Shipping policy

Shipping Policy

At Olive Tree Soaps, every order is packed with care. This policy explains how we process, package and ship our handmade soap orders within the United Kingdom.

1. Where We Deliver

We currently ship orders to addresses within the United Kingdom only.

We do not currently offer international shipping. Please check that your delivery address is within our shipping area before placing your order.

2. Order Processing Times

As a small handmade soap business, we take care to prepare and package each order properly.

Please allow 2–3 working days for your order to be processed and dispatched.

Processing time is separate from delivery time. During particularly busy periods, processing may take longer. If a significant delay affects your order, we will contact you where appropriate.

3. Shipping Methods and Costs

We use Royal Mail to deliver our orders.

The delivery options are available at checkout: Standard delivery and Tracked delivery.

4. Dispatch Confirmation and Tracking

Once your order has been dispatched, we will send a confirmation email to the email address provided at checkout.

If you select a tracked delivery service, your tracking details will be provided when available. You can use these details to check the progress of your parcel through Royal Mail.

Please check your inbox and junk or spam folder if you cannot find your dispatch confirmation.

5. Delivery Delays

Although we aim to dispatch orders within our stated processing time, delays can occasionally occur due to high order volumes, religious holidays, severe weather or postal service disruption.

If your order has not arrived within the expected delivery timeframe, please contact us at olivetreesoaps52@gmail.com with your order number.

We will investigate the delay and work with you to resolve the issue.

Nothing in this policy limits your statutory rights if an order is delayed or not delivered as agreed.

6. Incorrect Delivery Addresses

Please check that your delivery address, postcode and contact details are correct before completing your purchase.

If you notice an error, contact us as soon as possible at olivetreesoaps52@gmail.com. We will try to update your details if your order has not yet been dispatched, but changes cannot be guaranteed once an order is being processed or has left us.

If an order is returned to us because an address was entered incorrectly, we will contact you to discuss the available options. Any additional postage charges will be handled fairly and in accordance with applicable law.

7. Lost or Missing Parcels

If your parcel has not arrived within the expected delivery timeframe, please contact us before assuming it is lost.

We will check the order details and, where appropriate, investigate with Royal Mail.

We remain responsible for ensuring that your order is delivered in accordance with applicable consumer law. A parcel being marked as dispatched does not, by itself, mean that it has been delivered to you.

If your order cannot be delivered, we will work with you to reach an appropriate resolution in line with your statutory rights.

8. Damaged Parcels or Incorrect Orders

We take care when packaging our handmade soaps, but damage or packing mistakes can occasionally happen.

If your order arrives damaged, contains an incorrect item or is missing an item, please contact olivetreesoaps52@gmail.com and include:

Your order number.
A description of the issue.
Photographs of the parcel and affected items, if available.

Please contact us as soon as reasonably possible so we can investigate. We will work with you to arrange an appropriate resolution.

You will not lose any legal rights because you were unable to provide photographs or report the issue within a non-statutory deadline.

9. Delivery Responsibility

We will take reasonable care to ensure your order is packaged securely and handed to our chosen delivery service.

Unless an applicable legal exception applies, responsibility for the goods remains with us until they are delivered to you or to a person you have nominated to receive them.

If you have concerns about delivery, please contact us directly so we can help.