Question 1

What makes Thames & Red soaps distinctive?

Accepted Answer

Our soaps bring together distinctive fragrances, handmade craftsmanship and luxury presentation. The goat milk range is made with black seed oil and Manuka honey, with activated charcoal in selected bars. Signature marbling and beautifully presented packaging make them a thoughtful gift or a little indulgence for yourself.

Question 2

Which fragrance should I choose?

Accepted Answer

For sweet floral warmth, choose Ameera. For jasmine with soft woods and amber, try Aaliyah. If you enjoy oud, explore Mayfair, Knightsbridge Oud or Edgware Road. Belgravia brings citrus and spice, Baker Street has a coffee and vanilla character, and Fizzy Cola offers a playful, nostalgic scent. Use the guide below to find your favourite.

Question 3

How do the collections differ?

Accepted Answer

The Royal Collection brings together Ameera and Aaliyah, with elegant floral fragrances and warm finishes. The City Collection captures a London-inspired mood through Mayfair and Knightsbridge Oud, with rich oud and woody fragrance notes. Sugar Souk introduces a sweeter, more playful character with Fizzy Cola. Explore each collection page for the products currently available.

Question 4

Do you have a soap without added fragrance?

Accepted Answer

Our unscented goat milk bar is made with goat milk, black seed oil and Manuka honey, with no added fragrance. It may still have a natural aroma from its ingredients. No added fragrance does not mean allergen-free; please check the full ingredient list before choosing.

Question 5

What are the key ingredients in your soaps?

Accepted Answer

Goat milk, black seed oil and Manuka honey are the signature ingredients in our goat milk range. Selected bars also contain activated charcoal. Fizzy Cola is made with a separate soap formula, so please refer to its own product page and packaging rather than assuming it contains the same ingredients.

Question 6

Why do you use goat milk, black seed oil and Manuka honey?

Accepted Answer

Goat milk forms the creamy soap base of this range, with black seed oil and Manuka honey added to the blend. Black seed oil connects the collection to our Arabian heritage. Together, these ingredients form the signature blend at the heart of the collection.

Question 7

Which soaps contain activated charcoal?

Accepted Answer

Mayfair, Knightsbridge Oud, Belgravia and Edgware Road contain activated charcoal alongside goat milk, black seed oil and Manuka honey. Please check the individual product page and full ingredient list when choosing your bar.

Question 8

Are your soaps made with natural fragrances or essential oils?

Accepted Answer

Our scented bars use fragrance blends. The notes describe how each fragrance smells; they do not mean that the soap contains the corresponding flowers, spices, coffee, essential oils or genuine oud oil. Please check the full ingredient list for the ingredients and declared fragrance allergens in each bar.

Question 9

Where can I find the full ingredient list?

Accepted Answer

Please check the ingredient list on the product page and packaging for your chosen bar. The key ingredients highlighted in our descriptions are only part of the formula. Full lists also identify the soap-base ingredients, colourants and any fragrance allergens that need to be declared.

Question 10

Are your soaps cruelty-free?

Accepted Answer

Our soaps are handmade with cruelty-free ingredients. This applies across our current range, including Fizzy Cola.

Question 11

Are your soaps vegan?

Accepted Answer

Our goat milk soaps are not vegan because they contain goat milk and honey. Fizzy Cola has a separate formula; please check its product information or contact us before buying if vegan suitability is important to you.

Question 12

Are your soaps suitable for sensitive skin?

Accepted Answer

Skin sensitivities vary, and we cannot guarantee that a soap will suit everyone. Our scented bars contain fragrance, so please check the ingredients and declared allergens before buying. The unscented goat milk bar has no added fragrance, but it is not guaranteed to be suitable for sensitive skin. Stop using a product if irritation occurs.

Question 13

How should I use my soap?

Accepted Answer

Wet the bar and work up a lather in your hands or over wet body skin, then rinse thoroughly. Keep away from the eyes and avoid broken or irritated skin. Our fragranced bars are body soaps. Always follow the directions on your chosen product and stop use if irritation occurs.

Question 14

Can I use the scented bars on my face?

Accepted Answer

Our fragranced bars are intended for body cleansing. Please follow the intended use and directions on the product page and label for your chosen soap.

