Shipping Information
Our UK and International shipments are shared between different carriers depending on their destination and the service selected. These carriers are currently DX, DPD, Fedex and Royal Mail.
Typical despatch time for orders placed is usually 1-2 working days.
Our delivery prices are set by our couriers and applied to cover dangerous goods, this means we have no control over the prices set.
UK Shipping Options
All working day delivery timescales stated below are estimated once the product has been dispatched from our warehouse.- Free Shipping 2-5 Working Days
- Royal Mail 3-5 Working Days
- FedEx UK 3-5 Working Days
- FedEx Overseas 2-7 Working Days
- Next Working Day - Excludes orders placed on Saturdays and Saturday delivery, order must be placed before 2pm (UK Mainland Only)
- DX 1-2 Working Days, excludes Saturday & Sunday deliveries orders must be placed before 2pm (UK Mainland Only)
- DX UK Mainland 3-5 Working Days
- DX Next Working Day Priority - Excludes orders placed on Saturdays and Saturday delivery, orders must be placed before 2pm (UK Mainland Only)
- DX Offshore & Highlands 2-3 Working Days
- DX ROI 2-3 Working Days
- DX ROI VAT Free 2-3 Working Days
- DPD International - This includes all customs fees, please see below for more information
- DPD International - VAT Free - This excludes all customs fees and VAT, fees may apply at customs
- Pallet Delivery 2-4 Working Days
- Next Working Day Pallet Delivery - Excludes orders placed on Saturdays, orders must be placed before 12pm (UK Mainland Only)
- Saturday Delivery - Orders must be placed before 10am Friday
- Collect from Warehouse - see more information below.
- Arrange your own collection - see more information below.
Shipping is free for Economy mainland UK shipping over £120.00 net cart cost (including VAT, and excluding the cost of safety assessments, gift vouchers or Stephenson products).
Shipping is free for Economy mainland UK shipping over £240.00 net cart cost (including VAT).
Free Shipping
Shipping is free for Economy UK mainland, UK Offshore, Highlands & ROI orders over £250.00 net cart cost, including VAT.
The following products will not contribute towards our 'Free Shipping' option:
Gift Vouchers
Wax
Stephenson Solid Bases
Hazardous Products (full list below)
Overseas Shipping
Worldwide shipping costs automatically default to the correct shipping zone relevant to the delivery destination. Delivery times will vary depending on the service we send your shipment on. Most European destinations have a 2-3 day shipping time fom dispatch. Further worldwide destinations may be longer than this. Your International shipments can usually be tracked via the carriers website with the tracking number provided once the order has been shipped.
Please Note: Custom charges are not set by us and we do not have any involvement or control over these.
Currently we can only accept orders from the following countries: France, Estonia, Czech Republic, Croatia, Romania, Bulgaria, Greece, Lithuania, Latvia, Slovakia, Slovenia and Hungary for individuals when the total is under 150 Euros including VAT & Shipping. (This is currently under review)
Please note total cost includes VAT, potential DUTY and Customs and Admin charges.
IMPORTANT
- We ship all orders in order of receipt and shipping method. At our busiest times we may be delayed in shipping your order by a few days.
- There can often be delays out of our control, often due to the courier. We will do our best to inform our customers of any issues.
- With our free economy delivery for carts over £120 or £240 (Inc. VAT) for UK mainland customers, if the order is large or heavy enough that it needs special shipping or shipping on a pallet then unfortunately we will need to ask for payment for this type of delivery. Please note: We're only able to refund the shipping within 28 days of the order being placed, and the price of safety assessments, gift vouchers and Stephenson products are exempt from the £120 free shipping allocation, so you'll need to ensure you have £120 (Inc. VAT) of orders excluding these items.
UK Shipping: Further Information
Our Courier services ensure any DX, DPD and FedEx parcels are 'tracked' throughout their journey from us to you. However, some small orders that weigh under 3kg including packaging, and under £35 in value will be delivered using our Royal Mail delivery service.
Please note for UK customers if your destination is in Scotland, Northern Island or other UK offshore destinations, your order could take two days for delivery from the date of dispatch, but if you experience a longer delay than this we need to know in case there is a problem. Please contact us via email on customerservice@thesoapkitchen.co.uk
Customer Collections from TSK
Collections are available from our Warehouse Monday-Friday. Just select, at checkout, the option ‘Collection from Warehouse’.
Please note, we are not open for collections over the weekend and holiday hours may differ.
Collection Address: The Soap Kitchen/Supplies For Candles, Unit E, Swinton Bridge Industrial Estate, Whitelee Road, Swinton, S64 8BH, UK.
Rules for Customer Collections:
- We aim to get all customer collections picked and packed the same day. This is subject to stock availability and the time the order was placed.
- Orders placed before 10am can be collected the same working day between 4pm-4.30pm.
- Any orders placed after 10am will be ready for collection the following working day between 11am-4.30pm.
- You must await your collection acknowledgement email before attending our warehouse. Your order will not be ready until you have received this email.
- Please ensure you have a copy of your order confirmation; we have the right to refuse collection if you cannot provide this.
- Orders will be held for 14 days once acknowledgement is sent. If your order is not collected after this period we will refund and return all products to the warehouse.
