Returns and Exchanges
Our fans love our products… we know you will, too!
If you're eager to give us a try but still on the fence — go ahead and order it! We're so sure you'll love it that we're willing to refund or exchange your purchase within the timeframes outlined below. We proudly stand behind our products and are committed to making your experience easy and stress-free.
How to Return or Exchange an Online or Phone Order
Ordering from the couch is easy, so we made the return process just as easy! Please reach out to our Customer Service Team at info@naplessoap.com with your order number and let us know which item(s) you'd like to return or exchange and why. We can only get better if we know what didn't work for you!
Within 3 business days, we'll email you a prepaid USPS return label. Please mail your return within 21 days of receiving that label. If the label expires, your return authorization expires with it — we are unable to issue a new label or accept the return after that point.
Simply place the label on your package and drop it in any mailbox. Once your return is received and inspected by our Customer Service team, your exchange or refund will be processed. For exchanges, your new item will ship after the original has been received and verified — we'll keep you in the loop!
If you're near one of our store locations, you're welcome to bring the product in with your online order confirmation as proof of purchase. Find a store here.
Please note: our Wholesale partners and authorized retailers who carry Naples Soap Company products are independent businesses and are not able to accept returns or issue refunds on our behalf. If you purchased through a third-party retailer — including Amazon or any authorized wholesale account — please contact that retailer directly for assistance. Because we are unable to access or verify transactions made outside of our own sales channels, we are unable to process those returns or refunds.
How to Return or Exchange an In-Store Purchase
We love having guests back! Please bring your receipt if you have it. If you've joined our Points & Perks program, we can look up your purchase — no receipt needed. A government-issued ID may be requested for returns and exchanges. Naples Soap Company does not sell or share any information obtained through this process.
Return & Exchange Timeframes
| Situation | Timeframe | Details |
|---|---|---|
| Unused / unopened product | 60 days from purchase | Full refund of product purchase price |
| Used product | 30 days from purchase | Refund of product purchase price; return should include all unused portions |
| Damaged, missing, or incorrect items | 21 days from delivery date | Email info@naplessoap.com with photos and your order number |
| Prepaid return label | 21 days from label receipt | Label and return authorization both expire after 21 days; no extensions or new labels will be issued |
Because our products are made with gentle preservatives, they have a shorter shelf life than products made with synthetic chemicals. These timeframes help ensure we can properly evaluate every return.
Damaged, Missing, or Incorrect Orders
Please report any damaged, missing, or incorrect items to Customer Service within 21 days of your delivery date by emailing info@naplessoap.com. Include your order number and photos describing the issue and we'll gladly make it right.
Returned Product Condition
Please pack your return carefully! Products should be securely wrapped to prevent leakage or damage in transit. Items that arrive in unsalable condition — including products that have leaked, broken, or been damaged due to inadequate packaging — may be subject to a prorated refund based on the condition received. Products returned completely empty, with no evidence of leakage or damage, are not eligible for a refund.
For health and safety reasons, we do not permit the resale of used, damaged, or expired products. All returned items are properly inspected and disposed of as needed.
Refunds
Once your return arrives at our warehouse in Fort Myers, please allow up to 7 business days for Customer Service to receive and process it. After that, accounting will issue your refund within 3 business days. Refunds are returned to the original payment method used on the transaction.
If you paid cash in store and returned items by mail, we will mail you a check. In-store returns without a receipt will be credited to a Naples Soap Company gift card based on the lowest selling price of the item in the prior 90 days.
Promotions & Coupons
All applicable promotions, free items, and coupons granted at the time of purchase will be prorated and applied to your refund amount. Any one-time use discount codes applied to the original transaction will not be reissued or reused.
Gift Cards
Gift cards are non-refundable; no exceptions. Gift cards can be used both in store and online, regardless of where they were purchased.
Gift Receipts & Gift Invoices
An exchange or merchandise credit will be issued for the purchase price shown on the gift receipt or gift invoice. Gift returns can only be made in store with proof of original purchase.
Shipping Costs
Shipping costs from your original order are non-refundable. Naples Soap Company covers the return or exchange shipping cost for one transaction per order using the prepaid label we provide. Additional return or exchange shipments, or returns sent using a different label or shipping method, are not covered and those costs are non-refundable.
Points & Perks
Points earned on returned items will be deducted from your account based on the refunded price of the product. No point adjustments are made for exchanges.
Our Right to Limit Returns
Naples Soap Company reserves the right to limit, decline, or refuse returns at our discretion if we have reason to believe our return policy is being misused. We appreciate our customers' understanding that this policy exists to protect the integrity of our products and the experience of all of our guests.
For questions or concerns, please contact Customer Service at info@naplessoap.com or 1-888-256-8265. Our warehouse is located at 14601 Jetport Loop, Suite 180, Fort Myers, FL 33913.
Updated April 27, 2026
