Some of the products we supply are considered Dangerous Goods for shipping purposes. Most commonly these are Caustic Soda (sodium hydroxide) and Caustic Potash (potassium hydroxide) although there are a few others. We regret that we are unable to ship these goods Internationally by Air as we only have 'Limited Quantities By Road' agreements with our carriers. Your business is important to us and we know that you need your goods promptly, so if you wish to check the status of your order please use this email link
Order status check:
Please include the last five digits of your order number and your delivery post code in your email; we will respond as quickly as possible.
Special Delivery Instructions:
If you (the customer) are unable to sign for your consignment and leave 'Special Delivery Instructions' for the carrier to leave your consignment in a 'safe' place, any loss or damage to the consignment is strictly your responsibility. No liability for the loss of, or damage to any such consignment can be accepted by The Soap Kitchen or their appointed carrier.
Late Delivery Liability:
When our carriers are seasonally busy or during postal strikes, their workload can be such that delivery times are extended. For all delivery delays outside of our control due to our carriers or postal strikes we are unable to accept liability and are therefore unable to make any refund of shipping charges where we have incurred charges ourselves from either our carrier or The Royal Mail.
If an item is not in stock, we will back order it for you. However, you can choose to cancel the item if you would rather not wait for the back order to be sent. We ship back orders free of charge. We are usually happy to add further lightweight items to be shipped with a back-order without additional shipping cost. However if the parcel weight increases significantly, the shipping cost will also increase; you will need to pay the extra cost.
If an item is not in stock we may not automatically back-order that item. We reserve the right to remove the item from your order and refund the cost of that item, including any applicable proportion of the overall shipping cost. If you would rather we back-order the item for shipping later, we will inform you if there will be any additional shipping cost and give you the option to reconsider. The Soap Kitchen (2011) Ltd is not responsible for any duties or taxes levied by customs on any International delivery.
Our shipping charges are weight-based, not order value based. Regardless of the value of your order, shipping will be calculated based on weight, therefore inexpensive yet heavy products may appear expensive to ship.
With our Free Economy Shipping for orders over £200 in the UK, we're unable to automatically remove this from the shipping automatically currently - please contact our sales team to have your shipping refunded for your order. Please note: We're only able to refund the shipping within 28 days of the order being placed.
Refunds for International Orders:
Please note that we are not able to refund any shipping charges, customs duty or local taxes which may be incurred by the shipment of an international order.
If you would like to place an order to ship to a BFPO address, we have to set a weight limit of 2kg (including packaging) per parcel.
We send BFPO parcels via Royal Mail.