Terms & Conditions

About Us

The Soap Kitchen is the trading name of The Soap Kitchen Limited and is owned by Nicky Story, who also owns Supplies For Candles Ltd. 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
Address: Unit C & E, Swinton Bridge Industrial Estate, Whitelee Road, Swinton, S64 8BH, UK

The Soap Kitchen (www.thesoapkitchen.co.uk) owns and operates this website.

This document governs your relationship with Soap Supplier LTD www.thesoapkitchen.co.uk. Access to and use of this website and the products and services available through this website (collectively, the “Services”) are subject to the following terms, conditions and notices (the “Terms of Service”). By using the Services, you are agreeing to all of the Terms of Service, as may be updated by us from time to time.

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 £250.00 (before VAT, and excluding the cost of safety assessments, Stephenson's products, soap, wax 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.

To read our full shipping and delivery information click here. 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 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.
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. 

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 printed in the box and digital guide that can be found in the 'Documents & Guides' tab associated with each product. Each kit has been created with the exact measurements required for that recipe and we hold a CPSR for each kit available, however this is a guide, you can also switch out like for like ingredients if, for example, a desired fragrance is prefered but this will void our assessment and then falls to you as the responsible person. 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.

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. Unless stated otherwise, discount codes cannot be used in conjuntion with any other offer, sale or discount on The Soap Kitchen website.

Our CPSR Generator

A Cosmetic Product Safety Assessment, known as a CPSR, is legal documentation, provided by a chemist, to ensure the safety of your recipes and finished products. Our CPSR Generator is the ultimate tool for generating cosmetic assessments in an easy to use format, with a fast turn around and at amazing low prices. In a few simple steps your form is complete, if you are using TSK products all your documents are already sourced and your assessment form is generated ready to be reviewed by our in house assessor. Due to the complexity of cosmetic product safety reports our generator is designed as a useful tool to help you with the process and to ensure your recipe is safe. Our generator is not a scientific calculator that ensures the stability of your recipe, we highly recommend testing your formulations before using our generator to ensure you are happy with the finished product your recipe produces. The Soap Kitchen is not responsible for the appearance, texture or quality of your final products and 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 your manufacturing conditions.

The set-up of our generator is in accordance with Regulation (EC) No 1223/2009 on Cosmetic Products, as amended by the Product Safety and Metrology etc (Amendment etc.) (EU Exit) Regulations 2019. All fragrance oils included in our generator comply with IFRA standards and work in accordance with IFRA’s 49th Amendment. Each assessment is approved in house by a qualified professional with a discipline in toxicology, our assessors details are included on every completed assessment.

In order to complete a CPSR through The Soap Kitchen, our generator has been designed to provide all appropriate details needed to perform a safety assessment on a cosmetic product. The maximum percentages are a guideline to the legal limit and vary depending on the product you are manufacturing. If you are using The Soap Kitchen materials, all technical documents are automatically sent to our assessor on completion of the purchase of your CPSR. For any Non TSK materials used in the generator, you will need to provide all appropriate documentation that is relevant to the specific ingredient you are using. This includes Allergen Declarations, Material Safety Data Sheets, IFRAs etc. Any documents not included that are required by our assessor to complete your report will add a delay to the process and will be the responsibility of the customer to source if needed.

By using our generator you are confirming that all recipes have been stability checked and you comply with General Manufacturing Practise (GMP) when creating your products. For more information regarding these terms please refer to our blog article, Rules & Regulations for Legally Selling Products.

Pricing for our CPSR Generator is set in house and is dependant on the package you require. This new pricing structure is valid from 14.09.2022, any CPSR packages purchased through The Soap Kitchen prior to this date will abide by the pricing structure at the time of purchase and will not be based upon the new structure when adding additional variations. Please see below for our full CPSR Pricing structure.

It may be that additional testing is required for your product, depending on the complexity. Our assessor will make you aware of any additional requirements, please note this may cause a delay to completing your assessment. We reserve the right to return your form uncompleted and to make suggested amends if we have spotted any errors on our behalf or made by yourself. If we find technical errors from our side we will also return your form and follow the appropriate steps in order to come to a suitable conclusion.

Important Information

  • Variations will only be added to reports within six months of the inital report being completed.
  • Any general updates to reports will only be made for a period of two years from the completion of the initial report.
  • For any CPSRs using TSK only ingredients, any further variations must only use TSK materials.
  • If you make a purchase for a CPSR using our generator, there is a grace period of one week from purchase to notify us of any errors. Any changes after this period with incur additional charges, please see below for details.
  • Any products marked as 'Last Chance' on The Soap Kitchen website, are being discontinued. Please take this into consideration when purchasing your CPSR.


Due to circumstances out of our control we may have to outsource to third party assessors, which may incur a longer turnaround time.

For more information about the legal requirements for selling cosmetic and toiletry products please click here to visit our blog article, Rules & Regulations for Legally Selling Products.

