Delivery & Returns.
Honest. Simple. No catches.
We want every part of your experience with Soothie to feel easy. Here is exactly how delivery and returns work.
Free shipping. Every single order.
Every order placed on soothie.farm comes with free express shipping included — no minimum order, no codes needed, no exceptions. It is simply part of what we offer.
From the moment your order is dispatched, you can expect it to arrive within 5–8 business days. You will receive a dispatch notification by email as soon as your parcel is on its way.
We ask that you allow the full 8 business days before reaching out about a delivery. If something still hasn't arrived after that window, we will look into it for you straight away.
Not what you hoped for? We'll make it right.
If you are not completely satisfied with your order, you have 180 days from the date of delivery to return it for a full refund. No lengthy explanations needed.
To get the process started, email us at info@soothie.farm with your order number and we will respond within 1–2 business days with return instructions.
Returned items need to reach us before the refund is issued. The cost of return postage is covered by the customer, and we recommend using a tracked service to protect yourself in transit.
Once your return lands with us, your refund will be processed back to the original payment method within 5–7 business days.
180 Days. Full Refund.
Zero hoops to jump through.
We know you have tried other things. We know what it feels like to spend money on a product that doesn't deliver. That is exactly why we offer 180 days — not 30, not 60 — to decide whether Soothie is right for your family.
If your child's skin hasn't responded within 180 days of consistent use, send it back and we will refund every penny. Email us, return the product, and we handle the rest. That is the whole process.
"You haven't failed your child. You just haven't found the right thing yet. Take 180 days. Try it properly. If it doesn't work, you pay nothing."
— Susie Clark, Founder of Soothie
We'll fix it immediately.
In the rare event that your order arrives damaged or contains the wrong item, please get in touch within 14 days of delivery. Send us your order number and a photo of the issue and we will arrange a replacement or full refund — including return postage — at no cost to you whatsoever.
Need to cancel before it ships?
We dispatch orders quickly, so if you need to cancel please contact us as soon as possible after placing your order. If we haven't dispatched yet, we will cancel and refund you in full right away.
If your order has already left us, we won't be able to intercept it at that point — but you are welcome to return it once it arrives under our returns policy above.
A question about your delivery or return?
Email us at info@soothie.farm and we will get back to you within 1–2 business days.
— Susie & the Soothie team