FAQ

Products
Shipping
Returns & Refunds
Payment & Billing

Products

A vegan hair removal cream made to remove unwanted hair gently while caring for your skin. Unlike traditional depilatory creams that focus only on speed, SOBHA prioritises comfort, hydration, and a skincare-like experience during and after hair removal.

Our cream works by breaking down hair structure at the skin’s surface, allowing hair to be removed easily without shaving or waxing. At the same time, the cream contains skin-calming ingredients to help maintain moisture and comfort during use.

SOBHA is formulated to be gentle and soothing, making it suitable for many people with sensitive skin.

However, everyone’s skin is different. We strongly recommend performing a patch test at least 24 hours before full application, even if you’ve used hair removal creams before.

No. SOBHA is produced without the harsh, overpowering odour commonly associated with hair removal creams. You may notice a mild scent during application, but it is intentionally subtle and more comfortable than traditional depilatories.

Yes. SOBHA is a vegan-certified product and cruelty-free.
We do not use animal-derived ingredients, and we do not test on animals.

SOBHA can be used on:

  • Legs
  • Arms
  • Underarms

 

⚠️ Do not use on the face, scalp, or intimate/genital areas unless explicitly stated on the packaging.

Yes. Our product is designed for all genders because hair removal should be accessible, comfortable, and stigma-free.
  1. Apply an even layer of cream to clean, dry skin—fully covering the hair.
  2. Leave on for 7–10 minutes (do not exceed the recommended time).
  3. Test a small area first. If hair removes easily, gently wipe away with a spatula, a tissue, or a damp cloth.
  4. Rinse thoroughly with lukewarm water.
  5. Pat skin dry. Do not rub.

Most users find effective results between 7–10 minutes.

You should not experience burning. A mild tingling sensation can be normal for some users.
If you experience:

  • Strong stinging
  • Burning
  • Redness that worsens

 

Remove the cream immediately and rinse thoroughly.

Light exfoliation 48 hours before use can help achieve smoother results, but avoid exfoliating immediately before or after hair removal.

Shipping

At the moment, SOBHA ships within Indonesia only.

We are working towards international shipping in the future, but currently we are unable to ship orders outside Indonesia.

Shipping costs are calculated at checkout based on:

  • Your delivery location
  • Courier service selected

Any applicable promotions or free shipping offers will be automatically applied at checkout.

Orders are typically processed within 1–2 business days after payment confirmation. Once shipped, you will receive a tracking number via email or WhatsApp so you can follow your delivery. Delivery time may vary depending on your location and the courier service.
We partner with trusted local courier services across Indonesia. Available options will be shown at checkout based on your address.

Yes, as long as your order has not been shipped yet.

Please contact our customer support team as soon as possible with your order number. Once an order has been dispatched, we are unable to make changes to the shipping address.

Order cancellations are possible only before your order is shipped. If your order has already been dispatched, it cannot be cancelled. Please contact our customer support team immediately if you need assistance.

If your package experiences delays or delivery issues, please reach out to us with your tracking number. We will help coordinate with the courier to resolve the issue as quickly as possible.

Contact us at hello@sobha-skin.com

Returns & Refunds

Due to the hygienic nature of cosmetic products, we do not accept returns or exchanges for opened or used items. Returns or exchanges are only accepted if:

  • You receive the wrong product, or
  • You receive a damaged or defective product

All requests must be reported within 48 hours of receiving your order.

No. We can only process returns for orders placed on www.sobha-skin.com.
If you purchased SOBHA products from a third-party retailer or marketplace, please contact that retailer directly and follow their return policy.

Unfortunately, we do not accept returns or refunds for:
  • Change of mind
  • Incorrect expectations
  • Sensitivity or reaction after use
This policy is in place to ensure product safety and hygiene for all customers.
If your order qualifies for a return or exchange, please contact our customer support team within 48 hours of delivery and provide:
  • Your order number
  • Clear photos or videos of the issue
  • A brief explanation of the problem
Our team will review your request and guide you through the next steps.
We’re very sorry if this happens. Please contact us within 48 hours of receiving your order with:
  • Your order number
  • Clear photos of the product received
Once verified, we will arrange a replacement or refund at no additional cost.
If your product arrives damaged, please:
  1. Take clear photos or videos of the damaged item and packaging
  2. Contact our customer support team within 48 hours of delivery
After verification, we will arrange a replacement or refund depending on the situation.
In some cases, we may request the product to be returned. In others, we may proceed without a return.
Our team will inform you of the next steps after reviewing your case.
Once your refund is approved:
  • Refunds are typically processed within 14 business days
  • The time for funds to appear in your account depends on your bank or payment provider
Approved refunds will cover:
  • The product price
  • Shipping costs (if the issue was due to our error)
Refunds do not cover:
  • Bank fees
  • Currency conversion fees (if applicable)
If you paid using a foreign card:
  • Refunds will be processed in the original transaction currency
  • Any currency conversion differences or bank fees are handled by your card issuer
Skin reactions can vary from person to person.
We strongly recommend performing a patch test before full use.
Unfortunately, we cannot offer refunds for skin reactions, as this falls outside product defect criteria.
You can reach us via:
  • WhatsApp
  • Email at hello@sobha-skin.com
Please include your order number for faster assistance.

Payment & Billing

Your card will be charged immediately at checkout once your order is successfully placed and payment is confirmed.
If your payment is unsuccessful or declined, your order will not be processed.
We accept:
  • Local Indonesian payment methods
  • International debit and credit cards
Yes. SOBHA accepts foreign-issued cards. If you use a non-Indonesian card, your payment will be automatically converted to your card’s local currency by your bank or payment provider.
Currency conversion fees (if any) are determined by your card issuer or bank, not by SOBHA.
We recommend checking with your bank for details regarding international transaction or conversion fees.
If you pay using a foreign card, the final amount shown on your bank statement may vary slightly due to:
  • Currency exchange rates
  • Bank or card issuer fees
This is normal for international transactions.
Yes. All payments are processed through secure, encrypted payment gateways. SOBHA does not store your card information.
If you have additional billing or payment questions, feel free to contact us via:
  • WhatsApp
  • Email at hello@sobha-skin.com
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