Here are some frequently asked questions about Enchant and Soap products. If you can't find your question here, please feel free to email Claire at support@enchantandsoap.co.uk

 

Q: Are your products 100% vegan/natural/suitable for "x" skin conditions?

A: While we incorporate vegan-friendly ingredients in our products, we are unable to make an official claim as a vegan brand without additional approval from the Vegan Society. Please refer to the ingredients list provided in our posts for specific details. It's important to note that we are not qualified medical professionals, so we recommend exercising your own judgment and seeking professional advice when necessary. We are proud to share that many customers with skin conditions have shared positive feedback on platforms such as YouTube, Trustpilot, and our Social Media pages regarding the beneficial effects of our products.

Q: I have allergies. Are they allergen free?

A: For complete transparency regarding ingredients and allergens in our fragrances, we encourage you to review the ingredients list. If you have any uncertainties, we recommend consulting your doctor or midwife for clarification as we do not possess medical expertise. Should you experience any discomfort or irritation, please discontinue use immediately.

Q: I'm allergic to nuts. Do you make in a nut free environment?

We incorporate colloidal oatmeal into certain products and occasionally consume nuts. We are unable to provide a guarantee that our products are completely free from nut traces.

Q: Do you do custom or wholesale orders?

Not currently.

Q: How do I check the status of my order?

A: You will be emailed your receipt immediately after you placed your order. Once your order has been shipped, your order will contain your tracking number. At each step along the way, you can use it to see where your parcel is located by going to your order page or by sending us a message to get the tracking ID.
Please note, A lost or late parcel after posting is beyond our control. We will do our very best to trace and track the order and get it delivered. We will, however, do our very best to issue a replacement if it has not been delivered after 2 weeks from posting (as per Royal Mails guidelines for making a claim).

Q: Do you provide a quality guarantee for all the products being sold?

A: Absolutely! If you find damages to the product, contact us immediately! We do all we can to ensure your best shopping experience. You can simply contact us and we will get it addressed!
We do offer refunds and exchanges if you're completely unsatisfied with your products quality. Please state which you would like this in your message This does not include being upset with an item(s) in an order you received in a monthly or mystery box. Please note that you will need to contact us for a return shipping label if you would like a refund/exchange AND provide evidence of any damage to the product(s). This is in our policies.
Unfortunately, we do not accept returns on any used product for hygiene reasons. If you're completely unsatisfied with your product, please contact support@enchantandsoap.co.uk with your concern and what you would like as a resolution and we will be happy to discuss with next steps.

Q: My order has not been shipped- why?

A: Occasionally, things can happen that are completely unexpected such as a sickness/accident, which means shipping may be delayed. We do our utmost to post within 3 working days, but if any unexpected circumstances arrive, then this will be put on the website and on our social media. We do not contact each customer individually as time constraints would not allow this. You can be sure that your order will be shipped as soon as humanely possible to ship - often outside our usual times.

Q: I haven't received my order and its been more than a month since despatch

A: If you have not received your order within one working week (7 days) of despatch, please contact us as we can chase this up with the delivery service. We tend to use 48 hour tracked delivery via Royal Mail or Evri. However, we will not refund or replace items after a month from despatch due to not being able to track the order. All orders are sent tracked and should be delivered within a week of despatch not order date! Please do note that Royal Mail in particular, have millions of parcels and post to deliver besides yours and they may experience delays with their own staff being sick, on strike, overwhelmed with post. As soon as your order leaves us, the time following is out of our control. 

Q: I don't wish to pay full price, can you give me a huge discount/order for free and I'll promote you instead?

A: Regrettably, we are unable to provide complimentary items in exchange for social media promotions. This practice does not align with our business model, as we have various expenses to cover including ingredient costs, wages, insurance, assessments, and labeling. We regularly have promotional offers available, so we encourage you to keep an eye out for these opportunities. Please be informed that we do not offer substantial discounts or free merchandise for promotional purposes. Any complimentary items we provide to customers will be during our own promotional events. 

Q: Can you send me any free testers as I want to try before I buy?

A: Unfortunately, due to our status as a small business, we are unable to provide complimentary products. We recommend reviewing the scent descriptions to determine if they align with your preferences.

Q: I'm unhappy with my order? What is your guarantee period?

A: Within 30 days after you have received your order, if you find that you are unsatisfied with your purchases, please contact me to let me know what issues you might be having with your order. Merchandise must be returned in the same, unopened condition as it was received. Refunds will be made for the price of the item, excluding shipping fees.Your satisfaction and happiness is our top commitment. If an error was made on our part, we'll do what we can to fix it! Thanks for your support!

After we have received the item, the refund money will be refunded to your original payment method that you will have used during your purchase. For credit card payments, it may take up to 10 working business days for a refund to appear on your statement. This is beyond our control and is purely to do with the banking systems.

Q: I've watched "x" on YouTube and they got loads of items where I only got a few. Why?

A: Please note that occasionally YouTubers may hit the wrong number or have used a deal that was running as a promotion at the time and either this is during some part of their videos or they have simply forgotten to mention it. This is human error and does sadly occur. All our customers are treat the same when it comes to items received but do keep checking our socials on Facebook and Instagram for any current promotions, or sign up and read our emails. Please note that although we do watch a couple of YouTubers videos, we are not affiliated with them in any way and they spend their own money purchasing the items. We have no influence on what they place on their channels.

Q:  How can I get in contact with you?

A: We handle customer service through email. Click the bottom right speech bubble to open up a chat with us and let us know if you have any questions or concerns.

Exceptional support. You can contact us by sending your message here:  support@enchantandsoap.co.uk

Q: How do I order on your website?

A: Simply select the items and click the 'Buy Now' button. Fill in your shipping and billing information and we'll have your order shipped to you as soon as possible! Please do remember to read the descriptions in full at the time of ordering.

Q: Where are you based?

A: We are a cottage business based in the beautiful Lancashire Valley known as Rossendale. Rossendale is surrounded by picturesque hills and not far from the infamous Pendle Hill. It is home to allsorts of woodland creatures as well as ourselves and oftentimes, deer, badgers and foxes can be seen in addition to the expected farm life. It is a truly magical place to live.