Returns, Refunds & Exchanges
Policy
AVAILABILITY
We try to keep our site as up to date, however, we cannot guarantee that all our products will always be in stock all year round. If an item is out of stock, we will aim to deliver within 28 days. If we cannot dispatch an item to you within the 28 days, you can request a cancellation and we will cancel the order and refund your money in full.
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ORDER CANCELLATIONS
For most items on our website, you have the legal right to cancel your order within 7 working days of receiving the goods if they are Not Personalised Products. If you wish to cancel your order you can notify us by contacting our customer services within 12 hours of ordering.
You cannot cancel your order if the goods that you have ordered have already been dispatched, are perishable goods, or if the product is personalised or custom made to your requirements.
Due to the nature of our products, they are immediately sent for production. Please check your order during the order process and the confirmation email carefully (you may also print a copy of your order upon payment if you are registered with us) as we cannot refund or cancel your order for personalised products which have been misspelt, you have had a change of heart or ordered the wrong size for personalised goods.
Please note that we do not proofread or check personalisation’s due to our automated system and the product may come blank or with fixed design or fixed text if you do not enter any personalisation.
Cancellations, refunds & exchanges (if applicable) can only be made to the original purchaser to the exact funding source used at checkout on the original purchase.
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DELIVERY
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Mainland UK ONLY
Physical Products:
We deliver to destinations within UK only currently, however this may change in the future. We will deliver the goods ordered by you to the address that you have given us during your order process. We endeavour to dispatch goods on the day we specify within the product page, however, we cannot guarantee every order is dispatch on that day or accept liability for deliveries made outside specified lead times. We also cannot accept liability or costs incurred due to failed or delayed deliveries where goods are sent directly from our manufacturers or for delays in the delivery caused by any third party. Dispatch times shown on the product description pages are indicative only, may vary during peak times or if the item is out of stock.
Orders will be dispatched with your chosen delivery method or for larger parcels via a tracked service at the discretion of us. Goods returned described as undeliverable, re-delivery not arranged, uncollected for the main collection point or not collected from the sorting office/collection point, will be subject to a redelivery charge. We reserve the right to wait up to 10 working days from the date of dispatch before replacing an undelivered item or 14 working days over busy periods like Easter, Christmas etc….
If you do not receive your order within 28 days from the ordered date, we do not take liability unless you notify us in writing or by email within 30 days from the order date.
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To Replace earlier then 10 Working Days is at the discretion of Soaping Station.
* Standard 1st Class Post via Royal Mail
*Courier Tracked
Your item will be delivered via courier tracked service.
*Next Working Day
Next working day delivery is available for some of our products. If you choose this delivery option, please note that we do not deliver on bank holidays, Saturdays or Sundays, therefore your order will be delivered the next working day for all orders within the mainland UK.
For Premium and Next Day delivery, the goods will be delivered between Monday to Friday. If you are not at the delivery address to accept your goods, the carrier may leave a card to let you know that they have tried to deliver. It is up to you to contact them to arrange a more suitable time for delivery or collection.
RETURNED ORDERS
Any package that is returned to us as 'not called for' undeliverable, re-delivery not arranged, collected for the main collection point or not collected from the sorting office/collection point, or for any other reason, we will notify you via your registered email address. If you do not re-arrange delivery with us, within 28 days of the notice, we will dispose of your package and no refund or compensation will be available to you.
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RETURNS
We believe that you will be satisfied with your purchase. If you feel that you need to return an item, we will keep this process simple. These terms do not affect your statutory rights.
We have no liability to you unless you notify us of any damaged, defective product, or incorrect quantity items within 72 hours of delivery/purchase. .
Physical Goods: You must return goods within 7 days of receiving, in an unused state complete with packaging, all components, free gifts, and we will refund you the price you paid for that product including postage and package. Please note that refunds of the purchase price for items bought as gifts can only be given to the original purchaser.
The cost of the return is your responsibility, except if the item is faulty, damaged, or incorrect at our fault. We cannot be held responsible for packages lost in transit on return to us, we recommend sending the package by Recorded or Special Delivery services.
Our Returns Policy does not apply to the refusal of delivery, the automatic return of the delivery to Soaping Station - if the 7- 28 days has elapsed and the item is not collected from the main collection point (depending on the delivery service used), perishable goods, items which have been personalised or custom made for you, or if you have provided incorrect or inaccurate information during the order process. If the goods that we deliver are not what you ordered or are damaged or defective, we will replace the goods. We do ask you send photo’s to us, this is so we can send these to the postage service provider to successfully make a claim for our losses.
All STOCK (excludes custom orders) items returned, the buyer will be required to cover the cost of return postage (unless there is a error on out behalf, a manufacturing defect or the item is damaged). It’s the buyers responsibility to ensure safe transit to Soaping Station .
Please note that product returns are not able to be accepted in person at our office address, and you must contact us in writing or by email before returning the goods.
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COMPLAINTS PROCEDURE
We take our relationships with customers very seriously. We aim to reply to emails within 1-2 working days often a lot sooner, and if you have any enquiry or complaints, please use our CONTACT US section at the bottom of the page.
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CONTACTING US
If you would like help when ordering, information about a product, a request for a product or if you would just like to provide us with feedback on our service, please use the Contact Us section at the bottom of the page.
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