Returns and reprints
Everything we print is made to your artwork and your bar size, so it cannot go back on the shelf. If we or the courier got it wrong, we put it right.
Can I return custom printed soap packaging?
Every box, sleeve, band and label is printed to your artwork and cut to your bar. Nobody else could use it, so we cannot accept returns for a change of mind, an ordered size that turns out wrong, or a colour you have gone off.
That is why the free design proof matters. Hold a finished bar against the dimensions, read the spelling and the ingredients line twice, and only then approve. Printing takes 4 to 6 working days from that point.
Measure a bar that has cured, not one fresh from the loaf cutter. Soap shrinks slightly as it dries, and a box sized to a fresh bar can end up loose.
What counts as a misprint or damage?
We reprint or refund when the fault is ours or happened in transit and you tell us within 10 days. The problems we deal with most often are:
Marks that come from the soap itself are different. A bar that is still sweating, or fragrance oil bleeding into card, is a curing matter rather than a print fault, so let bars settle before boxing them. Screens and card never match perfectly either, and ink on kraft looks warmer than on white card.
- Colours that are clearly different from the approved proof
- Text, artwork or layout that does not match the approved proof
- A box, sleeve or wrap cut to the wrong size
- Corners crushed, torn or scuffed on arrival
- Items missing from the order
A typo that was on the proof you approved is not a misprint. Read it again before you say yes.
How do I report a problem?
Message us on the contact page for the team, by email at info@thesoapboxes.co.uk, or by WhatsApp on +44 7578 382054. Keep the outer carton until we have replied.
- Contact us within 10 days of delivery and give your order number.
- Attach clear photos of the fault, the packaging it arrived in and, for print issues, your approved proof.
- We look at the photos and agree a reprint or a refund with you.
- A reprint goes through production again in 4 to 6 working days, then ships with free tracked UK mainland delivery in 2 to 3 working days.
Questions
More answers in Help, or call +44 7578 382054 or message us on WhatsApp.
Can I return my boxes if I change my mind?
No. They are printed to your artwork and bar size, so we cannot resell or reuse them. Use the free proof to check everything before you approve.
How long do I have to report a problem?
Tell us within 10 days of your order arriving. Sooner is better, because photos of a fresh delivery make the fault easy to see.
Will I get a reprint or a refund?
We agree that with you once we have seen the photos. Most makers want the boxes replaced for a market or launch, and we plan the reprint around that.
What photos should I send?
Send a wide shot of the parcel and carton, then close shots of the fault. For colour or text issues, add a picture of your approved proof beside the printed piece.
Do I need to post the damaged boxes back?
Not usually. Keep everything until we reply, and we will say if we need anything sent back.
The colour looks different from my screen. Is that a misprint?
Not on its own. Screens glow and card does not, and kraft naturally warms every ink. If the print is clearly off from your approved proof, send photos and we will look.
I approved a proof with a spelling mistake. Can you fix it?
That counts as an artwork error rather than a misprint, so a reprint would be a new order. Read every word, including weights and ingredients, before approving.
A parcel arrived crushed. What should I do?
Photograph the carton and the boxes straight away and contact us within 10 days. For your own parcels, see these tips on packing soap for posting.
How long does a reprint take?
A reprint follows the usual route: 4 to 6 working days in production, then 2 to 3 working days on free tracked UK mainland delivery.
Can I change my order after approving the proof?
Printing begins after approval, so tell us at once. We cannot promise a change, but if the job has not started we will do our best.
Tell us about your soap
Send the bar size in mm, a rough quantity and your logo or artwork. We reply by email within one working day with a price and a free design proof. Prefer to talk? Call +44 7578 382054 or message us on WhatsApp.