Frequently Asked Questions

Here is a list of the most common questions about handmade soaps and our soaps in particular. If you have a question that's not answered below,  don't hesitate to contact us!

 Q Why is handmade soap better than commercial soap?

A Commercial soaps have harsh chemical additives. Many commercial soaps are not soaps at all, but detergents, which strip away natural oils from the skin.

Q Are commercial soaps more drying to the skin?

A Absolutely. Try using a natural handmade soap that contains no chemical additives or detergents and see for yourself.

Q Why is handmade soap more expensive than commercial soap?

A Handmade soaps are made in small batches using the finest natural ingredients. There is great economy to be had in making a quarter million pounds of soap at once, using inferior oils bought by trainloads, in the continuous process used in making commercial soaps. No human ever has to physically touch the commercially made soap. Everything is done by machine. Obviously handmade soaps are labour intensive and cost more for that reason as well.

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Q How are clear soaps made??

A The saponified oils, or soap are taken and clarified with various ingredients like glycerine, sorbitol, propylene glycol, alcohol [although ethanol is not used in commercial mp as it is too expensive] and sometimes surfactants, like sodium laureth sulphate or sodium cocoyl isethionate - both help the clarity are added. You will see in all mp soap ingredients the saponified oils of [usually] coconut or palm or both. The other main ingredients are usually glycerine, sorbitol, sucrose and propylene glycol, all clarifiers and humectants. Also other ingredients are sometimes added in small amounts, e.g. a water softener and preservative.

Q Are clear soaps more pure than, say, white soaps?

A No. Alcohol or another solvent must be added to regular soap while it is being made, in order to create a clear soap. Moisturising oils can be added to this base for extra conditioning effects.

Q Do you use lye to make your soaps?

A Yes. While we could strain water through ashes as they used to do long ago, to get the alkali needed to make soap, it tends to be a long, tedious process that does not result in a standardly alkaline substance. So we use lye (sodium hydroxide), which is obtained from sea salt.

Q Is there any soap made that doesn't use lye?

A Yes. Liquid soaps are made using potassium hydroxide instead of sodium hydroxide. Any very alkaline substance will do to make soaps.

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Q Is there any soap made that does not use an alkaline substance?

A No. Soap is made through "saponification" -- the process of combining an acidic oil with an alkaline substance such as lye. That's what makes soap.

Q What are detergents?

A Detergents are similar to soap, but are made using synthetic oils derived from crude oil instead of natural vegetable oils or animal fats.

Q Isn't lye soap harsh and drying to the skin?

A Lye, by itself, is quite harsh and by itself will burn the skin if it is wet or damp and comes in contact with skin. (Soap makers learn this the hard way!)

Q So why aren't soaps made with lye harsh and drying to the skin?

A Because all the lye is used up in the process of making soap. All of it combines with the oil being used, to arrive at soap. Handcrafted soapmakers measure everything very carefully so that there is no lye left over in the soap to make it harsh and drying. All the oils used in soapmaking are measured carefully, and the lye is also measured precisely. The chemistry of it dictates that so much lye, when combined with so much of this kind of oil, will cancel each other out and result in soap. The actual soap is then tested for alkalinity or acidity after each batch is made, to make absolutely certain that all the oil (acid) and lye (alkaline) have combined with each other completely. That's why modern handcrafted natural soaps are so gentle to the skin.

Q What is glycerine?

A Glycerine is a by-product of soapmaking. In the process by which soap is made, the oils and lye not only create soap, they also create glycerine. Natural handmade soaps DO NOT remove this glycerine from the soap. Commercial soaps nearly always remove this glycerine, as it has tremendous commercial value. It is a component of munitions and many cosmetics. Glycerine is a humectant -- it attracts and retains moisture. If any glycerine is left on the skin after washing with a natural handmade soap, it will act as a moisturizer.

Q Are any of your soaps made with animal fats?

A No. We only use vegetable (plant) oils. No animal fat is used.

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Q Which of your soaps are the most moisturising?

A All of them. We source the best quality natural ingredients to give you the best quality soaps, specifically made to hydrate the skin from chin to toe. It is recommended that you opt for the soap that best fits your skin type. All the formulations contain the same skin loving ingredients, but the dry/sensitive formulations have richer oils, which those more mature or dehydrated skin types may prefer. Please ask us if you have a question about any of our products.

