Frequently Asked Questions
Are you the same as BuySoapOnline on eBay?
Are you the same as BuySoapOnline on eBay?
Yes — but shop at our website for the best prices. That's because we don't have to pay eBay, we aren't forced/incentivized to incorporate postage into the price of every item (which means we can lower the base price), and you can benefit from only paying postage once per basket (or getting it completely free on orders over £50). We have also recently significantly reduced our presence on eBay to focus on the website, so our product range there is very limited.
Can I cancel an order?
Can I cancel an order?
If we haven't yet shipped an order, you can cancel it with immediate effect for a full refund — just reach out using our contact form. However, once an item has shipped you will need to follow our returns procedure which will involve paying return postage (unless the item is faulty or not fit for purpose).
Can I check out securely?
Can I check out securely?
Yes. Payments are processed securely through Stripe and PayPal, which means we do not store, access, or receive your card details. All payment information is handled directly and securely by these payment providers. We also offer “buy now, pay later” payment options through Stripe, including Klarna and other supported providers. All connections to and from our site are secure.
How much is shipping in the UK?
How much is shipping in the UK?
Standard Tracked Postage
Our Standard Tracked postage option is the default selection for any order under £50, and costs {postage}. It is usually Evri, but can be Royal Mail 48, depending on what is ordered.
Royal Mail 48 Tracked
Selecting this option means we will always use Royal Mail 48, even when we might otherwise use Evri. It ensures a more premium service if desired, or if Evri is not a good option for the customer. Currently, it's priced at £3.65 — which is cost price to us.
Free postage (orders over £50)
Free postage is offered on any order over £50, no matter how many items are in the order. These parcels are usually shipped as per our Standard Tracked Postage option (above), but if the weight is over 2KG, it will likely use another service that handles heavier orders (eg: UPS or DPD).
Express Postage
Express postage can be purchased at £7.95 for any UK order. These orders will be shipped by 1-day services by UPS, DPD, Royal Mail (Royal Mail Tracked 24), or occasionally other similar carriers. Customers typically receive these orders in 1-2 working days (rather than the 2-3 days offered by other shipping options). The cut-off for same-day dispatch is officially 12:30 PM — but we always go above and beyond when Express Shipping is selected.
Orders placed using Express Shipping at weekends or on public holidays cannot always be shipped until normal business hours resume. In these cases, we are also reliant on the courier companies’ schedules, which may be operating reduced hours.
If we are unable to accommodate Express Shipping, we reserve the right to cancel it and downgrade it to another shipping option.
How does International Shipping work?
How does International Shipping work?
All International Shipping (shipping outside of the UK) is via UPS. Our checkout page is connected to a live rates table for UPS that will give you a quote for your specific destination based on the weight/size of what is in your order.
Current international destinations include:
- USA
- Netherlands
- France
- Germany
- Italy
- China
- New Zealand
- Australia
- Canada
We are still rolling this out on a product-by-product basis. Please note that we CANNOT send any aerosols outside of the UK due to postage restrictions, but if you'd like a product and shipping doesn't appear or says unavalable, please drop us an email and we can configure the product for you.
How fast is Express Shipping?
How fast is Express Shipping?
In most cases Express Shipping will arrive in 1-2 working days (depending on day/time of order), as opposed to 2-3 working days for Standard Tracked Shipping/Free Shipping (on orders over £50).
Express Shipping will always be one of the 1-day services offered by UPS, DPD, Royal Mail, or DHL. Which service we select will depend on order weight, time of day, and day of the week the order is placed. We'll always go with the option that appears to get it to you most quickly given when these factors are all considered together.
Orders placed using Express Shipping at weekends or on public holidays cannot always be shipped until normal business hours resume. In these cases we also depend on the schedules of the courier companies themselves, who may be operating reduced hours. Please visit our Terms & Conditions for more information about Express Shipping.
How long does Standard Tracked Shipping take?
How long does Standard Tracked Shipping take?
We dispatch items every weekday. Small orders (up to 2kg) are shipped with Royal Mail Tracked 48, or occasionally EVRI. In rare cases, we may use Yodel. All standard parcels take 2-3 working days to arrive, and full tracking is available on request.
Larger orders (over 2kg) will be sent by DHL, DPD, Royal Mail 24, or UPS. These are also fully trackable and usually arrive within 1-2 working days.
Tracking will usually be added to your order automatically, and emailed to you as a note, but due to technical limitations, this is not always possible. Please reach out using our contact form to get tracking details if you don't receive tracking information and would like to track your order. Any order can be upgraded to express by selecting 'Express Shipping' when you checkout.
I need the item quickly! Can I upgrade shipping?
