At our store, we take great pride in offering you high-quality handmade soaps, crafted with love and care from the finest natural ingredients. Your satisfaction is our highest priority, and we want you to feel confident when shopping with us.
We understand that ordering products online — especially when shipped internationally — requires trust. That is why we aim to be as transparent as possible about our Refund and Returns Policy.
Please read the information below carefully to understand your rights and how we can assist you in case of any issues with your order.
Returns
Because our soaps are personal care products that come into direct contact with the skin, and because they are handcrafted in small batches, we are unable to accept returns for reasons of hygiene and safety, unless the product arrives damaged or incorrect.
Please note:
- Each bar of soap is made by hand. Variations in color, shape, texture, and scent are natural and do not constitute a defect.
- We do not offer refunds or exchanges for change of mind or if the product does not match your personal scent preferences. All ingredients and scent profiles are clearly listed on the product pages.
When Returns Are Accepted
If you receive an order that is:
- Damaged during transit
- Incorrect (wrong product shipped)
- Significantly defective and not suitable for use
please contact us as soon as possible and no later than 7 days after receiving your package.
We will ask you to provide:
- Your full name and order number.
- A clear description of the problem.
- Photos of the product and packaging showing the issue.
We will review your request promptly and offer an appropriate solution.
Refunds
If your return request is approved (see above), we will either:
- Send you a replacement item at no additional cost, OR
- Issue a refund for the affected item(s) via your original payment method.
Refund Processing Time
Once your request is approved and processed:
- Refunds typically take 5–10 business days to appear on your account, depending on your bank or payment provider.
- You will receive a confirmation email once your refund has been issued.
Refund Eligibility
Refunds are only granted in cases where:
- The item was received in damaged or unusable condition.
- The wrong product was shipped.
We do not provide refunds for:
- Orders where the customer provided an incorrect shipping address.
- Delays caused by customs, postal services, or force majeure events (see below).
- Personal dislike of color, scent, or texture of the soap, as handmade variations are part of the artisanal process.
Shipping Costs
- If your return or refund request is approved due to an error on our part (damaged or incorrect product), we will cover all necessary shipping costs for sending a replacement.
- Original shipping charges are non-refundable unless the entire order was damaged or incorrect.
- If the package is returned to us due to an incorrect address provided by the customer, the customer will be responsible for additional shipping costs to resend the package.
Lost or Delayed Packages
We proudly offer worldwide shipping and will do everything we can to ensure your order reaches you safely and promptly. However, please be aware that delivery times may vary depending on:
- Your location and local postal service
- Customs processing times
- External factors such as postal strikes, weather conditions, or global events
Tracking Your Order
- Once your order is shipped, you will receive a tracking number via email.
- Please monitor the tracking updates and allow sufficient time for international deliveries, which typically take 7–21 business days but may be longer during busy periods.
If Your Package Is Delayed
If your order has not arrived within 40 business days from the shipping date, please contact us. We will investigate the situation and work with you to resolve it.
Please note that we cannot guarantee exact delivery dates for international orders, as customs clearance and local postal service delays are beyond our control.
Lost Packages
In rare cases where a package is confirmed as lost by the shipping carrier, we will offer you:
- A full refund, OR
- A replacement order at no extra cost.
Important Notes
Handmade Product Disclaimer
- Each soap bar is a unique artisan creation. Slight differences in color, design, and scent intensity are expected and celebrated — they reflect the handmade nature of our products and are not considered defects.
Customer Responsibility
- Please double-check your shipping address during checkout. We are not responsible for orders lost due to incorrect or incomplete addresses provided by the customer.
- If a package is returned to us due to an incorrect address, the customer will be responsible for paying the cost of reshipping the order.
Customs and Import Fees
- For international orders, customs fees, import taxes, and other charges may apply upon delivery. These charges are the responsibility of the customer and are not included in the product or shipping costs.
- We recommend checking your country’s import regulations before placing an order.
Contact Us
If you have any questions about this policy or need help with your order, we are always here to assist you.
Please contact us at:
info@jafalistore.com
We typically respond within 1–2 business days.
Thank you for choosing us!
We appreciate your trust and support. Our mission is to provide you with beautiful, high-quality handmade soaps that bring joy to your self-care rituals — wherever you are in the world.