Delivery Information
Our UK and International shipments are shared between different carriers depending on their destination and the service selected. These carriers are currently DX, DPD, EVRI, DHL and Fedex. At The Soap Kitchen we ship to 100s of destination, with the aim to get your parcel to you in the most efficient, safe and secure process.
Due to the type of products we supply there are some restrictions in place, please read below to find out more information about all of our delivery methods and collection options.
Typical dispatch time for orders placed is usually 1-2 working days, there can be slight delays due to size of orders, seasonal changes and business promotions. We aim to keep our customers up-to-date when delays occur, often via the homepage of our website. Unfortunately, we cannot be held responsible for any delays once the parcel has left our warehouse.
Our delivery prices are set by our couriers and applied to cover dangerous goods, this means we have no control over the prices set.
All delivery options are based on weight, destination and type of product you are ordering, your basket will adjust to match these requirements and calculate a shipping cost for you.
Our Courier services ensure parcels are 'tracked' throughout their journey from us to you, in some instances tracking may be unavailable but we will endeavor to provide as much information as possible.
Please note that our couriers may sub-contract their deliveries, this is out of our control and is to ensure you still receive you items securely.
Delivery Options Overview
Standard Delivery
- UK Mainland Standard 3-5 Working Days From Dispatch : Sent with Evri or DPD
- UK Mainland Next Working Day : Sent with DPD
- UK Mainland Free Shipping Over £250 inc VAT (exclusion apply, please see below) : Sent with DPD
- Saturday Delivery : Sent with DPD
- Pallet Delivery (Available on all four methods above)
- Collect From Warehouse
Please see more details below regarding these options.
Offshore & Highlands Delivery
- UK Highlands 3-5 Working Days From Dispatch : Sent with DPD
- UK Offshore 3-5 Working Days From Dispatch : Sent with DPD
Please see more details below regarding these options.
Hazardous Delivery
- Hazardous UK Mainland 3-5 Working Days From Dispatch : Sent with DX
- Hazardous UK Mainland Next Working Day : Sent with DX
- Hazardous Highlands 3-5 Working Days From Dispatch : Sent with DX
- Hazardous Offshore 3-5 Working Days From Dispatch : Sent with DX
- Hazardous Pallet Delivery (Available on all methods above except Next Working Day)
Please see more details below regarding these options.
About Our Delivery Options
Free Shipping
Shipping is free for Economy UK mainland orders over £250.00 net cart cost, including VAT.
The following products are excluded from our 'Free Shipping' option:
- Gift Vouchers
- Wax
- Stephenson Solid Bases
- Hazardous Products (full list below)
- CPSRs
Saturday Delivery
To qualify for Saturday Delivery, orders will need to be placed before 10am on a Friday.
Next Day Delivery
To qualify for Next Day Delivery, orders will need to be placed before 2pm. Excluding Weekends and Bank Holidays.
Pallet Delivery
Our Pallet Delivery option appears when your basket reaches a certain weight/volume based on the product/s selected. This option is available for UK Mainland Standard, Next Working Day, Free Shipping, Hazardous Delivery, as well as Offshore & Highlands.
We use a range of couriers for this delivery option.
Collect From Warehouse
Collections are available from our Warehouse Monday-Friday. Just select, at checkout, the option ‘Collection from Warehouse’.
Please note, we are not open for collections over the weekend and holiday hours may differ.
Collection Address: The Soap Kitchen, Unit E, Swinton Bridge Industrial Estate, White Lee Road, Swinton, South Yorkshire, S64 8B
Rules for Customer Collections:
- We aim to get all customer collections picked and packed the same day. This is subject to stock availability and the time the order was placed.
- Orders placed before 10am can be collected the same working day between 2pm-4pm.
- Any orders placed after 10am will be ready for collection the following working day between 2pm-4pm.
- You must await your collection acknowledgement email before attending our warehouse. Your order will not be ready until you have received this email.
- Please ensure you have a copy of your order confirmation; we have the right to refuse collection if you cannot provide this.
- Orders will be held for 14 days once acknowledgement is sent. If your order is not collected after this period we will refund and return all products to the warehouse.
Please be aware our warehouse is not an outlet. All orders must be placed online, as we are unable to create orders for you here upon arrival.
Arrange Own Collection
If you wish to arrange your own courier to collect your order please ensure you have provided our customer service team with any shipping labels and your selected courier, you can send these over via email to customerservice@thesoapkitchen.co.uk.
Please Note: Any issues with delivery, damage of products or lost items will be the responsibility of the customer; The Soap Kitchen will not accept liability for the loss of, or damage to any consignment. Please ensure you leave an appropriate window to allow our team time to pick and pack your order.
