Our standard delivery charge for UK & Ireland is £4.50 per order
Free Delivery within the UK and Ireland on orders over £35
Courier Tracked Parcel ( 5 - 7 working days )
For Europe & Rest Of World delivery is £9.99 with Parcel Track and Trace
At the Soap Story, we really hope that you will be delighted with your purchase. However, should there be any reason that you are not entirely satisfied, you may return your purchase to us for a full refund provided that:
• the goods are unused and in their original packaging
• you tell us that you wish to return your goods within 14 working days from the date you receive your goods
• you return them to us, or provide proof of postage to our address noted below within fourteen working days from the date you receive them.
When we pack your order prior to despatch, we will include with it, a delivery note giving details of your order, including the description of each item and the quantity delivered. If for any reason the descriptions or quantities you receive are different to the delivery note, please contact us immediately by emailing orders@thesoapstory.com or alternatively calling during office hours (9.00am to 5.00pm Monday to Thursday and 9.00am to 1.00pm Friday) on +44 28 93351580.
Returning items to The Soap Story Limited
Should you wish to cancel and/or return your order:
Should you wish to cancel your order, and if we have not informed you that your order has already been despatched please inform us of your decision as soon as possible. This will prevent the goods being sent out to you and we can offer a refund more quickly, and without you having to return the order to us.
Should you wish to cancel an order after we have despatched the order to you, you must inform us of this intention within 14 working days following the date you receive the order. For example, if you receive the goods on Monday 1st, you must inform us of your decision to return them by Tuesday the 15th. We recommend you inform us by emailing orders@thesoapstory.com or by calling during office hours (9.00am to 5.00pm Monday to Thursday or 9.00am to 1.00pm Friday) on +44 28 93351580.
We do not recommend social network (Instagram, Facebook, twitter etc) posts as a method of cancellation as we may not monitor individual comments on a regular basis.
Any notice you send after this period shall not be effective to entitle you to return your goods or receive a refund. Please note: we cannot accept any goods to be returned for refund if they have been used, or are in a condition other than sent to you originally.
Please provide full details of your name, goods you wish to return and your original customer order number quoted on the delivery paperwork or in the order section of the website.
Returning your goods
Please contact the office to advise of your decision to return your goods or cancel your order. Our contact details are:
telephone: +44 28 93351580 email: orders@thesoapstory.com
Address : Units 5-7, 1 Sloefield Drive, Carrickfergus, Northern Ireland, BT38 8GX
When returning your goods, please ensure the package has been securely sealed and has been packed to prevent damage during transit, ideally in our original shipping materials.
If you are cancelling your order because you've changed your mind, please note that you will have to pay the costs for returning the goods if the goods have already been despatched
Returns to a soap story retailer
Please note, trade retailers who stock the soap story brand are entirely independent from The Soap Story Limited and cannot accept any return other than those goods purchased directly from that store. Please ensure that orders placed on the website (www.thesoapstory.com) are returned to the address above only.
Returns received by The Soap Story Limited
On receipt of your returns, we will examine them and an appropriate refund will be calculated.
For goods returned as defective or due to incomplete or incorrect delivery we will refund the price you paid for the goods plus the cost of your recorded delivery. Refunds will be made by your original payment method e.g. Credit/ debit card or PayPal.
If you return the goods for any other reason, we will refund the price you paid for the goods (including the initial cost of basic delivery if you were charged), but not the cost of the postage you might incur to return the goods to us. We reserve the right to deduct an amount from your reimbursement if you have diminished the value of the goods beyond what which is necessary to establish their nature, characteristic or function.
If you cancel your order but do not return the goods to us within 14 days, or provide proof of return, we will be entitled to recover the goods from you along with any associated costs of recovering the goods from you. You should be aware that these costs may exceed the cost of returning the goods to us. Until such goods are returned to us, you are advised to take all reasonable care to ensure that the goods are stored safely to prevent damage to them.
Refunding your money
We will process your refund accordingly and advise you when the refund has been completed.
Refunds will be made via the same method used for the original payment e.g. Credit/Debit Card or PayPal etc. We will refund your money within 14 days of receiving the goods back to our warehouse, or within 14 days of receiving proof of postage from you, whichever is sooner.
Your statutory rights remain unaffected.
