Customer care

Returns and refunds

If something is not right with your order, contact us and we will help you understand the next step.

Our 30-day return window

You may request a return within 30 days after delivery. To be eligible under our standard returns policy, the item must be unused, in its original packaging and accompanied by proof of purchase.

Starting a return

1. Email asksobae@sobaecosmetics.com with your order number and reason for return.
2. Wait for return approval and the return instructions before sending anything back.
3. Package the approved item securely and follow the instructions provided.

Items returned without first requesting a return may not be accepted.

Damaged, defective or incorrect items

Please inspect your order when it arrives. If an item is damaged, defective or different from what you ordered, contact us promptly with your order number, a description of the issue and clear photographs where possible.

Items that may not be returnable

For hygiene and safety reasons, opened or used personal-care products may not be eligible for a change-of-mind return. Sale items and gift cards may also be excluded. This does not affect your legal rights where an item is faulty, damaged or not as described.

Exchanges

The quickest way to receive a different item is to complete an approved return and place a separate order for the replacement.

Refunds

We inspect returned items and let you know whether the refund has been approved. Approved refunds are sent to the original payment method, normally within 10 business days. Your bank or card provider may need additional time to show the refund.

If more than 15 business days have passed since your refund was approved, email accounts@sobaecosmetics.com.

UK cancellation rights

For many online purchases, UK consumers have a legal right to cancel within 14 days after delivery and then generally have a further 14 days to return the goods after notifying the seller. Exceptions can apply, including to sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed.

Nothing in this policy limits your statutory consumer rights.