Shipping / Pick Up / Refunds
Shipping Information
At Soapie Mai Designs, we take pride in ensuring your orders are promptly shipped using reliable methods, with secure packaging to protect your purchase. We believe in transparent communication, and our shipping costs are clearly outlined for your convenience.
If you have any questions about our shipping process, feel free to reach out to us. We're committed to providing a seamless experience for you!
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Processing Times
After your payment has been processed, please allow 1 to 7 business days for your order to be processed and packed ready for shipment. An email confirmation will be sent after your order has been placed. While we strive to meet these processing times, please note that unforeseen circumstances such as public holidays, peak seasons (e.g., Christmas), or natural disasters may occasionally cause delays. We ask that you allow a little extra time during these periods to receive your delivery.
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Typical delivery times within Australia range from 2 to 10 business days, with possible extensions. International orders may take 10 to 30 business days, depending on the location.
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Incorrect Address
Please ensure that the delivery address provided at checkout is accurate. If you notice an error, contact us immediately at enquiries@soapiemaidesigns.com.au with the subject "Urgent Address Change". While we will do our best to accommodate changes, we cannot guarantee that we can correct the address before the order is completed and shipped.
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Soapie Mai Designs is not responsible for delays or losses resulting from an incorrect address provided by the customer. Once an order has left Soapie Mai Designs Headquarters, it is under the responsibility of Australia Post.
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Australian Domestic & International Shipping
We use Australia Post for all our shipping needs. By selecting the 'Shipping' option at checkout you are agreeing to the Australia Post terms of service. All shipped items will be provided with a tracking number via email.
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Missing or Lost Parcels
In the event that your package is lost or goes missing, please first check common courier hiding spots and request an image from Australia Post. If you are still unable to locate your parcel after exhausting all avenues, please email us at enquiries@soapiemaidesigns.com.au to report your lost or missing parcel so we can investigate on our end.
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Under Australian Consumer Law, if your goods are not delivered or are lost, you may be entitled to a replacement or refund. Please be aware that any missing or lost parcels are typically the responsibility of the courier, but we will assist in resolving the issue as much as possible.
Local Pick Up
Looking for a more personal touch? Take advantage of our convenient local pick up service. Simply select the pick up option at checkout, and we'll ensure that your order is ready for collection within 2 to 5 business days. Address details will be provided in your email when your order is ready for collection.
We understand the value of convenience, and our pick up service is designed to accommodate your schedule. Experience the ease of collecting your handmade products directly from us!
Return & Exchange Guarantee
Your satisfaction is our priority at Soapie Mai Designs. If you need to return or exchange a product, our policy is designed to provide you with a hassle-free process. We want you to feel confident in your purchase, and our clear refund and exchange policy is aimed at ensuring just that.
If you have any questions about our return and exchange policy, please don't hesitate to get in touch. We're here to make sure you have a positive experience with us.
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Returns & Refund Policy
Thank you for shopping at Soapie Mai Designs. We want to ensure you are satisfied with your purchase.
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Please note this policy does not apply to any of our 'Whoopsies' designs, which are sold "as is". No returns or refunds are available for these products. However, even for these items, they must still meet the standards of fit for purpose unless any faults were specifically disclosed at time of sale.
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When you receive your items, please inspect them thoroughly to ensure they are free of damage. We will only replace or refund items if they are damaged on arrival. We do not offer refunds, exchanges, or cancellations if you change your mind.
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If you wish to cancel your order, please email enquiries@soapiemaidesigns.com.au within 24 hours of placing your order. After this period, cancellations may not be possible, and once the order has been completed, it cannot be cancelled.
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For any refund or return enquiries, please contact us at enquiries@soapiemaidesigns.com.au
​Replacements (If Applicable)
In the rare event that your goods are damaged on arrival, faulty, defective, or do not match the product description, you maybe entitled to a refund, repair, or replacement under Australian Consumer Law.
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Please ensure to follow the below steps:
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Contact us via email at enquiries@soapiemaidesigns.com.au within 30 days from the date purchase
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Provide clear and concise details of the issue, including evidence such as photos or videos
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We will assess the situation and determine the appropriate outcome
If the product cannot be replaced, we may offer a refund or replacement. Please note that minor faults, normal wear and tear, and any purchased second products may not qualify for a refund or replacement unless they fail to meet the guaranteed standards under Australian Consumer Law.
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Refunds (If Applicable)
If a refund is necessary, it will be processed once we have received the returned item(s) and verified that they meet the return policy conditions. Refunds will be issued within a reasonable time frame, typically within 2 to 5 business days, and will be credited using the original payment method unless otherwise agreed upon.
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Please note the following conditions may apply to your refund:
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Shipping charges and handling fees are generally non-refundable unless the product was returned due to a fault or misrepresentation
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If the item(s) were purchased using a store credit or a voucher, then the refund will be credited back to your store account
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Consumer Guarantees
Your purchase is protected by Australian Consumer Law (ACL), which provides certain guarantees regarding the quality, fit for purpose, and other aspects of goods and services. These guarantees cannot be excluded and operate in addition to any warranties provided by Soapie Mai Designs.
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If your product does meet these guarantees, you are entitled to a repair, replacement, or refund, depending on the nature of the issue.
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