Frequently Asked Questions

Select Login at the top right of the page to log into your account, for new customers please choose Register to set up an account. Once logged in, click on My Account at the top right of the page, here you can view previous orders and your personal details as provided.

If your Bath House purchase arrives and it is faulty or damaged, please contact us. We will examine the issue and then confirm whether it is faulty or damaged. If it is faulty or damaged we will provide you with instructions for returning your purchase at our expense. Upon receipt of your return, we will issue a refund for the price you paid for the product and the original postage cost to the original purchaser’s method of payment on the same working day we receive the returned goods. For an exchange we will dispatch a replacement on the same working day we receive the returned goods. Faulty or damaged purchases must be reported within 28 days of receipt. You will receive confirmation of your refund / exchange via email.

We occasionally give our customers the opportunity to take advantage of special offers, these are promoted in our email newsletters, and occasionally on our Facebook (@bathhouseshop) and Instagram (@thebathhouseshop) feeds. Promotional codes can be entered at the Shopping Bag stage in the cell named ‘Promotional Codes / Vouchers:’, this is also where e-gift card codes are inputted. To view your Shopping Bag, select the button VIEW BAG, from your Shopping Bag summary.

Please note, only one promotional code may be used per order and promotional codes cannot be used in conjunction with any other codes, including but not limited to gift vouchers, e-gift cards, sale items and specific products (please check qualifying terms), and are for online use only at thebathhouseshop.co.uk. Promotions cannot be applied to orders placed outside of the qualifying promotional dates. Any orders placed before the start and after expiry of the offer, will not qualify for the offer.

To successfully apply a bespoke promotional code to your order at the Shopping Bag stage, you will need to be signed into your online account with an email address and password. Before entering your promotional code, please fully read the terms and conditions associated with the e-gift card/offer/promotion, to ensure that your order meets the qualifying terms to be applied.

Troubleshooting summary –

• Are you signed into your account?
• Check your order does not contain excluded products (please check qualifying terms).
• Ensure that the promotional / e-gift card code is formatted correctly (eg. be aware of capital letters).
• Check the promotional / e-gift card code is not applied to an order before or after qualifying dates.
• Ensure you are not trying to enter more than one promotional / e-gift card code.

Bath House donated 1000’s of hand sanitisers to NHS staff, care workers and key-workers in the community during the COVID pandemic.

£1 from every sale of our Winter Gardens room diffuser and fragrant candle is being donated towards the restoration of the Morecambe Winter Gardens.

We offset our primary carbon emissions on an annual basis using an accredited local planting scheme.

UK Mainland customers benefit from free delivery on orders over £60, for orders under £60 delivery charges will depend on the delivery option chosen. View full delivery information here.

You will receive an email confirmation as soon as the order is placed. Once dispatched a further email will be sent to tell you it’s on its way, please refer to the delivery timescales here.

If you have not received a dispatch email within three working days after ordering, please check your junk/spam folder and any secondary email addresses you may have used before contacting Customer Services.

Due to shipping and customs restrictions, unfortunately we cannot currently process orders online for Northern Ireland, Channel Islands, Isle of Man, European or international destinations. To enquire further please contact our Customer Service team. Please note, due to postage restrictions on products containing alcohol, unfortunately we cannot ship all products to some overseas destinations.

Due to Brexit regulations overseas orders may require extra Handling Charges at point of delivery, plus a VAT charge and/or customs charges, depending on the destination. These charges can be discussed with our Customer Service team when placing your order but we cannot guarantee what you may be charged by the local courier and/or customs in the delivery country.

We do hope that you are delighted with your order but if for some reason you are not, we have set out below a summary of your rights in the event that you wish to return a product.

Purchases can be returned within 28 days of receipt. Please note that a full refund will only be provided for products returned unopened and in their original packaging, and returned with care using all the original outer packaging or a suitable alternative. Products must be returned to Bath House, The Grain Store, Sedbergh, Cumbria, LA10 5HF.

Unless the goods are faulty, return shipping and handling charges are the customer’s responsibility and the original postage costs will not be refunded. When you return your parcel, please retain your proof of postage in order to provide proof to us that you have returned the goods in the unlikely event that we do not receive the returned parcel. Customers wishing to return fragrance items are advised to check any labelling and packaging guidelines produced by Royal Mail or any other courier that is used.

Please contact Customer Services and provide your order number and reason for return. Upon receipt of your returned items we will issue a refund for the price you originally paid for the product. This will be credited through the same method of payment originally used. For any exchange we will dispatch a replacement promptly, depending on stock availability. You will receive confirmation of your refund / exchange via email.

If your Bath House purchase arrives and it is faulty or damaged, please contact us. If it is faulty or damaged we will provide you with instructions for returning your purchase at our expense. Upon receipt of your return, we will issue a refund for the price you paid for the product and the original postage cost to the original purchaser’s method of payment on the same working day we receive the returned goods. For an exchange we will dispatch a replacement when we receive the returned goods. Faulty or damaged purchases must be reported within 28 days of receipt. You will receive confirmation of your refund / exchange via email.

If you have purchased a Bath House product from another shop other than an official Bath House store, they will have their own returns policy so please contact them directly.

Items purchased in our own stores can be returned to via post for a refund within 28 days of purchase. Please contact Customer Services and provide proof of purchase and reason for return.

Please note that a full refund will only be provided for products returned unopened and in their original packaging, and returned with care. Products must be returned to Bath House, The Grain Store, Sedbergh, Cumbria, LA10 5HF. Unless the goods are faulty, return shipping and handling charges are the customer’s responsibility and the original postage costs will not be refunded. When you return your parcel, please retain your proof of postage in order to provide proof to us that you have returned the goods in the unlikely event that we do not receive the returned parcel. Customers wishing to return fragrance items are advised to check any labelling and packaging guidelines produced by the courier that is used.