Q I have very sensitive skin. Can I use your soap?

A Our soaps are developed to gently cleanse and care for even sensitive skin. Although as a precaution we recommend you do a patch test before using any of our soaps for the first time. Product safety is met through rigorous testing. Each new product is tested and certified safe by a chartered chemist. We comply with all European legislation.

Q How do I care for my soaps?

A Allow your soaps to dry between uses. Don't let them sit in a puddle of water in your shower or bath. We recommend you use a soap dish. If any soap is allowed to remain wet constantly it will quickly dissolve - so to get the maximum out of your soap let it drain well between each use.  

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Privacy Policy

At Fresh Handmade Soaps we make every effort to keep your information secure:

We use a secure server to take your order, including your credit card information, address and shipping details.

The only reason we ask you for personal information is to process your order and make sure it goes to you, so as to prevent someone else from fraudulently using your credit card.

We do not sell your name, address or other information nor do we give it to anyone else for any reason.

We do not keep an online database of credit card numbers or any other personal information about our customers. This makes it impossible for a hacker to get a list of all our customers or their credit card numbers online -- the information isn't there to get, even if our security were breached, which itself is highly unlikely.

Our shopping cart does put a cookie on your computer in order to recognise you if you leave and then return to the shopping cart. However, if you have cookies turned off the shopping cart will still work. The cookie is not used for anything else.

Any information you provide us from surveys or on-line questionnaires is used only for our in-house research and to provide improved customer service. None of that information is made available to anyone outside our company, nor is it stored online.

We do send out periodic mailings (by Postal Service and by e-mail) to our customers. If you order online from us, you will become a customer and receive these mailings. You can request not to receive them at the time you place your order (or at any time subsequently) and your request will be honoured. Simply send us an email.

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How will my order be shipped?
What method of payment do you accept?
What is your returns policy?
What if I want to cancel my order?
Damaged items
What if I have a complaint?

How will my order be shipped?
We ship via Royal Mail or Parcel Force, whichever is the most cost effective for you. We aim to ship as soon as possible, usually within 7 days, but please allow up to 10 days for delivery. Please feel free to let us know if you have a preference or wish us to Express delivery (for an extra charge). We only charge you what the mail service charges us...no handling fees are included.

Please note: We do NOT automatically insure shipments above the insurance provided by the shipping company. If you want your order insured...please ask! If chosen not to include insurance, we can not be responsible for lost or damaged packages.OK

What method of payment do you accept?
We accept Visa, Mastercard, Delta, JCB, Switch, Solo, money orders, and personal or business checks. Also Paypal service. We will wait until a personal/business check clears the bank before we will ship the order. If you wish to send a check in with your order, please email us for shipping charges PRIOR to sending in the check so you can add those charges to your total amount. OK

What is your returns policy?
We hope you are totally satisfied with your purchase but should you wish to return an item, you may return your products to us within 10 days from the date of receipt. The purchaser pays for shipping costs on any items that are undeliverable due to an incorrect address or refusal upon delivery except in exceptional circumstances to be determined by seller. This does not affect your statutory rights as a consumer. If you need to reach us, please email us, or write to us at Fresh Handmade Soaps, Chelmsford, Essex, CM1 2LL. Please include your reason for returning your item so we can improve our service in the future. All returns will be the responsibility of the customer. OK

What if I want to cancel my order?
If you wish to cancel your order, providing your order has not been shipped and within 8 days of placing the order, we will refund you the full cost of your order. If you have placed your order by credit card there is a 5% processing fee to cover bank and admin charges as our credit card processing is done online in real time when you exit the shopping cart. Orders paid by cheque or postal order would be refunded in full. OK

Damaged Items
If your order is damaged during transit, you will need to contact us, email to report the damaged items. If you receive a box that is obviously damaged (hearing it rattle or leaking), make your delivery driver aware of the problem refuse the order at the time of delivery. If your order is shipped via priority mail it will be not be insured unless you request it. OK

What if I have a complaint?
If you ever feel that we have violated your confidence in us in any way, contact us and we will endeavour to respond to all complaints as quickly as possible, within 5 working days. If we are unable to answer your query immediately we will inform you via email with details of when we will be able to resolve your query fully. We stand behind our products 100%, which means that we're not happy until you are happy. OK

Email address is:
contact@freshhandmadesoaps.co.uk

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