Delivery & Shipping

DELIVERY

    How do I know when my order has been dispatched?

    We will send you an email confirming that we have received your order, and another when your order has been dispatched. You can also log in to My Account and view your orders progress.

    How much does delivery cost in the UK?

    UK standard delivery costs £3.95 and is FREE on orders over £40.

    How much does it cost to ship my purchase internationally?

    Lockdown restrictions are causing disruption for our couriers, meaning that international deliveries are taking at least two weeks to arrive. If you would like to check if your order has been affected, please check your tracking information or get in touch. 

    COVID has reduced the number of commercial flights, increasing the cost of airfreight. We will decrease shipping costs as soon as we can achieve better rates but in the meantime:

    EEA Delivery
    We are delighted to ship to our friends in Mainland Europe. Malta: £54, Switzerland, Austria, Spain, Sweden & Czech Republic £22, all other EEA countries £11. EU orders are consistently taking 6 weeks to arrive and 25% are delayed, lost by EU customs or returned arbitrarily. 
    USA, Canada & Australian Delivery
    We have started shipping to our cousins in America, Canada and Australia. We charge a flat fee of £40 for postage for a 'Priority Express' service to Canada and the USA and £60 to Australia. When flights increase again, we expect airfreight to become less expensive.
    Worldwide Delivery
    By popular demand we are trialling deliveries to the rest of the world when requested. Email us on orders@highlandsoaps.com with your address and a list of the products you would like and we will come back to you with a delivery price. Payments accepted by bank transfer or Paypal. Minimum order for such exports £50.

    Will Brexit increase costs?

    Please note that despite our best efforts, orders to the EEA are consistently taking 6 weeks to arrive and 25% are delayed, lost by customs in the destination-country or returned arbitrarily. At this point we can either issue refunds or re-send. We appreciate that this is not ideal and thank you for your understanding, but if this is unacceptable, please let us know before dispatch and we can refund your order. 

    Since mid-January, our couriers have given us the option of paying European VAT (Value Added Tax) in advance for most EU countries. This means that our retail customers in most EU countries should not have to pay any additional charges, duties, tariffs or taxes on receipt of goods in their destination country. We do not accept any liability for any changes to EU policy or mistakes made by customs or couriers. 

    The destinations which do not offer this service are: Andorra, Azores, Balearic Islands, Canary Islands, Corsica, Gibraltar (GB), Guernsey, Jersey, Madeira, Monaco, Norway, San Marino, Switzerland, Turkey, Vatican City State. For these countries, we will refund any VAT customers are required to pay on receipt.  

    Can I track my parcel?

    Becoming a registered customer allows you to track your order online via a Royal Mail or Parcel Force tracking number. Simply go to your account and log in to view your order status.

    Why didn’t I get a confirmation email?

    Most likely your order confirmation found its way into your junk email folder. Failing that, check your account and whether the money has been taken from your bank. The parcel is probably on its way to you even if you can’t find the email - if it has not been received after 7 days, let us know and we will track it.

    My parcel has not arrived yet. Who should I contact?

    We aim to deliver your parcel as quickly as possible. You can log in to My Account and view your order status using the tracking number. If the courier has attempted to deliver the parcel, they will have left a red card with instructions. If you have not received a red card, please allow 7 days before contacting us to check. After we have dispatched the parcel, we do not know more than you do - though after 3 weeks we can submit a claim to the couriers.