Frequently Asked Questions

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We want you to be completely satisfied with your purchase. Due to the nature of our handcrafted and personal care products, we have a policy designed to ensure quality and hygiene for all customers.

General Return Guidelines

• Eligibility Window: You have 30 days from the date of delivery to initiate a return or exchange.
• Proof of Purchase: All returns must be accompanied by the original receipt or proof of purchase (e.g., your order confirmation email).
• Restocking Fee: Returns for reasons other than damage may be subject to a 10% restocking fee.

Non-Returnable Items (Final Sale)

For health and safety reasons, the following items are final sale and cannot be returned or exchanged:

• Used Products: Any product that has been used, partially used (e.g., a broken soap bar or a melted wax melt), or opened.
• Custom/Wholesale Orders: All custom soap loaves, wholesale orders, and private label requests.
• Clearance/Sale Items: Any item marked as final sale, clearance, or discounted upon purchase.

Returns for Damaged or Incorrect Items

If your product arrives damaged or if you received the wrong item, we will resolve the issue immediately at no extra cost to you.

1. Immediate Action: Please contact us at kingsandqueensproduct@gmail.com within 48 hours of delivery.
2. Required Information: Include your order number and clear photos of the damage to the product and the packaging.
3. Resolution: We will promptly send you a replacement product or issue a full refund, depending on your preference and product availability.

How to Initiate a Return

If your item meets the eligibility criteria above:

1. Contact Us: Email us at kingsandqueensproduct@gmail.com with your order number and the reason for the return.
2. Return Authorization: Wait for a response with a Return Merchandise Authorization number and detailed instructions on where to send your package.
3. Shipping: You are responsible for return shipping costs. We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items.

Refunds

Once your return is received and inspected, we will send you an email notification regarding the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5 -10 business days.