Terms & Conditions
Our brand and retail websites:
These domain names are trading facilities of The Soap Shop Ltd, all websites designed and managed by The Soap Shop Ltd.
In these terms and conditions any reference to “we”, “we’re”, “our”, “ourselves” or “us” refers to The Soap Shop Ltd and in using this website and/or ordering products from us, you are agreeing to abide by our terms and conditions as set out below.
For all correspondence; The Soap Shop Ltd, 960 Capability Green Business Park, Luton, Bedfordshire, LU1 3PE, United Kingdom.
1. Privacy & Marketing
1.1 Privacy & Cookies
We also securely maintain our own marketing database which is solely for our use and it is not sold on to any third parties nor is it used to promote any products/services outside of our direct portfolio. You can opt-in to our marketing at any time by e-mailing us on firstname.lastname@example.org , equally you may opt-out by e-mailing email@example.com .
We will automatically store your details for future marketing if you make an enquiry, register for an account or make a purchase with us.
2. Order Management
To place an order with us you are not required to register or create an account.
2.2 Order Timescales
We do make every product freshly to order, therefore our products take time to be made. We will always provide an order lead time estimate on our homepage and on your order confirmation. This is an estimate and whilst we use our best endeavors to meet or exceed this estimate on occasions we may not meet this lead-time.
To place an order you must complete your transaction through our secure payment facilities managed by Paypal or SagePay and that your orders are made by the credit or debit card holder and sent to the address registered with the holder.
2.4 Order Confirmation
Once your order has been accepted and processed you will receive an e-mail within 12 hours, this confirmation contains information about your order. We will update you once your order is prepared for dispatch.
2.5 Order Fulfilment
We are human and sometimes we do make genuine mistakes, this may result in an unsuccessful order or a failure to send emails on time. Whilst we cannot be held liable for this, we will do all we can to rectify any mistakes and will contact you immediately when we realise. All of our products are made in small batches to ensure ultimate freshness, therefore on occasion something you have ordered maybe unavailable, if this occurs do not worry as we will contact you and offer you an alternative product or a refund. Whilst we will always maintain the fragrance and ingredients of our products, now and again the colour or design may vary ever so slightly but this is the beauty of everything being handmade.
2.6 Telephone Orders
We are an online retailer only and as such all orders must be placed online. We’re always happy to help whether providing further product information or advice on skin-care, alternatively you can view our FAQ’s or e-mail us on with any questions.
2.7 Order Amendments
Due to certain system restrictions we are not able to make amendments to your order, therefore if you wish to change your order we request that you call us on +44 (0) 1582 967426 so we can arrange to cancel your order and create a new one.
3 Quoted Prices & VAT
All our prices as stated on our website are in pounds sterling (£), GBP (Great British Pounds) and you will be charged in pounds sterling.
We are VAT Registered and VAT at the prevailing UK rate, currently 20% since 4th January 2011 will be added to your order at the checkout.
4 Cancellations & Returns
All orders placed with us are legally binding, therefore if you do wish to cancel an order, please email us on firstname.lastname@example.org to inform us as soon as possible.
4.1.1 Cancellation Refunds
We reserve the right to impose a reasonable fee for the processing of any refund where a cancellation of an order is made, we will only do this where a charge to process a refund is past to us by our payment provider SagePay/Elavon Merchant Services.
For transparency these fees vary depending on the card you use to place your order;
Visa Debit – 1.18% of the full transaction value
Mastercard Debit – £0.58p unlimited value
Credit Card – 3.98%
We will inform you at the point you request a cancellation of the fee associated and allow you to make the decision as to whether you wish to continue with the refund or allow the order to be processed under our usual terms and conditions.
If you want to return your order or an item from it, your return must reach us within 14 days from the day after the day you received it. We will process your refund upon receipt of the returned item(s). Please note any item must be in unused condition in original packaging.
Once received, we will process your refund within 7 days of receiving your return and cancellation advice.
Please note that if you are returning the goods because you have changed your mind then please be aware we will not be able to refund the postage or the cost incurred for returning the goods.
If your order is received damaged we would ask that you contact us as soon as possible to arrange a refund, replacement or return. Once again we must stipulate that any returns must be sent to us within 7 days.
4.4 Missing Items
In certain circumstances we may dispatch orders with some items missing to either meet deadlines or because certain ingredients were unavailable, where this is the case we will either substitute items for a similar product or refund the missing items in full.
In cases where the wrong products have been received, please contact us we will work with you to resolve the matter.
5. Delivery Information
Our delivery charges include a minimum of one re-delivery attempt should you be unavailable to receive the goods on the first occasion. Subsequent to this we may be contacted by our carriers to discuss how we wish to handle further delivery attempts. Where this becomes a chargeable event we will contact you to discuss prior to incurring costs. Please note any agreed costs incurred will be charged to you, in addition to your original order charges. If you decide at this stage to refuse delivery then the order will be returned to us. A minimum surcharge for handling this return of 20% will be deducted from your refund.
6. Liability Confirmation
We shall not be held liable for any costs for the non delivery of orders or goods within a specified timescale, nor for the cost of the return of goods. Therefore, third party liability is not regarded under our liabilities, this includes associated personal costs, such as but not exclusively loss of earnings.
We reserve the right to update these conditions without prior notice.
We reserve the rights to change or update our product(s) at any time, this may be as simple as a small colour alteration or ingredient update through to an addition or removal of a single product or product line. As our products are handmade freshly to order, some slight variances in colour and design may occur through that process which are outside of our control.
We will endeavour to update our website to reflect changes and we will not be held liable for these changes.
7. Intellectual Property
7.1 Copyright & Trademarks
All Products, Pictorial Designs, Images, Website Text and Background Design are the express and exclusive property of The Soap Shop Ltd and all are protected by the relevant UK copyright and trademark laws.
The Soap Shop and The Vegan Soap Shop brand logos are protected by trademark.
Cruelty Free International and The Vegetarian Society have granted permission to The Soap Shop Ltd for the use of their copyright and trademarks.