FAQs

Can I trust your products?

Yes, our suppliers hold cosmetic product safety reports for every single recipe.  They use an independent, qualified chemist in skin preparations to test and certify all of their recipes are safe for use on human skin. They follow strict hygiene rules, good manufacturing procedures and hold all the relevant insurances required to sell products in the UK and the EU.

Are all soaps that you sell 100% vegan?

Yes, all of our products are suitable for Vegans. Our suppliers were certified Vegan by The Vegetarian Society in March 2018. The Vegetarian Society approves all products are free from animal derived ingredients, there is no contamination during production, free from GMO, and no animal testing has been carried out or commissioned.

Are soap bars antibacterial?

Yes. Soap bars have antibacterial properties due to soap’s natural composition. It is during the process of washing with soap that bacteria as well as viruses are killed.

Are there any non-natural ingredients in your soap?

Our soaps are made from lots of natural ingredients as well as non-natural ingredients. The non-natural ingredients used are low allergen, used in as low concentration as possible, and have a long history of safe use in personal care products. All are contained in European Commission Cosmetic Regulation.

Are the soap scents natural?

Our soap perfumes are manufactured specifically for our supplier, in the UK. You will not find scents or fragrances the same as ours anywhere else in the entire world! You can be safe in the knowledge that our perfumes are of an extremely high quality and are gentle on the skin. They have been carefully blended and produced with a low allergen content in mind. We hold full MSDS (material safety data sheets) on all of our fragrances and ingredients and can provide all of this information should it ever be required. They have some natural components, however they are not 100% natural. Where the product is 100% natural, the scent will come from a blend of natural essential oils.

Do you use Parabens?

No all our products are Paraben free.

Does the soap contain SLES?

Our soap does not contain SLS. Our soap does contain SLES which is a totally different foaming agent, even though the names look very similar. SLES is a very mild and gentle foaming agent that is normally very well tolerated by sensitive skin.

Do you sell soaps that contain Palm Oil?

Our soap do currently contain Palm Oil derivatives, these are sourced using a Roundtable on Sustainable Palm Oil (RSPO) programme. RSPO is an organisation that introduced global standard for sustainable Palm Oil.  We are looking to source palm oil free products to enhance our product range.

Are your products tested on animals

We are strictly against animal testing and the use of any animal derived ingredients. All of our products are approved by Cruelty Free International and The Vegetarian Society.

All of our products are certified as not tested on animals under the Cruelty Free International Leaping Bunny programme, the international gold standard for products that are free from animal testing. We adhere to a fixed cut-off date policy and proactively monitor our suppliers to ensure that our products continue to adhere to the Leaping Bunny criteria. Our supplier monitoring system is also open to independent audit. For more information about the Leaping Bunny and Cruelty Free International, please visit http://crueltyfreeinternational.org/”

Could I be allergic to the soap?

Both natural and synthetic ingredients can cause allergic reactions, unique to each individual. If you have any skin conditions, you should always seek advice from a medical professional. 

Are all the soaps handmade?

Yes, all our products are genuinely made by hand.

What is saponification?

Saponification is the process by which oils (or fats and butters) become soap using an alkali or ‘lye’.

Is there alkali or ‘lye’ in your soap?

There is no lye in our soap bars. ‘Lye’, or an alkali, is used to transform our oils into soap, but the formulas are very carefully calculated to ensure none remains in our final bars.

Are your soaps suitable for sensitive skin?

We do manufacture some products that are free from artificial colours, perfumes and essential oils, these products would normally be considered safe for sensitive skin. Our standard products, in our experience, are very well tolerated by people with sensitive skin, however everyone is different and it is impossible to say whether products are suitable for everyone due to allergies

Are your products suitable for babies and toddlers?

Our products are not suitable for babies, and are only suitable for children over the age of 3 years old.

What is the best way to store your products?

All of our soaps should be stored somewhere dry, out of direct sunlight and at room temperature. We also encourage you to place your soap on a protective surface when not in use, such as a soap dish or mat, to avoid the soap getting a slimy bottom… 

What is the shelf life of the soap?

To ensure your soap maintains its wonderful lather and intense scent we recommend its used within 36 months of purchase.

Why has the soap formed a ‘wet’ layers?

This is a common problem with glycerin based soap that is left in any type of slightly damp environment. If the soap has a high glycerin content, as ours does, it will attract moisture from any environment it is stored in. This is completely normal and will not affect the quality of the soap. 

How quickly do you dispatch my items?

We try our best to dispatch all goods on the same day but delivery to your address can take up to 4/5 days to arrive, please follow the tracking emails for updates.

Do you provide international delivery?

Unfortunately we currently only ship to addresses within the UK and do not offer international delivery.

When will I be charged for an order?

All payments are processed as soon as your order is placed and accepted. All items are shipped Monday to Friday (excluding bank holidays). If you would like to cancel an order, please contact us as soon as possible.

What currencies do you accept?

Unfortunately we only accept GBP (£) at present.

What payment methods do you accept?

Our current payment methods are: Visa, Visa Debit, MasterCard, American Express and PayPal. Unfortunately we do not accept any other payment methods at this time.

I ordered the wrong product, can you help?

If we have not yet dispatched your products, then yes, we can certainly help. Please email us at hello@oschen.com. Please note: most orders placed before 2pm are dispatched on the same day, so please call us as soon as possible if you notice a mistake on your order.

How do refunds work?

If you qualify for a refund (see: “When do I qualify for a refund?”), then please contact us immediately by emailing hello@oschen.co.uk. If your refund application is accepted, we will send your payment back directly, via the method you used to purchase the items. The agreed refund value will then arrive within 5 – 10 working days.

When do I qualify for a refund?

You qualify for a refund only if we have provided you with the wrong items, or if your items were faulty when received. Unfortunately, due to the nature of our products, we cannot provide refunds for any other reason. Please see our Terms and Conditions for more information.