Terms & Conditions

About Us

The Soap Kitchen is the trading name of The Soap Kitchen Limited and is owned by Nicky Story. We are completely dedicated to your total satisfaction. If you have any suggestions or comments please email us at: customerservice@thesoapkitchen.co.uk It must be stressed that many of the products offered for sale on our website are chosen to enable the home-user to produce soaps and toiletries from recipes and formulas widely published on the Internet and in books and magazines. It is the responsibility of the customer to ensure that any products supplied to be used in making their own products offered for sale do comply with current legislation. Our Trading Name and our Logo are registered trademarks.

The Soap Kitchen Ltd is registered in England, company number 07521057

Please Note: Practical assistance is given to the best of our general knowledge without guarantee or warranty. It is the responsibility of the consumer to test the appropriateness of the products within their manufacturing conditions.


Making A Purchase

Making a purchase could not be easier. Just browse our catalog to find the product/s you want to purchase, then select your product, or pack size from any drop-down list and select the quantity required, then click "Add to basket". When you've filled your basket click "Proceed to Check Out" and you will be taken through a process where we ask a few details that we need to be able to complete your order.

We accept credit and debit card payment and PayPal. If you are shopping from outside the U.K, place your order and your credit card company will convert the transaction to your own currency.

If paying by credit/debit card, we accept all major payment cards via SagePay as well as PayPal for card or account payments. If choosing to pay using SagePay or PayPal your payment will be authorised on-line. This method uses Address Verification so your card MUST be registered at the address on your order. If choosing to send your card details separately we prefer to receive them by phone and we request you never send your credit card details to us in plain text via email, fax or snail mail.

For more information regarding our returns policy please see below. We reserve the right to charge a 'handling' fee of up to 20% if returned products are found not to be sub-standard and require re-packaging. This does not affect your statutory rights.
We hold the right to refund items if they are out of stock. Our back order set up, means bulk quantities are available for order any time, but the order is subject to stock availability and items may be dispatched seperately, at a later date or be back ordered.


Shipping And Handling - IMPORTANT

For more details of our shipping tariffs please refer to...
https://www.thesoapkitchen.co.uk/shipping-information/

We do NOT currently charge any additional handling fees unless we agree to take back an order that has been correctly executed and is outside of the 14 days statutory return period.
 
We have free Economy Shipping for UK mainland orders over £100.00 (before VAT, and excluding the cost of safety assessments, Stephenson and gift vouchers).

IMPORTANT
If you (the customer) are unable to sign for your consignment and leave 'SPECIAL DELIVERY INSTRUCTIONS' for the carrier to leave your consignment in a 'safe place', any loss or damage to the consignment is strictly your responsibility. No liability for the loss of, or damage to any such consignment can be accepted by The Soap Kitchen or their appointed carrier. All shipments should be signed for. Any loss or damage to a shipment correctly delivered and signed for MUST be reported to us within 7 days.
 
Our carriers will usually try to implement a 'first time delivery' where possible and may try a neighouring address in order to have your parcel signed for and safely delivered via a neighour in the event that you are not at home. If you do NOT want our carrier to do this please use the SPECIAL DELIVERY INSTRUCTIONS field when checking-out of our website to make this clear.

Delivery Schedule

We try our best to fulfil all orders not using Express service within 2-3 working days wherever possible. At busy times this may take longer, so if you need your order quickly please contact us to let us know to prioritise your order as far as possible

We regret that we can accept no liability for delays caused by factors outside of our control. These would include delays by the shipping company or post office and would include delays caused by technical difficulties on our website which may result in a delay in us receiving your order in the first place.

Back Orders: If an item is out of stock, we will usually back order it for you. You are always free to cancel your order for that item if you would rather not wait. The volatile nature of markets means that on occasions, replacement stock could be offered for sale at a higher price. In this case we reserve the right to cancel your back-order and make an appropriate refund or agree to supply at the new price. Where sale items are offered 'while stocks last', we reserve the right to cancel out of stock items and refund the original purchase price.

Orders are charged in full when received. Back orders are usually shipped free of further shipping charges. We are usually happy to add further lightweight items to be shipped with back-orders without further shipping cost, but reserve the right to refuse this if the shipping cost is increased as a result.

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 undertake to inform you of any additional shipping cost that may be incurred and give you the option to reconsider. The volatile nature of markets means that on occasions, replacement stock could be offered for sale at a higher price. In this case we reserve the right to cancel your back-order and make an appropriate refund or agree to supply at the new price.

Tax Charges

The Soap Kitchen is VAT registered. Reg. No. GB840929120. All prices include VAT at the prevailing rate. Exemption is available for non UK mainland customers for orders with destinations outside of the UK. However, other charges may be applied by customs, which are out of our control.

Credit Card Security

We know of no documented cases of credit card fraud using our shopping system over the Internet. When sending us your credit or debit card details directly (e.g by phone) rather than paying via SagePay or PayPal, all credit card details are destroyed following the transaction processing.

