FAQ
Find answers to our most frequently asked questions.
Shipping & returns
What do I do if I have not received my order?
We send you an email as soon as your order is on the way, so that you can find out when it will arrive.
You can also find the tracking informations in your email or located in your account to check where your order is.
Have you checked for any delivery cards? Your parcel may have been left somewhere safe, such as with a neighbour or been taken to a local depot.
Our Shipping Information page can give you more information and timescales.
If you do need to report your order as lost then please contact our Customer Service via the 'Contact' page.
There is an item missing from my order. What should I do?
Sometimes we ship items separately to make sure that any delayed items do not hold up the rest of the order.
It is therefore possible that the missing item may be on a separate shipment.
Your dispatch confirmation email will list the items that have been sent. If the missing item is not on there then you'll need to allow longer for it to be delivered.
If the item has been sent, then please send a message through via the 'Contact' page to let our Customer Service team know and they’ll be happy to help.
What delivery options do you offer?
We offer secure and express delivery options within the U.S., and international shipping on select products.
If you’re able to enter your address at checkout, we can ship to you.
For full details, visit our Shipping Information page.
What happens if I am not at home to accept my delivery?
Don't worry, if your order cannot fit through the letterbox or requires a signature then you should receive a calling card.
This card is from the courier and lets you know where your parcel is and how you can collect it.
How can I track my order?
Once your package has been shipped, we’ll send you a tracking code straight to your email. Use this code to follow your order's journey.
Please note, sometimes it may take an extra day or two for the carrier to update the tracking information. Make sure to visit the correct carrier website (USPS, FedEx, etc.) to see the latest updates.
If you’ve created an account with us, you can easily log in at my-account.soaporize.com to track your order and stay connected with your ritual, all in one place.
Will I pay customs?
In most cases, you will not be charged any customs fees. However any order placed for delivery outside of the U.S. could result in import duties and taxes (including VAT).
We recommend that you contact your local customs office for information as customs policies and practices vary widely from country to country.
How do I cancel my order?
We’re sorry to hear you want to cancel. If there’s anything we can do to help you keep your order, feel free to reach out to us via the 'Contact' page.
If you still wish to cancel, please get in touch with us within 1 hour of placing your order.
Orders are sent to our Fulfillment Team quickly to avoid delays, so once the preparation process begins, cancellations are no longer possible.
We’ll do our best to stop the order and will email you to confirm whether the cancellation was successful.
What is your returns policy?
Please refer to our returns policy page for more information.
If this doesn’t answer your question then our Customer Service team is on hand to help. You can contact them through the 'Contact' page.
My order has arrived damaged, what do I do?
We’re sorry to hear that and we’re here to help. At Soaporize, we take the quality of your experience seriously, including how your order arrives.
Please contact our Customer Service via the 'Contact' page, to provide the following information:
- Your order number
- Clear photos of the damaged item(s) and the shipping box
- A brief description of the issue
- The correct address for a replacement (if applicable)
Once we receive all the necessary details, we’ll review your case and Our Customer Service team will then be able to assist you and provide a suitable resolution.
When will I receive my refund?
Your refund should be returned to your account within 5 working days and we’ll send you an email to let you know it's on its way!
If you don't receive your refund and it's been 10 working days since you received our email, then you'll need to contact our Customer Service team through the 'Contact' page..
Products & care
Where are your products made?
All of our products are currently made in the USA in GMP-certified facilities that comply with FDA regulations. While the FDA does not “approve” personal care products or manufacturers, our production partners follow strict standards to ensure safety, quality, and proper labeling.
Depending on the shipping destination, we may also partner with trusted manufacturing facilities in other regions, such as the Baltic Region, to ensure faster delivery and continued compliance with local standards.
Are Soaporize products vegan?
Soaporize is committed to clean, conscious formulas that prioritize natural ingredients and responsible choices. While not all of our products carry official vegan certification, the vast majority are made without any animal-derived ingredients and are never tested on animals. We work closely with our U.S. manufacturing partners - all of whom are GMP-certified and FDA-compliant - to ensure transparency and trust in every formula.
Are your products suitable for men?
Absolutely. Soaporize products are made to work with all skin types and all bodies. Our formulas are designed to target body odor at its root, making them effective and suitable for anyone looking for a clean, skin-friendly solution.
