(FAQs)

Frequently Asked Questions

🌿 About Our Products

Q: What brand do you carry?
A: We carry premium Korean skincare brands including Biodance. All products are 100% authentic and sourced directly from authorised distributors.

Q: Are your products suitable for sensitive skin?
A: Many of our products are formulated for sensitive skin — especially Biodance ranges. Please check the individual product description for skin type guidance before purchasing.

Q: Are the products cruelty-free?
A: Yes, all brands we stock are cruelty-free and not tested on animals.

Q: Are the products 100% authentic?
A: Absolutely. We only stock 100% genuine products sourced directly from the brands or authorised distributors.

🚚 Shipping & Delivery

Q: Where do you ship to?
A: We currently ship within the UK. For international shipping enquiries, please contact us at Support@softcareshop.com 

Q: How long does delivery take?
A: All delivery times are estimates. Please note that Softcareshop is not liable for shipping delays — risk of loss passes to the buyer once the order is transferred to the carrier.

Q: Are taxes and customs charges included in the price?
A: Prices shown may not include taxes, shipping, handling, customs, or import charges. Any applicable charges will be shown at checkout.

🔄 Returns & Refunds

Q: What is your return policy?
A: We have a 30-day return policy. Items must be in the same condition as received — unworn/unused, with tags, and in original packaging. To initiate a return, contact us at Support@softcareshop.com before sending anything back. Items sent without a prior return request will not be accepted.

Q: Where do I send my return?
A: Once your return is approved, we will provide a return shipping label and instructions. Returns are sent to: 22 Woodlands Street, Cheetham Hill, M8 9LL, United Kingdom.

Q: What items cannot be returned?
A: The following items are non-returnable: perishable goods, custom/personalised products, personal care goods (for hygiene reasons), hazardous materials, sale items, and gift cards.

Q: What if my order arrives damaged or incorrect?
A: Please inspect your order upon reception and contact us immediately if your item is defective, damaged, or incorrect. We will resolve it as quickly as possible.

Q: How do I exchange an item?
A: We do not process direct exchanges. Please return the item and make a separate purchase for the new item.

Q: How long does a refund take?
A: Once your return is received and inspected, we will notify you. If approved, the refund will be processed to your original payment method within 10 business days. If more than 15 business days have passed since approval, contact us at Support@softcareshop.com

Q: I am an EU customer — do I have additional rights?
A: Yes. EU customers have the right to cancel or return their order within 14 days for any reason under the European Union cooling-off period.

💳 Orders & Payments

Q: Can I cancel or change my order after placing it?
A: We process orders quickly. Cancellation requests may not be accommodated once an order has been accepted. Please contact us as soon as possible at Support@softcareshop.com

Q: Can prices change after I place my order?
A: Prices are subject to change without notice. However, once your order is accepted, the price at the time of purchase applies.

Q: Will I receive an order confirmation?
A: Yes, a confirmation email will be sent once your order is placed. Please check your spam/junk folder if you don’t see it.

🔒 Privacy & Data

Q: What personal information do you collect?
A: We collect contact details (name, address, phone, email), payment information, transaction history, device/usage information, and any communications you send us. Full details are in our Privacy Policy.

Q: Do you share my data with third parties?
A: We share data with Shopify (our platform provider), vendors, and business partners as necessary to provide our services. We do not sell your personal data. See our Privacy Policy for full details.

Q: What are my data rights?
A: You have the right to access, delete, correct, and port your personal data. UK/EEA residents have additional rights to object to processing and withdraw consent. Contact us at Support@softcareshop.com to exercise your rights.

📩 Contact Us

Q: How can I get in touch?
A: You can reach us through any of the following:

• 📧 Email: Support@softcareshop.com 
• 📞 Phone: +44 7828 395253
• 📍 Address: 22 Woodlands St, Cheetham Hill, M8 9LL, United Kingdom

We aim to respond to all enquiries within 1–2 business days.