Shipping & Returns
A little happiness, packed with care. Here’s what to expect when you order from Water Lily—and how to reach us if something isn’t quite right.
Getting your order ready
We pack every order with care and hand it to our shipping carrier within three business days after your order is confirmed and payment is received.
Business days are Monday through Friday, excluding postal holidays. We begin counting on the next business day after your order is confirmed. For example, an order confirmed on Friday will normally ship by Wednesday, unless a holiday falls during that time.
This is our time to prepare and ship your order. Delivery time begins after the carrier receives your package.
If we’re unable to ship within three business days, we’ll email you with an updated shipping date and the option to wait or cancel for a full refund.
Where we ship
We currently ship to U.S. addresses supported at checkout. International shipping is not available.
All online orders are shipped. We do not offer local delivery or pickup, including for customers who live nearby.
Shipping costs
- Orders under $35: $7.95 Standard Shipping.
- Orders of $35 or more: Free Standard Shipping.
The free-shipping threshold is based on your merchandise subtotal after discounts, before tax and shipping.
Every order receives careful packing and tracked shipping to help your Water Lily favorites reach you safely, ready to enjoy. Orders with free shipping receive the same care as every other order.
Following your package
You’ll receive a shipping confirmation with tracking information when your order is prepared for shipment. Tracking may take a little time to update after the carrier receives the package.
Carrier delivery dates are estimates rather than guarantees. Weather, holidays, and other carrier delays can affect arrival times.
Please check your shipping address carefully before placing your order. If you notice a mistake, email info@waterlilysoap.com as soon as possible. We’ll help update it if the order hasn’t shipped yet.
If your package seems delayed or tracking says it arrived but you haven’t received it, please reach out so we can help look into it.
Returns & exchanges
Because soap is a personal-care product, we do not accept physical returns or offer routine exchanges, including for a different scent, color, or design.
Please review each product’s description and ingredients before ordering. If you have a question, we’re happy to help you choose.
Something isn’t right? Let’s talk.
We want you to feel good about your Water Lily order. If something arrives damaged, an item is missing or incorrect, or you’re unhappy with your purchase, please email info@waterlilysoap.com.
A little extra care in warm weather
Soap can be sensitive to heat. Shipping to hot or humid climates, especially with prolonged exposure to high temperatures during transit, may cause softening or small changes in shape. Delicate details, such as ears or other small features on shaped soaps, may arrive slightly bent or softened despite careful packing.
When possible, bring your package indoors soon after delivery and let the soaps cool at room temperature before handling.
Minor changes in appearance can happen, but we still want to hear from you if you’re concerned. If your soap arrives significantly misshapen, damaged, or different from what you expected, please send us a photo so we can see what happened and help.
When you contact us, include:
- Your order number.
- A brief description of what happened.
- Clear photos of the affected soap and its packaging, including any softened, bent, or deformed details.
For damaged, missing, or incorrect items, please contact us within seven days of delivery whenever possible so we can look into the issue promptly. Please keep the product and packaging while we review what happened. If you’re unable to provide photos, reach out anyway.
There’s no need to mail your soap back. We’ll review the situation with you and work toward an appropriate resolution, which may include a replacement or refund. Contacting us does not guarantee a refund or replacement for a change of preference.
Nothing in this policy limits any rights or remedies available to you under applicable law.
Thank you for supporting Lily and being part of the Water Lily story. We’re glad you’re here.