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Please find the most popular queries our customers have regarding ordering and delivery of their products in the list below.
If your query is not answered on this page, please use the Contact Us link to forward your question. #
#Q. Response Times
A: We endeavor to respond to all emails within one working day of receipt.
Please allow slightly longer during seasonally busy times such as in the run up to Valentine and Christmas.
#Q: Refunds & Returns
What is your policy for refunds and returns?
A: If you place an order and wish to cancel, this can be done within twenty four hours of placing your order. Please use our 'contact me' page to notify us of the cancellation and ensure you include your order number. When your order has been set to Processing, this means that your order is being dealt with and can no longer be cancelled. You will receive an email updating you of your order status.
If payment was made via PayPal using a credit or debit card, the payment will be refunded through PayPal. If payment was made via PayPal using direct bank transfer or eCheque, the payment will be refunded as soon as the cleared funds are available for direct refund.
As the majority of our products are hand crafted when you order, they are exempt from the Distance Selling Regulations and we are generally unable to accept a return or offer a refund should you change your mind after the initial 24hr cool off period. We are available to answer any queries regarding our products in advance of an order being placed.
However, in the event of a hand made product being supplied which is not in fulfillment of the original order, a full refund including postage costs will be made.
Make it Yourself kits and ingredients will not generally be refunded or exchanged in any circumstances. None of these products can be received back into stock due to the fact we are no longer able to verify their quality once they have left our premises.
Fixed products which have not been manufactured to order can be returned within seven days of receipt for a full refund of the purchase price only.
Your statutory consumer rights are not affected. <top of page>
#Q: Privacy Policy
What is your privacy policy and how secure are my personal details?
A: The Soap Cellar is committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998).
We collect information such as your name, postal address, delivery address, email address and telephone number for two reasons: firstly, to process your order and secondly, to provide you with the best possible service.
We will not e-mail you in the future unless you have given us your consent and we will give you the chance to refuse any marketing email from us in the future.
You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly.
The Soap Cellar will never share your personal or identifying information with any third party unless required to do so by UK or European law.
We may, at a later date, use technology to track the patterns of behaviour of visitors to our site. This can include using a "cookie" which would be stored on your browser. You can usually modify your browser to prevent this happening. The information collected in this way can be used by any website utilising the use of cookies to identify you unless you modify your browser settings.
If you have any questions/comments about privacy, please feel free to contact us. Please remember that if you make a credit or debit card payment for your purchases securely via Paypal, your financial details are protected as your card details are never released to us. You may check your transaction history and Paypal's own Privacy Policy at any time by logging into your paypal account. <top of page>
#Q: Postage Costs
How do I know what the postage costs will be?
A: Our shopping cart will automatically calculate your postage costs dependent on the combined weight of your order.
Mainland UK customers will be charged at Royal Mail rates for packages less than 2kg in weight and at a flat rate of £7.99 for a courier delivery service for orders up to and including 20kg in weight*. The shopping cart will calculate additional costs for orders which fall into higher weight bands.
Northern Ireland and Offshore Island customers are very welcome and you may either utilise Royal Mail or add the courier surcharge to your shopping basket and take advantage of a courier service.
European customers are welcome but we ask that you please obtain a delivery cost from us in advance of placing your order to obtain a valid delivery quote. Our shopping basket will shortly be updated to accept European orders and the qualifying countries will be listed on our Delivery Information page.
*We reserve the right to charge additional postage costs for those orders which exceed our courier weight above or where the order requires more than one box to protect your order. <top of page>
#Q: Packaging Security & Insurance
How will you package my purchases and will they be insured?
A: Our products are well packaged in new postal boxes with plenty of padding to ensure they arrive with you safe and sound.
Parcels conveyed via Royal Mail will have insurance of £32.00 and those conveyed by courier will be insured for £50.00.
Should you require a higher level of insurance to adequately reflect the cost of your order, please add the relevant insurance surcharges to your shopping basket.
Please note that we will NOT be able to refund any package in excess of the valid insurance. <top of page>
#Q: Damaged in Transit
My parcel has arrived with me but it has been damaged in transit. What will you do about this?
A: If your order arrives and the contents are damaged, please be assured we will work to replace those products within the parcel insurance value.
Our packages are insured to set levels in transit and we will contact the carrier and log a claim for damage. You will need to retain the packaging and photograph the damange incase the carrier requires proof in order to expedite a claim.
Once the claim has been accepted by the carrier as having been damaged whilst in their care; we will immediately replace the relevant products or offer a refund. <top of page>
#Q: Missing Packages
What will happen if my parcel just doesn't arrive?
A: If your order is dispatched via Royal Mail it should be with you within two to five working days after it has been processed into the Royal Mail system.
If your order is dispatched via Courier it should be with you within three days after collection.
