Shipping & Returns

Delivery

The shipment of 100% natural organic Soapmill cosmetic products in Romania is carried out exclusively by express courier or express delivery (only for Bucharest and Ilfov), the shipping costs being borne by you. Products are shipped within 24 hours of receiving the order. Orders received between Friday, 4:00 PM – Sunday, 4:00 PM, are processed on Monday. The packaging is suitable for transporting fragile products and parcels are insured. In case of breakage of a product, due to improper handling during transport, we replace the products free of charge. By express courier you thus have the assurance of deliveries and you can rely on the speed of this means of transport. Products are shipped within 24 hours of receiving the order. Orders received between Friday, 4:00 PM – Sunday, 4:00 PM, are processed on Monday. The value of the order is paid online, through the Moneybookers system, or by bank transfer, and the transport value is paid on delivery. PRODUCT SHIPMENT IN EUROPE Is carried out through Romanian Post, the shipping costs being borne by you. Products are shipped within 24 hours of receiving the order. Orders received between Friday, 4:00 PM – Sunday, 4:00 PM, are processed on Monday. For orders over 300 lei, delivery is free! This option is not applicable in special campaigns (e.g. Black Friday)*. Product delivery is carried out by SOAPMILL SRL.

Returns

If you have a problem with a product ordered from us, which has not been resolved by the Technical Department or the Sales Department, you have the option to return the product. The first step is to complete this return form. This form must be completed in full, and we will respond by email or phone within 3 business days with return instructions.

Shipping Costs in Romania

– Express courier in Bucharest, maximum 48 hours from placing the order, if the order is placed by 12 PM; maximum 60 hours if the order is placed after 12 PM: 10 lei, up to 1 kilogram (products plus packaging) and increases for each additional kilogram.

– Express courier in other localities, maximum 48 hours from placing the order, if the order is placed by 12 PM; maximum 60 hours if the order is placed after 12 PM: cost 15 lei, up to 1 kilogram (products plus packaging) and increases for each additional kilogram. The shipping fee will be added to the total price of the ordered products and will appear in the cart before sending the order. If you live in a locality where the express courier applies additional charges, please contact us to find an ideal transportation method.

Complaints

All complaints regarding missing items from the package, product non-conformity, billing errors, products received other than those ordered, please make them within 5 days of receiving the package. We do not assume responsibility for complaints received after this period. For any complaint, it is necessary to complete the complaint form: COMPLAINT FORM (docx) / COMPLAINT FORM (pdf)

If you cannot download and complete it, you can contact us by phone and our operator will take the data communicated by you to complete the form. We strive to resolve complaints as quickly as possible and favorably for our customers!

IMPORTANT: a series of products require specific storage conditions, thus, subsequent quality complaints cannot be received and compensated, given our lack of control over storage conditions.

You can contact the commercial department in the dedicated Contact section or by phone/fax: 0728892194, during working hours Mon-Fri 9:00 AM – 5:00 PM