Frequently Asked Questions

Here are some answers to the most frequently asked questions. If you don't find the question/answer you're looking for, just contact us and we'll be very happy to help you.

 

PRODUCT INFORMATION

 

Do your soaps contain Parabens or SLS (Sodium Laureth Sulphate)?

No. Our products are free from Parabens. SLS (Sodium Laureth Sulphate) is used as a surfactant (foaming agent). None of our products contain SLS.
Also, the palm oil used in some of our soaps is from a sustainable source.
 

Are your products tested on animals?

Absolutely Not. Our soaps are not tested on animals and there are no animal based ingredients in our soaps, with the exception of Honey and Donkey milk soaps.
 

Where are your products made?

Our products are made by local artisans using traditional methods in the Provence region of France, with the exception of Aleppo soap, which is made in Syria.
 

Are your soaps triple-milled?

Yes. Our soaps are triple-milled to ensure a consistency of colour, texture and scent, right through to the centre of the soap.
 

How come your soaps are coloured if they're natural?

Our soaps only contain natural food grade colourings and scents, with the exception of Savon de Marseille cubes and Aleppo soaps which contain no colourings or scents.
 

Do your soaps contain preservatives?

Tetra-sodium EDTA is a preservative and a chelating ingredient used to stabilise the colour and the fragrance of the soap. Tetra-sodium EDTA is an amino acid compound, commonly used as a food ingredient. This preservative is not used in the Marseille cubes or in the Aleppo soaps, as they have no colour or scents to stabilise. 
 

Where are the Le Petit Marseillais liquid soap refills?

We had to discontinue the refills as far too many were bursting/breaking in transit to our customers. If Le Petit Marseillais introduce a more substantial packaging, obviously we will restock them. We apologise if this causes any inconvenience.

 

Why have you discontinued the deodorant sprays?

We have had a few packages returned to us because they contained a deodorant spray - apparently they are on the dangerous list for transit.
 
 

ORDER INFORMATION

 

Why has my credit card been charged in GBP?

Please be aware that all payments are charged in Euros. If you select any other currency from the currency dropdown menu, the prices be shown at the current exchange rate. Please be aware that your bank may charge you a small percentage on the exchange rate.
 

What if an item is out of stock? Do you 'back order'?

If an item is out of stock, we'll happily send you an e-mail when it's back in stock. Simply click "In Stock Notification" on the product page and supply your e-mail address. We'll notify you when the item becomes available. 
 

How can I check the status of my order?

If you have registered for an account, you have the ability to check the status of your order and see your tracking details. Log in to My Account and click on the Order Number you wish to see. Once your order has been shipped you will see your tracking details displayed. Just copy the tracking number into the track field on the relevant website, i.e. Fedex.com.
Alternatively please contact us here or telephone 0033 952 92 32 47 – Monday to Friday 9am to 10.00pm (France time).
 

How do I return/exchange an item?

It is the intention of Natural French Soap to offer you the best quality products and the best service too. For this reason, we will gladly issue a full refund for any unopened/unused merchandise that is returned within 28 days of the date of purchase. All items must be in an unopened, saleable condition.
 
Please note that we cannot offer exchanges or refunds on any opened or used products and Postage & Packing will not be refunded. To return any items, please first contact Customer Service
 
Send you returned items to:
Natural French Soap
Returns Department
7 Rue André Duperrin
77500 Chelles
FRANCE
 
Please allow a little time from the day you return your package for your request to be processed.
 

How can I change or cancel my order?

Please call 0033 952 92 32 47 Monday to Friday 9am to 10.00pm (France time) or contact us here We cannot guarantee that cancellations or changes will be possible if your order has already been processed, but we'll try our best.
 

Can I purchase gift vouchers online?

Yes you can. Natural French Soap Gift Certificates are available from £5 to £200. You can find them here.
 

How do I use a Coupon Code or a Gift Certificate Code?

  • Coupon Code: Once you have selected your products, click on Shopping Cart and copy the Coupon code into the box marked Coupon Code.
  • Gift Certificate: Once you have selected your products and moved from the Shopping Cart to the Checkout, you will see a Gift Certificate box in section 3 of the checkout page. Enter your code there and click 'Continue'
 
 

SHIPPING INFORMATION

 

How much will it cost to ship my item?

We ship free to everywhere in the world subject to a minimum order thresholds see our Shipping Details Here
 

Do you ship to P.O. Boxes ?

We do not ship to P.O. Boxes. We normally ship via Courier, therefore we need a physical address, and will require a signature on delivery.
 

Do you ship internationally?

Yes we do. We ship almost worldwide. Please see a list of destinations here. If your country is not listed, please contact us to let us know.  Also please be aware that there may be local taxes to pay in your country.
 
 

MY ACCOUNT

 

Why should I register for an account?

Registering to our website allows you to keep a record of your information, which will save you some time on your next purchase. Also you will be able to see all of your past orders, which makes re-ordering much easier. Also, you will receive reward points for every purchase, which you can see in your account.
 

I forgot my password, how can I find it ?

If you forgot your password, simply go to login page, click on "forgot password" and we will send it to your email address we have on file.
 

Can  I modify my personal information ?

Yes, simply go to My Account and enter your login/password. You will then be able to modify your personal information.
 
 

SECURITY

 

Is it safe to use my credit card on your website ?

Absolutely. At Natural French Soap, we understand how important security is to you. To help ensure that your shopping experience is safe, simple and secure, we use industry-standard Secure Socket Layer (SSL) technology.
When you place an order at Natural French Soap, we automatically encrypt sensitive information such as your name, address and credit card details. SSL employs 128-bit encryption and is the most advanced consumer online security technique to date. When SSL is enabled on a website, you will see a padlock at the top of your browser before the https://.
 
 

Is it safe to give you my email address ?

The customer information that we have in our database is reserved for internal use only, we do not sell this information to anybody, it is kept private. This information is needed in order to get to know you better and find ways of serving you better. You also have the right and the ability to modify this information at any time by logging in to your account.

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