Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at sherrysternberg@soapicom.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at sherrysternberg@soapicom.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sherrysternberg@soapicom.com.
REFUND POLICY
30-Day Satisfaction Guarantee
At Seraph & Stone, we stand behind the quality of our handcrafted luxury skincare and self-care products. If you're not completely satisfied with your purchase, we'll make it right.
Returns & Exchanges
You have 30 days from the date you receive your order to request a return or exchange for any reason.
To initiate a return or exchange:
- Email us at hello@seraphstone.store with your order number and the item(s) you'd like to return
- We'll respond within 24 hours with a prepaid return label (for U.S. orders)
- Pack your item(s) securely and ship using the provided label
What We Accept
We accept returns on:
- Unopened products in original condition
- Products that don't meet your expectations
- Damaged or defective items (please contact us immediately upon receipt)
For hygiene reasons, we cannot accept returns on opened personal care items unless they are defective.
Refunds
Once we receive your return, we'll inspect the item(s) and process your refund within 5-10 business days. Refunds will be issued to your original payment method.
Exchanges
If you'd like to exchange an item for a different product, let us know in your return request. We'll send your replacement as soon as we receive your return.
Damaged or Defective Items
If you receive a damaged or defective product, please contact us immediately at hello@seraphstone.store with photos. We'll send a replacement right away at no cost to you.
Questions?
Contact us at hello@seraphstone.store. We're here to help make your ritual right.
