Help & FAQ
ORDER ENQUIRIES
CHANGING AN ORDER
Q: Can I cancel my order?
A: It will not be possible to cancel your order once the transaction has taken place.
Q: Can I amend my order?
A: It will not be possible to amend your order once the transaction has taken place.
Q: Can I add a product to my order after I have placed the order?
A: It will not be possible to add a product to your order once the transaction has taken place.
ISSUE WITH AN ORDER
Q: I have received an incorrect item, what should I do?
A: We apologise for the incorrect item being sent to you. Please get in touch with our customer services team by emailing hello@thebathproject.com and include an image of the incorrect item and include your order number. Once received we will rectify the issue as soon as possible.
Q: I am missing an item from my order, what should I do?
A: We apologise for the inconvenience caused. Please contact our customer care team by emailing hello@thebathproject.com including your order number and an image of the items you have received. We will rectify the issue as soon as possible.
Q: I have received a damaged item, what should I do?
A: We apologise for this inconvenience. Please contact our Customer Care Team by emailing hello@thebathproject.com including an image of the damaged item and your order number. We will rectify the issue as soon as possible.
GIFT
Q: I am purchasing an order as a gift; do you include billing or payment information?
A: We do not include billing or payment information within the order. A receipt of order, including an order number for reference will be included.
Q: Do you gift wrap?
A: This is not a service we currently offer.
GIFT CARDS
Q: Can I purchase a gift card?
A: This is not a service we currently offer.
DELIVERY DETAILS
DELIVERY
Q: I have sent my order to the wrong address, what can I do?
A: Once an order has been placed and the transaction completed we will be unable to amend an order.
Q: Can I track my order?
A: This is not a service we currently offer.
Q: Where is my order?
A: We are sorry to hear that you haven’t received your order. Please contact our customer care team by emailing hello@thebathproject.com including your order reference.
Q: I was unable to collect my order and it has been returned to The Bath Project. What should I do?
A: Please contact our customer care team by emailing hello@thebathproject.com including your order reference.
Q: How long will delivery take?
A: We endeavour to have your order dispatched within 24 hours of receipt of the order. Delivery will take 3 – 5 working days to arrive.
Q: I have ordered the item to be sent to an address outside of the UK. Will there be customs charges?
A: Please ensure that you check with your local customs before importing or exporting a product as this order may be stopped or have charges applied. When shipping goods outside of the UK you will be deemed as the importer of the goods and must therefore follow the relevant laws and regulations of the country you are receiving or sending too. Cross border shipments may be subject to an inspection by customs officials. The Bath Project Group Limited will not be liable for charges whether an order is stopped, inspected, charged for or disposed of by Customs.
Q: What delivery service do we use?
A: All deliveries are supplied using a tracked courier service.
Q: Will you deliver to a PO Box address?
A: We are unfortunately unable to deliver to a PO Box address.
Q: Do you offer a click and collect service?
A: Our products are sold through our website only. We do not offer a click and collect service.
HOW MUCH WILL DELIVERY BE?
- Standard delivery within the UK (3-5 working days) – £5.00
- Express Delivery within the UK (1-2 working days) – £7.50
- Next day delivery within the UK (1 working day) – £9.50
International delivery
Please make yourself aware of any possible customs and duty charges. The Bath Project Group are not liable for additional delivery charges – see here for further information
- Europe – £10.00
- USA – £15.00
- Rest of the World – £20.00
PRODUCT ADVICE
DAMAGED GOODS
Q: I have received a damaged item, what should I do?
A: We apologise for this inconvenience. Please contact our Customer Care Team by emailing hello@thebathproject.com including an image of the damaged item and your order number. We will rectify the issue as soon as possible.
Q: There has been seepage from one of the containers during transit, what should I do?
A: We apologise for this inconvenience. Please contact our Customer Care Team by emailing hello@thebathproject.com including an image of the damaged item and your order number. We will rectify the issue as soon as possible.
