Frequently Asked Questions
Are you the same as BuySoapOnline on eBay?
Yes — but you've come to the right place to get our best prices. When you shop directly at BuySoapOnline.com you benefit from much lower prices because of our postage capping (meaning a basket of any size is £2.85 or free on orders over £50), and the fact we don't have to pay other fees associated with eBay. Before we were BuySoapOnline we also traded as MailOrderSoap.
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?
Yes. Payments are secured by PayPal and Stripe — trusted stalwarts of eCommerce. Our website is also secured by an SSL Certificate to ensure all connections are encrypted.
How much is shipping to the UK?
Orders under £50
Standard shipping is capped at £3.29 for Royal Mail Second Class or 48. Buy as much as you want to and only pay £3.29 per order, apart from on orders over £50 where postage is free (see below). We've worked hard to bring you the best shipping price possible, and this is a huge advantage over our eBay store, and other eCommerce stores.
Orders over £50
Standard shipping is automatically FREE on any order over £50 (selected by default at the checkout),
Additionally, heavier orders (over 2KG) are usually shipped by an express service, such as DHL, UPS, or DPD, but this is not guaranteed unless express shipping is selected.
All standard shipping parcels are dispatched the same weekday when ordered before 12:30 PM.
Express Shipping — £7.95
You can upgrade shipping on any order to Express. This is also capped, but at £7.95, on orders up to 10KG (that's pretty heavy, don't worry). In most cases express shipping will arrive in 1-2 days (depending on day/time of order), as opposed to 2-3 days standard shipping.
Express shipping will be as fast as we can get it to you by UPS, DPD, or DHL. This will depend on weight, time of day, and the day on which the order is made (for example, if placed on a Sunday, even the express couriers don't collect from our local stops).
As with standard shipping, the cut-off for same-day dispatch is 12:30 PM.
How does shipping to the USA & Netherlands work?
We can ship orders up to 2KG to the USA and Netherlands, and will post using Royal Mail International Tracked. Postage options will appear automatically when you check out from these locations. The differences in price are based on weight, not speed. They are all sent at the 'International Tracked' speed, which varies depending on destination (we can't offer express postage internationally).
Please choose the postage rate that best reflects your order based on the items you're purchasing, plus the packaging weight. If it turns out lower, we will refund you the difference, but if you do not select enough postage, we will reach out to you for the correct amount. For full information see our Terms & Conditions page.
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 shipping.
Express shipping will be as fast as we can get it to you by UPS, DPD, or DHL. This will depend on weight, time of day, and day of the week the order is placed
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 are still likely to receive the order faster than using our standard shipping method.
How long does standard shipping take?
We dispatch items every weekday. Small orders (up to 2kg) are shipped with Royal Mail Second Class or 48. Parcels sent Second Class or 48 tend to arrive in 2-3 working days, and include a delivery report. Larger orders (over 2kg) will be sent by DHL, DPD, or UPS. These are fully trackable and usually arrive within 1-2 working days.
If you would like your reference number for any large order or would like to us to check the status of your Royal Mail Second Class order, please reach out using our contact form. You can also upgrade any smaller order to an express service by selecting 'Express Shipping' when you checkout.
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?
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?
In September 2021, we introduced a loyalty program for our customers. Points are applied automatically if you have created an account. Find out more details on our Loyalty Points page, or the finer details in our Terms & Conditions.
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?
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 your returns policy?
Items may be returned within 30 days if they are unopened. 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', at our discretion.
You may be asked to provide picture evidence of faults as part of our returns process.
To enquire about a return, reach out to us via our contact page.
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.
