Frequently Asked Questions

 

Thanks to all your much-appreciated feedback over the years, we’ve collected the most common and frequent questions, and we hope this FAQ page is helpful. We appreciate any efforts to send us your opinions, ideas, thoughts and comments and our customer-service team always does its best to handle any complaints in the most professional way.

 

If you can’t find an answer to your query in the following section, please don’t hesitate to contact our Customer Care department directly:

Email: service@sabonuk.co.uk • Working hours: Monday to Friday: 9am–5pm.

 

1.Purchasing on the Sabon site

 

How do I register to your site?

Click the ‘register’ menu at the top-right side of our site. You will be transferred to the registration form. The form is designed to be easy to use; it takes no longer than 2–3 minutes to complete.

 

I wasn’t satisfied with the product/service I received in the Sabon store; who should I speak to?

For any problems related to the product, service or any other appeal, we will gladly receive your phone calls or emails. You can call our Customer Care department or contact us by any of the contact methods presented in the ‘Contact Information’ section.

 

I placed an order and it hasn’t arrived yet. How can I check the order status?

In order to track your order, you must be a registered user. If you are not, please fill in the registration form before placing the order.

 

As soon as you are a registered customer, click the ‘Track your order’ item. In this section you’ll be able to review your order and track your order status.

 

How do you assure secure online transactions with credit cards?

The billing process is via a third-party company; Worldpay uses the most efficient tools and technologies for data security.

 

If you would like to know more about the online billing method, further information is available at: http://www.worldpay.com

 

I couldn’t finalise an online payment with the credit card. What should I do?

For any problems related to the payment process, you may call our Customer Care. We will analyse the problem and we will do our best to process your order as soon as we can.

 

What kind of payment methods do you accept?

If you choose to pay online with a credit card, we accept the following cards: Visa, MasterCard and Debit Cards.

 

How can I renew my account as a Sabon user?

If you are a registered customer and you have forgotten your username or password, access the ‘Sign In’ page and click ‘Forgotten Password’. You will be asked to fill in your email address. Shortly after you will receive an email with your username and a new password.

 

I would like to pack part of my order as a present – how can I do this?

Presents are custom-packaged in beautiful gift-wrap sets. After picking your products, on the basket page, choose all or part of your order to be packaged as a present. The ‘Customise Gift’ page contains detailed information.

 

I need an invoice for my order, how do I get this?

When you finalise your order, in the last section, fill in a short form with your contact and delivery details. In this section, there is a check box with the option to receive an invoice with a company name. Complete this field and the invoice will be sent to you, along with a payment receipt.

 

2.Product delivery

 

Do you make product deliveries outside UK?

We ship to destinations in UK. If you reside outside, please check our Sabon Worldwide page for your nearest retail location.

 

Can I cancel or change my order?

After placing an order, please contact Customer Care immediately to make changes or cancellations, as your order is processed within minutes. You have 30 days from the date of purchase to return products for a refund.

All returns must be accompanied by a valid invoice/receipt. The shipping cost is non-refundable. You might want to know more information regarding our shipping policy.

 

How much I will pay for my order to be shipped and how long it will take to process my order ?

Standard Delivery

  1. Delivery within 3-5 working days
  2. Delivery fee for purchase below £50 will be £5
  3. Free delivery for purchase above £50
  4. Please note during Christmas and New Year delivery could take longer than usual due to the increase in deliveries. We will endeavor to do our best to ensure your purchase reaches you on time.
  5. Deliveries are made using My Hermes and we are able to track your purchase should it not be received by you. Please contact us if you have not received your product and we will be happy to help.

 

Next Day Delivery

Delivery within next working day delivery- For all orders to UK addresses placed before 12pm Monday - Friday will be dispatched on the same day and delivered the next working day.  Orders placed between Friday after 12pm - Sunday will be delivered on Monday.

  1. Delivery fee for purchase below £50 will be £7.95
  2. Delivery fee for purchase over £50 will be £4.95
  3. Please note during Christmas and New Year delivery could take longer than usual due to the increase in deliveries. We will endeavor to do our best to ensure your purchase reaches you on time.
  4. Deliveries are made using DHL and we are able to track your purchase should it not be received by you. Please contact us if you have not received your product and we will be happy to help.

 

What should I do if I receive a wrong order?

For any mistake or problem regarding your order and the delivered products, please contact our Customer Care department or contact us by any of the contact methods presented in the contact information section.

I would like to return a product; what is the process?

