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BY ORDERING PRODUCTS FROM OUR WEBSITE, YOU CONFIRM THAT YOU ACCEPT OUR TERMS & CONDITIONS
We’ or ‘Us’ means Marble Hill Soaps Ltd.
All our prices are shown in Pound Sterling and exclude postage & packaging fees. The cost of our ingredients & packaging materials vary and we therefore reserve the right to change our product prices without prior notice. This does not apply to orders already placed & paid in full.
CONDITIONS OF SALE
All orders will be processed & despatched upon receipt of payment.
Whilst every effort is made to accurately describe our products, there may be slight variation in product colour, packaging design or specification. We endeavour to make sure pricing is correct at time of publishing, but reserve the right to change prices due to error or supplier changes.
We accept online payments by PayPal. All payments are made securely through the payment processing company’s website.
Payment can also be made by cheque or via a bank transfer. Contact us via the Contact Form to arrange this type of payment.
POSTAGE & PACKING
Postage will be charged as stated on the website, unless otherwise arranged with the customer. We reserve the right to change & amend our postage prices. For details of our current postage rates and related shipping conditions, please refer to our shipping page.
Larger orders or those weighing over 1.4 kg will be sent by our courier, DHL. Packages returned to us due to ‘no response to card left by the courier’, will incur an admin fee of £12 per order. Please note you have 2 attempts within 7 days to re-arrange delivery before it is returned to us.
If you wish to have your order re-delivered, you can give us a call on 02871357128 to pay the admin fee, which includes the courier charge for the return of the undelivered package and the second P & P charge to have your order re-sent.
If you choose to have a refund instead, we will refund the original amount paid for your order minus the admin fee of £12.00 to cover the courier charges for the original shipping & the returns of the undelivered package.
DISPATCH & DELIVERY TIMES
‘Marble Hill Soaps Ltd products are very often made to order (they are fresh and handmade after all!). Please allow up to 5 working days for your order to be processed & despatched.
If you have ordered products, which are in stock or already made your order will be processed & despatched within 2 working days.
Orders placed over the weekend will be processed on Monday or if you happen to order over a bank holiday, your order will be processed on the first working day, usually a Tuesday.
We send our packets via Royal Mail, Parcel Force, Fastway, Fedex, UPS or DHL (depending on weight) and in most cases they arrive within 2-3 working days. However, we accept no responsibility for loss resulting from delivery delays.
RETURNS, DAMAGED GOODS & CANCELLATIONS
RETURNS POLICY – If you change your mind and wish to return a product, you must notify us of your intention within 7 days of receiving your order. Please note that due to hygiene reasons we can only accept UNUSED products for refund, providing they are returned to us in re-saleable condition and within 14 days of receiving your order. All return costs will be the customer’s responsibility, unless you are returning a faulty product.
DAMAGED / INCORRECT GOODS – We must be notified of incorrect, missing or damaged products within 3 days of receipt. We accept no responsibility for goods damaged in transit, though it is at our discretion that we may send you a replacement. All orders are checked carefully before dispatch & products included are marked off on a couple of print outs to minimise the chance of a product missing from your parcel. Please check your order carefully before ringing to advice of a missing product.
CANCELLATIONS – You may cancel your order at any time before despatch. Cancellations after your order has been despatched must be done within 7 days from receipt. You will be required to return the products in re-saleable condition at your own cost. Small orders consisting of 1 or 2 items will be refunded in full (please see refund exclusions below). Larger orders, especially those dispatched via our courier, will incur a £3.50 fee to allow us to cover the full shipping costs relating to your order.
REFUND EXCLUSIONS – The P&P fees (for UK orders) and the relevant fee for overseas orders WILL NOT be refunded.
SUITABILITY OF PURPOSE
We do not accept responsibility for misuse of our products. It is the responsibility of the customer to use the products with discretion. We do not accept responsibility for damage or defect of goods arising from incorrect storage or use by the customer. We accept no liability for loss or consequential damage arising from the goods supplied.
All products are checked carefully before dispatch to the customer. We cannot be held responsible for deterioration of the products due to the customer’s incorrect storage conditions i.e., exposure to direct sunlight, frost, humidity or heat etc. The customer should ensure that the products are kept in cool and dry conditions (bathroom windowsills are often exposed to direct sunlight and so are the creams or products displayed on them), and a clean spatula is used to remove products from the jar (instead of fingers) to minimise the risk of deterioration in the product resulting from external contamination. All liquid products, such as shampoos and shower gels, should be shaken well before use to emulsify the ingredients. Should some oil separation occur in your creams and lotions, please stir the product with a clean spoon or a suitable utensil until the oil has blended into the cream. Oil separation does not affect the qualities of your cream.
Our products are not preserved with chemicals substances such as parabens or phenoxyethanol. All our products have a shelf life of a minimum of 12 months unopened, and 3-4 months from opening. Most products will be usable for longer, however their quality may deteriorate. To avoid disappointment, please start using your products as soon as possible after purchase and keep them away from sun or heat. Please avoid stocking up – just like with fresh food, you are best buying only what you are likely to use within a few months.
HEALTH & SAFETY
We do not accept responsibility for the misuse of our products. It is the responsibility of the customer to use the products with discretion and check with a professional if in doubt. By purchasing our products you recognise and accept the fact that that some natural ingredients, essential oils in particular, may still cause sensitivity in susceptible individuals and that Marble Hill Soaps Limited will not be held responsible for such occurrences. We encourage those with sensitive skin to purchase tester pots where applicable and performing a patch test on the skin for possible reactions.