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All Customers are requested
to read our business code of practice,
prior to purchasing
any products or service from us.
Your Statutory Rights Are Not Affected
The
Soap Tub has been trading as an online retailer for
many years. Problems with orders are rare, but where
they do occur we always seek to resolve them quickly
and fairly.
The best solution to most problems
is to telephone Daniel Janes, who will seek to investigate
the problem, and wherever possible resolve it.
The Code of Practise Below is split
into two main sections. Goods (real
things) that you buy from us, and Services like training
or safety
assessments. If you are in any doubt about anything
on this page, please contact us prior to
ordering goods or services.
Daniel Janes, 1st June
2005
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This code of practice may be
subject to revision from time to time.
These
terms were last revised on 1st June 2005
The Business Code of Practice
is divided into a number of key sections, these are:
PROVISION
or SUPPLY OF TANGIBLE GOODS
Definition: Tangible
goods are items that exist in the real physical world, for
example, soap bases, colours, moulds.
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WHERE
WE TRADE WITH THE PUBLIC
We
will normally trade with you the public through a
number of clearly defined sales channels, these are:
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At
Craft Trade Fairs,
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Mail
order where customers can order our products
from our retail catalogue available to download
from the Home page, or
delivered by post to you directly on request.
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Here
at this web site, purchasing retail products
or services directly from our extensive range.
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From
a number of approved retail outlets who sell
our products.
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Trading
to businesses who want to resell our
products both inside and outside of the United
Kingdom.
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PRIVACY POLICY
The Soap Tub adopts a strict
policy of protecting your privacy. Any information we
collect about you during an online sales transaction or
when enquiring about our products, will be used lawfully
(in accordance with the Data Protection Act 1998) and
according to the regulations laid down by the Department
of Trade and Industry relating to remote selling..
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Information about you will be collected solely in
connection with ordering products from us.
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We
do not share any information about you, or your
buying habits with anyone else.
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We
do not send out unsolicited e-mails in
connection with our business.
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We
will collect personal information from you which
will include your full name, address, postcode,
telephone/fax numbers and e-mail address. If
the order is required to go to a different destination,
we will request the same information relating
to the third party.
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We
will collect your method of payment. If you have
chosen to provide credit or debit card information
on the Internet it will be collected securely
and privately using the secure payment gateway:
Worldpay: www.worldpay.co.uk
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Once
you have submitted the information to us you
will receive a confirmation e-mail with a unique
shopper ID number. We will detail what you have
ordered, the total price of your order including
shipping costs, your name and invoice address,
and the delivery address if it is different,
along with the chosen method of payment. This
is to confirm your order details are correct
and acknowledge receipt of your order.
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No
Credit Card or Debit Card details (the card number
or expiry date etc.) will be included in the
e-mail or shared publicly in any way once collected.
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We
will use your card details solely in connection
with the order transaction and our bank in connection
with collecting your payment.
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If
you submit details to us in order to receive
regular catalogues or leaflets, either electronic
or by mail, it is held solely for that purpose.
If you wish to discontinue receiving information
from us. Please e-mail us indicating this and
we will remove your details from our system and
cancel the facility.
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Rest
Assured that The Soap Tub operates a strict policy
of protecting customer privacy.
We
do not offer, resell or give away any information
about our customers or suppliers to any third parties.
For
any questions relating to our customer privacy policy
please contact Daniel Janes
by
phone on 01484 453453 or by e-mail at the following
address: mailto:daniel@thesoaptub.co.uk
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PLACING A RETAIL
ORDER THROUGH THE WEB SITE
Ordering products from us is
very easy, you are invited to visit our online retail shopping pages which contain
the facilities to place orders right here on the Internet.
Each page contains a range of products and links that
ADD TO SHOPPING CART by selecting each product. Clicking
on the button directly underneath or the link describing
your selected product will add your chosen item to your
own personal shopping cart. Whilst viewing the contents
of your shopping cart, you will be able to make certain
changes to your order such as:
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Changing
the quantity of an item.
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Deleting
products from the cart by setting the quantity
to zero.
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Recalculating
the total amount of your order following changes
made.
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Return
to the shop to purchase more products.
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Go
to payments to purchase the goods listed in the
cart.
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Once you have completed your
shopping and are happy with the contents of your shopping
cart, selecting to pay for your goods will take you to
the next screen which will collect your name, address,
phone number and e-mail address along with any delivery
address details which are different from yours.
You will then be passed to
the payments page where you will see the total amount
of your order, your personal details, and a number of
payment options. You will be asked to select your preferred
payment method. After choosing and submitting the relevant
information relating to your payment details which is
collected by the secure payment gateway -Worldpay-, you
will receive an automated order confirmation in an e-mail
for your records.
