Where We Ship
We ship to the U.K. and E.U.
How We Ship
All of our products are shipped using Courier signed for delivery services, you will receive a tracking number as soon as your purchase has been dispatched where a telephone number or email address is given for this purpose.
How long to ship
Our products are handmade fresh to order, our times vary depending on the time of year, at present they are approximately 15 working days. You can then opt for economy delivery (3-5 days service via hermes) or express delivery via DPD for a faster next day delivery. Our timescales are estimates only and are not guaranteed, your products will be made as quickly as possible depending upon which products you have ordered, setting times etc. If you require your order by a set date please advise us prior to placing your order. We do not accept any responsibility for delays with your order, we can not guarantee delivery deadlines or timescales for orders being delivered and so those provided will be estimates. You will be advised as to the progress of your order and when your order is dispatched you will be provided with an estimated delivery date as provided by the courier company, we can only guarantee the courier attending once they advise us that your order is out for delivery with your local driver.
How Much Is Shipping
Shipping is calculated dependent on the value of your order,
U.K. Orders, economy shipping starts at just £12.50, you are also welcome to collect your order from our workshop in Lancashire. Contactless collection is available.
International Shipping varies dependant upon location.
We do inspect all items prior to dispatch, however in the unlikely event that an item is found to be faulty or damaged we will provide a replacement item. Please notify us in writing of the fault with a copy photograph showing the issue and we will resolve the problem for you. Where an item is stored incorrectly and is damaged we will not be liable. See the frequently asked questions page for advice on how to store your products to keep them at their best. We recommend that items are sent wrapped in cello to receive them in their best possible condition, naked items will move more in transit and may be damaged as a result. For a replacement faulty items must be reported within 2 working days of delivery and must be returned to us unopened in their original packaging within 28 days of delivery. We will not replace items that are not returned to us. If you contact ourselves we can provide a courier to uplift the items back to ourselves. If you arrange your own courier you will be responsible for the courier cost.
Where an item is damaged in transit or lost in transit:
You must not sign for a damaged box, please reject delivery, where an item is delivered and later noticed to be damaged please notify us of any damage to your products as a result of the delivery service within 48 hours of the parcel being received. You must notify us in writing of the damage. A photograph will be required of every damaged item (it is acceptable to have more than one product in a photograph) and also the interior and exterior of the box. The photographs MUST be provided within 7 days of notifying us of your potential claim. Failure to provide the photographs within 7 days will mean that we close your claim and you will NOT be sent replacement products. Once closed a claim cannot be reopened. Until or unless we advise otherwise you must retain both the packaging (including the box) and the damaged item for either returning to ourselves or for the to collect or inspect the same (some courier services do insist that the products be made available for inspection should a claim be made). If the items are disposed of without the prior agreement of ourselves and the courier service then the claim will not be allowed and your claim will be closed. You must return where requested the items to us to be provided with a replacement. The damaged items must be returned to us within 28 days of delivery. We can arrange uplift of the products by our courier or you can arrange your own return at your expense.
Where a claim is accepted we will arrange a replacement for the damaged product(s). The replacement will only be dispatched once the faulty/damaged item has been returned to us and received. Again please ensure that an appropriate trackable method of delivery is chosen, we cannot be responsible for items not received. We are happy to arrange collection of the products by our courier.
Should any of the damaged products have been used or their individual packaging opened then they will not be eligible to be claimed for. No item will be replaced where a photograph has not been provided within the 7 day timescale. No replacement will be provided where an item is not returned. All items must be unopened and in their original packaging. We will not replace items that have been partially used or opened.
Once your items are dispatched for delivery you will receive a delivery slot from our delivery company via text or via email. You will also receive a dispatch email from ourselves. If you delivery does not arrive please track using the information provided by the courier. If delivery can not be re arranged or the item is not delivered please report this to us within 48 hours of your delivery slot.
Where multiple boxes are expected and only one box arrives please allow 24 hours as they are sometimes separated in transit and the second will follow on a later delivery, if not received within 24 hours please report this to us and no more than 48 hours after the expected slot.
If you would like to redirect your delivery to an alternative address or collection point this can be done via the DPD website once they have provided you with a tracking number.
Where soap has split during slicing (where the customer has opted to slice their own soap):
We do not accept liability for any issues with soap separating when slicing where the customer has chosen to slice the soap themselves, it is our advice that soap should be purchased sliced by ourselves as we have specialist knives which are made for the purposes of soap slicing. When slicing a soap if the wrong knife or cutter is used then it can cause soap to separate or split, please see our FAQ section for further advice on soap slicing, no returns shall be accepted where soap has been damaged when slicing. You must return the faulty items un-opened in their original packaging.
