The Small Print - Privacy, Cookies and Terms
At Oakwood Soaperie, we pride ourselves on delivering a beautiful product straight to your door. We aim to provide excellent customer service but if you are unhappy with our products for any reason, please get in touch via the details in our contacts page or by e-mailing Ceri Aitman at [email protected]
Our registered address for written communication is: Oakwood Soaperie, Stables Studios Rm 2, Gibside Estate (National Trust),Rowlands Gill, Newcastle upon Tyne, NE16 6BG, UNITED KINGDOM. Tel no 07757161659.
This website is owned and operated by Oakwood Soaperie. By using this website you are agreeing to and accepting our Terms and Conditions as set out below. If you do not agree with these terms, please do not use the website, thank you.
This website sets performance cookies. These cookies collect information about how visitors use a website, for instance which pages visitors go to most often, and if they get error messages from web pages. These cookies don’t collect information that identifies a visitor. All information these cookies collect is aggregated and therefore anonymous. It is only used to improve how a website works.
This website sets functionality cookies. These cookies allow the website to remember choices you make (such as your user name, language or the region you are in) and provide enhanced, more personal features. For instance, a website may be able to provide you with local weather reports or traffic news by storing in a cookie the region in which you are currently located. These cookies can also be used to remember changes you have made to text size, fonts and other parts of web pages that you can customise. They may also be used to provide services you have asked for such as watching a video or commenting on a blog. The information these cookies collect may be anonymised and they cannot track your browsing activity on other websites.
This website sets targeting cookies. These cookies are used to deliver adverts more relevant to you and your interests. They are also used to limit the number of times you see an advertisement as well as help measure the effectiveness of the advertising campaign. They are usually placed by advertising networks with the website operator’s permission. They remember that you have visited a website and this information is shared with other organisations such as advertisers. Quite often targeting or advertising cookies will be linked to site functionality provided by the other organisation.
All prices are quoted on our website are in pounds sterling (£) and do not include VAT. The cost of packaging is included in the postage charge for UK and Northern Ireland. Packaging charges on special orders or on orders being shipped outside the UK will be quoted upon request and may be charged separately to the cost of Goods. The prices quoted for our goods are subject to change at any time due to the changes in the price of ingredients; therefore we reserve the right to amend any price for goods without prior notice.
When placing an order with us, it is your responsibility to provide us with accurate personal details and shipping information. We cannot be held responsible for non delivery of your order if your details prove to be incorrect or incomplete.
When your order is made online, the order confirmation you receive from Paypal is not a confirmation of your order from us. We will check the details we receive from paypal and reference them to the details you provide at the point of ordering, and will query any discrepancies. This is to ensure accuracy and to enable us to fulfil your order in a timely manner. An order will only be confirmed once it has been verified by us.
We cannot be held responsible for any error that occurs whilst you are placing your order via our shopping basket - technical or otherwise that is beyond our control. If you experience any problem whilst ordering, please contact us immediately, we will aim to resolve the problem if we can as soon as possible. We cannot despatch a queried order until the problem has been resolved and payment received in full or the order has been successfully cancelled if need be.
Due to the handmade nature of our products, each one is individual. This means there may be slight differences in colour, texture appearance, weight, and design between batches. We may from time to time change our packaging; this will always be in keeping with our green ideals and will fit with our overall style. We do however try to be consistent in our products but if you have any query regarding your order, please contact us at [email protected] as we will be in touch as soon as we can.
Our Gift vouchers are for sale and redemtion only on this website www.oakwoodsoaperie.co.uk. They cannot be exchanged for cash or used more than once. When ordering, please be aware they will only be posted recorded delivery so it can be tracked and traced, (a signature will be required on delivery) and to the specified postal address stated on the order. A minimum spend applies which is clearly stated on each listing and will be written on the back of the voucher.
When you place an order with us, you will need to provide some personal information to us to enable us to process and deliver your order. Please be advised we will NEVER provide this to a third party. It will only be used to enable us to fulfil your order. If you subscribe to our mailing list or e-mail marketing newsletter, we will hold your details but solely for this purpose. We will never spam you or send unsolicited emails.
Payment for goods, packaging and postage must be made in full before any goods are dispatched, we do not offer a credit service.
The only exception to this is on Custom or Special orders. We will e-mail you a 50% deposit invoice via PayPal in advance of making your order. The balance of which including any packaging and delivery charges, will be sent to you prior to completion. Dispatch of a special or custom order will only be completed on cleared payment of the full balance due.
Online Payment is currently handled by PayPal and Creat Payments and is only accepted via PayPal/Credit Card.
Payment of your order made via both PayPal and Create Payments is completely secure, you don't even need a PayPal account to make a purchase as you have the option to pay by credit / debit card. We don't retain any payment information or card details. We cannot be held responsible for any charges incurred by you from your Credit Card Company or bank in relation to the processing of any order made with us. Please note that if, for any reason, your card payment is not authorized by your bank/credit card company, we will not be able to proceed with your order and it will be cancelled.
Shipping and handling
With the exception of 'Custom' or 'Special orders', which will be handled separately, we aim to despatch your order to your specified address within 7 working days - this does not include weekends or bank holidays. If this is not possible or something is out of stock we will advise you via e-mail within 48hrs of your order. We occasionally may have to make something specifically to fulfil your order, if this is the case and it will take more than 7 working days, again we will advise you. If you have requested a custom item i.e one that is being made specifically for you at your request, we will provide an estimated delivery forcast for your order. Please bear in mind that when custom ordering our soaps, they take between 4 and 6 weeks to fully cure and cannot be shipped before this time has elapsed.