We provide payment options
where the customer can select to be contacted directly
by phone to collect card payment details. This is for
customers who are unsure about providing credit or debit
card information on the Internet. Once you have received
your automated order confirmation we will normally contact
you within 48 hours.
It is vital that you include
your daytime telephone number and e-mail address on the
order if you wish to pay using this method.
Orders are welcome from anywhere
in the world, but we will only accept certain recognised
Credit or Debit Cards (see acceptable
payment methods below). Your Credit or Debit Card
will be charged in UK pounds sterling.
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PLACING A RETAIL ORDER BY
PHONE
Customers wishing to place
orders by phone may do so during normal business hours
(09.00-16.30) Mon - Thur and (09:00 - 15:30 hrs)
Friday. Please call +44 (0) 1484 453453 to place your
order. We will collect your order
requirements, personal details and request your method
of payment. We will ask for the following information
in detail:
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The
items you require to order.
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Your
full name.
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Your
address and postcode.
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Your
daytime telephone number.
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Your
preferred payment method.
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If you wish to pay by cheque
or postal order please make them payable to The Soap
Tub. You will be asked to send your payment to us at
the address found in the contact details section of this
site. We will provide you with an invoice reference number.
If you wish to pay by credit
or debit card, we will additionally collect the following
information from you:
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You
will be asked if you are the cardholder.
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The
Name as it appears on the card.
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The
Billing Address of the card.
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The
type of card to be used.
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The
number as it appears on the card.
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The
issue number on the card for debit card payments.
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The
validation number printed on the signature line
of the card.
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The
start date of the card.
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The
expiry date of the card.
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We
will confirm the amount to be charged and give
you an invoice transaction number.
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We
will then seek card authorisation on all transactions
regardless of amount.
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If there are any issues with
your payment authorisation you will be contacted by phone
to resolve the problem.
Once we have your payment credited
into our account, or received proper authorisation of
the card, your goods will be processed and despatched
to you along with an invoice for your records.
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ACCEPTABLE
PAYMENT METHODS
Our payment terms for all retail
customers is strictly payment with order. Schools, Colleges,
Youth Groups and other public and volluntary sector organisations
in the UK may order by school or local authroity purchase
order; an invoice will then be issued with thirty days
credit terms. Established trade customers may order by
purchase order with 30 days credit terms but this is
subject to our prior agreement. (Contact for schools,
local authorities and the volluntary sector: Daniel Janes).
Payment
methods for goods are accepted in a number of ways
as follows:
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Cash
payment is accepted at craft supplies
shows and events. Please do not send
cash payments when ordering by mail
order or sending payments for Internet
Orders.
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Postal
Orders are accepted at craft
supplies shows and events and for
postal and internet orders. Postal
orders MUST be crossed and payable
to "The Soap Tub" and where
sent be post, must be sent where
a signature is required.
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Personal Cheques will be accepted at shows
and events only when the cheque is
accompanied by a valid cheque guarantee
card, and the amount of the cheque
falls within the limit stated on the
card.
Personal
Cheques for mail order items will be
accepted without cheque guarantee card
as orders will not be despatched
until payment has cleared through our
bank.
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Company Cheques from established businesses
will be accepted as payment for Trade
or Wholesale Orders on a payment with
order basis, orders will be not despatched
until payment has cleared our bank.
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Electronic Payment direct to our bank for
established trade customers. Payment
can be made directly into our bank,
details are available on request.
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For
Foreign Customers - International
Money Orders from your bank,
which must be equal to the stated
value in UK pounds sterling. Please
contact us our our international
bank account details.
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For Foreign Customers
- Foreign Bank Drafts from your bank,
which must be equal to the stated value
in UK pounds sterling.
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We accept the following major credit and debit cards,
but certain conditions apply, please read these
before ordering:
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Our card payments processing service is provided
by Worldpay: Worldpay support for shoppers
can be viewed here http://support.worldpay.com/shopper/
Worldpay
opperates a shopper's garuntee: for details
visit: http://www.worldpay.com/guarantee/shopperclaim.html
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DELIVERY
CHARGES
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Our retail products include
delivery charges within the United Kingdom only.
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Delivery charges for
retail items going outside of the United Kingdom
are additional and expensive, We will advise
you of the additional shipping amount prior to
processing your payment and order, giving you
the opportunity to review the costs before committing
to the order.
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Our wholesale products exclude any
delivery charges, these will be added to the
total value of your order. The delivery charges
are calculated by weight and will be communicated
to the wholesaler prior to order fulfilment.
