about our impact here.

You can shop 24 hrs a day from our online store. Our workdays vary and are based around the needs of a small child however we generally work Monday to Friday between 8am and 4pm

We endeavour to respond to all email, social media comments and DM's within 24 hours. 

How Tos

Read our guidlines on how to best use and care for our products to ensure they have the longest life possible.

- To wash your body or hands, wet the skin

- Work the soap into a rich lather, washing with the foam rather than the bar

- Rinse the skin clean and pat dry with a towel

- Apply a moisturiser as desired

- To cleanse your face, wet your hands and work the soap into a rich lather

- Gently apply the foam to your face with eyes closed and massage into your skin, avoiding eyes, nostrils and lips

- Rinse clean with lukewarm water or a damp face cloth

- Apply moisturiser or follow with your preferred skincare routine as desired

- Fill the sink with fast-flowing hot water

- Put the bar under the tap several times to get the water sudsy

- If dishes are lightly soiled, use the sudsy water to clean with a scourer or kitchen brush

- If the dishes are quite soiled (dried-on food, grease etc), rub more soap onto the scourer and wash again to remove stubborn messes

- Allow the bar to dry between uses in a well draining soap dish. Water is the enemy of soap

- Store in original packaging until use

- Keep out of direct sunlight and heat, especially during Summer

- Avoid contact with eyesSensitive skin should patch test first

- Discontinue use if irritation occurs

- Application of a light moisturiser may be applied if necessary

- External use only

Still have Questions?

We'd love to hear from you! Leave us a message below or email us directly here and we’ll get back to shortly.

We're also on Facebook on Instagram if you prefer to DM. 

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