Shipping Policy
All orders are processed within 2–3 business days of receipt. Orders are not processed or shipped from Friday, 4 pm EST through Sunday, or holidays. If we are experiencing a high volume of orders, shipments may be delayed by a few days.
Return and Refund Policy
Due to the personal nature of our products, we are unable to process exchanges, refunds, or returns on any product for use on the body. Please choose carefully, as we are unable to provide a refund if your mind has changed concerning your particular purchase.
If there was an error in your online order, you have 7 DAYS from the day you received your purchase to contact us regarding the error. Any missing or damaged products WILL NOT be replaced or credited after the 7 days have expired. Proof of purchase is REQUIRED for all orders needing Customer Service attention. Oldtownsoapco.com is not responsible for products affected by warm or cold weather climates (i.e., Body Butters, Scrubs, Wax Melts, Lotion Candles, etc.) and, as such, will not be replaced by Old Town Soap Co.
To start a return, you can contact us at info@oldtownsoapco.com or 704-859-1233 within 7 days of receipt of your products. Please note that returns will need to be sent to the following address:
Old Town Soap Co. 716 S. Main St., Landis, NC 28088
To be eligible for a return, your item must be in its original packaging and in the same condition that you received it: unopened and unused. You’ll also need the receipt or order number for proof of purchase.
If your return is accepted due to our error, we’ll send you a return shipping label and instructions on how and where to send your package. Items sent back to us without first requesting a return will not be exchanged or refunded.
You can always contact us for any return questions at info@oldtownsoapco.com.
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective or damaged or if you receive the wrong item. We will then evaluate the issue and make it right. DO NOT throw anything away. We will need you to provide pictures of the shipping box and the damaged item.
Exceptions / non-returnable items
Certain items, such as custom products (special orders or personalized items) and personal care goods (such as used beauty products), cannot be returned. Please contact us 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.
Refunds
We will notify you once we’ve received and inspected your return and let you know if the refund was approved. If approved, you’ll be automatically refunded using your original payment method within 10 business days. Please remember it can take time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we’ve approved your return, please contact us at info@oldtownsoapco.com.
