FAQs


Products

Are your products Vegan?

YES! Sailor Mouth Soaps are vegan from the ground up. You can choose any product with confidence and be sure it’s completely vegan. Please don’t be concerned if you see non-vegan fragrance descriptions such as honey, milk etc. It is simply the aromatic notes and not the actual thing. We are 100% Vegan.\

Are your products Palm Oil Free?

YES! Our product lines have been carefully created Palm Oil free, including common derivatives.

 Are your products Cruelty-Free?

YES! We do not condone animal testing and will not buy ingredients or finished products that have been tested on animals. None of our products have been tested on animals – just friends and family.

How do I use each product?

Soap: 

Wet hands and/or body, work the soap into a lather, wash with the foam and rinse clean, patting dry with a towel. Allow soap to dry between uses. Avoid contact with eyes. Sensitive skin should patch test first. Discontinue use if irritation occurs. Application of a light moisturiser may be applied if necessary. External use only.

Lip Balm (currently unavailable): 

Uncap and gently press onto lips, gliding across the top and bottom for an even application. Store balm in a cool, dry place out of direct sunlight. This balm is firm due to the level of butters and vegan wax. You will need to warm it on your skin before application in cold weather.

Soy Wax Melts (currently unavailable):

Remove wax from the pot and place into a fragrance warmer or oil burner. Allow the warmth to melt the wax and release the scent. To prevent fire or injury, in addition to these instructions, follow all warning label directions on the packaging. 

 Do your soaps have a coloured lather?

Sometimes, especially when natural colourants have been used. Don't worry, they'll wash down the drain and won't permanently stain surfaces. If you're worried, just give the area a quick wipe after each use. 

 How do you package your products?

We use a mixture of biodegradable cellophane bags and bio-polyolefin shrink wrap that is also completely biodegradable. Bio-polyolefin is a soft gauge degradable plastic so we use this packaging for single bars and reserve the firmer cellophane bags for products that need more support. Each product is professionally labeled and ready for gifting (if you can bare to give it away).

 Do you do custom orders for wedding favours, kids parties, baby showers etc?

YES! Email info@sailormouthsoaps.com to discuss further.

 Do you offer wholesale?

YES! Sailor Mouth Soaps is happy to partner with other retailers that are a good brand fit. We will be expanding our current stockists in 2019 so if you’re interested in partnering with us, email info@sailormouthsoaps.com to discuss further.

Do you collaborate with other brands?

YES! Please email info@sailormouthsoaps.com to discuss further.

Will you donate to my fundraiser/charitable cause?

Possibly! If there is room in the donations budget and the cause meets our ethical standards, it will be considered. Email info@sailormouthsoaps.com to discuss. If YOU want to donate to a cause, check out the Charitable Paw Soap where a portion of proceeds is donated to charity.

 Ordering

How do I place an order?

Find the products you would like and click ‘add to cart’. When you’ve selected all that you want, click the shopping cart icon in the top right-hand corner of the screen (desktop & mobile). This will show you everything you are purchasing. Click ‘checkout’ and follow the prompts to make payment. You will receive an automated message when your order is successful.

Do you ship Worldwide?

Not yet but that's something we are working on. At present, the following countries have in-built shipping rates within the website - New Zealand, United State of America, Canada and the United Kingdom. New shipping zones in Oceania/Asia Pacific and Europen Region will be available soon. 

Why is International Shipping so expensive?

We hate this too but we are quite literally, about 24hrs on an aeroplane away from much of the inhabited world. Even our closest neighbours in New Zealand are about 3 hrs flight away so everything sent outside of Australia goes on a plane and this is costly. We actually intentionally undercharge on international shipping because we know from experience how tough those shipping costs are and I am always so flattered to receive an order from outside of Australia so we try to save you money where possible. 

How long is your processing time?

Please allow up to 3 business days for your order to be dispatched. We make all products by hand (many are made to order) and fulfil every part of the process as a one-woman team. If your order is very urgent, please contact info@sailormouthsoaps.com for special arrangements to be made.

Can I change or cancel my order?

If you contact info@sailormouthsoaps.com immediately, the issue can probably be resolved but if your order has already been dispatched, it cannot be changed or cancelled at that point.

What is the status of my order?

If you created an account on the website, you can log in at any time and see the status of your order. If you checked out as a guest, simply keep an eye out for your automated shipping notification email and the tracking email. Until you receive both of those things, your order is still processing.

 Payments & Discounts

How can I pay for my order?

 We accept a wide variety of payment methods for your convenience.

  •  Visa
  • Mastercard
  • PayPal
  • AfterPay (min order $35 not incl. shipping)
  • ZipPay
  • Humm (re-branded from OxiPay in April 2019)

You can select your preferred method at checkout. Please see AfterPay and Zip for more information on these methods.

Do you have sales or discounts?

Yes, from time to time we have sales on individual products, collections or the entire product range. Even free shipping offers! Sign up for our newsletter and follow us on social media to be the first to know.

How do I use a coupon code?

Copy and paste the code into the coupon field on the cart page. If you're using a valid code, the offer will be activated. Please note, only one coupon can be used at a time, they cannot be combined.

