Customer Service - FAQ

What happens when I place an order

After your order has been placed you will be sent an email confirming the order details and giving you an order number.  If you do not receive this straightaway, check that you pressed the CONFIRM button on the final checkout page.  Take a few minutes to check all the details are correctly - especially the shipping address and postcode.

We are really sorry but we are unable to edit orders once they have been placed so please check you have everything you need before you press CONFIRM.

If there is any query with your payment or address we will contact you by the email or phone number given.  All payments are handled by Stripe or Paypal and we have no access to any card details.

Can I ask for the parcel to be left safe?

When DPD receive your parcel they will send you an email and a text message advising you of the delivery options.  These options include leaving it with a neighbour, in a safe place, changing the delivery day or if the parcel is less than 20kg having it delivered to a pick up shop.  If you have requested for the parcel to be left safe then it is entirely at your own risk.  

Can I ask for the parcel to be sent to a pick up shop?

DPD offer the option for a parcel to be delivered to your local pick up shop.  You will need to bring ID with you when collecting and the parcel will ONLY be released to the name on the parcel and not a relative/friend.  These are DPD rules and not ours.  The pickup shop option is for parcels under 20kg.

Can I add to my order?

We're very sorry but once the order has been completed we are unable to add to the order.

Can I combine my orders?

We're very sorry but once an order has been placed we are unable to change it.

Do I have to pay VAT?

All prices on the website show prices including and excluding VAT.  If you are ouside but within the EU and have an EU VAT Number please supply it  on the address section when checking out.   Only enter the number and not the country code and this number must validate against the EC Taxation and Customs Union Website.  If you are outside the EU, VAT will not be charged.  If you are ordering from the Channel Isles, please select your country as either Jersey or Guernsey and VAT will not be added.

Do you have wholesale or trade prices?

We do not have specific wholesale prices as the whole website is aimed at the small manufacturer.  Most products will have a discount for larger quantities and we are happy to quote for quantities not set up on the website.

Do you accept Purchase Orders?

Yes, we are happy to accept Purchase Orders for amounts over £50 (excluding VAT and delivery) from schools or Local Authorities.  We do not offer a Purchase Order system to individuals.

Place your order on line and select Purchase Order as the payment method.  Email a copy of your official Purchase Order to admin@justasoap.co.uk and we will process the order and send the invoice.  Terms are strictly 30 days and goods remain the property of Just a Soap until paid for in full.

I have an order query - what do I do?

If you have any questions about your order or anything else, just get in touch via the Contact Us page or for urgent queries you can phone us on the number at the bottom of the screen.

Do you have a minimum order?

We have a minimum order of £10 (excluding VAT and shipping) for all orders.

Is there free shipping?

For UK Mainland there is free shipping for orders over £400 (excluding VAT) for the Standard service.