SHIPPING & RETURNS
Delivery Times & Methods
We aim to dispatch all items within 2-3 working days of receiving your order. Please note that during peak periods (ie in the run up to Christmas) dispatch may be delayed, however your order will be dispatched within 5 working days.
We send the majority of orders via Royal Mail on a standard 2nd class service. Please note that items sent via 2nd class mail should arrive within 2-3 working days of dispatch, however this is not a guaranteed delivery date service and during peak times delivery may take a little longer. If you need your order urgently, please select "Express Shipping" at checkout as this is the only service we currently offer with a guaranteed arrival date.
Large or heavier orders (generally orders over £50 in value or 2kg in weight) will be dispatched via a courier service. This will be a tracked service and tracking information will be made available to you after your order has been dispatched by us.
Our standard postage charge is £3.50 for orders under £25. We offer free mainland UK postage on all orders over £25.
Prices quoted are for UK mainland addresses. Delivery to parts of Scotland, Northern Ireland, the Scottish Highlands and Islands, the Channel Islands, the Isle of Man and the Isle of Wight may incur an additional postage cost to the customer. We will contact you if there will be an extra cost on your order.
Return & Exchange Policy
We hope that you are delighted with your order from us. However, we understand that you may occasionally wish to return an item/order if you change your mind, if you find an item which is not as you expect, or if an item is faulty.
Please check your items and inform us of any problems as soon as you receive your order, as returns must be processed within 28 days of receiving your order.
Change of mind or item not as expected returns:
We are happy to offer a refund or exchange if you return your item to us within 28 days of receiving your order.
You do not need to contact us before returning your item. However, in order for us to be able to process your return as quickly as possible, please follow the steps below:
Check your item is in a resaleable condition and is in its original packaging.
Please ensure you enclose details of your original order number and your name and address inside the parcel.
Affix the correct postage and return your parcel to: The Sussex Handmade Soap Company, 9 Bishop Avenue, Hastings, TN35 5FE
We recommend you obtain a certificate of posting from the Post Office, as you are responsible for the goods until they reach us.
We will process your return and issue your choice of a refund or exchange within 5 working days of receipt of your return.
We regret that we are only able to refund postage charges if you have been sent incorrect, faulty or damaged goods. Therefore we do not recommend paying extra for 'special delivery' or 'signed for' services.
If an item is faulty, damaged or incorrect:
If you have received a damaged, faulty or incorrect item please contact us within 28 days of receipt of your order. The email address to contact us on is firstname.lastname@example.org
We will ensure that the problem with your order is put right as quickly as possible. If it is necessary for you to return the items to us, we will cover the return postage costs for items to be returned by standard 2nd class or 2nd class recorded mail. Please do not return items via special delivery unless specifically instructed to do so as special delivery costs will not be covered by us unless previously agreed in writing.