The Small Print

Oakwood Soaperie is a small, independant business, we pride ourselves on delivering a beautiful product straight to your door. We aim to provide excellent customer service. Our customers are able to leave reviews of their experience on our 'Reviews' page but if you are unhappy with our products for any reason, rather than leave a bad review, please get in touch via the details in our contacts page or by e-mailing us at [email protected]. We'd love the chance to make it right so you're 100% happy with your purchase. 

Ordering: - When placing an order with us, it is your responsibility to provide us with accurate personal details and shipping information. We cannot be held responsible for non delivery of your order if your details prove to be incorrect or incomplete.

When your order is made online and you chose to pay by Paypal, the order confirmation you receive from Paypal is not a confirmation of your order with us. We will check the details we receive from paypal and reference them to the details you provide at the point of ordering, and will query any discrepancies. This is to ensure accuracy and to enable us to fulfil your order in a timely manner. An order will only be confirmed once it has been verified by us.

We cannot be held responsible for any error that occurs whilst you are placing your order via our shopping basket - technical or otherwise that is beyond our control. If you experience any problem whilst ordering, please contact us immediately, we will aim to resolve the problem if we can as soon as possible. We cannot despatch a queried order until the problem has been resolved and payment received in full or the order has been successfully cancelled if need be.

Due to the handmade nature of our products, each one is individual. This means there may be slight differences in colour, texture appearance, weight, and design between batches.  We may from time to time change our packaging; this will always be in keeping with our green ideals and will fit with our overall style. We do however try to be consistent in our products but if you have any query regarding your order, please contact us at [email protected] as we will be in touch as soon as we can. 

Prices: - All prices are quoted on our website are in pounds sterling (£) and do not include VAT. The cost of packaging is included in the postage charge for UK deliveries. Packaging charges on special orders will be quoted upon request and may be charged separately to the cost of Goods.  The prices quoted for our goods are subject to change at any time due to the changes in the price of ingredients; therefore we reserve the right to amend any price for goods without prior notice.

Gift Vouchers: - Our Gift vouchers are for sale and redemption only on this website ww.oakwoodsoaperie.co.uk. They cannot be exchanged for cash or used more than once. When ordering, please be aware they will only be posted recorded delivery so it can be tracked and traced, (a signature will be required on delivery) and to the specified postal address stated on the order. A minimum spend applies which is clearly stated on each listing and will be written on the back of the voucher. 

Payment: - Payment for goods, packaging and postage must be made in full before any goods are dispatched, we do not offer a credit service.

The only exception to this is on Custom or Special orders. We will e-mail you a 50% deposit invoice to be paid via PayPal or by bank transfer in advance of making your order. The balance of which including any packaging and delivery charges, will be sent to you prior to completion. Dispatch of a special or custom order will only be completed on cleared payment of the full balance due.

Online Payment is handled securely by third party providers PayPal and Stripe and is only accepted via PayPal/Credit Card or Debit card. 

Payment of your order made via PayPal and Stripe is completely secure, you don't even need a PayPal account to make a purchase as you have the option to pay by credit / debit card. We don't have access to or retain any payment information or card details as this is solely handled by the payment gateway providers mentioned above.They in turn are subject to assessment to ensure compliance to the Payment Card Industry Data Security Standard (PCI DSS). 

We cannot be held responsible for any charges incurred by you from your Credit Card Company or bank in relation to the processing of any order made with us.  Please note that if, for any reason, your card payment is not authorized by your bank/credit card company, we will not be able to proceed with your order and it will be cancelled.

Returns, exchanges and Refunds: - We hope you will be entirely happy with your Oakwood Soaperie products but if for any reason you wish to return them or cancel your order, please contact us within 14 days commencing the day after receiving your order. You can return your goods within 14 days of communicating your wish return your items for a full refund of the cost of the goods provided they are in fully re-saleable condition and have not been opened or used. A deduction may be made from the refund for any diminished value caused by the handling of the goods by the consumer beyond what is reasonably necessary to establish the nature, characteristics and functioning of the goods. This could, where relevant be up to the full value of the goods. In the event of a return, we will reimburse the initial costs of postage of the minimum standard postage option at the time of your order. You will be responsible for covering the cost of postage to return your order to us and you must obtain proof of posting at the time of despatch. 

Any refunds we deem owing to you will be made via Paypal or Stripe within 14 days of receiving the goods back Or, if earlier, the day on which the consumer supplies evidence of having sent the goods back. There may be a deduction made for diminished value where the goods are not in a fully resalable condition.

We request that you notify us promptly (and in any event within 30 days) if your order has been damaged in transit so we can arrange a replacement for you. In these circumstances you must also keep all packaging as it may be required in the event of making a claim against the delivery company.

No refunds will be offered if you have provided an incorrect address and the parcel subsequently goes missing, it is your responsibility to provide an accurate shipping address.

Faulty goods: - Every customer order we process is handmade, checked and hand packed with love and care but In the unlikely event your ordered goods are faulty, you must notify us within a reasonable time and where possible within 48 hrs. We will provide an alternative product or offer you a full refund for the cost of goods and any postage costs involved in returning the faulty goods to us. 

Custom orders - Please be advised any goods made specifically as the result of a custom order are FIRM SALE ONLY, 50% of the cost will be charged in advance via our invoicing system or by PayPal invoice. The balance of which + postage charges must be paid before goods will be despatched. These types of orders are non-refundable and cannot be returned.

We retain ownership of all goods ordered until cleared payment from you has been received.

Statutory Rights: - These Terms & Conditions of Sale do not affect your statutory rights. 

Copyright Notice: - We retain copyright on all materials on this website, including photographs and images, videos, page design, text, product names and descriptions of any of our products and these may not be reproduced in whole or in part by electronic or other means without our prior written consent.  We will take legal action against anyone found to have breeched this copyright by using images, text, copying product designs or recipies, without our prior knowledge or permission.

Modifications to our Terms and Privacy Notice: - Oakwood Soaperie reserves the right to modify these Terms and Privacy Policy and the updating of the Policy on our website will be considered as notification of a change.

Questions: - Should you have any questions, queries or complaints please e-mail us at [email protected].

Our address for written communication only is:

Oakwood Soaperie,
4 Oakwood Cottages, Wylam, Northumberland, NE41 8BJ. 

Tel no 07757161659.