Customer Service

How to Order?
Can I Cancel or Change my order?
How will my order be shipped?
Will all my items be shipped together?
How much does shipping cost and how will my order be packaged?
How can I track my order?
Can I have my order shipped to another address?
Which address do you normally ship to ?
Which type of payment do you accept?
What is your Returns Policy?
What can I do if my items are faulty?

Placing Your Order

How to Order

Home Page - You can get back to our home page when browsing by clicking on the Softleaves logo at the top of the page or on the Home Page at the top of the age.

Navigation - You can navigate to main sections of the site by using the navigation bar at the top of each page. This includes access to your account information, your Cart, Checkout, Sales, Search, and all your favour shopping department within Softleaves. You can navigate to Softleaves Customer service or to contact us by using the navigation bar at the bottom of each page.

View A Product - Simply click on any picture to see an enlarged view and other details including a description, sizes and colours. Then simply select a size, at which point we will let you know if the item is sold out then and "Add to Cart" to buy the item. You can also add the item to compare it with any other item on the site by ticking on the Add to compare link under the item photo.

Search -You can search our site by description, item name or keyword.

Quick Checkout without registering with the site: If you have already chosen your order, just follow the Google checkout link or Paypal Checkout link to pay for the item without the need to register on the Softleaves Site. In this case, the item will be sent to your registered address on your PayPal account or Google checkout account.

Can I Cancel or Change my order
You may change or cancel delayed items from your order. To change or cancel your delayed items please email our Customer Service team on CustomerCare@softleaves.co.uk
All available items will normally be despatched within 48 hours from receiving cleared payment.If items have been delivered then you will need to follow our returns procedure.

Delivery :

Methods of Shipping

How will my order be shipped?
Your order will normally be shipped by the Royal Mail Service in the UK within 2 working days* from receiving cleared payment.
When the order is placed and paid for after 3 pm on Fridays, it will be dispatched on Monday, and when the order is placed after 3 pm of the day before a UK bank holiday, the item we be dispatched on the first day after the holiday.

*Exceptions apply - Please allow extra days for national holidays, weekends and sale time .other shipping companies might be used to ship orders outside the UK or if we think that it's faster or more suitable to use.

Will all my items be shipped together?
In most cases your whole order will be shipped at the same time, however, it may be in separate parcels.

Note Regarding Delayed items:
When part of the order is delayed, in which case the delayed items will be despatched as soon as stock becomes available without any extra post costs.

Shipping Charges and Packaging Details :

How much does shipping cost and how will my order be packaged?
Your order will be shipped out in plain packaging (envelope of box) ,you will find our warehouse address and return address printed on the packaging label without any reference to our company name or warehouse name, generally the discreet box or envelop will have your name and address on it and our warehouse address printed as follow : Unit 24 Argyle Street , Kingston upon Hull, HU3 1HD , UK .
We will not be responsible In any way for the privacy of the package , but we will try to do our best to package the item as discreet as possible.
Customers should be aware that the package can get damaged in the post, opened by customs or any other person during transport or after delivery, therefore, we can not grantee the privacy or how discreet your order will be , however, we will do our best to protect our customers privacy and packaged the items as discreet as possible .
Our shipping charge is currently free of charge for a post within the UK, regardless of how large your order is, however, this might change at any time and will be shown to you before placing the order.

Tracking your order

Registered Customers:
Registered customers can log in to their account and find an update regarding the status of their order and a history of all their previous orders.
Where the order is sent by the Royal Mail Signed-for Service or the international signed-for service, ( normally used for large orders or single items priced 40 GBP and above ) you will need to send a request to sales@softleaves.co.uk including your name and ask for the tracking number to be sent to you , then you will be able to track your order within the UK on the Royal Mail website www.royalmail.com using the tracking number provided .

Non-Registered Customers:
Customers using the quick checkout path ( paying via PayPal or google checkout without registering on the site ) will need to send a request to sales@softleaves.co.ukasking for an update regarding their order, in case they do not receive, for any reason, an email updating them about the status of their order. Tracking number will also be sent when the item was sent using the Royal Mail Signed-for service or the international signed-for service.

Shipping address and Can I have my order shipped to another address?
Yes, but you will need to inform us regarding the address that you want us to ship to , you can do that by placing a note on Paypal or Google checkout when paying for the item using Paypal or Google checkout , or you will need to attach a note to your payment, when paying by postal order or cheque . No extra costs will be added if you request a shipment to be sent to another address as long as its in the UK, or your country if you're based overseas.

Which address do you normally ship to ?
Will you ship to my Paypal , Google checkout address or the address registered on the Softleaves site?
We follow the following system :

Registered Customers:
Registered member on the Softleaves website, paying using a postal order, cheque or via Google checkout will have their order sent to their registered address on the Softleaves site unless otherwise requested.

Registered member paying by Paypal, will have their orders sent to their Paypalregisteredaddress and not to the address registered on the Softleaves site unless otherwise requested on a note with the Paypal payment.

Non-registered customers:
Member who do pay directly without registering on the site, or follow the guest checkout process on the site, will have their items sent to their Google checkout or PayPal address, or to the address attached to their payment when paying by postal order or cheque.

