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Return and Refund Policy
Effective Date: August 25, 2023
At "Wicked Waters Handcrafted Soaps", we take great pride in providing high-quality handcrafted products to our valued customers. We have established the following Return and Refund Policy which outlines the terms and conditions for returns and refunds.
1. Returns and Refunds:
Except in the case of damages caused during shipping or lost orders, we do not accept returns, exchanges or issue refunds for any of our products. This is due to the nature of our products. All sales are final!
To Be Eligible For A Return & Refund,
Customers may only be eligible for a return & refund if the received product/s have incurred damage during the shipping process. the customer must return the damaged product/s to "Wicked Waters Handcrafted Soaps" within 5 days of receiving the delivery. This means that the customer has 5 days to return the damaged product from the time & date that the package was marked delivered by the mail carrier.
The customer will be responsible for the return shipping costs unless otherwise agreed upon by "Wicked Waters Handcrafted Soaps".
The customer needs to file a claim for a return & refund for the damaged product/s with Wicked Waters Handcrafted Soaps. They must contact Savanah Ingemi at Wickedwatersoaps@gmail.com or call/text 978-816-6292 within 48 hours of
receiving the delivery (The time & date that the package was marked delivered by the mail carrier)
Inspection and Refund Procedure:
Once the returned damaged product is received, our team will inspect the item to verify the damage.
If the damage is determined to be a result of shipping, we will issue a refund in the form of the original payment method within 5 business days. This includes any applicable shipping fees, and the return shipping fee.
If the returned product is found to have damage unrelated to shipping, the customer will not be eligible for a refund, and the item will be returned to the customer at their shipping expense.
My Order Was Lost In The Mail:
Definition of a Lost Package:
A lost package refers to any shipment that has NOT been delivered (marked delivered) to the customer within the expected delivery time frame AND has not been updated in the tracking system for a significant period of time, indicating that it may have been misplaced or lost in transit. (This does not include if the tracking update states late delivery/arrival)
In the event that a package is suspected to be lost, our company will proactively reach out to the customer via email or phone to notify them about the situation if we discover it first. We will provide them with a clear explanation and assure them that we are taking immediate action to resolve the issue.
Upon confirmation of a lost package, we will initiate an investigation with the respective shipping carrier (USPS) to determine the whereabouts of the package. This investigation will include checking tracking records, contacting the Post Office, acquiring the packages GPS coordinates, and utilizing any available tracking information. Based on the information collected from the investigation, we will then declare if a package is in fact lost or not and inform the customer.
Refund or Replacement Options:
Our primary goal is to ensure customer satisfaction and maintain a positive relationship with our valued customers. Therefore, we provide two options in case of a lost package:
- Refund: If the customer requests a refund for their lost package, our company will promptly process the refund for the total amount paid for the item(s) affected, including any applicable shipping fees. The customer will receive the refund via the original payment method used for the purchase.
- Replacement: If the customer prefers a replacement for their lost package, our company will initiate a new shipment for the same item(s) at no additional cost to the customer. The replacement package will be dispatched as soon as possible, subject to availability.
If an item is out of stock that was originally ordered and lost, the customer will be asked if they want to choose a different “in stock” item as a replacement for it, or if they want a refund for that specific out-of-stock item.
Timeframe for Resolution:
We understand the inconvenience and frustration caused by a lost package and aim to resolve the issue as quickly as possible. Our company will complete the investigation within 3-5 business days from the date that the package was reported lost. The refund or replacement will be processed promptly upon completion of the investigation if the package is deemed lost.
In some exceptional situations, such as natural disasters, customs delays, holiday delays, disruptions in the shipping carrier's infrastructure or if the tracking update states late delivery/arrival for any reason. Should this occur, We will keep a close watch on the shipping/tracking progress of the order. We will maintain regular communication with the customer, providing updates on the progress.
Late delivery is not grounds for replacement or refund.
My Package Was Marked Delivered But Not Here:
If an order has been delivered/marked delivered to the address on file (address the customer provided when the order was placed) This does not qualify you for replacement or refund.
Unfortunately it is the customer’s responsibility to make sure that the address on file is a safe location for packages to be delivered to. Mail theft happens and it is important that the crime is reported to your local post office and your local police department.
For any inquiries or further assistance regarding our Return and Refund Policy, please contact us at:
By placing an order with "Wicked Waters Handcrafted Soaps", the customer acknowledges and agrees to abide by this Return and Refund Policy. This policy is subject to change without prior notice, and any updates will be posted on our website.
Thank you for choosing "Wicked Waters Handcrafted Soaps"!