UK Offshore & Scottish Highlands
Postcodes for this area are: BT*, IV*, HS*, KA27*, KA28*, KW*, PA20*, PA21*, PA22*, PA23*, PA24*, PA25*, PA26*, PA27*, PA28*, PA29*, PA30*, PA31*, PA32*, PA333*, PA34*, PA45*, PA36*, PA37*, PA38*, PA39*, PA50*, PA41*, PA42*, PA43*, PA44*, PA45*, PA46*, PA47*, PA48*, PA49*, PA60*, PA61*, PA62*, PA63*, PA64*, PA65*, PA66*, PA67*, PA68*, PA69*, PA70*, PA71*, PA72*, PA73*, PA74*, PA75*, PA76*, PA78*, PH17*, PH18*, PH19*, PH20*, PH21*, PH22*, PH23*, PH24*, PH25*, PH26*, PH30*, PH31*, PH32*, PH33*, PH34*, PH35*, PH36*, PH37*, PH38*, PH39*, PH40*, PH41*, PH42*, PH43*, PH44*, PH49*, PH50*, ZE*, BT*, IM*, TR21*, TR22*, TR23*, TR24*, TR25*, PO30*, PO31*, PO32*, PO33*, PO34*, PO35*, PO36*, PO37*, PO38*, PO39*, PO40*, PO41* AB36*, AB37*, AB38*, AB55*, AB56*, FK17*, FK18*, FK19*, FK20*, FK21*, HS1*, HS2*, HS3*, HS4*, HS5*, HS6*, HS7*, HS8*, HS9*, ZE1*, ZE2*, ZE3*
Due to the destination and restrictions with our couriers we have limited options for this delivery area, please see the full list above.
International Delivery & Channel Islands
Overseas Shipping Worldwide shipping costs automatically default to the correct shipping zone relevant to the delivery destination. Delivery times will vary depending on the service we send your shipment on. Most European destinations have a 2-3 day shipping time from dispatch. Further worldwide destinations may be longer than this. Your International shipments can usually be tracked via the carriers website with the tracking number provided once the order has been shipped.
Please Note: Custom charges are not set by us and we do not have any involvement or control over these.
Currently we can only accept orders from the following countries: France, Estonia, Czech Republic, Croatia, Romania, Bulgaria, Greece, Lithuania, Latvia, Slovakia, Slovenia and Hungary for individuals when the total is under 150 Euros including VAT & Shipping. (This is currently under review)
Please note total cost includes VAT, potential DUTY and Customs and Admin charges.
Dangerous/Hazardous Goods
Some of the products we supply are considered Dangerous Goods for shipping purposes. Most commonly these are alcohol based substances, although there are a few others, see our full list below. We regret that we are unable to ship these goods Internationally by Air, by DPD or by EVRI, as we only have 'Limited Quantities By Road' agreements with our carriers. Your business is important to us and we know that you need your goods promptly, so if you wish to check the status of your order please send our team an email to customerservice@thesoapkitchen.co.uk
Our full list of Dangerous Goods include:
- Perfumers Alcohol
- Sodium Hydroxide (Caustic Soda)
- Denatured Ethanol
- Acetic Acid
- Isopropyl Alcohol
- Potassium Hydroxide (Caustic Potash)
- Natural Reed Diffuser Base
All products including Hazardous Goods are securely packaged and stored to ensure safety with delivery. As well as ensuring we are compliant with the restrictions in place by our couriers.
Late Delivery Liability
When our carriers are seasonally busy or during postal strikes or additional economic issues, it can cause delivery times to be extended. For all delivery delays outside of our control due to our carriers or postal strikes we are unable to accept liability and are therefore unable to make any refund of shipping charges where we have incurred charges ourselves from either our carrier or Royal Mail.
UK Back-Orders
If an item is not in stock, we will back order it for you. This will apply to all products, especially larger quantities of stock, this is clear displayed when selected your product size. However, you can choose to cancel the item if you would rather not wait for the back order to be sent. We ship back orders free of charge.
International Back-Orders
If an item is not in stock we may not automatically back order that item. We reserve the right to remove the item from your order and refund the cost of that item, including any applicable proportion of the overall shipping cost. If you would rather we back order the item for shipping later, we will inform you if there will be any additional shipping cost and give you the option to reconsider. The Soap Kitchen Limited is not responsible for any duties or taxes levied by customs on any International delivery.
Useful Information
Our shipping charges are weight-based, not order value based. Regardless of the value of your order, shipping will be calculated based on weight, therefore inexpensive yet heavy products may appear expensive to ship. For an estimate of our shipping prices, you can enter your country and postcode in the cart page once you've added your items to the cart, and this will show you the shipping price before you pay.
Please note: We're only able to refund the shipping within 28 days of the order being placed.
Returns & Damaged Goods
International Customs Fees: Please be aware, would the package be rejected due to fees, refunds will not be provided for shipping costs.
Missing and/or damaged items must be reported within 48 hours of receipt delivery.
We will gladly refund all goods up to 28 days from delivery.
Please note: we are unable to replace broken glass for any international orders which are sent via courier and not pallet.
We will offer credit for broken glass only.
All goods must be in their original packaging and in a re-sealable condition.
To return your goods, simply print out and enclose a completed goods return form (please request via email) and send the items you wish to return to:
The Soap Kitchen
Unit E, Swinton Bridge Industrial Estate
Whitelee Road
Swinton
S64 8BH
Please ensure you include the full name the order was placed under, the order number and the reason for your return on the goods return form linked here.
If there has been no error on our part, we will only refund the cost of the goods only.
If the goods within the order are faulty or contain any incorrect or damaged items, please contact us immediately with pictures if necessary and we will make alternate arrangements to amend the issue.
Please note, we can only provide replacements for damaged items with photo evidence.
Do not dispose of any damaged items as we may need to collect your goods in order to replace them.
If you have any questions regarding returns or damaged items, please email customerservice@thesoapkitchen.co.uk
Alternatively, you can call us on 01237 420872 Monday - Friday 9am-5 pm.
