FAQ
PRODUCTS
Where are your products made?
All of our products are made in Korea.
What is the shelf life?
36 months unopened, and 12 months after opening. Store in a cool place away from direct sunlight.
Where can I find the full ingredient list?
On each product page and on the product packaging.
My Scent Milk looks separated. Is something wrong?
No. Scent Milk is an alcohol-free, skincare-based formula, so the fragrance components may appear temporarily separated when you first receive it or after it has been sitting for a while. A gentle shake brings it back together — simply shake well before each use.
ORDERS & SHIPPING
Do you ship internationally?
Yes. We ship to over 40 countries worldwide, and most addresses can be delivered to without any issue. Some remote areas and certain postal codes cannot be served by our shipping partner — in that case, your order will be cancelled and refunded in full. Please see our Shipping Policy for details.
How much is shipping?
Shipping is free on all orders over $50. Orders under $50 ship for a flat rate of $9.95, regardless of destination.
Do I have to pay duties or taxes on delivery?
No. All duties and import taxes are included in your order, no matter where you order from. You will never be asked to pay anything extra at delivery.
When will my order arrive?
Orders are processed within 2–5 business days and typically arrive within 1–2 weeks after shipping, depending on your location. Shipping times exclude customs delays. Estimated delivery times by region are listed in our Shipping Policy.
How can I track my order?
You will receive an email with a tracking number once your order is shipped. Please allow 24–48 hours for the link to become active. If there is still no tracking information after 5 business days, please contact us.
Can I cancel my order or change my shipping address?
Cancellations and address changes are only possible before your order has shipped. Please contact us by email at hello@soakedhouse.com with your order number as soon as possible. Packages returned to us due to an incorrect address will be subject to a reshipping fee.
What currency will I be charged in?
All orders are charged in US dollars (USD).
RETURNS & CONTACT
Do you accept returns or exchanges?
Due to the personal nature of our products, we are unable to accept returns or exchanges for change of mind for hygiene and safety reasons. If you received a wrong, damaged, or defective item, please see the question below. Consumers in the European Union have the right to withdraw within 14 days of delivery under the conditions described in our Refund Policy.
My order arrived damaged, defective, or I received the wrong item.
Please email us at hello@soakedhouse.com within 7 days of delivery with photos of the item, its packaging, and the shipping label (a short video helps in case of leakage or breakage). Please keep the original packaging until your claim is resolved — there is no need to ship anything back. Once confirmed, we will send you a replacement or issue a full refund.
When will I get my refund?
Once your refund is approved, it will be issued automatically to your original payment method. Please note that it may take additional time for your bank or credit card company to process and post the refund to your account.
What happens if something I ordered is out of stock?
If an item sells out after you've paid, we'll email you and issue a full refund to your original payment method.
How do I contact you?
Email us at hello@soakedhouse.com. We reply within 1–2 business days. For order-related questions, please include your order number so we can help faster.
