FAQ's

 

Need to know more about Soak Sunday. If you can't find the answer below, send us an email to hello@soaksunday.com and a member of our team will get back to you as soon as possible.  

 

SHOPPING & SHIPPING

 

Do you ship internationally?

Unfortunately we have had to temporarily suspend shipping outside of the UK & Europe, however will be back up and running shipping to the rest of the world very soon.


If you are purchasing from Europe please note that due to Brexit new charges in regards to customs fees and VAT charges have now been put into place as items cross the border from the UK into the EU. You may be charged import VAT (estimated 20-27% of value), import duty (% depending on items orders) and a customs fee before being able to receive your parcel. You will have to pay on receipt of the parcel into the country, with payment to your local delivery company. These fees are not allocated or charged by Soak Sunday and unfortunately cannot be covered by us at this time.

Where can I buy Soak Sunday?
We’re currently available exclusively at soaksunday.com  

Can I change, update or cancel my order once I've placed it?
Email us at hello@soaksunday.com as soon as you can if you would like to cancel or change your order. We always aim to fulfil our orders as quickly and smoothly as possible, but we’ll do our best to process your request if possible.

How can I check the status of my order?
Go to your Account page and all the details will be there

Can I use more than one discount at once?
Unfortunately your order can only be processed with one discount, this includes discount codes and any site wide flash sales. 

How long does it take to ship?

For UK based orders expect 3-5 working days for your parcel to be arrive if you’ve chosen Standard Delivery. If you want your parcel sooner, Next Day Delivery orders placed need to be placed before 12pm. Then one of our carriers takes it from there.

Please note- due to the high volume of parcels being sent at this time Royal Mail are unable to guarantee these delivery times and some orders may take longer.

How can I check the status of my order?
You can view order status on your Account page.

I'm having problems with the tracking.
 In a few cases, the carrier takes 1-2 business days to register your shipment status. If your tracking number isn’t updating or working at all, reach out to us as at hello@soaksunday.com and we’ll help resolve the issue.

How can I edit my shipping address?
If your order is shipping to an incorrect address, email hello@soaksunday.com as soon as possible and we’ll do our best to change this for you. If you parcel has already left with our carrier it will unfortunately be delivered to the address as given on the order.

Can the delivery country be different from the billing country?
Unfortunately, no. In order for us to process & complete your order the country in the billing address must be the same as the delivery address.

What can I do if my payment is declined?
Here’s a few things to check: is your card’s billing details (such as the security code & billing address) exactly match what you’ve entered into our system. Next, check the expiry date.

If all this info is correct your card issuer may have declined your payment. They don’t tell us the reason for this, so it’s best to check with them before trying your card again. If none of these apply, please contact hello@soaksunday.com and we’ll do our best to help. 

 

RETURNS & REFUNDS

How do I place a return or exchange?
We're sorry your Soak Sunday product didn’t arrive as expected. Please reach out to hello@soaksunday.com with your order number and the product you'd like to exchange or return, letting us know your reasons. Please do note that we do not accept returns or exchanges for used or opened products unless they’re proven not fit for use. For full details please refer to our terms of use.

What’s your return policy?
Changed your mind? No problem. We accept returns on unused and unopened products within 30 days. For the full details on our returns policy check our terms of use.

If your item is damaged or not fit for use then please let us know and we will arrange for a refund or exchange.

To process your return please send an email at hello@soaksunday.com letting us know your name, address & order number and we’ll help you place the return.

You will be refunded in full to your original form of payment. Unfortunately, we will not refund postage costs unless the product you received was damaged or not fit for use. If you received any promotional or other discount when you paid, any refund will only reflect the amount you actually paid.

How long does it take to process a return?
Please allow 5-10 working day for your refund to be processed.

What should I do if I receive the wrong product?
If you received a product that looks completely different than the one you ordered please send us an email to hello@soaksunday.com outlining the problem, giving your order number and we’ll be in touch shortly to sort this out.

 

PRODUCT & INGREDIENTS

How can I find out more information about a Soak Sunday product?
If you want any more information about any of our products, packaging, sourcing or otherwise just get in touch at hello@soaksunday.com to talk to a member of our team.

Are Soak Sunday products natural?

Here at Soak Sunday our products are made with between 98-100% natural ingredients to nourish, soothe and rejuvenate mind, body and soul. That 2% is made up of dermatologically tested ingredients that are there to help enhance your bathing experience.

 

Can you recycle Soak Sunday packaging?

Sustainability is at the heart of what we do. Our 100% glass, aluminium and recycled and recyclable plastic components are delivered in boxes made with FSC certified board, printed with soy ink and are 100% recyclable.

Is Soak Sunday cruelty free or vegan?

We are both cruelty free and vegan.  We firmly believe there is no reason to test on animals and we're super proud to be Leaping Bunny approved. This means we've been independently audited by the Cruelty Free International organisation to make sure we meet their strict criteria. A global programme, Leaping Bunny requires cruelty free standards that go above and beyond the normal legal requirements.

The internationally recognisable gold standard when it comes to cruelty-free products, being part of the Leaping Bunny programme means that we stick to a fixed cut-off date policy + proactively monitor all of our suppliers. Our supplier monitoring system is also independently audited. 

If you're keen to find out more about Cruelty Free International, Leaping Bunny or the Leaping Bunny criteria, please visit www.crueltyfreeinternational.org.


Where are Soak Sunday products made?
Soak Sunday products are all made and manufactured in the UK.  Unlike most brands, we own our research, development and manufacturing facilities, which means we formulate & create everything ourselves.


Talk to a Soak Sunday expert
If your question hasn’t been answered above please do send an email to hello@soaksunday.com or get in touch with us on social @soaksunday and a member of the Soak Sunday team will happily answer any of your queries.