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We optionally provide
at additional cost an overnight service for wholesale
customers within the United Kingdom.
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RIGHT
TO CANCEL
Customers have the right to
cancel their order without giving a reason, but please
note the following terms and conditions:
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Please
inform us within 7 working days, which will start
the day after the goods have been received.
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We need
to be informed either by telephone, fax, or by
e-mail using the customer
services contact details at the bottom of
this page.
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Please
quote your unique Shopper/Order ID Number if
you ordered from the Internet, or the Invoice
Transaction Number if you ordered by phone.
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The
goods must be returned to us complete, unused
and in their original wrappings.
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The
customer will be required to make arrangements
for the safe return of these goods to us at their
own cost.
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We will
refund your money in full within 30 days of the
cancellation.
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CUSTOMER
EXCHANGES
Exchanges can be made for any
goods that have been incorrectly ordered, but please
note the following terms and conditions:
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Please
inform us within 7 working days, which will start
the day after the goods have been received.
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We need
to be informed either by telephone, fax, or by
e-mail using the customer
services contact details at the bottom of
this page.
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Please
quote your unique Shopper/Order ID Number if
you ordered from the Internet, or the Invoice
Transaction Number if you ordered by phone.
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The
goods must be returned to us complete, unused
and in their original wrappings.
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If the
value of the goods returned differs from the
value of the exchanged goods, we will either
make a refund for the difference or request the
customer to pay for any outstanding amounts due
prior to despatch of the exchanged goods.
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The
customer will be required to make arrangements
for the safe return of the goods to be exchanged
to us, at their own cost.
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Exchanges
for incorrectly ordered items will be subject
to a small processing administration charge usually £1.50.
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The
customer agreeing to pay for additional delivery
charges and payment made before despatch of exchanged
items.
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DAMAGED
OR FAULTY GOODS
Customers who receive damaged/faulty
goods, please note the process for handling this:
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Please
inform us of any damaged/faulty goods within
7 working days, which will start the day after
the goods have been received.
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We need
to be informed either by telephone, fax, or e-mail
using the customer
service contact
details at the bottom of this page.
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Where
goods are clearly damaged in transit please inform
us within 3 working days, so that we can inform
our carriers and begin a claims procedure for
compensation for the damage.
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Our
UK carriers will call to collect damaged/faulty
goods at no charge to the customer.
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Foreign
customers are requested to make their own arrangements
for return.
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The
customer may exercise their right to a full refund
to the value of the damaged goods and any consequential
charges incurred. we will refund your money in
full within 30 days. Or the customer may have
a replacement order for the damaged/faulty items.
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Our
Delivery Timescales
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Delivery
of retail orders from the time we have processed
your payment will normally take three working
days.
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All
orders are made to order and are handled in strict
order rotation.
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We
endeavour to fulfil all wholesale and trade orders
as quickly and efficiently as possible we will
provide you with a lead time for completion of
the order prior to making and despatch, but usually
we endeavour to deliver within 10 working days.
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Incomplete Order Information
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Mail
Order Customers who submit incomplete order forms
will be contacted directly to resolve the ambiguity.
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If
we are unable to contact you this may result
in your order being delayed, suspended, or in
very rare cases cancelled.
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In
the extreme case where we cancel an order, the
customer will be required to re-submit their
order request again.
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OUR
MISTAKES
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Mistakes
rarely happen, but in the event the error is
of our making, goods will either be despatched
or replaced and we will be responsible for any
additional carriage charges incurred by the customer
in returning the items to us or delivering items
to you.
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CUSTOMER
SERVICE AND SUPPORT
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All
our customers are important to us and we value
your business. As part of our commitment to you
we provide telephone, and e-mail support for
any aspect of our products.
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At the
moment we provide this service free of charge
(except where it forms part of a workshop or
consultancy), the only cost to you is the standard
cost of the phone call.
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Telephone
support is available from 09:00hrs - 16.30hrs
GMT Monday to Thursday and 09:00hrs - 15.30 GMT
Fridays. Please note that the office may close
between 1.15 and 2 pm (Wharehouse common lunch
hour).
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Telephone
support is unavailable outside of these stated
hours, Sundays or UK Bank Holidays.
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E-mail
can be sent at any time, we will respond to you
within 5 days.
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Daniel
Janes is our support contact on +44 (0)1484 453453,
e-mail mailto:daniel@thesoaptub.co.uk
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COMPLAINTS
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If you
believe that you have a genuine complaint about
any aspect of our service or products, in the
first instance please phone Daniel Janes on +44
(0)1484 453453 or write to us within 10
working days of receiving your order. Adress:
Daniel Janes, The Soap Tub, Victoria Mills, Albert
Street, Lockwood, Huddersfield, HD1 3TP.