Whether you're dealing with underarm odor, post-workout sweat, or simply want to feel fresher every day, our 3-step ritual is made for you.
Are your products suitable for kids?
We do not recommend using Soaporize products on children under 12 years old.
At that age, skin is still developing and generally does not require targeted odor-control or purifying routines.
Our formulas are designed for adult skin and include botanical actives that may be too concentrated for younger users.
If you're considering skincare for children, we recommend consulting a pediatrician before introducing new products.
How are Soaporize products tested?
At Soaporize, product safety, quality and skin compatibility are at the heart of everything we do.
Formulation Process
Each formula is carefully developed based on ingredient research, usage guidelines and concentration limits provided by our trusted suppliers. Multiple sample iterations are tested to ensure the best possible performance and sensorial experience.
Cruelty-Free Testing
We never test on animals - and we never will. Our products are tested on real people through voluntary user trials to assess both skin tolerance and user perception. These insights help us refine every formula to balance performance and gentleness.
Laboratory Testing
Once finalized, each product is tested in certified labs to evaluate its stability, physical and chemical properties, and microbiological safety. We also perform preservative efficacy testing to ensure long-term product integrity.
Batch Consistency
Every production batch undergoes strict quality control to ensure it matches the approved lab formula - from texture to performance to safety.
We're proud to manufacture our products in GMP-certified, FDA-compliant facilities in the USA, where every step follows industry best practices and regulatory standards.
How to store Soaporize natural & organic products?
Because our products are made with natural ingredients and minimal preservatives, we recommend storing them in a cool, dry place, away from direct sunlight and excess humidity.
For liquid or gel products, always close caps tightly and avoid getting water into the container.
For solid soaps, let them dry completely between uses - ideally on a draining soap dish - to prolong their life and keep them fresh.
Proper care helps preserve the quality, texture, and effectiveness of your products all the way to the last use.
Payment & promotions
Which products are excluded from offers and promotions?
Offers are available for a limited time only, whilst stocks last.
We are very sorry if your favourite product is missing from a promotion. Products included in promotions can vary depending on circumstance and not all products may be included. Our marketing communications will direct you to page with products included in the offer to help you.
Only one promotional code can be used at any one time.
It is rare that a promotional code will also apply alongside a product which has been discounted or has a free gift promotion.
Occasionally we may offer an additional “Extra Off” promotional code in addition to other offers. The products included in this promotion may vary, and not all products may be included. Our marketing communications will direct you to page with products included in the offer to help you.
Soaporize reserves the right to modify the product exclusions list during any stage of a promotion.
How can I pay for my order?
We offer a variety of online payment methods to ensure our customers can place orders with ease, including Visa, Mastercard, American Express, and PayPal. You can also use Apple Pay, Google Pay, or Shop Pay for a faster checkout experience.
You can select your preferred payment method at checkout. As we take fraud very seriously, you will face validation and authorisation by us and the card issuer.
We do this to ensure that our customers are safe while they shop. All transactions are secure and encrypted to ensure your information is protected.
I have a payment problem on my order. What should I do?
If you’re seeing a “Payment Problem” status on your order, it usually means we need you to double-check the payment details submitted. Just click on the order and you’ll find an option to resolve the issue.
Before re-entering your card details, please make sure your expiry date, billing address, and available funds are correct. These are the most common causes.
If everything looks good but the issue still isn’t resolved, don’t worry - just reach out to our Customer Support team via the “Contact” page. We’ll be happy to help get your order processed smoothly.
Why can I see a transaction pending in my PayPal account?
Once you place an order, the payment will show in your account as pending until we send the products to you.
The pending transaction is telling you that the payment is authorised to be taken.
Why can't I add a new payment card?
If you want to add new payment details then you'll need to do this at the checkout stage.
Your new card details will be saved once your order has been placed. This means that next time around you can order your favourite beauty brands with ease. You can manage your saved payment cards by clicking into 'Payment Cards' in your account.
Why is my promo code not working?
We're sorry to hear your promo code isn't working, you'll need to check that you're not trying to use more than one code per order and that your product isn't excluded.
If the promo code isn’t being affected by one of the issues above then please contact our Customer Service team via the 'Contact' page.
“Clean formulas that actually work. Perfect for anyone serious about skincare. I had an issue with my shipping address and soaporize support handled it quickly and with care. Grateful for both the products and the people behind them.”
Sofia R. - Los Angeles