What happens when I place an order?
After your order has been placed you will receive an email confirming the order and giving you an order number. We recommend you check this confirmation carefully to ensure you have selected the correct products and the correct shipping address. If you do not receive an email straight away then check that you did actually press the CONFIRM button on the final checkout page. Please give us this order number if you have any queries, and if you are paying by cheque please write this number on the back of your cheque.
When the payment is processed by Sage Pay the order is set to a PROCESSING state. This means your payment has been accepted and no alterations can be made. We cannot modify the order once it has been set to PROCESSING. When the order has been despatched to the courier, you will receive an email advising you of this and giving the courier details and the courier consignment number for tracking the parcel. We give this information to help you if there are any problems with your delivery. If there is a query with your payment or address information we will only contact you by email. All payments are handled by Sage Pay and we have no access to any card details.
We aim to despatch orders placed before 12 noon that day, although this is not guaranteed (Monday to Friday). During October/November/December when the number of orders increases then there may be a slight delay. If you place an order after 12 noon Monday to Friday it may be despatched that day but there is no guarantee
Can I add to my order?
We are sorry but once an order has entered the PROCESSING state we are unable to modify it. The reason for this is that as soon as the order is placed it is printed in the warehouse. It is very difficult to interrupt the packing process once it has started. The best suggestion is to cancel the order and you can place it again.
Can I leave the parcel with a neighbour?
Yes, if you wish to do so please leave the comment in the box when checking out. If the box is left blank with no delivery comments, as advised on the checkout page, it is assumed the customer is in to receive the order.
Can you send my order with the Royal Mail?
We only send the parcels out with the courier at present. We do not use the Royal Mail as we find it is not appropriate for our requirements.
What payment cards and payment methods do you take?
We accept payment by the majority of cards- Visa, Mastercard, Maestro. We do not accept American Express. We do take Paypal for Paypal account holders.
Can I collect my order from your warehouse?
Sorry but no, we are strictly a mail order organisation and we are not open to the public. We operate from a working warehouse with no access to the general public. The exception to this is if you wish to send your own courier to collect, in which case please contact us to arrange it.
Do you accept Purchase Orders?
es, we are happy to accept Purchase Orders from schools or LEAs. Simply send it via email to info@justasoap.co.uk or fax it to us on 01284 277031. We will then invoice the school directly. Terms are strictly 30 days.
Do I have to pay VAT on the prices displayed?
The website shows prices without VAT. This is because we are a website aimed at business and trade customers, although obviously we are happy for anyone to order from us. If you are outside the UK but within the EU and you have an EU VAT number please supply it at the time of ordering. It must validate against the EC Taxation and Customs Union website. Orders from outside the EU will not be charged VAT. If you are ordering from the Channel Isles, please select your country as UK-Channel Isles and the VAT will be automatically excluded.
Is it quicker if I place my order over the phone?
No. Orders placed over the internet ALWAYS take priority over telephone orders. While we are happy to take a telephone order please be aware that internet orders are always processed faster and it may take an extra 24 hours to process it. If you are unsure about putting your credit card details in over the internet, place the order onl ine but select the WILL CALL WITH CARD payment option. You can then phone us and we can take payment over the phone.
Do you have a minimum order?
Yes - the minimum order is £12, exclusive of shipping and VAT.
Do you have wholesale or trade prices?
We do not have specific wholesale prices as the whole website is aimed at the small manufacturer/business. Most products will have a discount for larger quantities. Please contact us directly for amounts not listed on the website.
I have a query about my order what do I do?
If you have a problem with your order, please contact us as soon as possible, and definitely within two working days of receiving the order. It is quicker to trace an order if we have the order number, your name and the delivery address. Claims for damage or missing goods made one week after receiving an order will not be entertained. It is down to you to let us know of any problems as soon as you can then we can rectify the errors.
By law the customer has seven working days after the date of delivery to cancel an order. If you wish to do so you must inform Just a Soap either by writing, email or fax. We are unable to accept a telephone cancellation. The customer pays for the cost of returning the goods.
Please see the following link for further information -
DTI website - Distance Selling Regulations.
