1. Overview

At Deluys, every product is handmade or carefully prepared with attention to detail and creativity. Because many of our products are handcrafted, slight variations in colour, texture, finish, and appearance may naturally occur.

We value customer satisfaction and will always do our best to assist with legitimate return, exchange, or damaged item concerns.

2. Returns Eligibility

Customers may request a return if:

• The item was received damaged or defective
• The incorrect product was delivered
• The item remains unused and in its original packaging
• The request is made within 7 days of delivery

3. Handmade Product Variations

Due to the handmade nature of many Deluys products:

• Colours, patterns, and finishes may vary slightly
• Soap appearance may differ from product photos
• Minor imperfections may occur as part of handcrafted production
• Natural ingredients may affect texture or colour over time

These natural variations are not considered defects.

4. Exchanges

Exchanges may be offered for:

• Damaged items
• Defective products
• Incorrect orders

Replacement items are subject to product availability.

If the original item is unavailable, Deluys may offer:

• A replacement of similar value
• Store credit
• A refund where applicable

5. Damaged or Incorrect Orders

If your order arrives damaged, defective, or incorrect, please notify us within 48 hours of receiving your parcel.

To assist with investigations and courier claims, customers may be required to provide:

• Order number
• Photographs of the damaged product
• Photographs of the packaging
• A description of the issue

Deluys reserves the right to assess claims before approving replacements or refunds.

6. Return Process

To request a return or exchange:

1. Contact Deluys with your order details
2. Provide supporting photos where applicable
3. Wait for return approval and instructions
4. Securely package the item for return shipping

Please do not send items back without prior approval.

7. Return Shipping Costs

Customers are generally responsible for return shipping costs unless:

• The incorrect item was sent
• The product arrived damaged
• The item is confirmed defective

We recommend using a tracked courier service for returns, as Deluys cannot be held responsible for lost return parcels.

8. Refunds

Once returned items are received and inspected, approved refunds will typically be processed within 3–7 business days.

Refunds may be issued through:

• The original payment method
• Store credit
• Alternative arrangements agreed upon with the customer

Original shipping fees are generally non-refundable unless the return is due to an error on our side.

9. Cancellations

Orders may only be cancelled before production, packaging, or shipping begins.

Custom, made-to-order, or personalised products may not be cancelled once production has started.

10. Late or Missing Refunds

If you have not received your refund within the expected timeframe:

• Please first contact your bank or payment provider
• Processing delays may occur depending on payment platforms
• If the issue continues, contact Deluys for assistance

11. Hygiene & Safety

For hygiene and safety reasons, certain bath & body products cannot be returned once opened or used.

Deluys reserves the right to refuse returns that do not comply with hygiene standards.

12. Contact Us