Question 15

How do I help my soap last longer?

Accepted Answer

Let the bar dry between uses on a well-draining soap dish. Keep it out of standing water and away from the direct shower spray when you are not using it. How long a bar lasts depends on how often it is used, how it is stored and whether it is shared.

Question 16

How should I store an unused bar?

Accepted Answer

Keep unused soap in a cool, dry place away from direct sunlight and excess heat. Leave it in its packaging until you are ready to use it, and follow any storage or shelf-life information on the label.

Question 17

Will my bar look exactly like the photograph?

Accepted Answer

Our soaps are handmade in small batches, so marbling and colour placement can vary from bar to bar. The photographs show the intended design, but each handmade bar has its own pattern. Screen settings can also affect how colours appear.

Question 18

Are your soaps suitable for gifting?

Accepted Answer

Our luxury presentation and distinctive fragrances make the soaps a thoughtful gift. Choose a floral scent from the Royal Collection, explore the City Collection for oud and woody notes, or pick Fizzy Cola from Sugar Souk for something playful. Please check each listing for exactly what is included.

Question 19

What payment methods do you accept?

Accepted Answer

The payment methods available for your order are displayed at checkout. Please choose from the options shown when you complete your purchase.

Question 20

Can I use more than one discount code?

Accepted Answer

Please check the terms of the offer you are using. Any restrictions on combining codes or applying a code to sale items will be shown with the promotion. Your order total is confirmed at checkout before you pay.

Question 21

Can I change or cancel an order?

Accepted Answer

Email hello@thamesandred.com with your order number as soon as possible. If your order has not been dispatched, we will check whether we can amend or cancel it. If it has already been sent, the Shipping & Returns policy explains your options. This does not affect your statutory cancellation rights.

Question 22

Where do you deliver and how much does it cost?

Accepted Answer

We deliver within the UK. Standard delivery is £3.95, or free on qualifying orders of £30 or more. The final charge is shown at checkout. International delivery is not currently available.

Question 23

When will my order arrive?

Accepted Answer

We aim to dispatch within 1–3 working days, with standard UK delivery estimated at 3–5 working days after dispatch. Working days exclude weekends and bank holidays. See Shipping & Returns for details.

Question 24

How can I track my order?

Accepted Answer

Your dispatch confirmation email includes tracking details where available. For help, email hello@thamesandred.com with your order number.

Question 25

What if my order is late, missing, damaged or incorrect?

Accepted Answer

Email hello@thamesandred.com with your order number and details. Include photographs of damaged or incorrect items if possible. We will investigate and arrange the next steps, including contacting the courier about missing parcels.

Question 26

Can I return a soap if I change my mind?

Accepted Answer

Our 30-day offer is for unused products in their original packaging. Tell us within 30 days of delivery and post them back within 14 days of notifying us. Used products are excluded from this voluntary offer. See Shipping & Returns for your separate statutory cancellation rights and rights for faulty goods.

Question 27

Do you provide a return label or free returns?

Accepted Answer

We do not supply return labels. For a change-of-mind return, you arrange and pay for return postage. If an item is faulty, damaged on arrival or incorrect, contact us first; we cover reasonable return costs where required. Please keep proof of postage.

Question 28

How do I start a return?

Accepted Answer

Email hello@thamesandred.com with your order number and item for the return address and instructions. Statutory cancellation does not require a reason or prior authorisation.

Question 29

When will I receive my refund?

Accepted Answer

Refunds go to the original payment method. For a statutory cancellation, we refund within 14 days of receiving the goods back or receiving evidence that you sent them, whichever is earlier. For eligible returns under our extended offer, we refund within 14 days of receipt. Your payment provider may take additional time to display the payment.

Question 30

How do I update my account information?

Accepted Answer

Sign in and open your account settings. To change the address on an existing order, email hello@thamesandred.com promptly; updating your account does not change an order already placed.

Question 31

How do I unsubscribe from marketing emails?

Accepted Answer

Use the unsubscribe link in one of our marketing emails. You will still receive essential messages about orders you have placed.

Frequently Asked Questions

Fragrances & Collections

Ingredients & Suitability

Using & Caring for Your Soap

Orders & Payment

Delivery

Returns & Refunds

Your Account & Emails

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