Orders placed on this website are governed by the Consumer Contracts Regulations 2013. All items will be manufactured to customer order, and will be covered by the following conditions:

Product Information
Please read the information supplied about each product, and if you have any queries regarding the ingredients or suitability for use, please contact us and we’ll be happy to offer further advice. As with any skincare product, customers with sensitive skin are advised to perform a test patch before using a new product for the first time. If you have any medical concerns regarding products containing essential oils (such as when pregnant, lactating or with certain medical conditions), please consult your medical practitioner or a qualified aromatherapist for futher advice before making a purchase. We do not recommend using some products containing essential oils on young children. It is suggested that our natural skincare products are kept in their original packaging and stored away from direct sunlight and are protected from extremes of temperature. In particular please avoid leaving products on window sills, near to radiators or in locations with high humidity. Please note that some products are labeled using environmentally friendly inks which may fade or discolour over time or if subjected to excess sunlight. The Natural Soapworks reserves the right to change the packaging, appearance and aroma of products at any time. Our products are handmade, so there will be slight variations between batches which may affect product appearance, aroma and viscosity. We reserve the right to withdraw any products at any time.

Postage costs and delivery timescales to UK addresses
Please note that orders placed on this website are for delivery to UK addresses only. We aim to provide a mail order service that is as speedy and cost effective as possible for our customers.  Our postage costs to UK addresses are as follows:

UK Standard Delivery:	5-7 working days is £3.25 and FREE DELIVERY on orders over £35!
UK Priority Delivery:	2-3 working days is £3.95 (scroll down to add 70p to your order)
Recorded Delivery:	extra £1 (scroll down to add to our standard or priority delivery costs)
Next Day Courier:	1-2 working days £8.50 (see additional information and scroll down to add £5.50)

We aim to despatch parcels to UK addresses within 3 working days of receipt of your order, but this will depend on whether items (such as bathing products)need to be manufactured. Our standard delivery service means that orders should reach you within 5-7 working days. Packages will be dispatched by Royal Mail, using a 2nd class or parcel post service depending on the overall parcel weight. (This is an unsigned for service). Free delivery is based on £30 product value at the checkout and excludes postage costs.

If you would like to upgrade to a First Class priority delivery, add Recorded Delivery (a signed for service) or a next day courier delivery this can be arranged at an additional cost to our standard website postage charge. Additonal postal services must be added to your order before it is processed through Paypal. Please scroll to the bottom of this page to add additional postage to the basket.   If you require special delivery by courier, we will need to receive your order by midday. We will make every effort to dispatch your courier delivery on the day it arrives, but if items need to be manufactured this may cause a delay and there is a possibility we'll have to dispatch the order on the following day. Our aim is for courier deliveries to arrive within 48 hours of us receiving the order, so if we feel that a very short delivery deadline cannot be met we will contact you by e-mail or telephone to offer a revised despatch timescale for your order. If this is not acceptable, we will treat this as a cancelled order and you will receive a full refund for the cost of the goods and postage.

Overseas orders
Sorry but we are unable to accept European orders on this website. Any orders that are placed by mistake will be refunded, and goods will not be dispatched. Instead, we'd suggest that you visit our Natroma website which does accept orders to some European addresses. Sorry - at the moment we do not ship to America or Canada

Damages/Missing Orders:
We hope that our products will reach you in perfect condition, but please do not accept parcels that have been seriously damaged in transit (particularly if they rattle or are leaking).  If goods are received that have been damaged, please send us an e-mail with further details to: enquires@naturalsoapworks.co.uk.   We will discuss the problem and will offer replacement items or a refund for the cost of the damaged goods according to the customers preference. You will need to fill in our cancellation and returns form, which will have been posted out with your order, and return it with the damaged goods.

Occasionally, Royal Mail deliveries can take a little longer than expected - particularly during busy holiday or seasonal times of the year. The usual delivery time for 2nd Class mail is 3 working days from the date of posting, so we would expect our parcels to arrive within 7 working days of your order. If you think your parcel is a little late we'd first advise that you check with your neighbours and the local sorting office (just in case a card wasn't posted through your door). Please contact us if you need to know when your parcel was dispatched (we'll have a proof of postage for every parcel). Unfortunately Royal Mail do not consider an item to be lost until 15 working days have elapsed. So for urgent orders we'd recommend that a signed for 1st class or courier service is used.

Cancellations /returns: You are entitled to a no quibble refund or exchange of items purchased on this website. If you decide to cancel all or part of an order, please send an e-mail to us at enquires@naturalsoapworks.co.uk If the order has not yet been despatched, we will send you a full refund (including postage costs) if the entire order is cancelled. Postage costs will be re-calculated if you decide to proceed with part of your order. Items may also be exchanged, so please send us details on how you would like to amend your order. We will offer a refund if the revised order has a lower value than the original.

Once your order arrives, you still have the right to cancel or tell us if any items are unsuitable. We will offer a no quibble refund of the cost of the goods providing they are returned to us in an unused and saleable condition.  If you intend to return any items to us, please send us an e-mail within 14 working days of receipt of the goods. You should complete our cancellation form which will have been posted out with your order and send the returned items back to us in their original packaging. Soaps and bath bombs should be packaged and not used in water, items in jars or bottles should be un-opened and un-used. External hamper wrappings may be opened, but contents must be un-opened and un-used. We reserve the right to deduct an amount from any reimbursement if the value of the returned goods have been diminished by the way the consumer has handled them, going beyond what is reasonable if they had been purchased in our shop. We do not refund postage on returns so you will need to pay for the postage costs associated with the return of any items.  Refunds for the value of goods will be issued as soon as possible, and at the latest within 30 days of the original order date.

Back orders:
If any part of your order is out of stock, we reserve the right to back order the items for you or offer a substitute of equal or higher value.  If any item is out of stock we will send you an e-mail, to make sure that you are happy with any changes and check that you still wish to proceed with the order.

Payments: 
We accept credit card payments via Paypal on this website.  You do not need to have a registered account with Paypal to make payments in this way.  For your security we do not receive your credit card details during the transaction. 

We will also accept payments over the telephone, for credit and debit cards that are registered in the UK. Please telephone us on 01384 399451 with your order and card details, and we'll be happy to discuss your order requirements. Sorry we no longer accept payments by cheque.

Website security and confidentiality:
For your privacy, we will never pass on your details to a third party.  We have set up a 'Natroma Club' on the Natroma website and from time to time, we send out further information about new products or special offers.  Periodically we contact Natural Soapworks customers to invite them to join this club. Please let us know if you would prefer not receive this type of correspondence.