I need the item quickly! Can I upgrade shipping?
Yes, all UK orders can be upgraded to Express Shipping! It's £7.95, and will ensure any order up to 10KG will arrive in approx. 1-2 working days, depending on the day/time of your order. Orders placed using Express Shipping at weekends or after our cutoff time on a Friday may not be dispatched until the following Monday. This is due to how our chosen express couriers operate in our area. However, you're always more likely to receive the order by Express faster than if you select Standard shipping.
I see an item in your eBay store that isn’t here – can I still get a discount on it?
I see an item in your eBay store that isn't here – can I still get a discount on it?
Yes. While we endeavour to have all products available at BuySoapOnline.com directly, we understand that in rare cases there may be exceptions. If you do find items that exist in our eBay store that are not here, reach out via our contact form. We'll give you a quote for the product(s) you'd like to buy, and either create a new listing for the product, or send you a PayPal invoice.
What are your Loyalty Points, and how do I collect them?
What are your Loyalty Points, and how do I collect them?
Points are applied automatically to all orders if you have created an account. Points can be applied to future orders for discounts. Find out more details on our Loyalty Points page, or the finer details in our Terms & Conditions.
What countries do you ship to?
See our full guide to International Postage.
We are based in the UK, and so our lowest shipping options are for the UK. This includes Standard Tracked Postage for £2.95, and free postage on orders over £50.
We also ship to:
- USA
- Netherlands
- China
- Germany
- France
- Italy
- Australia
- Canada
- New Zealand
These services are exclusively provided by UPS, and are live fed to your basket based on the contents.
Please note: Due to courier restrictions, we are unable to ship aersols internationally.
What should I do if there’s a problem with my order?
What should I do if there's a problem with my order?
If there's an error in an order that hasn't been shipped, reach out to us as soon as you can using our contact form. If we can stop the shipping process we can amend or cancel your order with immediate effect. If your order has shipped, you will need to follow the returns procedure listed in our Terms and Conditions.
If there is something wrong with your order on arrival, reach out to us using our contact form, and we'll get back to you as soon as we can with a solution based on the issue.
If your parcel is delayed, and/or you suspect it might be missing, please follow the steps in the Missing/Delayed Parcels section of our Terms & Conditions.
What is BuySoapOnline.com?
What is BuySoapOnline.com?
BuySoapOnline.com is an independent business selling luxury soap, shower gel, deodorant eau de toilette, shaving foam, face creams — and much more!
We want to make it easier and more efficient to buy soap online. Our aim is to provide affordable soaps, cosmetics, EDTs, and shower gels with reasonable shipping and to always have a good, consistent product range. We started as an eBay store, but shopping directly means the same fantastic products at a lower price.
Check out securely using PayPal or entering your debit/credit card details (processed using Stripe), and get access to even more when you create an account with us.
What is Standard Tracked Shipping?
What is Standard Tracked Shipping?
Our Standard Tracked Shipping option means we'll (almost always) use Evri, or Royal Mail — both services can be tracked on request. Standard Tracked Postage is currently {postage}, or free on any orders over £50. Occasionally, we may use another service depending on product, size, speed, or other factors. The couriers will always offer an equivalent service and will be chosen based on what works best for your order. You can guarantee we use Royal Mail 48 by choosing to pay a little more at the checkout.
What is your returns policy?
What is your returns policy?
Items may be returned within 30 days if they are unopened and in the condition that they were when we sent them. If the return is due to a fault, or error on our part, we will cover the cost of return postage. For unopened products that are being returned due to a change of heart (or similar), the buyer must pay the return postage. All refunds will be issued once the products are received back, and in the case of products being returned as 'unopened' due to a change of heart, at our discretion.
You may be asked to provide picture evidence of faults as part of our returns process. See our full process on our Terms & Conditions page.
To enquire about a return, reach out to us via our contact page.
What’s the difference between the Standard Tracked Shipping and Royal Mail 48 options?
Our Standard Tracked postage option is the default selection for any order under £50. It is usually Evri, but can be Royal Mail 48, depending on what is ordered. Selecting Royal Mail 48 specifically (when you check out) means we will always use Royal Mail 48, even when we might otherwise use Evri. It provides a more premium service if desired, or you can avoid Evri. Upgrading to ensure Royal Mail 48 costs a little more at the checkout, but it's actually cost price to us (we do not make a profit on Royal Mail 48 upgrades).
In which countries do you operate?
In which countries do you operate?
We are a UK-based business, and primarily sell to that market, but also offer shipping to the USA, and Netherlands. These options can be found when you check out from these destinations. For both, we ask that you choose the postage based on the approximate weight of the purchased items.
