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. 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 we process your payment the order is set to a PROCESSING state. This means your payment has been accepted and no alterations can be made. We cannot add to 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.
We aim to despatch orders placed before 12 noon that day, although this is not guaranteed (Monday to Friday). During 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.
How long does delivery take?
Orders placed before 12 noon are usually despatched that day. All orders are sent by a courier on a next working day delivery where working day means Monday to Friday. A signature WILL be required unless you specify otherwise at the time of ordering. An email notification will be sent advising you of when the order has been despatched with the tracking information.
The orders are sent on a next working day delivery by courier but this is NOT guaranteed and occasionally parcels do not get delivered as planned. The courier company delivers from 8am until 5.30pm and we have no control over delivery times unless you have paid extra for a timed delivery. The courier is unable to telephone you to tell you when he is delivering your parcel. Orders sent via the Royal Mail generally take between 3-5 working days. We do not offer any forms of compensation for late delivery.
What delivery instructions should I give?
Any instructions you give to leave the parcel safe will be included on the delivery label. Please be aware that the courier is unable to telephone you with exact delivery times, the courier is unable to leave the parcel at a completely different address if you are out - an immediate neighbour is fine but several streets away is not. If your address is difficult to find any extra information is always useful. If you do leave instructions for a parcel to be left safe this is entirely at your own risk.
What happens if I miss my delivery?
You will receive an email advising you of when the parcel has been despatched with the full tracking information. If you miss the first delivery, APC will leave a card advising that they have called with the local branch information and how to rearrange delivery. If after 2 atttempts the parcel has not been successfully delivered it will automatically be returned to JUST A SOAP unless the customer has contacted the local branch. The courier charge paid with the order only covers 2 delivery attempts. If there is to be a third delivery, the customer will need to arrange to pay for this. Alternatively the customer can collect the parcel from the local depot. If an order is returned to JUST A SOAP because it could not be delivered then a refund for the cost of the goods will automatically be processed minus the cost of returning the parcel.
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 do not usually send orders with the Royal Mail unless the "Royal Mail" rate for shipping has been specifically requested. If you have requested Royal Mail then be aware that it is a slower delivery service than the courier and we cannot track the whereabouts of the parcel.
Do you send to BFPO addresses?
Yes we do send to BFPO addresses. Select the country as UK - BFPO and the shipping rates will be adjusted.
Can I pay by cheque?
Yes we are happy to accept a cheque made payable to JUST A SOAP. Please send your cheque to us within 7 days of placing your order with the order number on the back of the cheque. Please allow 10 days for the cheque to clear. If we do not receive payment within 7 days the order will be cancelled.
Can I collect my order?
No, we are strictly a mail order organisation and we are not open to the public.
Are the soap bases suitable for vegetarians?
Yes all the soap bases are suitable for vegetarians.
Are the soap bases suitable for vegans?
The soap bases contain no dairy or animal products.
Are your products tested on animals?
None of our products are tested on animals.
Do I have to pay VAT on your prices?
The website shows prices without VAT. If you are outside the UK but within the EU and you have a VAT number please supply it at the time of ordering. 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 telephone orders please be aware that internet orders are always processed faster.
Do you have a minimum order?
Yes - the minimum order is £10, exclusive of shipping and VAT.
Do you have wholesale or trade prices?
We do not have specific wholesale prices. Most products will have a discount for larger quantities. Please contact us directly for amounts over 100kg.
Do you have a catalogue?
We do not produce a paper catalogue as the product range changes too much. The website is the most up to date place to look.
How do I contact you?
Please feel free to email us with your enquiry. We try to answer all our emails as soon as we can but during busy periods such as Christmas we may take a little longer. We are available by phone on 01284 735043. If you do have a query about an order please have the order number to hand. |
