At Soothe and Shine, your trust and satisfaction are at the heart of everything we do. While we strive to provide exceptional products and experiences, we understand that concerns may occasionally arise. This policy explains how you can raise a complaint about our brand, products, services, or staff, and how we will work with you to resolve it with fairness, care, and transparency.
A complaint is any expression of dissatisfaction related to our products, services, team members, or the way a previous concern was managed, where you expect — either implicitly or explicitly — a response or resolution.
You can contact us directly through our website: https://sootheandshine.com/pages/contact
When sharing your complaint, please include:
Your name.
Your preferred way of communication.
Whether you require any special assistance.
The outcome you are hoping to achieve.
If you would like assistance in raising or managing a complaint, you may appoint a trusted representative (such as a family member or friend) to act on your behalf. With your permission, we will liaise with them directly.
Acknowledgement
We will acknowledge receipt of your complaint promptly — always within 48 hours. Unless otherwise requested, we will respond using the same communication channel you used to reach us.
Investigation
If we are unable to resolve the matter immediately, we will carefully review your concerns and may request additional information from you to ensure a thorough understanding.
Resolution
We aim to provide a resolution within 30 days. Should your complaint be particularly complex, or if delays arise due to circumstances outside our control, we will inform you and explain the reasons for any delay. If your complaint cannot be upheld, our response will clearly explain our findings, address the issues you raised, and provide the reasoning behind our decision in sufficient detail.
Updates
You are welcome to request updates on the status of your complaint at any time by contacting us directly.
Depending on the nature of the complaint, outcomes may include:
A sincere apology.
A clear explanation of the circumstances.
A refund or adjustment to your order.
Amendments to relevant policies or practices.
Ending actions that may have caused you inconvenience or concern.
At Soothe and Shine, we handle every complaint with respect, confidentiality, and integrity. We ask that our team members are also treated with courtesy as we work together toward a fair resolution.
Last updated: 4 October 2025
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