More details are available on the ‘Terms and conditions’ page.

3.About Sabon

 

When was the Sabon Company founded?

Sabon was founded in Israel in 1997. The first location was on Shenkin Street in Tel Aviv. Moredetails about Sabon’s story is available on our ‘About Sabon’ page.

Are there franchise or wholesale opportunities with Sabon?

Sabon is a privately owned and operated company; therefore, there are no franchise or wholesale opportunities. If you are interested in opening a Sabon branch or in carrying our products abroad, please send an email to service@sabonuk.co.uk.

Where can I get a membership card?

A Royal Passport card can be purchased from any of our shops.

Find out about our Royal Passport membership club and loyalty programme, or contact us for further information.

Where can I find Sabon stores?

You can find the Sabon stores in UK and worldwide on the ‘Sabon Stores’ and ‘Stores Worldwide’ page, where you’ll findthe address, contact details and also images for all our boutiques.

4.Products

 

What is the body butter and how do you store it?

Our Body Butter is a highly moisturising bar made of shea butter, cocoa butter, and beeswax. Natural plant extracts are used to give the product its delicious smell. Due to the natural ingredients, the product tends to melt slightly during warmer months, so it is helpful to store the product in a cool place.

What is the difference between the Body Butter and the Butter Cream?

Our Body Butter is our most moisturising product. Based on shea butter, cocoa butter and beeswax, this product may be used as a targeted treatment to soothe severely chapped and dry skin. The butter cream, on the other hand, is intended for use over the entire body. This too is based on shea butter, but it also contains skin-moisturising ingredients such as glycerin and olive oil.

What are the differences between your scrubs?

We have two types of scrubs, with different levels of exfoliation, cleansing, and moisturising. Our Creamy Scrub is the mildest. Crushed apricot and olive seeds exfoliate your skin and deliver moisture for normal to oily skin. The Body Scrub is purely almond and jojoba oils, Dead Sea salts and fragrance. This scrub quickly reveals a newer, softer skin through intense exfoliation.

Can I use any of the soaps on my face?

Yes. Our Olive Oil Honey Vanilla Wheat, Olive Oil Mud, and Glycerin Green Tea soaps are excellent for delicately exfoliating, moisturising, and, of course, cleansing the skin. As well, our Olive Oil Lavender soap which helps blemished or acne-prone skin.

What is beneficial about the Dead Sea?

The Dead Sea is known for its unique mineral properties, and this is known to help ease and heal many ailments, in particularrespiratory and skin-related diseases. It has also been proven to relieve rheumatism, relax the muscles, and impart into the skin the essential minerals that improve moisture and elasticity.

Why are some products packaged in glass?

Any product that is packaged in glass is likely to be better preserved in its original form than any other kind of packaging. Also, glass is made of less processed ingredients than plastic, making it easier to be recycled. Sabon is getting greener by the day, so we try to use as many recyclable products as possible.

5.Ingredients

 

What are parabens and which Sabon products are parabenfree?

Parabens are a group of chemicals widely used as a preservative in the cosmetic and pharmaceutical industries. They safely fight off bacteria and fungi and can be found in many cosmetics and products we use daily (such as toothpaste, shampoo, and lotions). Their history of safe use explains why parabens are so commonplace. Current studies have investigated possible side effects of products containing parabens, so, to keep you informed, here is a list of paraben-free products:

  • sorbet body gels
  • body lotions
  • hand creams
  • foot cream
  • body butters
  • body oils
  • body dews
  • mineral powders
  • shower oils
  • foamy body gels
  • bath foams
  • milky soaps
  • liquid hand soaps
  • solid soaps
  • scrubs, except the creamy ones
  • hair care products
  • organic products
  • candles

Why are synthetic chemicals used in your products?

Many ingredients are used to preserve the products; without these chemical preservatives, the products would not last more than several days. The only instance when a synthetic material is acceptable is when there is no viable natural alternative and when it has absolutely no negative effects — on you, or the environment. The term ‘fragrance’ on our labels may indicate the use of natural fragrance (essential oils), synthetic fragrance or a combination of both. Sabon makes every attempt to use blends of natural oils in formulating our fragrances. However, on certain occasions, it may be necessary the use of synthetic ingredients in our fragrances, in order to sufficiently mix the perfume with the product formula base, and to keep the product stable.

Customer Service

Email: service@sabonuk.co.uk 

Tel: 020 7240 8276

Monday to Friday: 9AM–5PM

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