Frequently Asked Questions
Delivery & Order Queries
When will my order be with me?
We try to despatch all orders within 2-3 days by either First Class post or DHL. However we do say that you need to allow up to 12 days for delivery. We will send you an email when your order has been despatched so that you know it is on the way. If there are any abnormal delays with your order we will let you know.
Are my card details safe?
We don’t have access to your card details as they are on a secure server. The only access we do have is to make any refunds onto your card where necessary,
What is our returns policy?
In the unlikely event that a parcel arrives damaged or faulty we will immediately replace the goods, but you must either email at enquiries@thebathhouseshop.co.uk or call us 015396 21992 within 8 days of receipt of the goods. However, unfortunately because of health and safety issues, we cannot accept returned bodycare items (soaps/bath soaks, hand creams etc), unless damaged or faulty. All other non bodycare items can be returned for an alternative or a full refund if returned to us in sellable condition within 10 days of despatch. The cost of returning the goods is the customer’s responsibility, unless the goods are damaged or faulty. Your card will be refunded on receipt of the goods.
Can I cancel my order?
You can cancel your order as long as the goods have not been despatched. Please either email us at enquiries@thebathhouseshop.co.uk or call us 015396 21992 to cancel your order. If the goods have not been despatched your order will be cancelled and your card refunde
How do I take advantage of a promotion offer?
Simply insert the promotion code e.g. SPRING22 at the checkout stage and your order will be discounted by the appropriate amount.
Can I use more than one promotion offer at a time?
Only one promotion offer can be used at any one time.
How much do I need to spend to have my order sent free of charge?
For all UK orders you need to spend £25, and below this amount we charge £3.95 for carriage.
Can I send my order to a different address in the UK?
Yes you can send your order to any UK address - just fill out the alternative address in the delivery address box.
Can I send my order outside the UK?
Yes you can but we charge shipping at cost. Look on the delivery page for costs to Europe and World destinations. Your delivery charge is worked out based on the weight, so once you have chosen the items you require, the cost of carriage will show at checkout.
Do your prices include VAT?
Yes all prices shown include VAT and are in £ and we take payment in GBP. If you are ordering outside the UK we will deduct the VAT.
I don’t want to order online, so how do I order?
If you prefer not to order online, you can either call us on 015396 21992 and we will take your order and payment over the phone, or you can send us your order with a cheque made payable to ‘One House Group Ltd’ and post to Bath House Mail Order, The Grain Store, Busk Lane, Sedbergh, Cumbria LA10 5HF. Our order line is open from 8.30am – 5pm (Mon – Fri).
I have placed my order and forgotten something, can I add it?
So long as your order has not been despatched yes you can add any item, but you will need to call us on 015396 21992 to add the item and for us to take payment.
Product Queries
Do you test your products on animals?
We never have or ever will test any of our products on animals.
Many of your products say 97% natural, but what makes up the other 3%?
We are committed to making our product as natural as possible and as safe as possible and hence our products are packed full of natural ingredients. For those that are 97% or higher the other 3% is made up of fragrance (usually around 2% depending on the product) and preservative. In many products preservatives are essential in order to keep the product fresh and stable.
Do any of your products contain Parabens and what is a Paraben?
A very small number of our products contain Parabens, but we are gradually reformulating any of the products with Parabens in so that shortly we will be able to claim that all products are Paraben Free. Parabens are a group of chemical preservatives that are very effective as a preservative and are very widely used in cosmetics, perfume and skincare products. However recently there have been concerns that parabens could be carcinogenic. Parabens are still widely used as the main preservatives in most bodycare product but at Bath House we take the view that we would prefer not to use them. Parabens will still be found in some products in Indian Ginger range, Spanish Fig range and the Kew Gardens range. All other ranges are Paraben Free. For a full list of products that still contain parabens email us at enquiries@thebathhouseshop.co.uk.
Where do you make your bodycare products?
All our products are made in the UK using only the best specialist bodycare and cosmetic manufacturers.
How do you design your fragrance?
We work very closely with two UK based perfumers. Our unique fragrances are so important to each and every product and when developing new product the fragrance is always our starting point. We spend a lot of time and money creating the very best fragrances using the very best of ingredients.
Why is fragrance mainly synthetic?
Up to around 1910 most fragrances were made from natural and animal extracts. Nowadays nearly all fragrance is mainly made from synthesised materials. There are a number of very good reasons for this. Firstly it does mean that there is a lesser risk of allergens in the fragrance, secondly it is generally regarded as being more environmentally friendly . It also means that fragrances are consistent each time and finally there are not impurities present which would mean that we would need to put preservatives into the product at a higher level. Nearly all fine fragrances and bodycare products use synthetic fragrance and the perfume industry is highly regulated to produce very safe products. All our fragrances do also contain some natural extracts as well as synthetic.
Where does your Palm Oil originate from?
At Bath House we have been proactive in ensuring all our ingredients are produced from raw materials from sustainable environments. We are one of the first companies to produce soaps from Sustainable Palm Oil (SPO) that is guaranteed to come from a sustainable source.
How do I take care of my product from the ‘Natural and Organic’ collection?
The products within our ‘natural and organic collection’ are totally pure and natural, and to keep them in tip top condition, they need to be looked after. We recommend that you keep your product in a cool, dry place away from direct sunlight and other sources of heat. As we only use plant-derived natural preservative, the shelf life is naturally shorter than toiletries made with chemical preservatives. If you look after your product, it should last far longer than the minimum 6 months.
Are there extra warnings I need to know when using the ‘Natural and Organic’ collection?
Before you begin using your Bath House Natural & Organic product, we recommend first that, as with any natural product, you patch test on a small area of your skin (the back of your hand is fine) and wait 24 hours before using regularly, it is highly unlikely that you will suffer any reaction but remember these are totally natural product and it is a wise precaution to take. As they have high levels of beneficial natural oils and extracts, we advise that these products are not recommended for use on children, or if you are pregnant or breast feeding. Unfortunately, our Natural & Organic ranges are not suitable for nut allergy sufferers.
For any other questions please call our customer service line on 015396 21992 where one of us will be more than happy to help.