Frequently Asked Questions
Product Questions
Can I trust your products?
Who can use your products?
We recommend that younger users are supervised when bathing with our soap products due to choking hazards with smaller pieces.
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?
What products can pregnant ladies use safely?
Most of our products are safe to use when pregnant. However, we always recommend that you do your own personal research first and if in any doubt, seek medical advice first to establish the best products for you.
Please refer to individual product pages for full ingredients lists and do not hesitate to contact us if you require any further assistance.
Do you test on animals?
We have never tested on animals, and since 1998 it has been illegal to test any cosmetic products on animals in the UK. You can buy any of our products with the comforting knowledge that animals have not been involved in the making process.
Do you use animal products in your soap?
We sometimes use honey, milk or beeswax in our soaps, please refer to individual product pages for a full list of ingredients. There are no other animal derived ingredients included in our handmade products which makes them vegetarian friendly.
I have Sensitive Skin. Which soap is best for me?
Everyone’s skin is different, and some ingredients may irritate your skin. We always recommend that you do your own personal research first and if in any doubt, seek medical advice first to establish the best products for you. All ingredients are listed on our website product pages and on our labelling to help you make an informed decision.
We also have a selection of products that we recommend as more suitable for sensitive skin. Click here to browse.
Are your products suitable for allergies?
When yourself or recipient of a gift has an allergy, we advise that you always seek products which are fully registered and made with specific allergens in mind. Whilst most of our products are made with nut and oat free recipes, they are all produced within the same workshop and we cannot rule out cross contamination. For any information about individual products in regards to allergies and information of ingredients please contact us.
Order Questions
Can I place an order over the phone?
We’re delighted to help with your order, simply call us on 01904 890 336. Our support lines are open Monday-Friday between 9:00am and 5:00pm (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 as soon as possible if you need to change details on your order.
How will my order be wrapped?
We take extra special care to ensure that all of our hand selected products are carefully packaged and beautifully wrapped with our bespoke branded packaging. We use recyclable cardboard boxes, paper tape and fully compostable peanuts to keep your products safe. Your order will not contain any information on prices, so you can send your parcel as a gift. Why not add that extra touch with our option to include a personalised message for a loved one’s special day?
If you would like your parcel to be discreetly packaged with “anonymous” brown parcel tape please contact us after placing your order.
PAYMENT & SHIPPING QUESTIONS
What payment methods do you accept?
Our current payment methods are: Visa, MasterCard, Maestro, American Express and PayPal.
What currencies do you accept?
We only accept GBP (£) at present.
When will I be charged for an order?
All payments are processed as soon as your order is placed and accepted.
What are your shipping methods?
Our current shipping methods are:
- UK Delivery 3-4 working days at £5.95
- UK Delivery 1-2 working days at £7.95
- UK Delivery Express next working day when ordering before 2PM at £11.95
How quickly do you dispatch my items?
We try our best to dispatch all goods on the same day before 12PM but delivery to your address can take up to 3/5 days to arrive, please follow the tracking emails for updates. Please also note that at peak times such as Christmas, delays in packing, dispatched and delivery are likely to occur.
Do you provide international delivery?
We currently ship to addresses within the UK and do not offer international delivery at this time.
RETURNS QUESTIONS
When do I qualify for a refund?
You have the right to change your mind and request a return and refund within 14 days for any unused, unwanted products.
You have the right to request a return, refund or replacement for damaged or faulty products. Please see our Delivery and Returns page for more information.
How do refunds work?
When your refund has been arranged, a payment will be made directly via the method you used to purchase the items.
The agreed refund value will then arrive within 5 – 10 working days.
