We take care to make sure orders are prepared and packed correctly, but occasionally something can go wrong in transit or during packing.
If an item is damaged, missing or incorrect, please contact us as soon as possible so we can investigate and resolve it.
What should I do first?
Please email us at hello@frenchsoapwholesale.com and include:
- your order number
- business name
- a short description of the problem
- the product name and quantity affected
- clear photos where relevant
The more information we have at the start, the faster we can usually sort things out.
Damaged goods
If products have been damaged in transit, please send us:
- photos of the damaged products
- photos of the outer shipping box
- photos of any visible impact or damage to the packaging
- the quantity affected
Please keep the packaging until we’ve had a chance to review the issue, as the carrier may require evidence.
Missing items
If something appears to be missing from your order, first check:
- all boxes in the shipment
- whether the order was sent in more than one parcel
- the packing documentation, if included
- whether an item was noted as unavailable before dispatch
If the item is still missing, let us know and we’ll check the order with our Marseille supplier.
Incorrect items
If you receive a product or fragrance you didn’t order, please send us a photo of the item together with your order number.
We’ll compare it with the original order and agree the best solution.
Out-of-stock items
Occasionally, an item may become unavailable while an order is being prepared.
If this happens, we should contact you before dispatch to explain the situation and agree what to do next.
Depending on the circumstances, this may involve:
- removing the unavailable item
- offering an alternative
- waiting for replenishment
- adjusting the order value
If you believe an item was removed without you being notified, please contact us so we can check what happened.
What happens after I report a problem?
Once we have the details, we’ll review the issue with the supplier or carrier where necessary.
Depending on the situation, the solution may include:
- replacement goods
- a credit
- a refund
- an agreed alternative
- another practical solution
The appropriate remedy will depend on the nature of the problem.
Is there a time limit for reporting problems?
Please report any damage, shortage or incorrect item as soon as reasonably possible after delivery.
Prompt reporting gives us the best chance of resolving carrier-related problems quickly and obtaining any evidence needed.
Still need help?
Email hello@frenchsoapwholesale.com with your order number and details of the issue, and we’ll be happy to help.