Terms & Conditions

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BuySoapOnline Ltd is a VAT registered company based in the UK. Company no: 13290869

General BuySoapOnline.com Conditions

We pride ourselves on running a fair, safe business and have had many happy customers (rated Excellent on TrustPilot and with over 5000 positive feedback on our eBay store). Please get in touch if there are any problems with your order using our contact form. We will always respond in a timely way, and do everything we can to resolve any issue you may have with either your order or delivery.

Here are some general terms you agree to by purchasing from Buy Soap Online (don’t worry, these are just formalities):

Any offers listed on BuySoapOnline.com can be removed or voided at any time by BuySoapOnline Ltd without explanation. This is incredibly rare, and will only happen if there is a payment discrepancy, stock issue, or other reason we are unable to fulfil an order.

We have the right to refuse any sale for any reason. If a sale is refused, all money will be returned, and the transaction will be cancelled.

UK VAT is included in all product prices quoted. If you require a VAT receipt (for business purchases), these can be requested by using our contact form.

UK Postage rates explained

Parcels are usually dispatched between 12pm and 1pm (depending on number of orders) every working day. All early-mid morning orders will leave on day of purchase ensuring a timely delivery, even where Standard Tracked Postage is used. Typically, Standard Tracked orders are sent by Royal Mail Tracked 48, but some orders are sent by Evri or, on occasion, Yodel’s/InPost’s standard tracked services. The couriers will always offer an equivalent service and will be chosen based on what works best for the specific order.

Tracking will often be added to your order automatically, and emailed to you as an order note, but due to technical limitations, this is not always possible. Please reach out using our contact form to request tracking details if you haven’t received the tracking information at the time your order is marked as dispatched.

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 recieve these orders in 1-2 working days (rather than the 2-3 when choosing Standard Shipping/Free Shipping (orders over £50)). The cut-off for same-day dispatch is offically 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 schedules of the courier companies themselves, who may be operating reduced hours.

If we are unable to accomodate Express Shipping, we reserve the right to cancel it and downgrade it to Standard Tracked Shipping.

Express Postage refers to the type of postage we apply to the order when this option is selected by the buyer, and is not a guarantee of delivery within a set timeframe. While every effort is made to ensure Express Postage orders are delivered to the buyer as quickly as possible, we make no formal guarantee of this, as the delivery itself is outside of our direct control.

USA & Netherlands Postage rates explained

We are currently reviewing our international postage process with the goal of shipping globally in the coming weeks. While we make these changes, our previous shipping options for the USA and the Netherlands have been deactivated. We apologise for any inconvenience caused.

Tracking

For most orders, Royal Mail 48 or EVRI Tracking will be emailed to you automatically.

Occasionially, if we use a different courier, or your spam settings are set to high, this may not happen. If you don’t receive a tracking number but require it, please reach out using our contact form.

Missing/delayed parcels

We choose trusted couriers, and the vast majority of our parcels are sent using Royal Mail. Some (express postage, and larger orders) may be shipped with DPD, UPS, or DHL. We trust the couriers we use, but we do understand that things can go wrong.

Here is our current process for missing/delayed parcels:

  1. Please allow a few extra days than you are expecting for the parcel to arrive. Usually, delays are not due to us dispatching late, but instead because of increased traffic in the courier’s network, or other staffing/location issues outside of our control.
  2. Reach out to us using our contact form so we can check the tracking information we have, and raise any preliminary inquiries with the courier.
  3. If a parcel is suspected missing, for Standard Postage, we will need to wait for the time indicated by the service provider. (For example, in the case of Royal Mail, it would be based on Royal Mail’s terms and conditions: 10 working days from the due delivery date). After this time stated by the courier (or the time specific to your investigation) has elapsed (whichever comes first), we will consider the parcel lost. At this point, we will issue a full refund (including postage), or send out replacements (depending on customer preference). We may, in some cases, issue refunds earlier than required.
  4. For Express Postage options, we will supply all evidence and then await their final decision. The time for this can vary depending on the case.

Parcels where tracking indicates a successful delivery but the buyer claims it was not received

We take delivery security seriously. All parcels are sent using fully tracked services, which typically include photographic and GPS confirmation of the delivery location. Couriers are integral to our business, and we select them carefully to ensure reliability.

Where courier tracking confirms that a parcel has been delivered, we will normally rely on that evidence, particularly where detailed proof is provided. However, we recognise that errors can occasionally occur.

