We want you to be delighted with your purchase from Artisan Soap Co. If you change your mind, you have the right to cancel your online order within 14 days of receiving your goods, in accordance with applicable consumer legislation. You then have a further 14 days from notifying us of your cancellation to return the items to us.

There are some exceptions such as personalised/custom products such as personalised soap gifts or bespoke goods.

To start a Return Request, please use the Contact Us Form here: https://artisansoapco.uk/pages/contact

ArtFactory will reimburse to you all payments received from you, minus the costs of delivery which we cannot refund.

We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement without undue delay, and not later than –

• 14 days after the day we receive back from you any goods supplied, or
• If earlier, 14 days after the day you provide evidence that you have returned the goods, or
• If there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.

In all cases, the French soap items returned must be in their original condition and the goods are your responsibility until they reach ArtFactory. Please ensure you package your return using the original packaging to prevent any damage to the items.

We do not offer a free returns service and we suggest you use a recorded method of carriage to return the goods as we cannot be held responsible for items lost or delayed in transit on the way back to us.

Please return the order to: Artfactory, 27 Horton Hill, Epsom, Surrey KT19 8SS

Personalised French Soap Products & Bespoke French Soap Selections

Please note: Bespoke French soap gifts, personalised French soap gifts and custom French soap products are all final sale. Returns will not be accepted unless the product arrives damaged or defective.

Please contact us as a matter of urgency in the unlikely event a product is received in a defective or damaged state. We will always work hard to put things right with you.

Please note: No refunds will be granted after the 14-day period.

Our Return Policy

If you’re looking to return or exchange your order for whatever reason, we’re here to help! We offer returns within 14 days of purchase. You can return your product for a different product, or a refund to the original payment method.

Please note the following exceptions to our return and refund policy:

• Discounted items are final sale and cannot be returned or exchanged.
• Returned items must be unopened and be returned in original product packaging.
• Returned items must have no visible signs use.
• Returned Items must be in sellable condition.
• We are unable to accept returns for perishable items or personalized and custom-made items unless they are received damaged or defective. Please contact us. We will simply ask for photos to substantiate the claim and potentially use the photos as evidence for the carriers.

To initiate a return, please complete the following steps:

1. Either reply to your order confirmation email to request which products you would like to return, get in touch with us via the online contact form here or send us an email helloartisansoapco@gmail.com stating the reasons for the return.
2. On reception of your notice, we will get in touch with you.
3. On agreement of a return, you can then send all relevant items back to us.

Return FAQs

How long does it take to receive your refund, replacement product or store credit?

On reception of your returned item, we will investigate and raise a refund for the appropriate amount within 14 days. We will contact you as early as possible before this deadline.

Any shipping fees the customer will need to pay?

In cases where it is a ‘change of mind’ return, we will deduct the outbound and return postage charges from the product refund amount. If an item is received in defective condition, we will refund postage as well as product costs on return.

Any return restocking fees the customer will need to pay?

In cases where the item is re-sellable and the return is due to ‘change of mind’ we will discount 25% from the refund amount to cover restocking and administration expenses.

How do you handle lost or damaged returns?

We will promptly investigate any lost item or damaged product claims. Please contact us via the contact form here or send us an email using helloartisansoapco@gmail.com stating the nature of the issue.