WHAT IF MY PRODUCT ISN'T DELIVERED?
For undelivered orders, our shipping service provider, Royal Mail, asks you must wait 20 days from the date the package was expected to be delivered. From that point we may be able to claim back the postage or track down the missing item.
All claims are to be filed with our company email found on our contact page and will be dealt with on a case by case basis. We require your full name for the initial order and the full address for the delivery. We do not offer refunds under any circumstances.
We highly recommend checking your local post office.
MY ORDER HAS ARRIVED DAMAGED
Oh no! We're sorry to hear your order hasn't arrived in practically perfect condition!
Unfortunately due to the nature of our products and the delivery process, some things may crumble, crack or smash. It's rare, but it happens.
If your product is damaged, please contact us regarding the state of the product and include your order number, name and photos of the product. Products deemed unusable (e.g. smashed candle) may be replaced. If a product is still usable (e.g. slightly crumbled bath bomb) this will still work as intended, even with any new scars. This is common when ordering bath bombs from any online store, including the biggest companies in the industry.
Bath Bombs are incredibly delicate products made of powder. Due to this any slight bump or knock could cause cracks in the product. Even though it may not be 100% aesthetically perfect the bath bomb will work exactly as intended.
No case can be dealt with if the product has been used/partially used.
HOW LONG DOES SHIPPING TAKE?
Shipping times differ depending on what service you select at check out and where you are located. We offer several different services with both tracked and untracked options. Due to unforeseen circumstances, delivery may take longer than estimated. The estimates are based on when the product is collected by the post office - not when your shipping confirmation is sent (this is usually a day ahead of collection).
Please be aware some packages may require the recipient to pay a customs tax fee before delivery can be completed.UK
HOW MUCH DOES SHIPPING COST?
The easiest way to find out how much shipping will cost is by adding a product to your cart and putting in your address. Different products (due to weight) and different areas of the World have individually priced shipping.
DO YOU SHIP INTERNATIONALLY?
Of course! We don't want your location to be any reason not to enjoy our products! We regularly make shipments to France, Spain, Belgium and the United States.
Your location may limit the size or contents of your order due to shipping restraints.
WHERE IS MY ORDER COMING FROM?
We are located just down the road from Blackpool, England.
DO I HAVE TO PAY CUSTOMS FEES?
With the uncertainty of Brexit, some customers outside of the UK may have to may a customs fee/tax before being able to receive the package.
This fee is to be paid by the recipient and not by SOAP Collective.