Why isn’t my coupon code working?

It may be expired or not applicable to your purchase. If you think this is a mistake, please email info@sailormouthsoaps.com for assistance.

I forgot to enter my coupon code at checkout, can I still get a discount?

 No. You must enter any coupon codes at checkout for the discount to apply.

 What is Pre-Order and how does it work?

Some products take a long time to make or have very limited numbers so you can pre-order your product to ensure you don’t miss out. Pre-Order items are ready to ship from the date noted in the product description and cannot ship earlier than that date. If your order contains Pre-Order items, your whole order will ship when all Pre-Orders are ready to ship. If you want your other items sooner, please place two separate orders and they will ship separately.

Delivery Options

What shipping company do you use?

We use Australia Post and a range of couriers, depending on your location and the weight/dimensions of the parcel.

What does flat rate shipping mean?

 You are charged a set fee for your order, no matter how big it is! So even if your order is very heavy or bulky, you’ll never pay more than the flat rate of $9.95 for a domestic order. International shipping costs will vary. 

Do you offer local pick up?

Yes. Local pick up is available from Camira QLD 4300 by special arrangement. Use code SPRINGFIELD to remove shipping charges from your order. I will contact you when your order is ready for collection. Usual order processing times still apply.

Do you offer free shipping?

Yes, for orders over $89, shipping is free within Australia. 

What does carbon neutral shipping mean?

Moving freight by car, truck or aeroplane pumps carbon into the environment, contributing to Climate Change. To offset this impact, we have partnered with Fifteen Trees who organise tree planting initiatives to help absorb carbon and rehabilitate local ecosystems. In October 2018, my trees were planted. Read about it here. More to come in 2019 as the business grows!

 What packaging materials do you use?

Recyclable cardboard boxes, biodegradable packing peanuts made from cornstarch, recycled bubble wrap, tissue paper and kraft paper. Please reuse or recycle any packing materials used in your order.

What is your order processing time?

Most products are made to order so expect 3 business days prior to shipping, increasing to 3 to 5 days during peak times such as sales and holidays.

How long does delivery take?

All orders are dispatched from Camira, QLD Australia and delivery times will vary depending on your location from our base. Usually, delivery times to Metro areas are 1 to 3 business days. Rural areas may take anywhere from 5 to 10 business days. International customers, please contact me at info@sailormouthsoaps.com for an accurate estimate based on your country or visit www.auspost.com.au for more information. 

 Do you offer Express Shipping?

 Need your order super fast? While that option isn’t built into the website, it can be done for an extra fee to update the shipping method. Email info@sailormouthsoaps.com to discuss.

 My order was damaged in transit. What do I do?

Oh no! Please take several clear pictures of the damage, including the inside and outside of the box and the products and email them to info@sailormouthsoaps.com We can then lodge a claim with the freight carrier and replacements can be arranged. You may need to return the damaged items to us on a case by case basis.

Order Policies

Returns, Replacements and Refunds

We will happily accept returns of defective, incorrect or damaged products within 14 days of delivery but not simply for a change of mind. Please contact us at info@sailormouthsoaps.com for assistance. You may need to return the damaged items to us on a case by case basis.

Product Policies

Handcrafted Products

Each product is handmade and therefore may have slight variations from the product photographs, such as colour, pattern or weight. I under-declare weight for each product to account for variations from batch to batch but any variance will always be in your favour ie. bigger rather than smaller. This is because of the handmade nature and is not a flaw. 

Some products containing vanilla based fragrances or other strong colour-based fragrances (like strawberry) may change colour slightly over time. Don't worry, this is normal and is of no cause for concern. It's just the price we pay for such yummy fragrances! Typically, this would only be seen in products not used within 6-12 months of purchase. For optimal freshness, we recommend all products are used within 3 months of purchase.

Store unused products in a cool, dark place out of direct sunlight until use. We recommend using your product within 3 months of purchase to enjoy the freshest product possible.

In between uses, allow your soap to drain and dry which will prolong its life. Most shower soap dishes are pretty useless and pool water. We recommend leaning the bar up against something so many surfaces can dry or storing in a well-draining dish out of splashes. You can also check out our Soap Dishes. 

Reactions or Irritations

In case of a reaction or irritation, discontinue use.

Essential Oils

Some products contain small amounts of Essential Oils. If you're pregnant or suffer from a medical condition, please check with your health care professional prior to use. The ingredients will list Essential Oils if contained in that product. 

 Nuts/Gluten/Allergy Information

Please read all ingredient information on our website and again on product labels prior to purchase and use, especially if you have any allergies. Do not buy or use a product you have a known allergy to. Our studio is not a dedicated nut or gluten-free manufacturing space and some products do contain ingredients such as nut exfoliants, oils and butters, wheat-based or gluten-containing ingredients. 

Stock Policies

Stock Availability

We aim to keep the stock on our website as accurate as possible.  However, if for some reason the stock is unavailable at the time you place your order we will advise accordingly and offer an alternative product or refund of that item.

© Sailor Mouth Soaps All Rights Reserved 2010-2019. Images and copy may not be used without permission.