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 Revised February 2008.

Here at this web site, purchasing retail products or services directly from our extensive range.

From a number of approved retail outlets who sell our products.

Trading to businesses who want to resell our products both inside and outside of the United Kingdom.

Information about you will be collected solely in connection with ordering products from us.

We do not share any information about you, or your buying habits with anyone else.

We do not send out unsolicited e-mails in connection with our business.

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.

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 or Paypal www.paypal.co.uk

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.

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.

We will use your card details solely in connection with the order transaction and our bank in connection with collecting your payment.

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.

Changing the quantity of an item.

Deleting products from the cart by setting the quantity to zero.

Recalculating the total amount of your order following changes made.

Return to the shop to purchase more products.

Go to payments to purchase the goods listed in the cart.

The items you require to order.

Your full name.

Your address and postcode.

Your daytime telephone number.

Your preferred payment method.

You will be asked if you are the cardholder.

The Name as it appears on the card.

The Billing Address of the card.

The type of card to be used.

The number as it appears on the card.

The issue number on the card for debit card payments.

The validation number printed on the signature line of the card.

The start date of the card.

The expiry date of the card.

We will confirm the amount to be charged and give you an invoice transaction number.

We will then seek card authorisation on all transactions regardless of amount.

Our retail products include delivery charges within the United Kingdom only.

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.

Our 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 customer prior to order fulfilment.

We optionally provide at additional cost an overnight service for customers within the United Kingdom.

Please inform us within 7 working days, which will start the day after the goods have been received.

We need to be informed either by telephone, or by e-mail using the customer services contact details at the bottom of this page.

Please quote your unique Shopper/Order ID Number if you ordered from the Internet, or the Invoice Transaction Number if you ordered by phone.

The goods must be returned to us complete, unused and in their original wrappings.

The customer will be required to make arrangements for the safe return of these goods to us at their own cost.

We will refund your money in full within 30 days of the cancellation.

Please inform us within 7 working days, which will start the day after the goods have been received.

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.

Please quote your unique Shopper/Order ID Number if you ordered from the Internet, or the Invoice Transaction Number if you ordered by phone.

The goods must be returned to us complete, unused and in their original wrappings.

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.

The customer will be required to make arrangements for the safe return of the goods to be exchanged to us, at their own cost.

Exchanges for incorrectly ordered items will be subject to a small processing administration charge usually £1.50.

The customer agreeing to pay for additional delivery charges and payment made before despatch of exchanged items.

Please inform us of any damaged/faulty goods within 7 working days, which will start the day after the goods have been received.

We need to be informed either by telephone, fax, or e-mail using the customer service contact details at the bottom of this page.

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.

Our UK carriers will call to collect damaged/faulty goods at no charge to the customer.

Foreign customers are requested to make their own arrangements for return.

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.

Delivery of retail orders from the time we have processed your payment will normally take three working days.

All orders are made to order and are handled in strict order rotation.

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.

Mail Order Customers who submit incomplete order forms will be contacted directly to resolve the ambiguity.

If we are unable to contact you this may result in your order being delayed, suspended, or in very rare cases cancelled.

In the extreme case where we cancel an order, the customer will be required to re-submit their order request again.

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.

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.

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.

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).

Telephone support is unavailable outside of these stated hours, Sundays or UK Bank Holidays.

E-mail can be sent at any time, we will respond to you within 5 days.

Daniel Janes is our support contact on +44 (0)1484 453453, e-mail mailto:daniel@thesoaptub.co.uk

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 3PR

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.

We will inform you usually within 5 days of what action we will take and how long this will take to resolve.

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.

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