Frequently Asked Questions

PRODUCT QUESTIONS

 

Can I trust your products?

Absolutely. We have been established since 2005, we are fully certified soap makers and follow all strict EU cosmetic regulations. We use the finest of skin care ingredients, many of which are locally sourced. Our products are rigorously tested before they are sold and go through regular testing to ensure consistency and quality. Our products are made in small batches by hand, this is to ensure the quality is maintained and to guarantee that  you receive products that are freshly made to give you the best experience when using them.

 

Who can use your products?

Our products can be used by anyone over 36 months of age. We recommend that younger users are supervised when bathing with our products.

 

How do you use your products?

Some of our handmade products are unique and unusual, although they are all very simple to use. Please read the directions on the packaging before use. Some of our soaps are decorated with non-soap elements which, as the label states, must be removed before use.

 

How long does your soap stay fresh?

We always recommend that our soaps are used within 3 months of purchase, this guarantees a wonderful lather and the most intense scent. However, our products are pretty special and will last much longer if stored correctly, some will last up to 12 months. Always read the labels and packaging before use, as we always include the shelf life and best way to store our products on the labels and packaging.

 

What is the best way to store your products?

Each one of our products is to be stored differently but as a general rule, all of our products need to be kept dry, out of direct sunlight and at room temperature. Please also ensure your soap is placed on a protective surface when not in use, such as a soap dish or plate.  Always ensure you read the product label or packaging for full storage recommendations.

 

What products can pregnant ladies use safely?

Nearly all of our products are safe to use when pregnant, we always recommend that you do your own personal research first and we strongly recommend that, if in any doubt, you must seek medical advice first to establish the best products for you. With that in mind however, we always suggest that products containing Clary Sage, Cinnamon, Rosemary and Raspberry leaf are to be avoided. Your health worker can advise further.

 

Do you test on animals?

Absolutely NOT. We never test on animals, and never will. You can buy any of our products with the comforting knowledge that animals have not been involved.

  

Do you use animal products in your soap?

We sometimes use honey in our soaps but apart from that there are NO animal derived ingredients included in our handmade products which makes them vegetarian friendly. 

 

I have Sensitive Skin. Which soap is best for me?

We have a selection of products suitable for sensitive skin. Click here to browse our range.

 

  

ORDER QUESTIONS

 

Can I place an order over the telephone?

If you’re having trouble with an online order, simply call us on 01904 890 336 and we’ll be delighted to help. Our support lines are open Monday-Friday between 10am and 4.30pm (excluding bank holidays).

 

I ordered the wrong product, can you help?

If we have not yet dispatched your products, then yes, we can certainly help. Please call us on 01904 890 336. Please note: all orders placed before 2pm are dispatched on the same day, so please call us as soon as possible if you notice a mistake on your order.

 

 

PAYMENT QUESTIONS

 

What payment methods do you accept?

Our current payment methods are: Visa, Visa Debit, MasterCard, American Express and PayPal. Unfortunately we do not accept any other payment methods at this time.

 

What currencies do you accept?

Unfortunately we only accept GBP (£) at present.

 

When will I be charged for an order?

All payments are processed as soon as your items are shipped. All items are shipped between 2pm and 5pm between Monday and Friday (excluding bank holidays).

  


SHIPPING QUESTIONS

 

What are your shipping methods?

Our current shipping methods are: 

DPD Local
UK Delivery (up to 2 working days) at £4.95

 

How quickly do you dispatch my items?

All items are dispatched on the very same day (Monday to Friday), providing your order is placed before 2pm. If your order is placed after 2pm, items will be dispatched on the next working day.

 

Do you deliver to non-mainland UK?

Certain postcodes within the UK are unfortunately subject to a delivery charge of £20 (i.e. Northern Ireland, Scottish Highlands, Isle of Wight etc). We are doing our very best to explore alternative options for this to provide much cheaper delivery to customers who are further afield. Please rest assured we will contact you as soon as alternative couriers are available.

 

Do you provide international delivery?

Yes. We now offer delivery to several locations within Europe; see our rates on our delivery and returns page. Unfortunately we do not currently offer delivery to anywhere outside of Europe at this moment in time. 

 

RETURNS QUESTIONS


When do I qualify for a refund?

You qualify for a refund only if we have provided you with the wrong items, or if your items were faulty when received. Unfortunately, due to the nature of our products, we cannot provide refunds for any other reason. Please see our Terms and Conditions for more information.

 

How do refunds work?

If you quality for a refund (see: “When do I qualify for a refund?”), then please contact us immediately by emailing online@yorkshiresoap.co.uk or calling 01904 890 336. If your refund application is accepted, we will send your payment back directly, via the method you used to purchase the items. The agreed refund value will then arrive within 3-5 working days.