Terms & Conditions

This website (wholesalehandmadesoap.co.uk) is a trading name of The Soap Shop Ltd  and is designed and managed by The Soap Shop Ltd. In these terms and conditions any reference to “we”, “we’re”, “our”, “ourselves” or “us” refers to The Soap Shop Ltd and in using this website and/or ordering products from us, you are agreeing to abide by our terms and conditions as set out below.

We are a business to business wholesale only supplier, therefore all transactions entered into our classed as business transactions.

Our Address: For all correspondence The Soap Shop Ltd, 960 Capability Green Business Park, Luton, Bedfordshire, LU1 3PE, United Kingdom.

1. Privacy & Marketing

1.1 Privacy & Cookies We have a separate Privacy Policy which can be viewed here.

1.2 Marketing We also securely maintain our own marketing database which is solely for our use and it is not sold on to any third parties nor is it used to promote any products/services outside of our direct portfolio. You can opt-in to our marketing at any time by e-mailing us on info@thesoapshop.net , equally you may opt-out by e-mailing info@thesoapshop.net . We will automatically store your details for future marketing if you make an enquiry, register for an account or make a purchase with us.

2. Order Management

2.1 Registration To shop with us please register your details via our ‘Account’ button for instant access to purchase online. We only accept business customers and you must register legitimate business details in order to obtain our products. 

2.2 Order Timescales We do make every product freshly to order, therefore our products take time to be made. We will always provide an order lead time estimate on our homepage and on your order confirmation. This is an estimate and whilst we use our best endeavours to meet or exceed this estimate on occasions we may not meet this lead-time.

2.2.1 Order Updates All order updates are sent via email where possible, we will endeavour to update your order status and inform you of delays, however it is extremely normal to only hear from us three times during an order lifecycle, once to supply an order confirmation and secondly to update your order into processing and finally to advise of order dispatch. If you have not heard from us, please don’t worry as we are busy working on your order.

2.3 Ordering To place an order you must complete your transaction through our secure payment facilities managed by Paypal or SagePay and that your orders are made by the credit or debit card holder and sent to the address registered with the holder.

2.4 Order Confirmation Once your order has been placed and paid for you will receive an e-mail within 12 hours, this confirmation contains critical information about your order, product ingredients and lead-times. We will also provide updates to your order on at least two further occasions. Technology can fail us, albeit rarely, therefore if you have placed an order but you have not had your order confirmation please do let us know.

2.5 Order Fulfilment We are human and sometimes we do make genuine mistakes, this may result in an order being delayed, or part of an order not being fulfilled. Whilst we cannot be held liable for this, we will do all we can to rectify any mistakes and will contact you immediately if we realise any errors prior to your order being dispatched. As all of our products are made in small batches to ensure ultimate freshness, occasionally something you have ordered maybe unavailable. If this occurs and we have any available replacement products we will do all we can to contact you and offer an alternative product.

2.5.1 Order Credits. If we have no alternative products or we are unable to contact you, then our standard process is to issue a credit. We will note your order with a credit symbol and raise a manual credit on your account for you to use on your next order. You will be issued with a code to use for your next order via email within 5 days, if you do not receive your credit note please contact us.

2.5.2 Order Refunds. If a credit is not acceptable to you, please advise within 48 hours of your delivery and we will arrange a refund.

2.5.3 Product Variance. Whilst we will always maintain the fragrance and ingredients of our products, it is possible for the colour or design of a product to vary (albeit very slightly) however this is the nature of everything being handmade and we accept no liability for faulty or damaged goods in this instance.

2.6 Telephone Orders If you would prefer not to place your order on-line then you can simply telephone your order to us on +44 (0) 1582 967426, are office is open Monday to Friday 9am to 6pm. We’re always happy to help whether providing further product information or advice on skin-care, alternatively you can view our FAQ’s or e-mail us on info@thesoapshop.net with any questions.

2.7 Order Amendments Due to certain system restrictions we are not able to make amendments to your order, therefore if you wish to change your order we request that you call us on +44 (0) 1582 967426 so we can arrange to cancel your order and create a new one.

3 Quoted Prices & VAT

3.1 Prices All our prices as stated on our website are in pounds sterling (£), GBP (Great British Pounds) and you will be charged in pounds sterling even if you don’t live in the UK.  We are VAT Registered and VAT at the prevailing UK rate, currently 20% since 4th January 2011 will be added to your order at the checkout for UK Businesses. All products remain our property until paid for in full.

3.2 Discounts We do not offer any discounts on our pricing

3.3 Recommend Retail Price (RRP) We do not stipulate an RRP for our products, however we recommend a minimum of a 100% mark-up. Therefore, if you purchase a product from us for £2.50 we believe you should be able to sell this product in the retail market for £5.00

3.4 European VAT If you are a registered for VAT relief in the EU then VAT will have been inappropriately added to you order at the checkout, we would ask that you place your order utilising our ‘manual payment processing’ option. Once we receive this order we will contact you to accept your European VAT number and then deduct the VAT before taking payment from you.

3.5 Manual Payment Processing If you request manual payment processing your order will be processed via PayPal or PayPal Here.

4 Cancellations & Returns

4.1 Cancellations All orders placed  with us are legally binding, therefore if you do wish to cancel an order, please call us on +44 (0) 1582 967426 to inform us as soon as possible.