Q: The outer packaging of the product has arrived damaged, and I have purchased this as a gift.
A: We apologise for this inconvenience. Please contact our Customer Care Team by emailing hello@thebathproject.com including an image of the damaged item and your order number. We will rectify the issue as soon as possible.
Q: There is something wrong with one of the ingredients, what should I do?
A: We apologise for this inconvenience. Please contact our Customer Care Team by emailing hello@thebathproject.com including an image of the questionable item and your order number. We will rectify the issue as soon as possible
ALLERGENS
Q: Do your products contain nuts?
A: Many of our oils are produced from nuts/tree nuts. Many of the ingredients are produced in factories that may process nuts. We cannot guarantee the unlikelihood of cross-contamination
- Oils
- Argan Oil – a plant oil produced from the kernels (nut) of the Argan Tree. Whilst reports of allergic reaction appear to be rare caution is advised for those with allergies. DO NOT ingest this product.
- Apricot Kernel Oil – a plant oil produced from the kernels (nut) of the Apricot. Whilst reports of allergic reaction appear to be rare caution is advised for those with allergies. DO NOT ingest this product.
- Jojoba Oil – produced from the Jojoba seed. Jojoba is not a nut. DO NOT ingest this product.
- Fractionated Coconut Oil – whilst the name would refer otherwise Coconut is considered a fruit (known as a drupe) and not a nut. Coconut allergies, whilst rare, should be considered. Caution is advised for those with allergies. DO NOT ingest this product.
- Essential Oils
- Whilst our essential oils are not a derivative of the nut family, essential oils should be used with caution. NEVER apply to the skin without an essential oil being diluted in a Carrier Oil. Our essential oils do not contain nuts but they are produced in a factory that do. ALWAYS follow the instructions provided within your ‘Bath in a Box’. For further information please refer to instructions
Q: Should I be concerned about other potential allergies when using your products?
A: Our products are made from 100% natural ingredients, however, we cannot rule out the possibility of allergic reaction to any of our product ingredients. Should you suffer an allergic reaction immediately terminate use of the product and consult with your GP.
Q: Where do you list each of your product ingredients?
A: Please refer to each of the product labels for further ingredient information. You can also refer to this information here – recipes.
Q: Do your products contain Limonene or Benzyl Benzoate?
A: Limonene is a product naturally occurring in citrus fruits, however Limonene is not something that we add to our products. Benzyl Benzoate is a naturally occurring substance found in some essential oils. We do not add this to our products.
KEEPING YOU SAFE
Q: Can I use your products during pregnancy or when breast feeding?
A: Not all our products are suitable for those who are pregnant or breastfeeding. The Bath project have developed the SENSITIVE bath in a box so you too can relax in a bath during pregnancy or whilst breast feeding. Please pay special attention to the safety instructions provided with the product. These can also be found here – instructions.
Q: Can I use your products on or around pets?
A: You must not use our products on your pet. Whilst our products aren’t tested on animals it is difficult to confirm what reactions would occur. Should your pet accidentally consume any of the product ingredients you should consult your Vet immediately. Essential oils should be used in a ventilated room. We would advise that your pet is not restricted from exiting any room where essential oils, in particular, are in use.
Q: Can I use your products on my baby or child?
A: You should avoid using any of our products that contain essential oil on any baby, or child under the age of three. We have specifically developed a suitable product for infants called ‘Baby’, however we do advise that you consult with your GP, Mid-Wife or healthcare professional for advise and guidance.
Q: Are your products tested on animals?
A: No, The Bath Project does not test any of its products on animals.
Q: Is there an age restriction with your products?
A: Yes, we recommend that the only product to be used on baby’s and infants is the ‘baby’ bath in a box. Beyond this stipulation age is not an issue as long as the products are used according to the instructions and the safety information followed during use. Young children should be monitored whilst bathing.
Q: Are your products suitable for those who are Vegan?
A: Yes, our products are suitable for those who choose a Vegan lifestyle.