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We rarely
receive complaints, but if we do, we promise
to deal with it promptly and efficiently. We
pride ourselves on our level of customer service
and we want you to enjoy our products fully.
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We will
inform you usually within 5 days of what action
we will take and how long this will take to resolve.
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If we
are unable to provide a response within 5 days
we will give you an estimate of the amount of
time it will take to organise a resolution to
the problem.
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PRODUCT
GUARANTEE
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Our
guarantee is a simple one, if you are not entirely
satisfied with the product you have received
return it within 10 days and we will either:
1). Exchange the product for another of the same
type and value, or 2). Refund you for the value
of that product plus any postage incurred. This
guarantee is clearly in addition the to the consumer's
statutory rights and all other rights as detailed
in the above terms and conditions
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PROVISION
OF TRAINING AND OTHER SERVICES
The services to be provided by
the The Soap Tub website to which these terms and conditions
relate are set out below. These terms
and conditions may be changed or updated at any time. Regular
viewing of this page is recommended.
WORKSHOPS BOOKING AND REFUND CONDITIONS
FOR SOAP SCHOOL WORKSHOPS.
The "Soap School" and
Soap School.com and Meltandpoursupplies.com are trading
names for The Soap Tub, HD1 3TP
By making a booking
either by telephone, via interenet or email, you accept
the terms and conditions below.
1. Acceptance of Bookings.
The Soap Tub reserves the right
to refuse a booking at the discretion of the management
of the Soap Tub. In the event that a booking is not accepted,
a full refund will be made wtihn ten days..
2. Use of Recording
Media and Photography.
Prior permission is required
prior to the use of any recording of photographic equipment.
The Soap Tub reserves the right to photograph and record
training sessions and to use images and media obtained
for its own purposes for which no royalty or other fee
will be paid: booking on the course will be taken to be
an implied acceptance of this condition. In the event of
fraud or non-payment of either course fees or materials
purchased images will be forwarded to the police or such
other agency as the Soap Tub chooses.
3. Cancellations/Variation
from the Advertised date, venue or trainer.
Except in exceptional circumstances,
and at the sole discretion of the management of The Soap
Tub, refunds will not be made for any cancellation made
less than fourteen days prior to the day of the course.
This includes bookings made by credit card. Your statutory
rights are not affected.
In the event of The Soap Tub
canceling a course a full refund will be made. In the event
of a course being cancelled due to fire, flood, or other
event beyond the control of The Soap Tub, no refund will
be made, but an alternative date for the workshop will
be offered.
The Soap Tub reserves the right
to substitute venues, trainers, projects covered and dates;
we will notify workshop participants in writing as soon
as such a substitution becomes necessary prior to the course
and make arrangements to offer alternative training dates
if the substituted date or venue are not reasonably accessible
to the participant.
4. Catering/Hospitality
and Special Needs.
It is the responsibility of
the persons booking places to inform The Soap Tub of any
special dietary or other requirements that may have at
the time of booking a place.
Wheelchair/limited mobility.
Please contact us prior to making a booking so that we
can advise you on whether or not we will be able to accommodate
your requirements. Recognising that not all our venues
are suitable for persons with limited mobility, we may
be able to make alternative arrangements. We are committed
to providing equality of access to our workshop and training
programmes.
5 Proof of Payment.
On the day of the course you
will be asked to bring with you the confirmation of payment
for your course place.
6. Correspondence.
In the event that there is any
part of a Soap School training event that you are dissatisfied
with, you should address your concerns in writing, within
7 days of the event concerned, to Daniel Janes, Soap School,
The Soap Tub, Victoria Mills, Albert Street, Lockwood,
Huddersfield HD1 3TP.
We would normally expect that
you would have raised any concern with us on the day of
the course, and given us the opportunity to resolve it.
7. Other Terms.
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Other Services
The Soap Tub provides a range of other services, including,
but not limited to, consultancy, safety assessment, and bespoke
training.
Details of the terms and conditions are not on this website
as they will be tailored to each customers requirements.
Customers are advised to ensure that they
have discussed fully with The Soap Tub any such service ordered,
and have read and understood any statement of our terms and conditions
issued to them.
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All enquiries about
the content of this page should be addressed to
Daniel
Janes, The Soap Tub, Victoria Mils, Albert Street, Lockwood,
Huddersfield, HD1 3TP
01484 453453
daniel@thesoaptub.co.uk
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