4.1.1 Cancellation Refunds We reserve the right to impose a reasonable fee for the processing of any refund where a cancellation of an order is made, we will only do this where a charge to process a refund is past to us by our payment provider SagePay/Elavon Merchant Services. For transparency these fees vary depending on the card you use to place your order; Visa Debit – 1.18% of the full transaction value Mastercard Debit – £0.58p unlimited value Credit Card – 3.98% We will inform you at the point you request a cancellation of the fee associated and allow you to make the decision as to whether you wish to continue with the refund or allow the order to be processed under our usual terms and conditions.

4.2 Returns Once an order has been dispatched we will only be able to refund you upon receipt of the returned items. If you want to return your order to us it must reach us within 7 working days from the day after the day you received it.  Once received we will process your refund within 7 days of receiving your return and cancellation advice. Please note that if you are returning the goods because you have changed your mind then please be aware we will not be able to refund the postage or the cost incurred for returning the goods. As we will only accept returns arranged via our own collection method the charges for this will be your liability and deducted from your refund.

4.3 Damages If your order is received damaged we would ask that you contact us as soon as possible to arrange a refund, replacement or return. Once again we must stipulate that any returns must be sent to us within 7 days. As all orders are insured in the unlikely event of damage occurring for any reason in transit, we can submit the necessary claim with the appropriate incumbent. In order to instigate a claim we will require notification within 48 hours of the delivery this can be via email or phone, we would also require photographic evidence of the damaged products in the packaging they arrived in. There is no need to return the products to us and in most cases we will issue immediate action to reproduce, credit or refund your order, however in some cases we may need to wait until the claim is investigated. As always we will keep you fully informed of the progress.

4.4 Missing Items In certain circumstances we will despatch orders with some items missing to either meet deadlines or because certain ingredients were unavailable, see section 2.5. In cases where the wrong products have been received, please contact us we will work with you to resolve the matter.

5. Delivery Information

5.1 Delivery Our delivery charges include a minimum of one re-delivery attempt should you be unavailable to receive the goods on the first occasion. Subsequent to this we may be contacted by our carriers to discuss how we wish to handle further delivery attempts. Where this becomes a chargeable event we will contact you to discuss prior to incurring costs. Please note any agreed costs incurred will be charged to you, in addition to your original order charges. If you decide at this stage to refuse delivery then the order will be returned to us. A minimum surcharge for handling this return of 20% will be deducted from your refund.

5.2 Free Delivery Our free delivery policy is for orders exceeding £200 ex.VAT and is subject to re-delivery conditions as laid out in 6.1. Free is delivery is applicable to UK Mainland only, for the avoidance of doubt this does not include; Northern Ireland, Scottish Highlands or any UK Islands such as Isle of Man or Isle of Wight. We allow a degree of freedom and goodwill throughout our ordering process, however we trust our customers will select the correct shipping option when placing an order. If when placing you order you incorrectly select a free delivery option we will not start the manufacture of your order nor arrange despatch until the appropriate delivery fees are paid.

6. Liability Confirmation

6.1 Liabilities We shall not be held liable for any costs for the non delivery of orders or goods within a specified timescale, nor for the cost of the return of goods. Therefore, third party liability is not regarded under our liabilities, this includes associated business running costs, such as rent, bills or other costs such as customer refunds.

6.2 Rights We reserve the right to update these conditions without prior notice.

6.3 Changes We reserve the rights to change or update our product(s) at any time, this may be as simple as a small colour alteration or ingredient update through to an addition or removal of a single product or product line. As our products are handmade freshly to order, some slight variances in colour and design may occur through that process which are outside of our control. We will endeavour to update our website to reflect changes and we will not be held liable for these changes.

6.4 Right of Sale We reserve the right to provide locality and online marketplace exclusivity as we see fit and therefore any customer seeking exclusivity should be advised to contact us prior to committing to any purchase. Additionally we reserve the right to allow customer to operate on online marketplaces, such as, Wowcher, Ebay and Etsy and other platforms under strict approval only.

6.5 Sales outside of the EU Our products are exclusively for sale within Europe only. Exportation to countries outside of Europe is prohibited unless we have granted you written permission.

6.6 Cutting & Labelling We offer a comprehensive cutting, wrapping and labelling service for customers who wish to carry The Soap Shop Ltd brand. If however you choose to create your own brand we do offer our soap products unlabelled, which affords you the opportunity to cut, wrap and label yourself. Please note whilst our soap is of extremely high quality and is suitable for cutting, we only recommend cutting with a sharp, thin bladed, quality kitchen knife. Damages, including soap splitting or coming apart which is caused by soap cutters, kitchen knives or any other product will not be deemed as liable for refund or replacement and you choose tout at your own risk.

7. Intellectual Property

7.1 Copyright & Trademarks All Products, Pictorial Designs, Website Text and Background Design,  are the express and exclusive property of The Soap Shop Ltd and all are protected by the relevant UK copyright and trademark laws. Trademarks owned by organisation other than The Soap Shop Ltd are governed by those organisations.

7.2 Replication of Business Our business is not to be replicated, in part or whole. Any information is provided and presented to aid our customers with the requisite knowledge to sell products manufactured by us and sold to them is not to be distributed, replicated or used in any way to induce business sabbotage or industrial espionage