Please be aware our warehouse is not an outlet. All orders must be placed online, as we are unable to create orders for you here upon arrival.
If you wish to arrange your own courier to collect your order, please ensure you have provided our customer service team with any shipping labels and your selected courier, you can then send these over via email to customerservice@thesoapkitchen.co.uk
Please Note: Any issues with delivery, damage of products or lost items will be the responsibility of the customer. The Soap Kitchen will not accept liability for the loss of, or damage to any consignment. Please ensure you leave an appropriate window to allow our team to pick and pack your order.
Arrange Your Own Collection
If you wish to arrange your own collection please ensure you have provided our customer service team with any shipping labels and your selected courier, you can send these over via email to customerservice@thesoapkitchen.co.uk. Please Note: Any issues with delivery, damage of products or lost items will be the responsibility of the customer; The Soap Kitchen will not accept liability for the loss of, or damage to any consignment. Please ensure you leave an appropriate window (stated below) to allow our team time to pick and pack your order.
- Please Note: Orders will be held for 14 days once the order has been placed. If you have not arranged collection for your order and informed us within those 14 days we will refund and return all products to the warehouse.
- Please ensure you leave a 48hr window between sending your labels to our team and the date of booking the courier. E.g If you send the labels to us on Monday at 1pm, the courier must not be booked for any earlier than collection on Wednesday at 1pm.
Dangerous Goods
Some of the products we supply are considered Dangerous Goods for shipping purposes. Most commonly these are Caustic Soda (sodium hydroxide) and Caustic Potash (potassium hydroxide) although there are a few others, see our full list below. We regret that we are unable to ship these goods Internationally by Air, by DPD or by Royal Mail, as we only have 'Limited Quantities By Road' agreements with our carriers. Your business is important to us and we know that you need your goods promptly, so if you wish to check the status of your order please send our team an email to customerservice@thesoapkitchen.co.uk
Our full list of Dangerous Goods include:
- Perfumers Alcohol
- Acetic Acid
- Sodium Hydroxide
- Potassium Hydroxide
- Denatued Ethanol
- Isopropyl Alcohol
- Natural Reed Diffser Base
- Industrial Ethanol
- Protelan AG 915 SF/Sodium Cocoyl Glutamate
- Surfac Cat 176 (Cetrimonium Chloride)
- Anti-Bacterial Additive
- Rosemary Essential Oil Bulk KG
- Pine Needle Essential Oil Bulk KG
- Orange Essential Oil, Sweet Bulk KG
- Orange Essential Oil, 10 fold Bulk KG
- Lime Essential Oil, Distilled V2 Bulk KG
- Lemon Essential Oil Bulk KG
- Juniper Essential Oil Bulk KG
- Grapefruit Essential Oil Bulk KG
- Frankincense Essential Oil, Serrata Bulk KG
- Eucalyptus Essential Oil, Smithii Bulk KG
- Cardamom Seed Essential Oil Bulk KG
- Tea Tree Essential Oil Bulk KG
- Siberian Fir Needle Essential Oil Bulk KG
- Myrtle Essential Oil, Common Mrytle Bulk KG
- Black Pepper Essential Oil Bulk KG
Order Status Check
Please include the last five digits of your order number and your delivery post code in your email; we will respond as quickly as possible.
Special Delivery Instructions
If you (the customer) are unable to sign for your consignment and leave 'Special Delivery Instructions' for the carrier to leave your consignment in a 'safe' place, any loss or damage to the consignment is strictly your responsibility. No liability for the loss of, or damage to any such consignment can be accepted by The Soap Kitchen or their appointed carrier.
Late Delivery Liability
When our carriers are seasonally busy or during postal strikes or additional economic issues, it can cause delivery times to be extended. For all delivery delays outside of our control due to our carriers or postal strikes we are unable to accept liability and are therefore unable to make any refund of shipping charges where we have incurred charges ourselves from either our carrier or Royal Mail.
UK Back-Orders
If an item is not in stock, we will back order it for you. This will apply to all products, especially larger quantities of stock, this is clear displayed when selected your product size. However, you can choose to cancel the item if you would rather not wait for the back order to be sent. We ship back orders free of charge.
International Back-Orders
If an item is not in stock we may not automatically back order that item. We reserve the right to remove the item from your order and refund the cost of that item, including any applicable proportion of the overall shipping cost. If you would rather we back order the item for shipping later, we will inform you if there will be any additional shipping cost and give you the option to reconsider. The Soap Kitchen Limited is not responsible for any duties or taxes levied by customs on any International delivery.
Useful Information
Our shipping charges are weight-based, not order value based. Regardless of the value of your order, shipping will be calculated based on weight, therefore inexpensive yet heavy products may appear expensive to ship.
For an estimate of our shipping prices, you can enter your country and postcode in the cart page once you've added your items to the cart, and this will show you the shipping price before you pay.
Please note: We're only able to refund the shipping within 28 days of the order being placed.
Refunds for International Orders
Please note that we are not able to refund any shipping charges, customs duty or local taxes which may be incurred by the shipment of an international order.
If you have anymore questions or queries please don't hesitate to pop us an email on customerservice@thesoapkitchen.co.uk and our team will endevour to help.