Refund policy
We want you to love what you ordered. Because our products are handmade personal-care items, a few common-sense rules keep everyone safe.
The short version
For health and hygiene reasons, we can't accept returns on opened or used products — like most handmade soap and skincare makers, we can't safely restock or resell personal-care items once they've left our hands. But if something's wrong with your order, we'll absolutely take care of you.
If your order arrives damaged, defective, or incorrect
This is on us. Email susan@divamountain.com within 7 days of delivery with your order number and a quick photo, and we'll send a replacement, store credit, or refund — your choice. No need to send anything back.
Unopened, unused items
If an unopened, unused item just isn't right for you, contact us within 14 days of delivery and we'll arrange a return for a refund. Return shipping is the customer's responsibility unless the return is due to our error. Refunds go to your original payment method within 5–7 business days of us receiving and approving the item.
What can't be returned
- Opened or used products (hygiene)
- Final-sale or clearance items
- Custom or personalized orders
- Gift cards
Not sure a scent is for you?
If you're unsure about a scent before ordering, email us — we're happy to help you find your favorite.
How to start a return or report a problem
Email susan@divamountain.com with your order number and, if it's a damage claim, a photo. We usually reply within 1–2 business days.
This policy applies to online orders. Purchases made in person at craft shows are handled at the point of sale.