I haven’t received my order – what should I do?

See our delivery information for our policy on order despatch.
We want you to be entirely happy as a Saponista customer, so if you think something has gone wrong please contact us and we’ll do everything we can to chase your order.

We use Hermes and Royal Mail for the majority of our orders, although we may choose to use alternative carriers depending on order requirements. Please see the Hermes policy for items lost in transit, and the Royal Mail policy for items lost or delayed in the post. If we have sent your order via Royal Mail then please check with your local Royal Mail Delivery Office to ensure a delivery attempt has not already been made (although you should have received a “Something for you” card). We will only be able to pursue a lost item claim with Royal Mail after 15 working days has elapsed since posting.

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