At Soak And Relax, we’re committed to ensuring your premium bathroom shopping experience is seamless from delivery to installation. Below you’ll find all the details about our shipping options and straightforward return process.

Shipping Information

Order Processing

We process all orders within 1-2 business days of receiving your payment. You’ll receive a confirmation email with tracking information once your order ships.

Shipping Options

We offer two reliable shipping methods to meet your needs:

  • Standard Shipping: $12.95 via DHL or FedEx (10-15 business days delivery after shipping)
  • Free Shipping: Available on orders over $50 via EMS (15-25 business days delivery after shipping)

Please Note: Delivery times are estimates and may vary depending on your location and customs processing. We currently ship worldwide except to certain remote areas and parts of Asia.

Returns & Exchanges

We stand behind the quality of our premium bathroom products. If you’re not completely satisfied, you may return or exchange eligible items within 15 days of delivery.

Eligibility Requirements

To qualify for a return or exchange:

  • Item must be in original, unused condition with all tags and packaging
  • Request must be made within 15 days of delivery
  • Proof of purchase (order number or receipt) must be provided

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

  • Opened or used shower accessories (including shower heads with removed protective seals)
  • Custom-order bathtubs or showers made to specific measurements
  • Any installed bathroom fixtures (faucets, showers, etc.)

Return Process

Follow these simple steps to return or exchange an item:

Step 1: Initiate Your Request

Email our customer service team at [email protected] with:

  • Subject: Return/Exchange Request – Order #[Your Order Number]
  • Body: Include product name(s), reason for return, preferred resolution (refund/exchange), and your shipping address

Step 2: Receive Return Authorization

Within 2 business days, we’ll email you:

  • Return authorization number (RA#)
  • Return shipping instructions
  • Our return address: 4952 Pinchelone Street, Virginia Beach, US 23455

Step 3: Package and Ship Your Return

Please ensure you:

  • Repackage items securely in original packaging with all accessories
  • Write the RA# clearly on the outside of the package
  • Ship using a trackable method (we recommend DHL or FedEx)

Step 4: Processing Your Return

We’ll inspect your return within 3-5 business days of receipt and notify you via email about your refund or exchange status.

Refund Information

Once approved:

  • Method: Refunded to original payment (Visa, MasterCard, JCB, or PayPal)
  • Timing:
    • Credit cards: 5-10 business days
    • PayPal: 3-5 business days
  • Deductions: Original shipping fees are non-refundable

Exchange Process

For exchanges:

  • Follow the standard return process
  • Specify replacement product in your email
  • We’ll cover standard shipping for the replacement item
  • You’ll receive tracking information once shipped

Damaged or Defective Items

If you receive a damaged/defective product:

  • Contact us within 48 hours of delivery
  • Include photos of the damage/defect and packaging
  • We’ll arrange a replacement at no additional cost

Important Notes:

  • Keep your return tracking number until the process is complete
  • Return shipping costs are the customer’s responsibility unless due to our error
  • International returns may be subject to non-refundable customs fees

For any questions about our Shipping & Returns policy, please contact our customer service team at [email protected]. We’re here to help you create your perfect bathroom sanctuary!