FAQ's
Frequently Asked Questions (FAQ)
Here are some frequently asked questions about Enchant and Soap products. If you can't find your question here, please feel free to email us at support@enchantandsoap.co.uk.
Q: Why am I being charged a shipping fee?
A: We apply a single shipping fee for your entire order, regardless of the number of items purchased.
If your order includes a preorder item, all items in your order will be dispatched together at the latest dispatch time. If you require any items sooner, please contact us to arrange separate shipping for an additional fee.
Orders over £50 qualify for free postage, which will be automatically applied at checkout.
If you have any special shipping requirements or questions about your order, feel free to contact us at support@enchantandsoap.co.uk.
Q: Are your products 100% vegan, natural, or suitable for my skin condition?
A: Not all our products are vegan, as some may contain beeswax, buttermilk, or other non-vegan ingredients. Additionally, nuts are consumed on the premises, and while we take care during production, we cannot guarantee that products are nut-free.
We do not claim that all our products are completely natural, as some items may contain synthetically made fragrance oils. Each product has its ingredients clearly listed for transparency.
We have no medical qualifications, and as such, we cannot advise on whether our products are suitable for specific skin conditions or medical concerns. We strongly recommend that customers perform their own patch tests before using our products, as every person’s skin is unique and may react differently to ingredients. This applies to animals as well—if using on pets, consult with a qualified veterinarian first.
Q: I have allergies. Are your products allergen-free?
A: We provide full ingredient lists for complete transparency. Please review these carefully if you have allergies. Note that some products may contain beeswax, buttermilk, or other animal-derived ingredients, and nuts are consumed on the premises. While we take care during production, we cannot guarantee our products are free from trace allergens.
We have no medical qualifications, and as such, we cannot confirm whether our products are safe for your specific allergy or condition. We recommend consulting a medical professional and performing your own patch test before use, as each person’s skin is unique and may react differently to ingredients. Should you experience any discomfort or irritation, discontinue use immediately.
Additionally, we are working to comply with the new government guidelines requiring the labeling of 81 allergens. These updates are mandatory by 2028, but we will update our labels and website as soon as we receive finalized documentation from our suppliers.
Q: How do I check the status of my order?
A: You will receive an email confirmation immediately after placing your order, which includes a tracking number once your order has been dispatched. You can track your parcel using this information.
If you have any issues, contact us with your order number, and we will assist in tracing your package. Please note that parcels are only considered lost after two weeks from the dispatch date (as per Royal Mail guidelines).
Q: Do you accept returns or provide refunds?
A: We accept returns or refunds for faulty or damaged items within 30 days of receipt, provided the item is unused and in its original packaging. Please contact us at support@enchantandsoap.co.uk to arrange a return or refund.
Due to hygiene reasons and the nature of our products, we cannot accept returns or refunds for items that have been opened or used unless there is a clear fault. If your order has not yet been shipped, we can issue a full refund—please contact us immediately to cancel your order.
We offer return postage for items deemed faulty or damaged. However, return postage is not covered for non-faulty items. Please ensure you contact us to receive a return shipping label and instructions on how to proceed with your return.
Disclaimer:
- All refund or return requests must be made within the 30-day period. We are unable to accept requests beyond this timeframe, including concerns related to scent fading or changes. Scent fading is a natural occurrence over time and does not qualify as a fault unless reported within 30 days of receiving your product.
- For items reported faulty after 30 days, the fault must have been present at the time of receipt. Proof of the fault will be required, and the item must be returned for examination. We will inspect the product to determine the cause of the issue and whether it qualifies for a refund or replacement.
We strive to resolve any issues to your satisfaction, offering solutions such as store credit or a replacement product where appropriate. However, aggressive or inappropriate behavior in communications will not be tolerated, as outlined in our policies. We reserve the right to terminate communication and refuse further service in such cases.
If you are dissatisfied with your order, please contact us promptly to ensure we can assist you effectively.
Q: My order hasn’t been shipped. Why?
A: Occasionally, unforeseen circumstances such as illness or accidents may delay shipping. While we aim to dispatch orders within one working week (Monday to Friday), any significant delays will be announced on our website and social media channels.
Q: I haven’t received my order, and it’s been over a month since dispatch.
A: If your order hasn’t arrived within one week of dispatch, please contact us to chase it up with the courier. Most orders are sent via Royal Mail 48-hour tracked delivery or Evri.
However, we cannot offer refunds or replacements for orders more than one month after dispatch, as tracking information may no longer be available. Please allow extra time for delivery during peak seasons or postal strikes, as these are beyond our control.
Q: Do you provide free products for promotions or influencers?
A: Regrettably, we do not provide free products or large discounts in exchange for social media promotion. As a small business, we need to cover costs such as ingredients, wages, and assessments. However, we regularly run promotions and discounts—please follow us on social media or sign up for our email newsletter to stay updated.
Q: Can you send free testers so I can try before I buy?
A: Unfortunately, we do not offer free testers. We encourage you to review the detailed scent descriptions on our website to determine whether a product suits your preferences.
Q: Why do some customers receive more products in videos than I did?
A: Occasionally, YouTubers or influencers may use promotional codes or participate in offers that were available at the time of their purchase. These promotions may not always be highlighted in their videos.
Please note that all customers are treated equally regarding items and offers. Follow us on social media or subscribe to our emails to stay informed about promotions.
Q: I see you as a friend - are we?
A: While we deeply value the connections we build with our customers, it is important to maintain a clear distinction between friendship and business. All interactions related to orders, products, or the business will be handled professionally to ensure fairness and consistency for all customers. This will be done using a more formal approach.
We kindly request that business matters are directed through our official channels, such as support@enchantandsoap.co.uk or our website’s live chat. This ensures all inquiries are addressed efficiently and respectfully, and that the lines between personal and professional relationships remain clear.
Q: How do I place an order on your website?
A: Simply select the items you wish to purchase and click the "Buy Now" button. Fill in your shipping and billing information, and we’ll handle the rest! Please ensure you read the product descriptions carefully before completing your order.
Q: Where are you based?
A: We are a cottage business based in the beautiful Lancashire Valley of Rossendale. Surrounded by rolling hills and wildlife, it’s a magical location that inspires our creations.