Soothely
Delivery, returns and your statutory rights
How long it takes, and exactly when something can come back. We do not run a satisfaction guarantee, so what follows is your statutory position stated plainly.
Last updated 12 July 2026.
Dispatch
Your order ships within about two days of being placed. Orders placed on a weekend or public holiday start counting from the next working day.
From dispatch it takes 4 to 12 working days to reach a door. You get a tracking link by email when the courier scans the parcel. If you have not had a scan within four working days, reply to your order email and we will chase it.
If it is faulty, damaged or not what you ordered
Section 56 of the Consumer Protection Act gives you 6 months from delivery to return goods that are defective, unsafe or not as described. You choose the remedy: a refund, a repair or a replacement. We pay the return cost, and we do not ask you to deal with the courier.
Photograph the problem and email us. We do not require the original packaging for a faulty item.
What we do not offer
We do not offer a satisfaction refund on a shade that turned out not to suit you. Colour reads differently on different skin and in different light, and once makeup has been opened and used we cannot resell it or verify how it was used.
We would rather say that here than imply a guarantee we do not run. It does not affect the statutory rights above, which apply regardless.
Your statutory rights
The right above comes from legislation, not from us, and section 51 of the Consumer Protection Act makes any term that tries to waive it void. If anything on this site ever reads as though it limits it, the law wins and you should tell us so we can fix the wording.
soothelyza@gmail.com
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