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FAQs

Frequently Asked Questions | Soap Cult Australia

ORDERING 

How do I place an order?

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.

 

When will my order ship? 

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. 

 

What payment methods do you accept?

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).

 

Can I change or cancel my order?

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

What are your delivery options?

We use Australia Post for our deliveries. 

Flat rate shipping

  • We charge flat rate $9.95 for any sized order, delivered anywhere in Australia.¬†

Express shipping 

  • 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

Can I pick up my order in person?

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.

  

How long does delivery take?

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.

  

Do you ship internationally?

 Unfortunately we are not shipping internationally at this time.

 

My order was damaged in transit

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.

 

What is Carbon Neutral shipping?

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.

 

Delays due to COVID-19

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. 

 

Incorrect Shipping Address

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.

RETURNS + REFUNDS

Can I return, exchange or refund a product?

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

Do you have coupon codes or special offers?

 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.

 

How do I use a coupon code?

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

Are your products Vegan, Cruelty Free + Palm Oil Free?

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.

 

I have allergies. Can I use your products?

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.

 

Irritations or reactions

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. 

 

Variations in handmade products

 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.

 

Storing handmade soap

 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. 

 

Storing handmade soap in use

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.

 

Do you support charities?

 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.

 

 What are your business hours?

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 2pm

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