Should an order go missing in transit we will, of course, contact Royal Mail or the carrier to initially try and locate your parcel. If this is unsuccessful we shall file a claim for non delivery and replace your order to the value of the insurance. <top of page>
#Q: Placing an Order
I don't like computers very much and prefer the personal touch. Can I order by telephone?
A: Yes, of course you can. Please click on the button on the left of the page which says 'Contact TSC' and then complete the form with your contact details before clicking on the 'send' button.
Your enquiry will reach us and we will contact you by return.
If you are at work or have times which are inconvenient, please make a note in the comments section of the Contact Form and we will call at a time convenient to yourself.
If you are concerned about giving your card details over the internet and/or don't like using PayPal or Google Checkout, you have the option of choosing Pay Offline at checkout. You will receive a bar coded invoice that you can then pay at a local Post Office or PayPoint outlet.<top of page>
#Q: Sensitive Skin Types
I have customers with sensitive skin or young children. Would any of your products be suitable for them?
A: Yes!!
In fact, the majority of our products would be suitable for sensitive and young skin. All of our products are free from SLS and Parabens which minimises the potential for irritation.
For the ultra sensitive skin types, we offer a selection of our soaps fragrance free and we also have our organic range which is particularly gentle. <top of page>
#Q: Product Safety & Insurance
Are your products legal for me to sell or will I get into trouble with Trading Standards?
A: Yes, our products are totally legal and comply with all EU regulations within the cosmetics industry.
Buying bath and body products on the internet can be fraught with concerns about whether the products you are purchasing will possibly do any damage to your skin.
Businesses such as ourselves do not have a recognisable brand name and we appreciate that can make some customers wonder if our products are as good and as thoroughly tested as those available on the high street.
ALL of our bath and body products are independently assessed by a Cosmetic Laboratory to ensure that our recipes and finished products are manufactured safely and to the same level of legislation as applies to any other brand product you might see on the high street.
In addition, we are members of The Guild of Craft Soap & Toiletry Makers. The GCSTM are an organisation who's mission statement is: "To raise awareness of legislation relating to craft soap and toiletry making and to increase industry compliance."
We will supply a sample ingredient label for each product so you can then label under your own business name.
To completely comply with the legislation on retailing cosmetics, you will need to have the ingredients in each item clearly displayed on a product label or leaflet at the point of sale. Your ingredient details will need to have our post code included at the base as the manufacturer. You do not need to include any other identifying details about ourselves and can sell the products completely under your own label at a price you feel is suited to your customer base. <top of page>
#Q: Charities & Fundraisers
We are charity who want to buy products for a fundraising activity. Do you support charities?
A: We welcome enquiries from charitable organisations who might be fundraising
On receipt of a charity number and contact with the registered office we can provide a discount code to further help your cause.*
*Individuals who fund raise on behalf of a charitable organisation may still benefit from the discount code if the charity acknowledges their status as a known fund raiser. <top of page>
#Q: Payment Options
How can I pay for my order? I am a bit nervous about using my credit card over the internet.
A: We have a variety of payment options for our customers which are all free for you to use.
We accept PayPal and Google Checkout via the site. For those customers who prefer not to use their debit or credit card for internet purchases, we also have the Pay Offline option. When you choose this procedure, an email will be sent to you with a bar code that will enable you to pay for your order directly at any Post Office or Pay Zone outlet.
The Pay Offline choice is also suitable for those customers who would normally prefer to send cheques or postal orders through the post and saves on the postal time for the cheque or postal order to reach us and cheque clearance.
Further information on Pay Offline can be found on their website - Pay Offline
<top of page>
#Q: Delivery Notifications
How will I know when my order has been dispatched and when it is likely to arrive?
A: When you go through the checkout process or set up your account you will be asked for an email address and telephone number.
We have a ten working day lead time for our orders (fifteen working days for Artisan Soap) with the majority being dispatched in a shorter period of time. Upon your parcel being readied for delivery you will be automatically sent an email to let you know it has been collected. To keep your costs to a minimum our delivery schedule is one to three days after collection. The majority of our deliveries will be received on one to two day basis.
Residential addresses will receive three delivery attempts before the parcel is returned to us. Although please note, if your council has designated your address as being within a retail or business zone, you might be categorised as a business address upon which it will be a 'next working day' delivery with only one delivery attempt. An example of this might be a flat above a shop or a property on the edge of an industrial estate. This affects a very small number of customers in residential properties and is unfortunately, completely out of our control and dependent on your own council's determination of business zones.
We have a variety of surcharges in the category to the left that can be added to your shopping basket. This includes enhanced delivery services such as 'before 10am' or 'Saturday Morning' which might be helpful options if they will accomodate easier times for you to take delivery. <top of page>
#Q: Contact Us
How do I get in touch with you?
A: Please use the Contact Us button above where you will find an email form, our mailing address and our lo call rate telephone number. <top of page>
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