If tracking indicates successful delivery but you believe you have not received your parcel, we will:

  • Share all available information with the courier and request a formal investigation.
  • Ask you to check with local delivery staff or your delivery office, as parcels are sometimes held nearby.

Once all evidence has been gathered, we will review the case individually. Please note that this process may take time, depending on the courier’s response.

We remain committed to fair outcomes. However, where we have reasonable grounds to believe delivery fraud is being attempted, we reserve the right to decline a refund or replacement.

Incorrect, missing, or damaged items

If an order is incorrect, has something missing, or arrives damaged, please let us know immediately via our contact form. We can only consider missing or damaged items reported within 24 hours of confirmed delivery and accompanied by a photo of what you received, including all packaging. Picture evidence of damage is part of our returns process.

If we see there is product damage caused by the courier, or an error on our part, we will cover the cost of return postage, supply a new item(s), or offer a partial refund depending on situation/preference of buyer.

For missing items, we will need to open a claim with the courier, and we will go with their findings in these cases.

Suspected Faults

If your item doesn’t fall into the categories listed above but you believe it has a fault or quality issue, please reach out using the contact form.

We will first review the issue by checking comparable stock and, where relevant, speaking with our suppliers about any known batch concerns. Depending on the outcome of this review process, we may ask you to return the item for assessment. Once the item(s) have been inspected, a refund will be issued if the fault is confirmed.

Please note that natural variations in packaging, colour, or fragrance are not considered faults. Batch differences are a normal feature of the products we sell, and by placing an order you accept this as part of the purchase.

Returns

In any case where items are being physically returned, refunds will only be issued once the products are received back, and in the case of products being returned as ‘unopened’, at our discretion (full details below).

‘Unopened’ returns

Returns may be accepted, at our discretion, for reasons like a ‘change of heart’ or ‘mistake when purchasing’ within 14 days of checkout.

However, items must arrive back to us in exactly the same condition in which they were purchased. We may refuse an ‘unopened’ return if we believe the item could have been used, tampered with, or if we have another cause for concern. Unopened returns are only considered where the buyer agrees to pay the return postage. The service must be tracked to ensure safe delivery.

Fulfillment

Some products are fulfilled/fulfilled by third-party suppliers, but that does not change your ability to return in all the instances described above.

To enquire about a return, reach out to us via our contact page.

GDPR & Privacy Policy

We are fully GDPR compliant. You can read our full GDPR compliance statement here. You will only ever receive communications from us directly related to your order unless you have manually subscribed to our mailing list, in which case you will receive our in-house offers approximately once a month, with the option to unsubscribe in every email.  All credit/debit card transactions are processed by Stripe or PayPal (depending on which you choose when you check out) so we never see, or have access to, card details, which also means they are not stored on our servers.

Address information will only ever be used directly to help us process an order:

  • Couriers, to allow for communication for delivery
  • Suppliers who fulfill some orders on our behalf — we have a trusted network of suppliers that may send orders directly in some cases.

Additionally, our system is connected securely to TrustPilot so that you can review us. You can unsubscribe from TrustPilot’s emails on their website directly if you wish.

We use Brevo as our marketing platform. By purchasing from us, you agree that the personal data you provided will be transferred to Brevo for processing in accordance with Brevo’s Privacy Policy.

Loyalty Reward Points

Currently, you will be awarded 1 point per pound you spend in our store. 100 points entitles you to £1 off future purchases, and so on.

Points can be used only against future orders, and cannot be exchanged for cash under any circumstances. For refunds on orders where points were used, only the cash amount will automatically be refunded, however, we can reissue points manually on request.

We reserve the right to remove points for any reason. For instructions on how earn and redeem coupons, visit our FAQ page.

The rewards system is constantly evolving, and we reserve the right to remove or change it at any time. If this occurs, we will do our best to issue coupon codes for the amount earned in points (where possible).

Points will expire if no orders are placed on any given account within nine months. You will receive two reminder emails before this occurs.

Coupon Codes

The following restrictions and terms refer to ANY current coupon code issued by buysoaponline.com

All coupon codes are subject to their own limitations, usually stated when they are issued, but feel free to reach out to us if you’d like to check what these are.

We reserve the right to withdraw coupons at any time without notice, or refuse them for any reason.

Only one use per customer. Most coupon codes we issue are limited to one per customer. If we suspect multiple accounts (etc) have been used to activate a discount more than once, we reserve the right to cancel an order, or invoice the difference.

If you are having a problem with a coupon code you believe is valid, and that you have not used before, please reach out to us, and we will look into the issue for you.