Do You Have a Complaint?
We take the subject of customer service very seriously here at The Soap Kitchen. If you have a genuine reason to complain about any aspect of our service or a product we have supplied then we'd really like to hear about it, because that way we can do our best to make sure mistakes and problems are not repeated but rectified.
To send in your complaint please use the email link below and please remember to include mention of your order number as well as the detail of your complaint.
Send in your complaint using this email link. Prefer to phone? Our contact phone number is +44(0)1237 420872. (weekdays 8.30am to 5.30pm)
What you can expect from us
We will deal with your complaint promptly and courteously, attempting to find the cause and compensate you accordingly. Thankfully we don't receive many complaints but those we do are mostly due to problems with shipping, so should this be the case our promise to you is.
In the event of an Express Shipment within mainland UK normal 'next working day delivery service' zones that was correctly shipped but fails to arrive on the next working day (excludes weekends), we will refund you the shipping charge.
In the event that a shipment is damaged in transit we will liaise with you to ascertain the precise nature of the damage and we will re-ship any necessary replacement product free of charge as soon as possible.
If we have inadvertently sent your shipment with the wrong service and delivery is delayed as a result, we will refund you the shipping charge.
If your shipment is lost or misdirected in full or in part by the carrier and cannot be found and delivered in reasonable time, we will re-ship whatever has been lost free of charge as soon as possible.
Your statutory rights remain unaffected by our promise to you. Distance selling regulations allow you to return your goods for a full refund (excluding shipping charges) within 14 days should you not be satisfied.
If you feel your complaint is not dealt with in a satisfactory manner, please Inform the Management