During busy periods (i.e bank holidays, around Christmas and New Year), delivery may take a little longer so please ensure your order is placed in plenty of time. We cannot be held responsible for delays due to strikes (postal or otherwise), adverse weather conditions or Acts of God which may affect delivery of your order.
You have the option at checkout to select from a variety of delivery options,
UK - Royal Mail 1st class recorded (2 - 5 days), Royal Mail 2nd class recorded (3 - 7 days) , Courier Delivery for orders over 2kg (2 - 5 days). All these options require a signature on delivery, are trackable and fully insured to give you, and us, peace of mind that your order will arrives safely and quickly. We do not offer free delivery on your items but we do offer a 'Collect from Workshop' option. Our workshop is based in Gibside Estate nr Rowlands Gill, in the North East of England.If you are local to the North East and would prefer to collect your oder, please e-mail me at [email protected] to agree a day for collection (Usually Monday - Thursday by arrangement). If you have selected the 'Collect from Studio' delivery option to avoid postage charges but cannot collect it within 20 days, your order will be cancelled and refunded to you in full without further notice. If you subsequently decide to have your oder posted, this will incurr the usual charges for the weight of your order and will be billed separately. Goods can only be despatched when payment for the postage has been recieved in full.
***OAKWOOD SOAPERIE CANNOT BE HELD RESPONSIBLE FOR ANY TAXES, CHARGES OR CUSTOMS DUTIES LEVIED OR RESTRICTIONS ENFORCED BY YOUR COUNTRY, IN TRANSIT OR ON ARRIVAL OF YOUR PACKAGE - THIS IS YOUR SOLE RESPONSIBILITY, ANY FEES, DUTIES ETC ARE PAYABLE BY YOU***
Important notice - LOTS OF OUR PRODUCTS CONTAIN DRIED BOTANICALS AND / OR HONEY AND DAIRY POWDERS, PLEASE CHECK YOUR COUNTRY'S CURRENT RESTRICTIONS FOR ALLOWING THESE ACCROSS THEIR BORDERS BEFORE ORDERING - no refunds will be offered in the event of your parcel being impounded due to customs restrictions imposed by your country. If in any doubt please contact us via the contact form for clarification and a full list of ingredients in the product / products you are interested in ordering, so you can make the apropriate checks before placing your order, thank you.
EUROPE - Royal Mail International Tracked and Signed For (Royal Mail aim for approx 3 - 5 working days but please allow extra time for your parcel to proceed through your countries customs channels. ) insurance included for the value of goods up to £50, please contact us within 24 hours of placing your order if you require additional insurance for goods up to £250 and we can arrange this for you with an additional charge of £2.50 per order - charged separately. Upon payment in full your order will be dispatched to your chosen address. - If you cannot see your country in the drop down menu at checkout, I'm afraid we cannot ship to you at this time due to import restrictions imposed by customs in your country relating to soaps and cosmetics .
USA & CANADA - Royal Mail International Tracked & Signed For (Royal Mail aim for 5 - 7 working daysbut please allow extra time for your parcel to proceed through your countries customs channels) insurance included for the value of goods up to £50 please contact us within 24 hours of placing your order if you require additional insurance for goods up to £250 and we can arrange this for you with an additional charge of £2.50 per order - charged separately. Upon payment in full your order will be dispatched to your chosen address.
As always we will try to keep the delivery cost as close to postage rates as possible and make minimal (if any) charge for packaging.We hope you will continue to shop with us and be a valued customer despite these extra charges we have had to make.
Any orders for delivery over 5kg in weight outside the UK please contact us for a delivery quote prior to ordering.
We reserve the right to contact you should your order require an additional shipping amount - we will inform you of this prior to despatch.
Returns, exchanges and Refunds..
We hope you will be entirely happy with your Oakwood Soaperie products but if for any reason you wish to return them, please contact us via e-mail within 14 days of receiving your order. You can return your items for a full refund of the cost of the goods provided they are in fully re-saleable condition and have not been opened or used. We cannot refund the initial cost of postage. You will be responsible for covering the cost of postage to return your order, you must obtain proof of posting at the time of despatch.
Any refunds we deem owing to you will be made via Paypal within 30 days of receiving the goods in a re-saleable condition.
You must notify us promptly and in any event within 48 hrs if your order has been damaged in transit. In these circumstances you must also keep all packaging as it may be required in the event of making a claim against the delivery company.
No refunds will be offered if you have provided an incorrect address and the parcel subsequently goes missing, it is your responsibility to provide an accurate shipping address.
Every customer order we process is handmade, checked and hand packed with love and care but In the unlikely event your ordered goods are faulty, you must notify us within 48 hrs. We will provide an alternative product or offer you a full refund for the cost of goods and any postage costs involved in returning the faulty goods to us.
You have the right to cancel your order within 7 days. You are responsible for ensuring the goods are kept in a good and unused / unopened condition and return them to us within 14 days. You are responsible for packaging them securely and returning them to us at your expense.
We will refund you via PayPal within 30 days of receiving the goods, providing they are in a re-saleable condition. We may make a small charge to re-stock, and a reasonable charge for any costs we incur in connection with the return of goods.
Please be advised any goods made specifically as the result of a custom order are FIRM SALE ONLY, 50% of the cost will be charged in advance via PayPal invoice. The balance of which + postage charges must be paid before goods will be despatched. These types of orders are non-refundable and cannot be returned.
We retain ownership of all goods ordered until cleared payment from you has been received.
Statutory Rights: These Terms & Conditions of Sale do not affect your statutory rights.
Copyright Notice: We retain copyright on all materials on this website, including photographs and images, page design, text, product names and descriptions of any of our products and these may not be reproduced in whole or in part by electronic or other means without our prior written consent. We will take legal action against anyone found to have breeched this copyright by using images, text, copying product designs or recipies, without our prior knowledge or permission.