Refund policy
Returns & Refunds Policy
We hope you love your Softie products. If something isn’t quite right, we’re here to help.
Returns
You may return unopened and unused items within 14 days of receiving your order.
To be eligible for a return:
· Products must be unused, unopened, and in their original packaging
· The return request must be made within 14 days of delivery
For hygiene and safety reasons, we’re unable to accept returns on opened or used skincare products, unless the item is faulty.
How to Request a Return
To start a return, please email hello@softiebaby.com with:
· Your order number
· The item(s) you’d like to return
· The reason for your return
We’ll reply with the next steps and return instructions.
Return Shipping
Return shipping costs are the responsibility of the customer, unless the item is faulty or incorrect.
We recommend using a tracked service, as we’re unable to take responsibility for items lost in transit.
Refunds
Once your return is received and inspected, we’ll let you know.
If approved, refunds will be issued to your original payment method within 5–10 working days. Please note that it may take additional time for your bank or payment provider to process the refund.
Original shipping costs are non-refundable.
Faulty or Damaged Items
If your order arrives damaged or faulty, please contact us at hello@softiebaby.com within 48 hours of delivery.
Where possible, please include photos so we can resolve the issue quickly. We’ll always aim to make it right.
Exchanges
We don’t currently offer direct exchanges. If you’d like a different item, please return your order (if eligible) and place a new one.
A Final Note
We’re a small brand and truly appreciate your support. If you have any questions or concerns, please reach out — we’ll always do our best to help.
