Do you have a physical store for me to browse?
No. We are an online business, however we do allow order pickups by appointment. Please order online via the website and then email us at email@example.com to make a mutually convenient pickup time. We are proud to offer $15 postage to Central Coast residents for parcels weighing up to 25kg.
What are your opening hours?
Since we do not have a physical store we do not have set opening hours. You are welcome to email us at anytime, but please limit phone calls to business hours. Please do not show-up unannounced since there might be no-one home.
What is the best way to contact you?
The best way to contact us is via email firstname.lastname@example.org or text message.
The shipping rate seems too high. Is it correct?
If you believe that the shipping rate is too high, please contact us at email@example.com and we will calculate your freight manually. We offer low national rates for parcels under 5kg. Parcels weighing 5kg – 25kg can be really expensive if you live in a regional or remote area. In these cases it is best to contact us for a shipping quote so that we can shop-around for the best rate.
What payment options do you offer?
We offer the following payment options: Mastercard, Visa, Amex, Paypal, Afterpay, Direct Deposit, Osko Pay ID & Cash on pickup. Please note that goods will not be released until your payment has cleared.
What is your paypal address?
Our Paypal address is firstname.lastname@example.org.
What are your bank details for direct debit payments?
Account Name: Kylie Ann Atkinson
Bank: Commonwealth Bank
Reference: Please enter your order number in the payment reference.
Will you ship to PO boxes or parcel lockers?
I’m sorry but we cannot ship to post office boxes or parcel lockers owned by Australia Post. This is because our couriers do not have access to Australia Post facilities. If you have your own parcel locker at your home address we can ship to those as long as the password/pin is supplied along with your street address.
Do I need to be home for the delivery?
We request a signature on delivery for all orders unless the customer requests otherwise. This ensures that the parcel is covered by insurance for any loss or damage. You may provide us with an authority to leave the parcel unattended at your house – please request this in the notes section of your order. Please be advised that doing so means that the shipment is uninsured and you are responsible for any loss or damage. We do not recommend this for high-value orders – in this case it might be better to get the parcel delivered to your workplace or a trusted neighbour.
No shipping rate is showing on my order. What should I do?
The most common reason that the system does not display shipping rates is because the suburb and postcode combination is not recognised. For example, Burwood Heights 2136 will not be recognised if an abbreviation is used such as Burwood Hts, or if there is a typo in the name such as Bruwood Heights or if the postcode is incorrect, eg: 2163 instead of 2136.
If you have already placed an order, the best thing for you to do is contact us at email@example.com and we will send you an invoice for the shipping.
Note: Missing shipping rates may be caused by other problems as well, such as because (a) your order weighs above 25kg and/or requires multiple cartons (b) your browser does not allow cookies (c) one of the products ordered does not have a weight assigned.
Do you sell X?
If you are looking for a particular product that is not on our website please email us to let us know.
I have had problems with my local Fastway Courier. Can you use another company?
Yes. If you do not want to use Fastway Couriers simply write “NO FASTWAY” in the notes section of your order. Please write this in your order notes even if you have not selected the Fastway shipping option in the cart. Please note that both Sendle and Transdirect are aggregators who often use Fastway Couriers as well.
I have had problems with another courier (not Fastway Couriers). Should I mention this?
Yes. If you do not want to use a particular carrier (even if it’s not Fastway) please enter the text “NO (courier name).” in the notes section of your order where (courier name) is the name of the courier that you do not want to use. While we mostly use Fastway Couriers we don’t always use Fastway so please let us know if you want to avoid a specific carrier.
Can I request to have my parcel sent via Australia Post?
If you want to use Australia Post an additional $10 handling charge will apply in addition to the standard Australia Post rates. This covers the additional time required for us to use their services.
Will you ship dangerous goods?
We are able to send flammable goods through our courier but we are unable to send corrosives including sodium hydroxide and potassium hydroxide. We are able to drop-ship 5kg or 20kg of sodium hydroxide directly from one of our suppliers. Please contact us for details.
Do you offer a RUSH HANDLING service?
If you are in a hurry please call or text us during business hours and we will confirm whether or not we can process your order the same day for a next day pickup by Fastway Couriers. This is a free service. If you request a same-day pack and send service requiring an Australia Post Express Post drop-off we will charge a $20 RUSH HANDLING fee in addition to the actual Australia Post Express Post fees. Please call or text us to confirm that we are able to fulfill that request beforehand to avoid disappointment.
Can you send me a recipe for soap, bath bombs, shampoo or something else?
We sell laminated recipe cards for a nominal fee as well as two soap-making books. We are happy to email a recipe to you if you request it in the notes section of your order. Recipes will only be sent to customers who have placed an order. We cannot guarantee the correctness and accuracy our recipes. We encourage our customers to conduct their own research, test new recipes in small batches first, and run all cold-process or hot-process recipes through a lye calculator.
What is your returns policy?
If you receive tools or equipment that are faulty (or dead on arrival) please contact us and request a return. No products will be accepted for refund or replacement without evidence that the item is faulty. If a product arrives damaged, please contact us to arrange for the item to be picked up. All shipments with a “signature on delivery” are fully insured by our courier. Please return the item in the original packaging after contacting us and obtaining a return authorisation. Once we receive the returned item we will arrange for a replacement or refund. Due to the nature of our goods (perishable oils, butters, powders, surfactants and foodstuffs) we regret we cannot accept their return. Since we cannot ensure that our goods have been uncontaminated and stored properly by the customer, these are not returnable. We do not offer “change of mind” returns.
Why don’t I see GST charges on your invoices?
Our small business is not required to register for GST because we are under the relevant threshold.
What happens to the data that I provide?
Your information will only be used for the purpose of order fulfillment, payment collection and shipping. We will not sell or provide your information to third parties. Currently we do not send any sales or marketing emails to our customers and store news is communicated via our Facebook page: www.facebook.com/CCSSsoap/. Should we provide any sales or marketing communication in the future, this will only be by electronic means and you will be given the opportunity to opt out of any such communications.
Someone was hurt or something was damaged in the use of one of your products. Do you offer compensation?
Many of our products are hazardous substances and some are classified as dangerous goods. You accept the inherent risks of working with these products including their hazardous properties which may include (but are not limited to) flammability, corrosiveness, inhalable dust or fumes. You accept that any of our products have the potential to combust, burn, stain and cause other damage to humans, animals and objects. We will not provide any compensation for direct or indirect damage caused by our products, ingredients or for the damage caused by the finished products that you create using our products and ingredients. We recommend the use of impervious personal protection equipment at all times when working with any of our products.
Do you have a newsletter?
Currently we do not send any sales or marketing emails to our customers. Store news is communicated via our Facebook page: www.facebook.com/CCSSsoap/ Should we provide any sales or marketing communication in the future, we will advise you via email and our facebook page.
I have encountered a technical glitch or missing price on your website. Should I tell you about it?
Please do. We appreciate feedback of all types and if you find any issues please let us know so that we can have it fixed!