DELIVERY & RETURNS

 

Delivery -

We aim to deliver UK deliveries in 3 to 5 working days after placing your order.

If you require further clarification please email us - sales@carbolicsoap.com , quoting your name, order number and a member of our team will be happy to help. 

 

We do have enhanced delivery options for UK customers which will be offered to you at the checkout. Whilst it is a very rare, we reserve the right to contact you if the shipping method you have chosen is unavailable, or is not cost effective to ship via your chosen method. There may be additional charges to “remote” areas, such as the Northern and Western Isles. We will not charge any extra shipping without contacting you first and obtaining your permission.

Our carriage charges are based on weight, we offer Royal Mail & courier options.

 

Royal Mail-

All items are delivered through Royal Mail 2nd Class Tracked Service on a 3-5 working day service but during busy times, or holiday periods please allow an extra few days. This is a fully tracked unsigned delivery service so Royal Mail may deliver to your neighbour if there is no reply on delivery. A failed delivery card may be left so that you can re-arrange delivery or collection from your local Royal Mail delivery office at a day suitable for you. All Royal Mail terms and conditions can be viewed on the following link: http://www.royalmail.com/

 

As our goods can be heavy, for practical reasons we reserve the right to change your chosen despatch method, in the instance of goods being heavy it is quite likely they will be sent by courier. Please ensure you are available to accept delivery Monday – Friday, 8am - 6pm as the couriers will require a signature. If your goods are shipped back to us and have to be resent you will be liable for forwarding charges. Choosing to have your goods shipped via standard delivery (usually Royal Mail) is often the most cost effective way of having your goods delivered, and in our experience is extremely reliable, however a cost effective delivery solution does understandably have its limitations. During times of bad weather, public holidays or other factors that may put pressure on the postal system your goods may be delayed. Royal Mail standard terms and conditions apply to the delivery schedules, and claims for loss or damages are limited, and must be submitted in writing to them.

Please note that undelivered parcels cannot have a claim made against them until 28 working days after the date of dispatch. We are unable to offer any refund or initiate a claim on undelivered parcels until the delivery company have deemed the parcel lost. 

 

Overnight Courier – 

We ship Monday – Friday. We do not offer a Saturday deliveries. If you place an order for overnight courier on a Friday it will be processed and then sent out the next working day. Any order that requires next day delivery must be placed by 11am, any orders after this time will be processed the following day for delivery the next working day. 

We do not currently offer international delivery due to increased shipping costs and unreliability of shipping times.

If you would like to place an order to be shipped outside of the UK please email us with your order details including products, quantity and shipping address and we will endeavour to provide a personalised shipping quote. 

 

RETURNS:

Returns are very simple.

Our “no quibbles” guarantee means that if for any reason you are unhappy with your purchase just return it to us in its original unused condition within 14 days and we will issue a full refund for the price of the item (excluding carriage) We will also be happy to refund the delivery charge if the return is a result of our error.

To make a return please follow the following procedure:

1) Apply for a return at sales@carbolicsoap.com

2) Once the return is authorised please then send the package with details of your name, address, email address and telephone number to

‘The Carbolic Soap Company’

Peills Courtyard

Reyvis Building

Bourne Road

Bromley

Kent

BR2 9NS

(For your protection we recommend that you use a recorded delivery service or obtain a Proof of Posting certificate)

Please note that any product returned to us without prior authorisation will not be credited. You will have the option to have the goods returned to you at your expense, or have the goods disposed of by us. In either case a £5.00 inc. VAT administration fee will be charged.

Our aim is for 100% customer satisfaction. If you feel we have fallen below this standard we want to hear from you. Our service levels to customers are of the upmost importance to us. You can be assured that any customer service correspondence you have with us will also be read by our Managing Director.