Support
Shipping & Returns
We ship within New Zealand only. Our goal is to get your ritual to you quickly, carefully, and with as little fuss as possible.
Delivery
Where we ship
sootheKA currently ships to all addresses within New Zealand, including rural delivery addresses. We do not ship internationally at this time.
Shipping rates
| Order value | Shipping cost |
|---|---|
| Under $85.00 NZD | $8.00 NZD (flat rate) |
| $85.00 NZD and over | Free |
All prices are GST-inclusive.
Dispatch times
Orders placed before 12:00 PM (NZST) on business days are typically dispatched the same day. Orders placed after 12:00 PM or on weekends and public holidays are dispatched the next business day.
Delivery estimate
Once dispatched, please allow 3–7 business days for delivery. Rural delivery addresses may take an additional 1–2 business days.
You will receive a dispatch confirmation email once your order is on its way. Tracking information will be included where available.
Delivery address
Please ensure your delivery address is correct at checkout. sootheKA cannot be held responsible for orders delivered to an incorrect address provided at the time of purchase.
Returns & Exchanges
Our returns policy
We want you to love your sootheKA products. If you are not completely satisfied with your purchase, we will do our best to make it right.
You may return unopened, unused products in their original packaging within 14 days of the delivery date for a full refund of the product price (excluding shipping).
Opened products
Due to the nature of skincare products, we are unable to accept returns on opened or used items unless the product is faulty, damaged, or incorrectly supplied. If you have received a damaged or incorrect item, please contact us within 7 days of delivery.
How to return
- Email us at hello@sootheka.com with your order number and reason for return. We will respond within 2 business days.
- Once your return is approved, we will provide return shipping instructions.
- Pack the item securely and include your order number inside the parcel.
- Once we receive and inspect the returned item, your refund will be processed within 5–7 business days to your original payment method.
Return shipping costs
Return shipping is at the customer's expense unless the return is due to a fault, damage, or an error on our part, in which case we will cover the return shipping cost.
Exchanges
We do not process direct exchanges. If you would like a different product, please return the original item for a refund and place a new order.
Faulty or damaged items
If your order arrives damaged or there is a fault with a product, please email us at hello@sootheka.com with photos of the damage within 7 days of receipt. We will arrange a replacement or full refund at no cost to you.
Order Cancellations
If you need to cancel an order, please contact us as soon as possible at hello@sootheka.com. We will do our best to cancel the order before dispatch, but cannot guarantee cancellation once an order has been picked and packed.
Contact Us
For any questions about your delivery or a return, please reach out to our team:
Email: hello@sootheka.com
Response time: Within 2 business days