Frequently Asked Questions


Are your products tested on animals?

Absolutely not. We do not do any animal testing.

Are your products SLS and Paraben free?

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

Are your soaps vegan friendly?

Yes all of our soaps are vegan friendly.

Do you make your products in the UK?

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

Are your products suitable for sensitive and dry skin?

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.

I would like to order a large quantity of soaps as wedding favours, do you offer a discount?

Yes, we do offer bespoke prices based on larger quantities that are for weddings and events. Please feel free to email us and let us know what you are interested in ordering and we will see what we can do!

kew handcream


Where do I enter a promotional or discount code?

You must manually enter the discount or coupon code in the cart or checkout page in order to receive your discount – they will not be added automatically.

Discount or coupon codes can be entered on the cart page, under the ‘basket total’, or at the top of the checkout page there is a prompt ‘Have a coupon? Click here to enter your code.’

If your code is not working, please contact us here

Do you ship internationally?

Yes, we do. Carriage charges may vary. Please check our Shipping & Delivery page to see if we deliver to your country.

I have not received my order yet.

Please allow the appropriate amount of time for your order to arrive, this information can be found on our Delivery & Returns information page. If your order has still not arrived after the allotted amount of time then contact us here. 

Do I need an account to place an order?

You do not need an account to place an order. However, if you do create an account, your address details will be saved so that you will not have to fill them in again the next time your order with us. We will not share your personal details with anyone when you set up an account.

How do I cancel my order?

We always endeavour to dispatch an order as quickly as possible, so if you change your mind about a purchase, please contact us at as soon as you can. You can also cancel your order in ‘My Account’, if you have one, but please email us as well, if you can. If your order has not been dispatched we will cancel your order,

If however, your order has already been dispatched, please click here for information on how you can return it and request a refund.

What is your returns policy?

If you’d like to return items please contact us within 14 days of purchase. You have a further 14 days to return the items, unused in the original condition along with proof of purchase. Once we’ve received the items we’ll arrange an exchange or refund within 14 days to the person who originally purchased the items.

To read our returns policy in full, please click here to head to our Delivery & Returns page

Who do I contact if I have an enquiry about my order?

For any queries regarding your order, please email us at

Which payment methods do you accept? accepts all major credit and debit cards (including prepaid cards) from Visa, Mastercard, American Express and Maestro. PayPal is also accepted.

Do I need to sign for my order?

It depends on the size of your order, if your order weighs over 2kg in total, we will ship via courier, and you will have to sign to receive the parcel. Orders under 2kg are sent via Royal Mail and do not require a signature. We will confirm the delivery method in your order confirmation email.

Gift Cards

How do I buy an English Soap Company gift card?

Please click here to view The English Soap Company Online Gift Card. Simply select your preferred image, click a preselected amount or enter a value of your choice, then enter the recipient’s name and email address, the date of delivery, and your online message.

Can I schedule when the online gift card is received?

Yes you can! You can select any date for the card to be delivered. The gift card will be emailed to recipient between 8am-10am on your chosen date.

How do I know the gift card has been delivered?

You can select the box to be emailed a notification when your gift card is delivered. In order to receive the email you must sign into your English Soap Company account, or provide an email when you checkout your purchase.

Do you send physical gift cards in the post?

No we don’t. The gift card is an online, electronic gift card only, and will be emailed to the recipient.

What if I want to print out the gift card to give to the recipient?

Not a problem, just ensure you enter the recipients name, but enter your own email address in the recipient’s email section, that way, the gift card email will be sent directly to you, and you can print it off to give to the recipient. The email will have the gift card attached as a pdf, which will print neatly.

I have purchased a gift card and received an email saying my order has been dispatched - on a different date to the date I scheduled the gift card to be sent - what does this mean?

Don’t worry, the gift card will be sent on the date you have selected, or has been sent immediately, if that was your selection. The order dispatched email just means our website admins have processed your order through our system.

I have received notification the gift card has been delivered, but the recipient hasn’t received it. What do I do?

Firstly, ask the recipient to check their junk folder. If it’s not there, please call customer services and we will assist you.

I realised too late I have entered the wrong email address for the recipient, what do I do?

The English Soap Company are not liable to honour a gift card if the recipients details are entered incorrectly. Please ensure when you enter the recipients email address you triple check before purchasing. However, if this has occurred, our customer service team will endeavor to assist you. Please contact them by calling 01435 813849 or emailing infor@theenglishsoapcompany. Our head office is open 9am-5pm Monday – Friday.

I am the recipient and I haven’t received the gift card. What do I do?

If the email is not in your junk folder, please ask the purchaser of the gift card to contact customer services. We can only speak to the purchaser regarding their transaction details, due to GDPR.

Can I use my 20% first time buyer discount to purchase a gift card?

The 20% off code for first time buyers who sign up to our newsletter is not applicable for gift card purchases.

How can I check my gift card status?

If you have a English Soap Company account, just head to your user dashboard, and enter the gift card section. There, you will see a list of all your gift cards, the amounts, and whether the gift cards are active.

How do I add my gift card to my basket?

You have four options:
1: Click the button on the email with the gift card. It will take you to The English Soap Company website, and the gift card will be automatically added to your basket.
2: You can add the 16 digit gift card code found on your email into the voucher code section in the shopping cart.
3. You can also add the voucher code on the checkout page.
4.Or, if you have an English Soap Company account, you can select the gift card in the gift card section of your user dashboard, and add to your basket.

Gift Card Device Mockup

My Account

How do I set up an account?

You can set up an account by clicking login/register in the top right of every page of The English Soap Company website, and following the prompts to set up an account. Alternatively, you can register for an account on the checkout page.

Are my details secure?

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. Card details are processed via Worldpay and PayPal via their secure servers. Please read our Privacy Policy for more details.

How do I reset my account password?

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.

Why am I receiving emails from you?

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 and we will remove you from our mailing list.

The English Soap Company

Where can I find out more about The English Soap Company?

Your can read more about us on our About Us page, alternatively feel free to email us on

Are you a sustainably & ethically minded company?

Absolutely! For more information on what we do to be as sustainable as possible please visit our sustainability information page.

How do I become a stockist?

If you would like more information on becoming a stockist then please feel free to email us on or visit our Becoming A Stockist Page. Our team will be more than happy to help you. Ordering is easy and can be done either online, over the phone, or by email.

Worldwide Distribution:

We sell worldwide through a network of distributors. If you are interested in stocking our range of products, be it for distribution or wholesale and are from outside the UK then please contact us at


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