Delivery & Returns

*PLEASE NOTE: Discount codes cannot be combined.

Delivery information & prices shown here are for our retail customers only.
Trade customers - please click here for information on ordering wholesale.

Delivery Information

We currently accept online orders for shipping to UK addresses only. European customers: see International Delivery section below for more information.

UK DeliverY

Most orders are shipped via Royal Mail standard delivery at a flat rate of £4.50 per order, which includes a 2-7 day delivery service within mainland UK.

We provide free delivery on orders where the value of the goods is over £30.00 - use code SHIPFREE at checkout.
(Please note: This discount code cannot be combined with any other discount code)

Deliveries outside mainland UK will usually take between 7-14 days and will incur an additional delivery cost – please e-mail us for a quote.  For such deliveries we will require a contact e-mail and telephone number, which will be passed on to the carrier to facilitate delivery.

Larger commercial deliveries will usually be shipped via DPD Couriers and will be subject to the carrier’s delivery charges and timescales – please e-mail us for a quote.

If you require a faster service, please call us on 07930 557857.

International Delivery

We can make arrangements for orders/delivery within the European Union upon request; please contact us here with details of what you’d like to order, and we will follow up directly.

We are not currently selling to countries outside the European Union, but you can contact us to request that we consider shipping to your country in the future.

Cancellations & Returns

Cancellation

Under the Consumer Contract Regulations you have a right to cancel your order, which starts from the moment you place your order and ends 14 days from the day you receive the goods.

If your order consists of multiple goods, the 14 day period runs from when you get the last of the batch.

This 14 day period is the time you have to decide whether to cancel; you then have a further 14 days to actually send the goods back to us.

We therefore require you to give us e-mail notification of your intention to cancel an order within 14 days from the day you receive the goods.  Notice of cancellation given after that date will not generally be accepted, but we may (entirely at our discretion) offer an exchange to the value of the goods if you contact us within 28 days of your receiving the goods.

Refunds

You will receive a refund (usually by way of repayment to your credit or debit card) within 14 days of our getting the goods back.  

The goods must be returned to us in a saleable condition. We will make a deduction if the value of the goods has been reduced as a result of your handling the goods more than was necessary or if the goods have been damaged in the course of return to us due to inadequate packaging.

The extent to which you can handle the goods is the same as it would be if you were assessing them in a shop.

We will refund the basic delivery cost of getting the goods to you in the first place; so if you opted for an enhanced delivery service e.g. guaranteed next day, we will only refund the basic cost.

Should you experience any issues with your order, please contact us through our Contact page.

Faulty/ Damaged Goods

If for any reason the goods you receive are faulty or damaged in any way, we will exchange the items or offer a full refund. Please contact us on 07930 557857 or use our Contact page. The damaged goods will be replaced with the same item as soon as possible, or an alternative product will be offered in cases where stocks are no longer available.

Should a replacement not be required please notify us and we will refund the cost of the damaged goods.  Please note that we may require you to provide photographic evidence of the damaged goods.

Returns Procedure

The cost of returning all goods are in the first instance (pending any refund) your responsibility.   All returns should be securely packaged and sent to the following address:

Penlanlas Cymru Soaps, Cwm Helyg, Rhydyfelin, Aberystwyth, Ceredigion SY23 4QE

Goods must be wrapped in appropriate packaging to ensure that the goods are returned to us in their original condition. We reserve the right to refuse a refund/ exchange for damages caused by insufficient packaging. We recommend that you obtain proof of postage, in the unlikely event that we do not receive the parcel.