You have 14 days, from receipt, to notify the seller if you wish to cancel your order or exchange an item.

Unless faulty, the following types of items are non-refundable: items that are personalised, bespoke or made-to-order to your specific requirements; items which deteriorate quickly (e.g. food), personal items sold with a hygiene seal (cosmetics, underwear) in instances where the seal is broken; digital items.

Additional terms

We want you to be entirely happy with your order. Please get in touch with us within 24 hours of receiving your item if you are in any way unhappy with your purchase and we’ll do our best to help. We only deliver to addresses verified by PayPal; this covers you as the buyer and us as the seller. It is your responsibility to ensure that the shipping address is correct before paying for your order. If an item is defective, isn’t as described, or was damaged in the post then we’ll do our best to refund you in full and pay for you to return the item. To process any claim we will need you to provide photographic evidence of the damaged item and we will require you to retain the packaging until the refund is successfully processed. Refunds will only be processed once the item has been successfully returned to us for investigation, rest assured we will process your refund promptly once the item is returned, this will usually be within 5 working days depending on how quickly the item is returned. If you wish to return an item then it must be unopened and in original packaging. If you’ve simply changed your mind then there are several options: 1 – If we haven’t shipped your order then please request a cancellation and we’ll happily refund you in full – after all, sometimes mistakes are made or people change their minds. 2 – If we have shipped your order, then please wait for it to arrive, then please return it back to us. This will be at your cost, please remember to get a proof of postage to protect yourself against loss in transit. Once we receive your order back in original unopened condition, we’ll refund you the cost of the items in full less the postage cost within 5 working days. 3 – If you have ordered multiple items and have changed your mind about several of the items, then we will happily exchange the items for ones of a similar value or offer a refund for the items you no longer require. This is the same process as in 2. All items returned must be unopened, and in as new condition. Again, you will be responsible for returning the items using a postal service with a proof of postage. If you wish to exchange items then we will charge you postage for additional items. We hope that you find our returns policy fair, and in both the interests of you the buyer under our legal obligations, but also to help us as a small business. We want you to be as happy as you can be and we’ll do our best to help you any way we can. Please see here for a full copy of our Terms and Conditions https://saponista.com/wp-content/uploads/2016/02/Saponista-terms-and-conditions-for-sale-of-goods.pdf

Please note that if your order is being posted outside mainland UK, you (or the recipient) may have to pay customs or VAT charges and a handling fee. The seller is not responsible for any charges or fees that may incur.

Read the Folksy Returns Policy.