Payments

We accept the following kind of payments :

1- Cheque or postal orders:
Please make your cheque or postal order payable to Softcare Silicone UK Limited and send it with a note containing your name and order number to :
Softleaves C/O Bridgetown Systems
Unit 24 Argyle Street
Kingston upon Hull
HU3 1HD
UK

2- Paypal :
Customers can checkout using the direct paypal link that will be shown on the checkout page. Customers can also checkout as a guest or register on the site and follow the instructions to checkout using PayPal , the link will take them to the paypal website where they will need to send their payment to Softleaves email sales@softleaves.co.uk.

3- Direct Bank Transfer :
Where the order exceeds 300 GBP or 280 Euros or 450 USA$ you can make payment directly to our company bank account , you will need first to place the order by sending a list of the items that your buying to sales@softleaves.co.ukand our sales department will send to you instruction that you will need to follow to make your payment directly to our company bank account .

Returns

Returns Policy
What is the Returns Policy?
In accordance with Softleavespolicy of offering outstanding customer service and in addition to the Distance Selling Regulations, you can return any item within 30 days of receipt for a refund of that item and the UK post costs (provided the items are in a new and unused condition ),however, postage for sending the items back must be paid by the sender and will not be paid for by Softleaves . (This does not affect your statutory rights).

Returning Items by Post
All returns should be sent via post.
If you wish to return an item to us by post, please follow these simple step-by-step instructions:
Send to us an return request via email to customercare@softleaves.co.uk asking for an approval to return the item , please include the order number and the reason for the return , we will then email you back with an approval to return the item .
Repackage the products securely and send the products together with a note containing the follow:
- The reason for return
- The order number
- Your e-mail address or telephone number

return the item to this address:
Softleaves Returns C/O Bridgetown Systems
Unit 24 , Factory Estate
Kingston upon Hull
HU3 1HD
UK

Please kindly note that all items returned must be in their original condition. All goods will be inspected on return.
The goods are your responsibility until they reach our warehouse.

When and how will I be credited for the returned items?
We will send to you a refund within 1-4 working days from receiving the goods back at our warehouse.

What do I do if my returned items have not been credited to my account?
You will need to email us on customercare@softleaves.co.uk

Returns Method
You are welcomed to return the item by any shipping method you like, however, the goods are your responsibility until it arrives at our warehouse.

Returns Charges
We do not charge for returns, so you will get a full refund including UK post costs, however, customers will need to return the items on their own cost, post costs for returning the item will not be given, please see our terms and conditions for more informations.

Faulty Items

What can I do if my items are faulty?
If your products are faulty please email us at customercare@softleaves.co.uk so that we can arrange a return for you or a replacement.
You can also ( after emailing us and explaining the problem ) return the item with a note confirming that the item is faulty to (Softleaves Returns C/O Bridgetown systems, unit 24 Argyle Street, Kingston upon Hull, HU3 1HD , UK ) and attach a note containing your order number, name and address and please explain that the item was faulty and request a replacement or an exchange .
In the case of a refund request, we will fully refund your payment and send to you the post costs that you paid to return the item to us, however, in the case on requesting a replacement, we will send a new item to you and also send the post costs that you paid to return the item to us .Customers will always need to attach a receipt from the shipping company that they used to return the item, showing the post costs that they paid to return the item so that we can refund them the full post costs that they paid to return the faulty item to us.
For overseas customers requesting a return or exchange due to the item been faulty, customers will need to email us on customercare@softleaves.co.uk and cannot send the item directly to us before sending us an email and getting a reply, we will normally reply within 1-2 working days.

Orders and Contract Information
Your order is accepted and a contract is formed between Softcare Silicone UK Limited ( the owner of the Softleaves brand) and you when we despatch the goods you have ordered and not before. A contract is not formed at the point in time that payment has been taken from you, nor at the point in time that you receive an email from Softleaves acknowledging receipt of your order. Until the goods are despatched the order may not be accepted by Softleaves or may be cancelled by you.

Prices
For UK based customers, the prices that are shown are the prices that you will pay, no extra tax of any kind is to be added. overseas customers might need to pay duty on the goods in their country before the goods can be released by customs in their own country Softleaves will not be responsible in any way for duty paid by customers in other customers based outside the UK , nor will be responsible for the shipping delays that can happen due to customs at other countries .

Complaints
If you do have a complaint please write to Softleaves , Softleaves Complaints, Floor 6 , 223 Regent Street, Mayfair, London, W1B 2QD , UK or email complaints@Softleaves.co.uk . We aim to deal with complaints speedily and sympathetically. All complaints are logged, investigated and replied to.

Language
This information is supplied in English only and we will continue to communicate in this way during your agreement with us.

Copyright

Company information
Softleaves is a trademark owned by Softcare Silicone UK Limited.
Softcare Silicone UK Limited, incorporated and registered in England, registration number: 04504338 , Registered office, Floor 6 , 223 Regent Street, Mayfair, London, W1B 2QD , UK .
Vat Registeration Number : 142470043 All prices listed on this site include 20% vat .
Law
Our agreement with you is based upon English law and the law applicable to this agreement are the laws of England and Wales.