Ordering & Order Policy
Our website caters to both individual buyers (retail) and business buyers (wholesale). If you are not logged in the site will display retail prices. If you want to buy wholesale you need to login with your wholesale user account to see the wholesale prices.
My Account & order status →
Types of account are described on the account registration page. Multiple billing and delivery addresses can be saved in a single user account. The order status is visible on the My Account page (login required). Order statuses are marked as either 1) In process (being reviewed/ processed/ edited), 2) Ready/Sent (your order is ready to send or has been sent out), or 3) Complete (payment received). To see our comments about an order, click on "View Order" and scroll down below the order summary. You can also print invoices/orders from the My Account area. There is also a “reorder” function on the My Account page, this will add everything from a previous order into the shopping cart.
Order process →
Add products to the shopping cart. Please note a minimum order value is required for wholesale orders. When you are ready to submit the order, click on the button “Proceed to Checkout”. Select the billing and delivery addresses from your account address book - or create a new address if required. N.B. Delivery price may be added after you place the order - see Delivery (below) for more details. Our checkout page offers the payment options “Invoice” and "Credit Card" (see below for more details). After you submit your order an email confirmation is sent to you (if you do not receive an email within a few minutes after ordering please contact us). We will review your order within 24 hours and contact you regarding delivery options &/or product availability.
The option "Delivery (to be agreed)" is not free delivery -we will discuss delivery with you and edit your order accordingly - various options are described below. Damage/Loss: We do not accept responsibility for any damage or loss during delivery. If you have not received an order within 7 (Estonia) or 28 (other countries) business days*, please contact us and we will do our best to assist you. *Business days include Mon-Fri (excluding national holidays).
Parcel terminals - NB. Please provide your mobile tel nr.
1) Estonia/Finland: SmartPost - Size S: 3 € (Estonia), 11 € (Finland). Size M: 3.99 € (Estonia), 13 € (Finland).
2) Latvia/Lithuania: Omniva Parcel Terminal - Size S: 6.99 € (Latvia), 7.99 € (Lithuania). Size M: 7.99 € (Latvia), 8.99 € (Lithuania).
Omniva Parcel - average 5.59 € (Estonia).
To business addresses within Estonia: Kuller (ELS).
International deliveries - we send all over the world, for a delivery quote before ordering please contact us.
0 - 2 kg, Omniva international registered maxi-letter - 5.50 - 16.80 € (Europe) | 6.20 - 21.60 € (rest of world).
2 - 20 kg, Omniva Standard Parcel - price varies widely by country.
Invoice, Pay-time & Payment →
Payment prior to dispatch. If we have finalized your order confirmation (i.e. if we have emailed you to confirm items are available & if the proper delivery cost is included in your order confirmation email) then please go ahead and pay - please include the order number in the payment details.
1. If your order requires changes we will edit your order - a new order will be created and the original cancelled. At time of dispatch, we create the invoice and email it to you (you can also find it in your account when you login). If you are a regular customer the invoice pay time is 28 days from the order date. N.B. Prepayment is required for special orders of bulk ingredients or custom soaps.
2. If you are a first-time buyer - we require payment prior to dispatch (after we confirm items are available and delivery cost is included). In this case the invoice is created after payment is received, so you will need to reference the order number when paying.
3. If you are an export buyer located outside Estonia payment terms are by agreement.
Payment methods →
Bank transfer: our bank account details are on the order confirmation and invoice. Credit card: we accept Visa and Mastercard. We do not process a card payment at the moment of ordering but after delivery is finalized. PayPal: notify us that you want to pay by PP and we will issue a money request. A regular business customer can apply for a pay-time agreement. In all cases, the goods remain our property until they have been paid for.
Prices & VAT →
Product prices are shown in euros. EU-based customers (outside of Estonia) who provide valid VAT registration number in their account details will have 0% VAT applied to their orders. All customers in Estonia and EU-based customers who are without VAT registration number will have 20% VAT added to their order. And customers outside of the EU will have 0% VAT applied.
All items are subject to availability. Although every effort is made to keep the website up to date, the information appearing at a particular time may not always reflect the stock exactly at the moment you place an order. Please be aware that some item(s) may not be available for purchase. Therefore, occasionally, goods ordered may be sent to you in installments. We may be unable to process your order if the product you ordered is out of stock (or discontinued) or if payment is not received.
Cancellation, Returns →
To return an order or to cancel an order, you must first notify us by email or telephone. For your convenience we provide a returns form here. We offer exchanges for goods that are damaged or faulty upon receipt, or if the goods you have received are not the goods you originally ordered. The address for returns is: GoodKaarma OÜ, Kuke küla, Lääne-Saare vald, Saaremaa 93734, Estonia. Alternatively we will arrange to collect the goods from you at our own cost. If you want a refund for cancelled, damaged, faulty or incorrect orders we will refund the full purchase price and the cost of the original delivery to you. When exchanging damaged or incorrect orders we will pay delivery cost of replacement items. Please note: the buyer is responsible for the cost of returning goods. You have the right to cancel an order from the date it is placed until 14 days after the goods are received. If an order is cancelled, refunds are given (within 14 days after receiving the returned goods) for goods that are returned in original condition. Special orders for custom-made products must be cancelled before we start production (or any costs incurred will be billed to the client).