FAQ
• I am not sure what to buy, can you give me advice?
We know it’s hard to decide between several products. Email us at opsmgr@carmel.woodhousespas.com and our green beauty experts will be happy to help you find what’s best for you!
• We try to include samples with every order - supply permitting. The more you spend, the more you get!
We do our best to include:
1 sample on orders under $50
2 samples on orders between $50 and $100
3 samples on orders above $100
Please note that samples are surprise gifts and can't be chosen. If you would like to sample specific products, check out our sample program.
• What forms of payment do you accept?
We accept any major debit/credit cards (Visa, MasterCard, American Express and Discover).
• Can I combine discount codes and promotions?
Discount codes cannot be combined with any other promotions and cannot be used in conjunction with Woodhouse Points or Gift Cards. Subject to change without notice. All sale items are final sale.
Shipping Policy
• Where is my order?
Once you've placed an online order, you'll receive a confirmation email where you can monitor its status. Orders are generally fulfilled within one to three business days after purchase. Expect a separate email with tracking information as soon as your package ships. (Once the carrier scans your package, the estimated delivery date will adjust accordingly.)
• Do you ship outside of the US?
We ship to the following countries:
Andorra, Australia*, Belgium, Canada, Denmark, Finland, France, Germany, Iceland, Ireland, Italy, Japan, Luxembourg, Monaco, Netherlands, New Zealand, Norway, Singapore, Sweden, Switzerland, Taiwan, United Arab Emirates, and the United Kingdom. All international orders have a flat rate fee of $49 USD and are shipped out on Mondays and Thursdays via DHL.
*excluding RMS Beauty in Australia
The shipping charge for international orders is $49 USD. Please note that the recipient is considered the importer and will be responsible for any import taxes, duties, and fees applied to the shipment once it reaches the destination country. The customs clearance procedures can delay packages when shipping overseas. To avoid any delivery delays, import charges can be paid in advance through the carrier's website using the tracking number provided with the shipping confirmation.
We are unable to control or predict import charges for international shipments. Customs policies vary widely from country to country. Please contact your local customs office for more information.
• Do you offer free shipping?
We offer free USPS shipping for all US orders above $100 (after discount, gift cards, and before taxes).
• What is the shipping rate for deliveries within the USA?
All orders under $100 have a flat rate fee of $8.30 (except Alaska and Hawaii)
• What is the shipping rate for Canada?
The shipping charge for Canada orders is $19.95*. Please note that the recipient is considered the importer and will be responsible for any import taxes, duties, and fees applied to the shipment once it reaches Canada. The customs clearance procedures can delay packages. To avoid any delivery delays, import charges can be paid in advance through the carrier's website using the tracking number provided with the shipping confirmation. ($39.99 for the Yukon, Northwest Territories, and Nunavut).
We are unable to control or predict import charges for international shipments. Customs policies vary widely from country to country. Please contact your local customs office for more information
• How fast are packages shipped?
Packages are shipped within 2 business days of order receipt using both USPS and UPS. Your package will arrive within 2-9 business days after it leaves our warehouse. Indiana orders are normally delivered within 2 business days, and 3 business days for East Coast orders.
• Can you ship to PO Box address?
We accept shipping to PO Box addresses via USPS ONLY. Not applicable to UPS orders.
• Damaged Shipments
When your order arrives, please inspect the carton for any damage that may have occurred during the shipping process. It is normal for the outer carton to show some wear and tear; however, if there is damage to the item(s) in your shipment, you can quickly process a return and The Woodhouse Day Spa, Carmel will email you a prepaid shipping label to return the item(s). You can email us at opsmgr@carmel.woodhousespas.com and our team will assist you. Please provide your order number when you call or email, and retain the shipping box, packaging materials and damaged items.
• There is an issue with my order, how can I contact customer service?
For customer service concerns, please email us at opsmgr@carmel.woodhousespas.com. We will do whatever we can to solve your problem quickly and efficiently. If this is regarding a return, please refer to our Return Policy and our Return Page.
Returns
• Can I return my purchase?
We accept returns within 30 days from the shipping date or in-store purchase. In-store returns require a receipt. Unused and unopened items can be returned for a full refund - including taxes. Used or opened products can be returned for store credit. Please note that it can take up to 30 days for a return to be processed and the refund/store credit to be issued upon receipt by our returns department.
• I have opened the product or used it once, can I return it?
Most used or opened items can be returned for a store credit in the full amount paid for the item - including taxes.
*All fragrance/perfumes are FINAL SALE.
*For sanitary reasons the following products are FINAL SALE: ALL face and body tools, including- cleansing sponges, makeup sponges, makeup brushes, mask brushes, menstrual cups, face cloths, gua sha tools, dry brushes, face rollers, toothbrushes, water bottles, pill cases, and towels.
• If I have to return an online purchase, do I have to pay for shipping cost?
Yes. The Woodhouse will ONLY pay for a return's shipping costs if a product arrived damaged or if we sent you the wrong product. Otherwise, the customer is responsible for the shipping costs. We recommend getting a tracking code for your return so you can follow its arrival back to us. Once a return is submitted, our team will update its status for each different stage. This information will be available to you whenever you check on your return.
• Are there any exclusions to products I can return?
We DO NOT accept returns for: Sale items, the sample program, food items (teas, etc.) supplements, essential oils, jewelry and VitaJuwel.
We ACCEPT returns for: Skincare and Makeup.
Home & Kitchen Items: We only accept returns for unused, unopened home items within 30 days of purchase. Once the item arrives here, we'll inspect it and issue you a full refund + taxes.
For sanitary reasons, the following products are FINAL SALE: ALL face and body tools, including- cleansing sponges, makeup sponges, makeup brushes, mask brushes, gua sha tools, dry brushes, face rollers, water bottles, and towels. All Fragrance/ perfume is FINAL SALE.