Guarantee

We guarantee your satisfaction. Any item you receive that is not in satisfactory condition we will replace, upon photographic evidence of the issue. Damage and shortages MUST be notified within seven days of receipt of your order. It is the customer's responsibility to ensure any product is in satisfactory condition prior to use. The Soap Kitchen cannot accept any liability whatsoever for the consequences of using any products supplied in good faith that are later alleged to be in unsatisfactory condition. Any queries over the suitability or satisfactory condition of a product for its intended use must be taken up with The Soap Kitchen within seven days of delivery and BEFORE they are used in any way either as a stand-alone product or within a formulation. The Soap Kitchen always strives to provide the very highest quality products and where any products is alleged to be in unsatisfactory condition we will carry out a full investigation to establish the cause of the problem, we may request the product is returned to us for investigation and we will replace the product (or provide a full refund) should the alleged unsatisfactory condition be confirmed. We regret that where a product has been used or disposed of and we are unable to carry out any investigation into the condition of the product we may be unable to replace or refund.

Reaching Us

If you need to reach us, please email us on customerservice@thesoapkitchen.co.uk.

If you require details for collection, please see our Delivery Information page.

Privacy Policy

Our Privacy Policy now appears on a separate link in accordance with Best Practice under GDPR guidelines. You can view our privacy policy here.

Returns Policy

Returns Policy for UK Customers

Incorrect items sent or faulty

If you have received either a faulty or incorrect item, please email us at customerservice@thesoapkitchen.co.uk to make us aware of the issue within 48 hours of receipt of your products, in your email be sure to include your order number, photo evidence, a small description of the issue and any other relevant information such as batch codes. Customers may return any incorrect item/s within 14 days and receive a full refund of the cost of those goods including return shipping cost with proof of postage is supplied, provided they remain in merchantable condition and are unopened in original packaging with tamper seal intact. We can offer to send out the correct product and arrange a collection on delivery of the incorrect goods; this service depends on the weight of the product we are receiving back.

When we receive your email, we will supply you with a returns form to complete, please include this with your returned goods.

Order error

If you have ordered in error, please email us at customerservice@thesoapkitchen.co.uk to make us aware of the issue within 48 hours of receipt of your products, in your email be sure to include your order number. Customers may return any incorrect item/s within 14 days and receive a full refund of the cost of those goods provided they remain in merchantable condition and are unopened in original packaging with tamper seal intact.We regret that we cannot refund any outbound or inbound shipping.

When we receive your email, we will supply you with a returns form to complete, please include this with your returned goods.

We always recommend ordering small amounts of products to test before buying a larger amount to ensure you are happy with your purchase.

Returns Policy for Customers Outside of the UK

Incorrect items sent or faulty

If you have received either a faulty or incorrect item, please email us at customerservice@thesoapkitchen.co.uk to make us aware of the issue within 48 hours of receipt of your products, in your email be sure to include your order number, photo evidence, a small description of the issue and any other relevant information such as batch codes. Customers may return any incorrect item/s within 14 days and receive a full refund of the cost of those goods including return shipping cost when proof of postage is supplied, provided they remain in merchantable condition and are unopened in original packaging with tamper seal intact. We can offer to send out the correct product or arrange a collection on delivery of the incorrect goods; this service depends on the weight of the product we are receiving back.

When we receive your email, we will supply you with a returns form to complete, please include this with your returned goods.

Order error

We always advise customers that are ordering from outside of the UK to check their order confirmation in detail to ensure the correct items have been ordered.

If you have ordered in error, please email us at customerservice@thesoapkitchen.co.uk to make us aware of the issue within 48 hours of receipt of your products, in your email be sure to include your order number. Customers may return any incorrect item/s within 14 days and receive a full refund of the cost of those goods provided they remain in merchantable condition and are unopened in original packaging with tamper seal intact.We regret that we cannot refund any outbound or inbound shipping.

When we receive your email, we will supply you with a returns form to complete, please include this with your returned goods.

We always recommend ordering small amounts of products to test before buying a larger amount to ensure you are happy with your purchase. 

Refunds

If your goods are faulty, damaged or undelivered and/or as result of issues related to our returns policy you are able to request a refund. Upon approval and in order to receive a refund, we will require proof of purchase, this could be via a sales invoice, order confirmation or other evidence such as a bank statement. It is important to note, will we only process a refund to the card used for the original purchase.

DIY Kits

At The Soap Kitchen we sell a range of DIY kits as part of our product range. Our DIY kits are bundles of products selected from our range of ethically sourced ingredients. Each DIY kit has a digital guide that can be found in the 'Documents & Guides' tab associated with each product. Please note, the guides do not come in the box with kit. Each kit has been created with the exact measurements required for that recipe, however this is a guide, you can also switch out like for like ingredients if, for example, a desired fragrance is prefered. The Soap Kitchen is not responsible for any adjustments made to the recipes. Any moulds or containers has been selected as an example of use, additional moulds may be required to fulfill the full quantity of the recipe. This also allows our customers to experiment with different styles and moulds to match their prefered finish.

Our DIY Kits are aimed at crafters/hobbyists or as a gift. They are not currently available for resale.

Promotional Codes

Any sitewide promotional codes are subject to terms and conditions. The discounts unless stated otherwise, do not include CPSRs, Gift Vouchers and Stephenson Products. Expiry dates are subject to the code specifics and vary depending on the promotion.

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