returns & refunds
> how do i go about cancelling an order?
you are well within your right to cancel an order, but please note that every order attracts a 5% cancellation fee. we work with payment gateways that deduct a small portion of the amount you pay for your order, before crediting the amount to us. we will also be charged a fee when we refund the amount to you. for this reason, a 5% cancellation fee will be levied and the remainder will be refunded to your account.
note– orders may be cancelled at anytime within 24 hours of them being placed. please notify us via email here: firstname.lastname@example.org, or simply reply to your order confirmation email. orders cannot be cancelled once you have received a shipping notification, as the package will have already left the workshop by that time.
> can i return the items i ordered?
due to the personal care nature of our products, we are unable to accept returns, or offer any refunds. we are also unable to accept the return of any unopened products, as they have been out of our supervision. if you are unhappy with your purchase, please write to us here: email@example.com along with your concerns and order number. a patch test is always highly recommended when trying out a new product on the skin. you may be sensitive to certain natural ingredients that you may be unaware of- a patch test will help rule that possibility out. immediately discontinue use incase of any irritation on the skin.
> i have received a damaged product, can i get a replacement?
we’re sorry that happened! we do our best to secure packages 100% plastic-free, but sometimes our packages get treated a tad bit badly while in transit. please reach out to us within 6 hours of receiving your package with pictures of the damaged product(s). shipping is completely outsourced to a third party and we are unable to take up any damage claims with them unless we have supporting evidence such as pictures. in the meantime, please refrain from using any and all products inside the package.
if you are unhappy with your purchase, please write to us here: firstname.lastname@example.org
we are unable to respond to any messages sent to us via social media platforms.