Whenever an item is returned to us please ensure for health and hygiene reasons that products are returned to us unopened in their original packaging. We cannot accept returned of opened or used cosmetic products.
Items sent in error:
In the unlikely event that you are sent an item different to the one which you purchased then we will replace the item upon return of unused, unopened item sent in error. The replacement will only be dispatched once the wrong item has been returned to us and received. Again please ensure that an appropriate trackable method of delivery is chosen via Royal Mail, we will refund the return postage costs in this instance. The item must be returned to us unopened. We cannot accept return of an opened item.
Where you believe an item to be missing from your order you must report the same within 48 hours of the order being received. All items and parcels are checked by two members of staff and so this occurance is very rare. We will aim to rectify the situation where the product can not be located. The replacement item will be sent to you.
Fragrances and Designs
We use three different suppliers for our Fragrance oils and so scents may vary from delivery to delivery. We update our designs from time to time and will always send you the latest design available, we will update photographs on our website of new designs. Once we retire a design we are no longer able to supply it without special request prior to placing your order.
Special Orders - Bespoke Orders - White Label
We are able to create bespoke bath products and soap loaves for you which can be exclusive to you, should you have a requirement such as this please contact ourselves by email at [email protected] please note special orders, personalised items and bespoke orders can not be cancelled following order as they have been created purely for yourself. There is a charge for this service which includes the development of the item, arranging the legal paperwork and licensing of the same. You are able when an item is made bespoke for you choose to the be responsible person for that item. The product will be your product when you have designed the same. If the product is one of our designs and fragrances and you want to have this item white label with your information then there will be a charge for setting up the legal requirements for the same and providing the paperwork for this. Please not when buying a product "naked" of packaging we provide our label and batch information this MUST be made available to your customers for ingredients information and tracability. We are the responsible person for that product and your customer must be aware of this.
Your Right to Cancel your Order and our right to cancel your order.
You are able to cancel your order for any item purchased on this website provided you confirm (in writing) your wish to cancel within a specified period of time. Your cancellation rights expire 14 days from the date you place your order or 14 days following receipt of the delivery, whichever is the later. Please note that you may not cancel personalised items, bespoke items or special order items (such as printed ribbon or custom designs) as they will have been made specifically for yourself. Cancellation of all other items is only deemed served if sent in writing, you may do this via our contact us page, email to [email protected] or in writing to Unit 4 Bolholt Industrial Estate, Walshaw Road, Bury, BL8 1PL.
Upon receipt of your cancellation request, we shall refund you in full as soon as possible where your products have not yet been dispatched (unless they are personalised or bespoke items as listed above), but in any event, no later than 30 days from receipt of your cancellation request, where goods have already been dispatched we shall only refund once the items are returned and received by ourselves, in order to receive a refund the items must first be returned unused, unopened, sealed, in original packaging and in dispatched condition. Please return the same within the cancellation period. The items must be returned to our workshop at Unit 4 Bolholt Industrial Estate, Walshaw Road, Bury. BL8 1PL. Where items have been opened, unwrapped etc they cannot be returned for health and hygiene reasons. Items must be returned at your own expense. Return postage will not be refunded. You must contact ourselves prior to arranging any return. Returns will not be accepted after the expiry of the 14 days, items may not be returned after that time. No item may be returned once it's packaging has been opened.
When returning your item(s), it is important that you contact us beforehand (as stated above) so that we can ensure the parcel when it arrives is credited to your account. Any refund will be sent via the same means as it was paid for - ie to the same debit/credit card etc. We would recommend that any items sent back are sent by a trackable delivery service. When you notify us that you wish to cancel an order we will be happy to send you a pdf with our postal address on for posting to ensure it is sent to the correct address. The cost of returning items to us is not refundable except in certain circumstances as detailed above when an item is faulty or sent in error, in those circumstances the cost of return must not exceed the cost of the initial postage. If you require assistance arranging a return then please contact us. Whatever the reason for returning a product the same must be returned in an unused, unopened, sellable condition before any refund can be processed, no refund can be processed where an item has been opened, used, or sold in part due to hygience reasons. Items can not be returned outside of the period detailed above of 14 days. Items can not be returned when they have been opened, unwrapped or used.
Where we are unable to fulfill an order due to resources we will refund the order in full. Where we are unable to fulfill an order within specified timescales we reserve the right to refund your order. We reserve the right to cancel and refund any order in full or part at any time. Where it is not economically viable for us to fulfill your order we reserve the right to cancel and refund the order at any time.
This does not affect any statutory rights. As stated above this is a B2B website and in purchasing from ourselves you are acknowledging that we a trade website selling to businesses and our terms and conditions are in accordance with the same.