Below is a selection of our most frequently asked questions with what we hope are the answers you need. If you don't find the answer to your question here, then you can:
Look at our Blog where we have a lot more Information! : Here
Q: Best Before and Expiry Dates?
Q: How will Brexit affect the products I make?
As the UK has a significant export market to many EU countries which is made easy by the current Free Trade arrangement it is likely that the UK Government will need to agressively negotiate to replace the current Free Trade arrangement with a Free Trade agreement which maintains the tariff-free trading we currently enjoy. Nothing is clear at this time but as we progress towards our final exit from the EU it will become clearer as to exactly how our exports to EU member states will continue post-Brexit.
Q. Can I use the customisable labels on my own products?
Our bespoke customisable label range is only intended for use alongside our wholesale products. They are printed with all the legal & relevant information for that specific product- weight/volume, full ingredients list, specific batch code, all with 'made by the Soap Kitchen' printed on the backs.
Q. Am I able to have an MSDS, CoA, Allergen Declaration or an IFRA from you for a product?
You can find all of the technical information on the product pages themselves. If the information you need isn't on the product page, you can email firstname.lastname@example.org to request the desired information. However, if you haven't purchased any of the products from us which you're requesting an MSDS or safety document, then we won't be able to supply you with any copies of the requested documents.
Q. Can I get express shipping?
Express delivery is available to all of our UK based customers, and this will ensure a guaranteed next day dispatch for your order on non-bespoke orders. However, to get this, all orders requiring express delivery will need to be placed before 12pm. We won't be able to ship any express deliveries after this cut off point, and instead will be dispatched the next day. We regretfully can't offer express shipping to our international customers.
Q. I'm a registered customer, why can't I see the discounted prices of the products?
As a registered customer/company, you're entitled to a small percentage off of most of the products on our website. In most cases the discount will be shown in the product's price in the basket, after you have added the products you wish to order to your cart. You will need to be logged in to see these discounts, as we have no way to tell if you're registered or if you're not logged into your account.
Q. When will my order be shipped?
With shipping at The Soap Kitchen, we normally aim for a lead time of around 2 - 3 working days for dispatch, after which the order will be dispatched via your selected tracked service. At the top right hand corner of the website is information of the progress of order dispatch, letting you know what dates orders are being shipped. If you need a faster delivery time, for an urgent order as an example, you can choose the Express delivery option for a next working day delivery, as long as the order was placed before the 12 noon cut off point. We are also now able to offer weekend deliveries to many UK destinations at a small extra cost.
Q. I want to start selling my soaps, how would I go about doing this? Do I need any Assessments?
When selling your products, you're going to want to make sure that you and your recipes are covered legally, so you'll need to get a Cosmetic Safety Report! Here at the Soap Kitchen, we offer a variety of different CPSR's which will cover your recipes and get you going on the road ahead.
Q. I'm not entirely satisfied with the product, am I able to return my/parts of my order?
We're sorry to hear you're not happy with your order. Of course, returning your order to us isn't a problem. All orders (except for bespoke items) can be cancelled/returned to us within 14 days, and as long as the items are still in a good condition with original packaging, we will be able to give you a full refund including the outward shipping. However, we cannot refund you the cost of the return carriage to us unless the goods were sent to you in error. You will need to email our sales team at email@example.com to request a returns form to begin the returns process.
Q.How will shipping to an FPO/APO Address work?
If you would like to place an order to ship to an FPO/APO address, we do have to set a weight limit of 2kg (including packaging) per package. These parcels will be sent by Royal Mail.
Q. Can I come and view your ingredients? Can I come and make an order at your warehouse?
Our products are all held in bulk in our warehouse and we have no shop where product is displayed to browse. For health and safety reasons we are unable to admit visitors freely to our warehouse, so sadly it’s impossible for anyone visiting to view our ingredients. Customers are welcome to collect orders from our premises by prior arrangement but please do not turn up unannounced or expect to be able to browse our large product range or place orders at the time. All customer orders are down-packed from bulk which takes time and requires an advance order.