Frequently Asked Questions

My Account

Apply for a trade account here. Complete and submit the trade customer application form. Once your application has been manually approved by Head Office, you will receive an email with your password. Account approval may take up to 5 working days, but we will endeavour to respond as soon as possible.

If you have an account set up, you can access it here. 

Alternatively, you can access it by clicking your account name in the top right corner of the website header, or in the main menu > information > your order > my account.

We value the security of our customers very highly and take it very seriously. All your personal details are stored on a secure server. We will never share your details with any other companies or anyone else, with the exception of approved third parties we work with in order to enhance your shopping experience, or for our marketing purposes. You can opt out of this at any time.

Please read our Privacy Policy for more details.

All new trade accounts are initially proforma accounts, and orders require payment in advance before they are shipped. 

Please complete at least one proforma order, then contact our sales team to discuss setting up a credit account.

If you’re having trouble signing in to your account, we would advise resetting your password in order to update your account. You can do this by clicking ‘Lost Your Password?’ underneath the sign in form.

You will then be directed to a page asking you to confirm the correct email address for the account you’ve forgotten the password for.

You will then be sent an email with instructions on how to set up your new password. Please allow up to 30 minutes for it to arrive and check your spam and junk folders.

When you make an order with us you give us permission to email you with order information, plus our regular newsletter.

If you do not wish to receive email newsletters, please click ‘unsubscribe’ at the bottom of the email, or email us at info@theenglishsoapcompany.com and we will remove you from our mailing list.

Find out more about how we use your data to contact you by reading our Privacy Policy.

Orders

Yes, please apply for a wholesale account in order to make an order. Your application will need to be manually approved before an account is created.

Currently this website is only suitable for UK-based customers. If you are an international customer please call or email us to make an order.

There is a minimum order value of £100 excluding VAT.

We only accept payment via BACS bank transfer as payment for online orders, alternatively you can call our Sales Team and we will take card payment over the telephone.

Standard carriage for any order under £250 is £12.50. We offer free shipping for any order with a value over £250 (excluding VAT).

For any queries regarding your order, please email us at sales@theenglishsoapcompany.com

You can check the status of your order in your Account dashboard, under ORDERS. Please check the order status:

  • ON-HOLD: your order has been submitted to our sales team for checking
  • PROCESSING: Your order is being packed by our dispatch team
  • PENDING PAYMENT: Your order is ready for dispatch, but requires payment before shipping
  • COMPLETE: Your order has been dispatched and will be with you in 1-3 working days. 

You will receive an email for every order status, if you reqire further information please contact head office here. 

Yes, we are able to take wholesale orders for hospitality venues.

Shipping & Returns

Yes, we offer free shipping for any order with a value over £250 (excluding VAT). Standard carriage for any order under £250 is £12.50.

Once you have submitted your order, it will take between 2-7 business days to arrive. We will notify you by email at every stage of your order processing and when it is dispatched.

During peak-times (such as during and the week after trade shows) your order may take a little longer to process, but we will endeavour to get it to you as quickly as possible.

Once you have received email confirmation that your order has been dispatched, it will take 1-3 working days to arrive.

Yes, your order will be shipped by courier and will require a signature on delivery.

Please contact us as soon as possible if you have made an order in error, or would like to amend an order before it is shipped. 

We will not issue a refund for any order that has been shipped, unless the items have arrived damaged or faulty. Please read further details on our Terms & Conditions page

In the unlikely event that items within your order have arrived damaged or faulty, please contact the sales team and we will organise collection by our courier.

Products

Absolutely not. We do not do any animal testing and all our products are cruelty-free.

All of our products are completely free from SLS’s and Parabens.

Yes all of our soaps are vegan friendly.

Yes, every product we make is made by ourselves on our farm site in East Sussex.

Certain products are more suitable than others for people with dry, sensitive or problematic skin. We would recommend our Personal Care range as the most suitable which has a wide range of specialised products.

More Information