Exchange & Return Policy
Making a purchase indicates that you have acknowledged, understood, and agree to adhere to the following terms and conditions.
All the sale, discounted, brought with a coupon and gift voucher purchases are non returnable, non refundable & non exchangeable. Please go through the size chart carefully for sale products.
We are committed to make your shopping experience as fuss-free and enjoyable as much as possible! Please read through the following terms & conditions prior to making a purchase.
If you have received the damaged product or wrong product, please send it back to us with your order no. After sending the product back to us, & delivered to us we shall send you a fresh piece.
What is the Exchange policy on Soap & Basil ?
As a company policy we do not provide refund/return on any product once sold. Once the pieces are sold they can be exchanged for replacement in a bigger or a smaller size (provided the aforementioned terms and conditions are met). Customer gets a credit note, only when the desired size of the product is not in stock.
If the product is not from sale section & eligible for size exchange, you may write to us at firstname.lastname@example.org within 2 working days or 48 hours of delivery to request an exchange.
Once acknowledged by the team during next working day, please send the product back to us yourself, we do not have reverse pickup facility. Please do not forget to take acknowledgement receipt from the courier person about the number of products you are dispatching with his signature and mobile number. Soap & Basil will not be responsible for any lost shipment.
The cost of return shipping is at the customer’s expense and is non-refundable. We recommend returning items through traceable mail.
Address for the Exchange:
Soap & Basil
F-17/A RIICO Malviya Industrial Area
- Exchange can be done within 7 days for the date of delivery
- Only products which are unused, unworn, unwashed, undamaged, with all its labels and tags completely intact, in original packaging and eligible for exchange.
- Please mention your name, address, number, email and order id on the parcel along with the size needed.
- Please do note, that exchange is allowed once per order.
- Size exchange is available (in case of size exchange, the customer is eligible to get a bigger or smaller size, equal to the amount of the exchanged product minus the shipping/COD cost of to & fro).
- Store credit equalling the amount of the exchanged product minus the shipping/COD cost of to & fro with a validity of 30 days from the date of receipt of store credit.
- The cost of shipping to & fro (reverse pickup as well as shipping charges) for the product is to be borne by you after the first round of exchange.
Can I cancel my order?
You can cancel your Cash on Delivery order within 24 hours of order. Please call us on 9636030322 or write to us at email@example.com to request a cancellation.
The customer agrees not to dispute the decision made by Soap& Basil and accept the Brand’s decision regarding the cancellation.
How will I receive the credit for my money when desired size of the exchange product is not available?
The credit note will be emailed to you, which you can use in next 30 days on the Soap& Basil website. Please make sure that you use the credit in one go.
Can I exchange a part of my order?
Yes. You can exchange any products that are eligible for exchange within 48 hours of delivery. Please do note there are some items that are not returnable or exchangeable.
My garment does not fit me. What can I do?
If the product does not fit and you would like a new size, please request for a size exchange with the customer service team within 48 hours of receiving the product. Our team will try its best to help you for any size exchanges, and alterations subject to availability. In case the size you have requested is not available we will offer you the option to get a credit note to buy something else.
Why my exchange is not accepted?
We endeavour to ensure that every transaction at our website is seamless. We take great care in delivering our products and adhere to the highest quality standards.
- Exchange/Return not accepted if Customer does not like the material or colour of the dress, we suggest that the customer should read the product description & have a look at all the pictures before ordering. You can also call us to know more details about the product if needed.
- Our products are made and handled by human hands involving various processes.There is bound to be variations in colour, finish and overall look. The colours you see on our website will depend on the accuracy of your monitor for which subtle variations must be acknowledged.
- 10-12% Colour difference depends on the screen resolution of the device used by the client and camera lights, please don’t expect an exchange or return for the same.
- Exchange/Return not accepted if the product is washed and worn.
- Purchase made from SALE section are not eligible for any kind of return or exchange. All the sale, discounted, brought with a coupon and gift voucher purchases are non returnable, non refundable & non exchangeable.
INTERNATIONAL SHIPPING AND RETURNS
- Which countries does Soap& Basil ship to?
We ship to US, UK, UAE, Australia, Hong Kong, South Africa, Qatar, Oman, Malaysia, Singapore, Mauritius, Afghanistan and South Africa.
- What are the international shipping costs and duties?
For all international orders from outside India, orders under INR 40,000 (approx. USD 540) are charged INR 1500 per kg (approx. USD 30) and orders above INR 40,000 are shipped free.
Please note that custom duties and taxes will be charged at the time of delivery based on actual duties charged by your country of delivery address.
- Can I return, exchange or cancel an international order?
You can cancel your order within 24 hours of order. Please note that international orders are not eligible for returns or exchanges. To cancel your order please email us on firstname.lastname@example.org
- How long will it take for my order to reach me?
From the time of shipping – it will take about 10-12 days for your international order to reach you.
- What payment methods does Soap & Basil allow for international shipping?
You can use all international credit cards to make the payment for your international shipping orders.
- How long will it take for the order to reach me?
Please refer to the product page for estimated shipping and delivery timelines for both domestic and international orders. From the time of shipping, it takes about 7-12 days for domestic orders and 12-15 days for international orders to reach you.
If you have placed an order with multiple items, please note that your items may arrive in multiple shipments. The estimated delivery times are indicative, and, on some occasions, there might be some unavoidable delays beyond our control. We will keep you informed in case of any delays.
- What can I do if my order dispatch is delayed?
We will try our best to get your products to you within the estimated delivery times. If the package has not reached you by the expected delivery date, please call us on 0141-2333282 or write to us at email@example.com and we will try our best to resolve your issues.
- My order has been shipped. Can I track it?
For orders within India, once your order has been dispatched, you will receive an email with the details of the tracking number and the courier company that is processing your order
You can track the status of your package 24 hours after your order is dispatched from our warehouse.
- If we are unable to fulfil the order in 20 days due to any reason, it shall be cancelled.
- Prepaid express shipping orders take up to 3 business days. Please call us between 12 to 6 PM
- We take 10-15 working days to ship international orders from our end.
CUSTOMS & DUTIES
The customs and duties for international customers will be borne by the customer, it can not be estimated by us before or after placing and order with us. Also, we can not assure you if the particular order needs to be paid or not, it is not under our control.
- Delivery takes 7-12 business days. Delivery time excludes payment verification & administrative processes.
- Orders are mailed out within 48 hours upon payment verification excluding weekends & public holidays.
- Delivery is trackable and 100% insured.
- The customer or addressee (anyone living at the address) will be required to sign for the package at the door.
- If no one is at home/office to receive it, a re-delivery will be attempted up to 2 more times. You will be contacted by the courier company for a suitable time for redelivery.
- As soon as the order is shipped, we will send a detailed message with the name of the courier company and tracking number, it's the customers' duty to follow up with the courier company after that, we can help them with the exact status of the order along with its location.