Return & Replacement Policy

We believe every order should arrive on time, in great condition, and exactly as expected. If it doesn’t, we’ll make it right. Whether your package is delayed, damaged, incorrect, or just not what you had in mind, we’ll either replace it
or issue a full refund—no return shipping, no restocking fees.

1. What We Cover
  • The items arrive damaged or defective
  • The order is lost or delayed in transit
  • The product does not match the design you approved in the 3D preview at checkout
  • You’re not happy with your order for any reason and notify us within 30 days
2. When to Contact Us

Let us know within 30 days of delivery (or your expected delivery date if the package never arrived). We want to hear from you as soon as something feels off.

4. How to Reach Us

Email us at support@hotelsoap.com with your order number and a quick description of the issue. Including a photo helps speed things up, but it’s not required.

5. What Happens Next

We’ll respond within 1–2 business days and resolve most issues quickly — either with a refund or a free replacement.

6. No Returns Needed

In most cases, you won’t need to send anything back. If there’s a problem, we’ll take care of it — and you can keep or donate the original items.

7. Exceptions

We may not be able to replace or refund if:

  • It’s been more than 30 days since delivery
  • The issue was caused by incorrect information on your end (like a wrong shipping address or file upload)

Have you any question? We're ready to help.