FAQs

Got questions? We’ve got answers.

What are your shipping rates?

To see the shipping rates for your area of the world, head over to the Delivery Information page. The link is on the footer.
Where is your main office?

Our secret head quarters is in London, UK
Can I change the shipping address?

If you've made a mistake on your shipping address, please contact us as soon as you can.Include the email address and order number.

If your order has been shipped already, sorry, we can't do anything about it.
Do you ship to my country?

Sorry, we cannot ship to the countries listed below due to restrictions and regulations on delivering cosmetics to these countries.

Afghanistan, Brazil, Egypt, Greece, Indonesia, Iran, Israel, Italy, Kazakhstan, Malaysia, Mexico, Peru, Qatar, Russia, Serbia, Spain, Syria, Thailand, Turkey, Turkmenistan.
Why is shipping to the USA so expensive?

The USA have changed recently to charging the shipper to pay for the costs of shipping with the USPS.

We only charge as little as we can and in allot of cases, you end up paying less than the actual cost.
Why is my shipping box ugly?

We like to recycle stuff like boxes and packing peanuts.

We don't like to waste stuff and find it weird that when you get boxes, that you'd throw it away only to buy a new prettyone that the customer will throw away.... so we re-use as much as we can, It creates less waste and keeps prices lower.

If you'd like a pretty box, let us know in the comments.

What type of payment methods do you accept?

We accept major debit cards, credit cards and paypal
Can I get a full refund?

You are entitled to a refund on any products that are returned in new(unused) condition. For full details, please see our Returns & Refund policy.
What if I change my mind after I order?

You have 14 days to cancel any items ordered. Just let us know that you wish to return the item(s) within 7 days via email.
What is your return policy?

Check out the full policy here: www.darkheartslondon.co/return-refund

How can I contact Dark Hearts?

Email is the best way.

Info@darkheartslondon.com
I emailed you but didn't get a reply. What's up with that?

We do our best to get back to you as soon as we can, but we are human and it make take a bit of time. We try to reply to all emails within 48 hours.
Can I meet with someone at Dark Hearts about selling on your site?

Hell yeah! Email us at info@darkheartslondon.com and we can arrange a meeting.
How can I complain?

We want to make sure you're totally happy with your purchase. If you're not, tell us all about it. Email us at info@darkheartslondon.com

Why does my handmade soap look wet?

Don't worry, this totally normal. It's called glycerine dew and it's caused by humidity. The glycerine draws moisture out of the air and results in the bar looking like it powdery or even wet.
If I want to order for someone as a gift, can you personalise it?

Hell yeah! We love gifts!

Just let us know in the comments when you order, or email us at info@darkheartslondon.com to tell us what to write.
Do you have subscription boxes?

Not yet, but this is something we're working on for the future.

Send us your questions below and we'll get back to you ASAP.

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