FAQ
Ordering & Payment
How do I place an order?
Simply add your chosen products to your cart and follow the checkout steps. You'll receive an order confirmation by email once your payment is complete.
What payment methods do you accept?
We accept the secure payment methods shown at checkout.
Can I change or cancel my order after placing it?
Please email us at sootheher194@gmail.com as soon as possible. We'll do our best to help before your order is processed for shipping.
Shipping & Delivery
Where do you ship?
We currently deliver within South Africa. International shipping may be offered in the future.
How long does shipping take?
Orders are typically processed within 1–5 business days after payment confirmation. Estimated delivery is generally 7–20 business days, depending on the product, destination, and courier.
Will I receive tracking information?
Yes, tracking details are emailed to you once your order has been dispatched.
What if my order is delayed or lost?
Delivery can occasionally be delayed due to high order volumes, public holidays, or courier disruptions. If your package appears lost, email us at sootheher194@gmail.com and we'll help open an investigation with the carrier.
Returns & Refunds
What is your return policy?
We accept return requests within 14 days of delivery. To qualify, items must be unused, in their original condition and packaging, and accompanied by proof of purchase. For hygiene and safety reasons, used personal-care or wellness products can only be returned if they are defective.
My item arrived damaged or incorrect — what do I do?
Please contact us within 48 hours of delivery at sootheher194@gmail.com with your order number, a description of the issue, and clear photos. We'll arrange a replacement or refund where appropriate.
How long do refunds take?
Once your return is received and inspected, approved refunds are processed to your original payment method within 5–10 business days.
Who pays for return shipping?
Customers are responsible for return shipping costs, unless the item is defective or incorrect.
Products & Usage
How do I use my SootheHer product?
Every product page includes a Product Details section with Key Benefits, Specifications, How to Use, and What's Included, right below the Add to Cart button.
Are your products safe to use every day?
Our wellness essentials are designed for everyday comfort. Please follow the specific usage guidance on each product page, and discontinue use if you experience any discomfort or irritation.
Still have a question?
We're happy to help. Reach us anytime at sootheher194@gmail.com — we aim to respond within 24–48 business hours.