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.

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 £2.85 for standard Royal Mail Second Class/48 postage (2-3 working days). Standard postage is free on orders over £50.

Express postage will be applied automatically on orders over 2KG, but can be purchased at £7.65 for any order. These orders will be shipped by DHL, DPD, or UPS and are typically received within 1 working day, although this does depend on your order time and address.

Tracking

All our orders have tracking information available, but due to a system limitation, we are currently unable to automatically supply it automatically with every order. If you require it, please get in touch using our contact form, but please read our guidance for missing/delayed parcels first.

Missing/delayed parcels

We choose trusted couriers, and the vast majority of our parcels will be 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 2023 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 send you the tracking information we have, and confirm when the order was dispatched.
  3. 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 not guaranteed. 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 know from years of experience how reliable they are. When they say parcels have been delivered, especially now most use GPS tracking, we are most likely to go with what the courier is telling us. 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, they may need to speak to the courier directly to find out what has happened. We will try to open an enquiry from our side (depending on process set out by the courier), but as a starting point, we are likely to ask buyers to check with their local postman or delivery driver and/or ring their local office. After we have received, or otherwise sourced as much information as possible about the situation, we will make a decision based on each case individually.

It’s worth noting, all express parcels are insured meaning a resolution will be expedited due to the more diligent process in place.

In all cases, we reserve the right to refuse a refund where we feel delivery fraud is being attempted.

Returns Policy

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 breakages within 24 hours of confirmed delivery. You may be asked to provide picture evidence of faults as part of our returns process.

If we deem there is a product fault likely to have been 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 (if necessary). Each return/replacement will be considered on a case-by-case basis, as we know no two situations are identical. All refunds will be issued once the products are received back, and in the case of products being returned as ‘unopened’ (see below), at our discretion.

Returns may be accepted for a ‘change of heart’ or ‘mistake when purchasing’ within 15 days. 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 to directly 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

From May 18, 2022, 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 limitations.

Only one use per customer. Coupon codes on fliers are for one use only. It is a manual process to impose the limit of 1 restriction in these cases. If you process an order with a flier coupon that you have successfully used previously, we reserve the right to cancel the order and issue a refund.

We reserve the right to withdraw coupons at any time, or refuse them for any reason.

If you are having an issue 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.