Please note that all other legal requirements with still need to be completed in order to legally sell your cosmetics and toiletries, this will be your responsibility. This includes label legislation, insurance etc, please ensure you research thoroughly the requirements for the country you wish to sell your products in.

We have tried very hard to build in as many creative scenarios as we can to our new generator but there will undoubtedly be some teething issues, please bear with use while we try to iron out the creases and improve the process further. If you have questions or would like to provide feedback on this new system please contact our customer services team via the following emails address customerservice@thesoapkitchen.co.uk

Generator Pricing

Our Generator Pricing is set up to provide two main options. 'Using TSK Material' and 'Using Non TSK Material', each package is designed to cater for a range of variations, additions such as a toxicological annex and any extra help from our qualified CPSR team.

CSPR's using The Soap Kitchen materials, have a competitivly low base package, for £60 inc VAT you can purchase one base formula with one variation included. You can then add a maximum of 10 variations to this package at only £12 inc VAT per variation. This means for only £168 inc VAT you can purchase a CPSR package with 10 different variations of your base formula.

If you require a 'Toxicology Report', using TSK materials, you can purchase the same package for £75 inc VAT and £17 inc VAT per additional varitation, with a toxicologial annex provided for each one.
CPSR Pricing
CSPR's using Non The Soap Kitchen materials, are based on our older style packages, for £180 inc VAT you can purchase one base formula with six variations included. This is a set package with a minimum of six variations, an additional two variations can be purchased (please contact cpsr@thesoapkitchen.co.uk to add these), to give you a maximum of eight variations with one base formula.

If you require a 'Toxicology Report', for this package, this will be a total of £274.80 inc VAT, which will include an annex for each variation.
CPSR Pricing
As with any Cosmetic Product Safety Report there can be additional work needed, depending on the complexity of your formulation. We have a range of admin fees in place, so that you can take advantage of our qualified CPSR team and their knowledge when it comes to CPSRs.

Additional charges can be applied at any point during your assessment, if our Safety Assessor feels they are necessary to proceed with your report. Such as IFRA Fees or Additional Exposure Data, you will be contact if required and your report will be put on hold whilst the charges are processed.

  • IFRA Fee - This fee is applied on a variation by variation basis where additional IFRA checks are required to ensure the safety of mixed fragrances. This fee is only required where fragrance oils are mixed together or where fragrance oils are mixed with essential oils.  It will not be applied to combinations of essential oils.
  • Toxicologial Annex - This is a review of the toxicological data available for each ingredient used within the report.  Data will highlight key toxicological endpoints which will allow the assessor to calculate the risk factor of each ingredient.  The data presented will often refer to animal based testing, as much of the toxicological data available for cosmetic ingredients is historic and has been generated prior to the animal testing ban.
  • Exposure Data - also known as Exposure Scenario - this uses a set of standardised figures, which have been calculated through scientific research. It takes into consideration the amount of product used, number of times used, skin surface area, retention factor and dilution factor if necessary, to predict the typical exposure to the product/ingredients for the given usage.

If you make a purchase for a CPSR using our generator, there is a grace period of one week from purchase to notify us of any errors, this includes any missing variations, typos etc. For any adjustments or updates needed after your initial purchase and the seven day grace period, the following admin fees and charges will apply.
CPSR Pricing
When an additional variation is required past the grace period, their will be a set admin fee, in addition to the variation/s charge. For example, to add a variation after seven days for the TSK report (no toxicology), it will be £27 + £12 per variation. For a TSK report (with toxicology) it will be £27 for the admin fee + £17 per variation.

If you have any questions regarding our pricing please email CPSR@thesoapkitchen.co.uk and our team will endevour to help.

Allergens

Across our website we have a range of allergen free products, mainly fragrance oils. Where products are labelled as "allergen free" this is in relation to the 26 named fragrance allergens, only.  These products may still contain allergenic components that are outside of the legal labelling requirements.
Please note: Due to regulations our allergen free fragrance oils are not considered allergen free for use in the EU.

Reformulated Fragrances

As part of our business growth and ensuring we supply the highest quality fragrance oils to our customers, we will occasionally go through a reformulating process. This can also occur if there are supply issues or restrictions. To develop and improve the quality, our reformulated fragrances are designed to create an scent identical to their original or dupe inspired aroma.

When a fragrance is reformulated, you may notice two versions of the product on our website. As we transition to the new fragrance, we will have both available to purchase until we sell through the old stock. All technical documentation for each one will be available, and we will clearly label and display each fragrance so that you can identify each one.

Price Match Guarantee

Products included in our 'Price Match Guarantee' have a sticker on their product image. This means we will match any prices you find from other online retailers, as long as the comparison is in stock and not on sale or promotionally discounted.

You will need to provide us with a live link to the product we are comparing against. Prices matches will only be made against in stock products that are live and have tangible proof, they cannot be used in conjunction with any other offer or discount.




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