Terms & Conditions
BuySoapOnline Ltd is a VAT registered company registered in the UK. No: 13290869
General BuySoapOnline.com Conditions
We pride ourselves on running a fair, safe business and have had many happy customers (over 3000 positive feedback left on our eBay store and an ‘Excellent’ rating on TrustPilot). Please get in touch if there are any problems with your order using our contact form. We take all cases seriously and assess them on a case-by-case basis using all the tracking information we have where problems arise.
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 or stock issue.
We have the right to refuse any sale for any reason. If a sale is refused, all money will be returned, and the transaction 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 Postage is used.
Postage is charged per basket at a flat rate of £3.29 for standard Royal Mail Tracked 48 (2-3 working days). Standard postage is free on orders over £50.
Express postage can be purchased at £7.95 for any UK order. These orders will be shipped by DHL, DPD, or UPS and are typically received within 1-2 working days, although this does depend on your order time and address. If items are ordered at the weekend, or after our 1 PM cut-off on a Friday, they will usually be dispatched the following Monday due to our local collection times.
USA & Netherlands Postage rates explained
We ship orders up to 2KG to the USA and the Netherlands — all fully tracked using Royal Mail International Tracked. You will automatically find International Postage options when you check out from these locations. These are based on weight, and are all the standard International speed (we can’t offer express postage internationally).
Please choose the postage rate you believe best reflects the weight of the items you’re purchasing plus the packaging weight. If you over-estimate, we will refund you the difference, but if you do not select enough postage, we will reach out to you for the correct amount. We reserve the right to cancel the order if insufficient postage is paid.
Orders over 2KG may not be possible, and we’ll reach out to you if we need to cancel or amend an order in these situations.
Please get in touch using our contact form if you have any questions about US postage.
Tracking
For most orders, Royal Mail 48 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 process, as of 2024, for missing/delayed parcels:
- 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.
- 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.
- If a parcel is suspected missing, for Standard Postage, we will need to wait for the time indicated in Royal Mail’s terms and conditions (10 working days from the due delivery date), and then we can consider the parcel lost. At this point, we will refund you, or send out replacements (depending on your preference). In some cases, we may also choose to expedite refunds for the Standard Postage process, but this is at our discretion. For Express Postage, the more formal processes put in place by the carriers may expedite/improve the process.
Parcels where tracking indicates a successful delivery
As a business, we need to protect ourselves from those who take advantage of the online purchasing process. We rely heavily on couriers, and they are integral to our business. We have selected them carefully, and also send items fully tracked.
When couriers say parcels have been delivered, especially now most use GPS tracking, we reserve the right to go with what the courier is telling us, especially where extensive evidence is provided by them. However, in rare cases, we know they can get it wrong.
In cases where the tracking says a delivery has been successful but the buyer claims not to have received the item we will reach out to the Courier with all the information we have. We will likely also ask buyers to check with their local postman or delivery driver as well, and/or ring their local delivery office.
After all evidence has been gathered, we will decide based on each case individually. This could take some time depending on the courier’s responses, but we will do things as quickly as we can.
In all cases, we reserve the right to refuse a refund where we feel delivery fraud is being attempted.
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 faults are part of our returns process.
If we see there is a product fault/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.
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 may occasionally be 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 occasionally fulfill certain 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 also use Mailchimp as our chosen contacts management system — but only subscribers to our email list will receive promotional emails via Mailchimp.
Loyalty Reward Points
Currently, you will be awarded 1.5 points 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.
The rewards system is still in its trial phase, and we reserve the right to remove it at any time. If this occurs, we will do our best to issue coupon codes for the amount earned in points (where possible).
We reserve the right to remove points for any reason. For instructions on how earn and redeem coupons, visit our FAQ page.
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 were issued, but feel free to reach out to us if you’d like to check anything.
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.
