Below are some frequently asked questions, you may find the answer yourself
We’ve put together some very commonly asked questions to give you more information about TheSoapFactory and the products that we offer.
If you have a question that you can’t find the answer to, please use the contact us page.
CAN I CANCEL MY ORDER?
Once the order has been processed, you will receive a confirmation email from us. Unfortunately, it is not possible to cancel your order. However, if you change your mind you may return unopened and unused products to us.
CAN I AMEND AN ORDER AFTER I HAVE PLACED ONE?
Unfortunately, you will be unable to make changes such as adding a promo code, removing/adding an item, or canceling an order once payment has been made. You may, however, get in touch with us if you need to change your delivery address provided the items have not been shipped out yet.
CAN I RETURN PURCHASED ITEMS?
Absolutely. Please contact [email protected] within three (3) days of receiving the item. Please note that sale items are not refundable or exchangeable, and that we only accept the return of unopened and unused items. For the procedure to follow, click here to find out more details.
CAN I EXCHANGE AN ITEM IF IT’S BEEN DELIVERED FAULTY?
Yes, please contact our customer service by phone at +6019 4098 400 or via email at [email protected] if you find any faulty products among delivered items. Be sure to include your order number, product details and a photo of the item in question in your query. Please do not discard the faulty product as it will be collected from one of our couriers.
HOW DOES SHIPPING WORK?
Once you have selected your item and proceeded to the checkout page, delivery charges will be added to your purchase. Deliveries within Malaysia can be expected within one to three (1-3) working days (Peninsular Malaysia) from order placement, while outside Peninsular Malaysia varies within five to seven (5-7). Please refer to this page for more info.
WHAT IF I HAVE A QUERY ABOUT A CERTAIN ITEM?
The Soap Factory tries to give you as much information as possible about the items we carry, including usage guides, benefits and a full ingredients list. However, if you have a question that our guide does not answer, you can email us at [email protected] with the product code and we will try our best to help.
WHAT PAYMENT METHODS ARE OFFERED?
You can pay by credit card or debit card via PayPal and local bank transfer. For local bank transfer(s), instructions will be given to your registered email address.
IS YOUR ONLINE PAYMENT SYSTEM SAFE?
Yes – we use the latest certified security technology which means that you do not need to worry when using your credit or debit cards to make a purchase with The Soap Factory.
ARE PRICES NEGOTIABLE?
No. Prices are fixed and the amounts indicated on the website are final.
I HAVE OTHER QUESTIONS, HOW DO I CONTACT CUSTOMER SERVICE?
You may call us at +6019 4098 400, email [email protected] or click the WhatsApp icon on the bottom left of your screen for a live chat.