Shipping & Returns.
No small print. No surprises.
We want you to feel completely confident ordering from us. Here is everything you need to know.
Free express shipping. Every order.
We offer free express shipping on all orders — no minimum spend, no exceptions. We don't believe in charging extra for something that should just be part of the service.
Orders are dispatched and typically arrive within 5–8 business days of placing your order.
Once your order has been dispatched you will receive a confirmation email. Please allow the full 8 business days before getting in touch about a delayed delivery.
Not happy? We'll sort it.
If you are not satisfied with your order for any reason, you may return it to us within 180 days of delivery for a full refund.
To initiate a return, simply email us at the address below with your order number and reason for return. We will respond within 1–2 business days with return instructions.
Items must be returned to us before a refund is processed. Return postage costs are the responsibility of the customer. We recommend using a tracked service as we cannot be responsible for items lost in transit.
Once we receive your returned items, your refund will be processed within 5–7 business days to your original payment method.
180-Day Money-Back Guarantee.
No questions. No forms. Just the refund.
You have a drawer full of creams that promised everything and delivered nothing. We know. That's exactly why we offer the most generous guarantee in the category.
If your child's skin doesn't improve within 180 days of consistent use, return the items and we will refund every penny. No hoops. No lengthy process. Just email us, send it back, and we'll take care of the rest.
"You haven't failed your child. You just needed the right thing. And you have 180 days to find out if this is it — at absolutely no risk."
— Susie Clark, Founder of Soothey
Something wrong with your order?
If your order arrives damaged or you have received the wrong item, please contact us within 14 days of delivery with your order number and a photo of the issue. We will arrange a replacement or full refund at no cost to you — including return postage in this instance.
Need to cancel your order?
We process and dispatch orders quickly. If you need to cancel, please contact us as soon as possible after placing your order. If your order has not yet been dispatched, we will cancel it and issue a full refund immediately.
If your order has already been dispatched, we are unable to cancel it at that stage. You are welcome to return it once received under our returns policy above.
Questions about your order? We're here to help.
Email us at hello@soothey.co.uk and we'll get back to you within 1–2 business days.
— Susie & the Soothey team