Ritual Guidance & Support
Sotruu Ritual Guidance provides answers regarding our luxury botanical skincare collections, The Circular Vault membership, refill system, shipping policies, and order support.
Our mission is to preserve ritual beauty through intentional, sustainable design. Below you’ll find clarity on how our ritual system works.
The Circular Vault
What is The Circular Vault? The Circular Vault is Sotruu's collectible, serial-numbered ritual container designed to ship your skincare rituals within our sustainable membership system. It transforms packaging into preservation — supporting continuity, reuse, and elevated ritual care.
What if my Vault arrives damaged? Please contact Ritual Support within 7 days of delivery with your order number and photos. We will assess and provide a resolution promptly.
Is my Vault container unique? Yes. Each Circular Vault is individually serialized as part of our collectible ritual system.
Do I keep my Vault container? Members are encouraged to retain their Vault container for future ritual shipments. Certain membership tiers may include return-based refill options.
Products & Formulations
Are Sotruu products all-natural? Sotruu formulations prioritize high-quality botanical and clean ingredients aligned with our sustainable luxury philosophy.
Are your products suitable for sensitive skin? Our formulas are thoughtfully crafted; however, we recommend performing a patch test prior to full application.
How long will my rituals last? Most rituals are designed to last approximately 30–60 days depending on usage frequency.
Do you test on animals? Sotruu does not test finished products on animals.
Membership & Billing
Is The Circular Vault a subscription? The Circular Vault offers optional membership access for customers seeking preferred ritual pricing, refill continuity, and early collection access. Membership enhances the experience — it is not required for purchase.
When will I be charged? Membership charges occur automatically on your selected billing cycle date.
Can I cancel my membership? Yes. Memberships can be managed directly through your account portal. Cancellation terms depend on your selected plan structure.
Shipping & Delivery
Where do you ship? Sotruu currently ships within Canada. Expansion announcements will be shared through our Journal and email list.
How long does shipping take? Orders are processed within 2–4 business days. Delivery timelines vary by province. Western Canada orders typically arrive faster.
Will I receive tracking? Yes. Tracking information is emailed once your ritual shipment has been dispatched.
Returns & Exchanges
Do you accept returns? Due to hygiene standards, opened skincare products are not eligible for return. Unopened products may be eligible within 14 days of delivery.
What if I receive the wrong item? Please contact Ritual Support within 7 days of delivery and we will resolve the issue promptly.
How do I request a return? Contact customer support with: Order number Product photos (if damaged)
Order Support
I entered the wrong shipping address. What should I do? Contact Ritual Support immediately. Address changes cannot be guaranteed once order processing begins.
I have not received my order confirmation. Please check your spam folder. If confirmation is still missing, contact support with your full name and email address.
Support CTA
Still Need Assistance? For personalized support, please submit a Ritual Support request through our Contact page. Our team responds within 24–48 business hours.
Sotruu is a luxury natural skincare brand in Canada offering botanical skincare products, refill programs, and exclusive membership experiences through The Circular Vault.