Customer Support
We’re here to help make your experience with Soulhearth Retreats as smooth and nourishing as possible. If you have questions about bookings, upcoming retreats, or our offerings, please reach out - we’re happy to help.
1
How do I book a retreat?
You can book directly through our website. Simply go to the retreat page, select your date, and follow the prompts.
2
What is your cancellation and refund policy?
Please refer to our full Terms & Conditions page. In summary:
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80% refund for cancellations made more than 4 weeks before the retreat.
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Credit offered (with a medical certificate) for cancellations within 4 weeks.
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No refunds for non-attendance or late cancellations without a certificate.
3
Can I transfer my booking to someone else?
Transfers may be possible - please email us at least 7 days prior to the retreat to discuss.
4
Will I receive event information before the retreat?
Yes, we’ll send out full event details, what to bring, and arrival info 1–2 weeks before your retreat.
5
Are dietary requirements catered for?
Absolutely! We cater to most common dietary needs — please note your preferences when booking.
6
Returns & Refunds (Physical Products)
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Change of Mind: We accept returns within 14 days of delivery for unused, unopened items in their original packaging.
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To request a return, please email us at hello@soulhearthretreats.com.au with your order number and reason for return.
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Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect.
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Once we receive the item in its original condition, we will issue a refund (minus original shipping costs) or store credit.
Non-Returnable Items -
Used, opened, or personalised items
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Sale or clearance items
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Gift cards
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Digital content
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​Refunds are processed within 5–7 business days of receiving your returned item. Depending on your bank, it may take a little longer for the refund to appear in your account.
7
Shipping
Processing Times
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All orders are processed within 2–4 business days (Monday–Friday, excluding public holidays).
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You’ll receive a confirmation email with tracking information once your order has been dispatched.
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Shipping Within Australia
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We ship Australia-wide via Australia Post or Sendle, depending on your location.
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Standard shipping typically takes 3–7 business days.
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Express shipping is available at checkout (delivery in 1–3 business days) for an additional cost.
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Shipping times may vary slightly depending on your location and seasonal postal delays.
8
Feedback & Complaints
At Soulhearth Retreats, your experience matters deeply to us. We’re committed to creating nurturing, respectful, and high-quality offerings and your feedback helps us grow and improve.
Whether you’ve joined a retreat, purchased a product, or interacted with our team, we’d love to hear from you. Your kind words help us keep doing what we do and your suggestions help us do it better.
Send your feedback to:
📧 hello@soulhearthretreats.com.au
Or use our contact form to get in touch directly.
Get in Touch
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