FAQ


Shipping Policies

APPROXIMATE HANDLING TIMES
1-3 business days depending on stock levels and the size of your order. If you need an order urgently, please contact me prior to purchase to ensure I can meet your needs. Most products are made to order and only small amounts of stock are on hand for freshness.

APPROXIMATE DELIVERY TIMES
1-5 business days within Australia after posting (remote areas allow up to 10 business days)
4-10 business days International after posting (not including possible Customs/Processing/Delivery delays within the delivery country)

HOW WE SHIP YOUR ORDER Your order, however big or small, will be packed in the safest and most appropriate way for the size and fragility of the item/s. We have never had an order damaged in the mail thanks to our careful packaging.

ORDERS LOST IN TRANSIT Orders lost in transit must be claimed through the carrier. I will launch an investigation with the carrier and try to locate the missing parcel or obtain compensation for damage/loss. If the order cannot be located or arrives damaged, I will replace it at no cost to you. 

ORDERS DAMAGED IN TRANSIT Should your order arrive damaged you MUST take detailed photos so I can launch an investigation with the carrier. Once that is underway, I can replace your order.

POSTAL INSURANCE Insurance does not come standard with most shipping methods. Should you wish to insure your order for loss or damage in transit, please let me know when placing your order and this can be organised for a small additional fee. Simply leave a message with your order and I'll invoice you any additional insurance costs.

CUSTOMS FEES Sailor Mouth Soaps is not responsible for any customs fees incurred in receiving your order. We cannot break the law and mark customs forms as "gift". International orders will be marked "merchandise". Thank you for understanding.

SHIPPING MATERIALS We want to find the ideal balance between your order arriving in perfect condition and not contributing to excess waste so your order will contain upcycled materials or if using new materials, they will be as eco-friendly as I can find. Please save and reuse packing materials (especially bubble wrap). Any packing peanuts cushioning your order are Bio-Fill Green-Pak, a natural, compostable and water-soluble product. They are not styrofoam. 

SHIPPING METHOD For domestic, Australian orders, our preferred carrier is Sendle Courier Service because they are Australia's first Carbon Neutral courier and typically deliver much faster than Australia Post. If Sendle cannot be used (if your shipping address is a PO Box or you're in a remote area not serviced by Sendle) then your order will ship with Australia Post. You MUST advise at time of purchase if you DO NOT wish your order to be sent via Sendle. For International orders, all will be sent by Australia Post.

Payment Policies

PAYMENT Payment must be received in full via the payment methods shown prior to your order processing or shipping.

Order Policies

EXCHANGE (change of mind) Generally, exchanges could only be available if the products you receive are defective or damaged. If you change your mind about an order you've already received or is in transit to you, it must be returned to us via registered post (at your expense) so we can exchange for alternative items. Please ensure it is packaged extremely well as we will only accept goods in a merchantable condition. Please be aware you will need to pay shipping twice, once to return the goods and again to be sent your exchanged goods. Once your exchange is received and inspected, we will send you an email to notify you that we have received your returned item/s and invoice you for the return shipping. You should consider using a trackable shipping service or purchasing shipping insurance for extra piece of mind. Once that payment has been received, we will also notify you when your exchanged items have been shipped. Depending on where you live, the time it may take for your exchanged product to reach you may vary.

RETURNS If you wish to return an order you've already received or is in transit to you, it must be returned to us before a refund can be issued. You must notify us within 3 days of delivery that you wish to return your item/items and ship back within 7 days of delivery. Please ensure it is packaged well as we can only accept goods in a merchantable condition. Please be aware you will need to pay shipping to return the item/s to me for a refund. You should consider using a trackable shipping service or purchasing shipping insurance for extra piece of mind. To return your product, you should mail your product to: 58 Kertes Road Camira Queensland AU 4300. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@sailormouthsoaps.com

ORDER CANCELLATIONS If you wish to cancel your order, please let us know immediately, at the latest within 24 hours of purchase. If work has already begun on your order, we reserve the right to charge a restocking fee of 20% of your order total.

Product Policies

HANDCRAFTED PRODUCTS Each product is handmade and therefore may have slight variations from the product photographs, such a colour (each computer monitor/smartphone shows colour differently) pattern and 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.

COLOUR CHANGES OVER TIME 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.

NUTS/GLUTEN/ALLERGY INFORMATION Please read all ingredient 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.

REACTIONS/IRRITATIONS In case of irritation, discontinue use.

ESSENTIAL OILS Some of my products may contain natural, therapeutic grade Essential Oils. If you are pregnant or suffer from a medical condition, you should consult with your healthcare provider before using such products to ensure there are no contraindications to their use.

STORAGE PRIOR TO USE 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.

STORAGE IN BETWEEN USES Allow your soap to drain and dry between uses to prolong its life. Most shower soap dishes are pretty useless and pool water. We recommend leaning the bar up against something so as many surfaces can dry.

PROLONGING THE LIFE OF HANDMADE SOAP Use of a bath puff or loofa is ideal, rather than rubbing the bar directly onto the skin. Simply foam it up and wash with the lather, rather than the bar. This is my secret weapon against disappearing soap!

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 2010-2018. Images and copy may not be used without permission.