Upon receipt of your returned items, the store where the purchase was made will then contact you directly to arrange for your refund to be processed, with the same method of payment originally used at purchase. Our stores are located in Kirkby Lonsdale, Ambleside, Bowness, York, Ilkley or Knutsford.

We cannot refund or exchange items bought online to our stores. If you would like to arrange a return of an item you have bought online, please contact us to arrange the return via post. We will provide you with shipping instructions for the return of your purchase. Purchases can be returned within 28 days of receipt and must be unopened and in their original packaging. Purchases must be returned with care using all the original packaging or a suitable alternative. The item/s are your responsibility until they reach us. Please note that unless the goods are faulty, return shipping and handling charges are the customer’s responsibility.

In our stores in York, Ilkley, Kirkby Lonsdale, Ambleside, Bowness and Knutsford a refund will be offered on all products if returned in perfect condition within 28 days of purchase and accompanied by a receipt. For hygiene and safety reasons toiletry products must be returned in their original unopened packaging for us to be able to offer a refund, unless they are faulty.

Yes, with a valid receipt. For hygiene and safety reasons products must be unopened and in their original packaging returned with care using all the original packaging or a suitable alternative. Unless the goods are faulty, return shipping and handling charges are the customer’s responsibility and the original postage costs will not be refunded.

If you would like to arrange a return of an item you have bought online please contact us.

Welcome to Bath House online. Shopping is easy, convenient and secure. Simply select the product you want to purchase and follow the instructions below.

Step 1 – Find the item you are looking for by using the menus or the search function.
Step 2 – Click on the product you want to purchase, and click the Add To Bag button.
Step 3 – When you have everything you want, go to the Shopping Bag. Find this by clicking the bag icon in the top right of the screen.
Step 4 – In the Shopping Bag page, review your order. When you are happy with this click the Checkout button at the bottom of the page.
Step 5 – At the Checkout, firstly checkout as a Guest, sign to your account or set up an account.
Step 6 – Follow the steps in the Checkout to let us know your billing and delivery address, any gifting requirements and your payment details.
Step 7 – Click the Place Your Order button when you are ready. An email will be sent to you to confirm that your order has been received.
Step 8 – Await the next email from us which will notify you that your order has been dispatched.

Our payment processing partner is Stripe, is one of the UK’s leading payment providers. Their advanced fraud protection offers exceptional security to our customers.

At www.thebathhouseshop.co.uk, we understand how important security is to you and we are committed to making your internet shopping a positive experience. We assure you that any transactions that you make and any personal information you give us is secure. Saved payment card details are held securely by Stripe on our behalf and all interactions with our website use the secure https protocol.

We’re sorry, we do not accept cheques and postal orders.

When placing your order, tick the option ‘Save securely for future orders’ at the checkout to securely save your payment card details. For future purchases, simply select the saved payment card at the checkout, you will then be prompted to enter your CVV number from the back of your payment card. Please note, you must be logged into your account when saving and reusing a payment card.

We take the security of your personal details seriously. We make every effort to ensure the security of your personal details. For further information please see our Privacy Policy.

We never sell any information to any third parties. We may share personal information with third parties in order to facilitate the provision of our services, such as with payment providers. Full details can be found in our Privacy Policy.

We make all our products in small batches at our making rooms in Dent, Cumbria. These are hand-finished and dispatched from our nearby offices in Sedbergh, Cumbria. We have a dedicated workforce from the local community and we supply directly to our own stores – helping to keep our carbon footprint low.

Packaging and visual creativity are at the heart of Bath House’s brand style and all of this is developed and designed by ourselves.

Yes, we make a range of products for the hospitality trade, please find out more here.

Yes, we make a range of products for the wholesale market, please find out more here.

Yes, we offer a range of products for corporate gifts, please find out more here.

Occasional promotions will be sent to customers who sign up to our email newsletter. This is the perfect way to keep up-to-date with new collections and special events. Also follow us on Facebook and Instagram.

Subscribe to our email newsletter on our homepage, and follow us on Facebook (@bathhouseshop) and Instagram (@thebathhouseshop).

The percentage of natural ingredients are clearly displayed on all our products as well as in detailed ingredient listings. Our products contain an average of about 97% natural ingredients, the remaining percentage is made up of fragrance and preservatives to keep the formulation stable.

For our fragrances we use a natural alcohol, which we believe is gentler and kinder to the skin. As with most perfumes, the scented oils we use are made from a combination of natural essential oils and synthetic ingredients chosen because of their stability. This combination allows perfumers to create longer lasting, much more complex and stable fragrances that stay true to the scent.

The P.A.O (Period After Opening) symbol is printed on all packaging, the graphic is a small jar and displays the  recommended number of months the product will last after opening. Many of our products are filled into brown pharmaceutical glass or aluminium to protect them from the effects of light. Those in clear glass should be stored away from direct sunlight. All products benefit from being stored in a cool place with the lid closed.

Room diffusers should last 4-6 months, depending on factors such as light, heat and fragrance. Turn the reeds weekly to prolong the life of your diffuser. Please take care, as the diffuser oil can mark surfaces so we recommend keeping your diffuser on a mat or ceramic plate. All diffusers come with detailed information on the packaging showing how to use them safely and effectively.

At Bath House we evolve constantly, which does mean that we discontinue a small number of products over time to allow new products to be introduced. Decisions to discontinue or introduce a product or size are made in response to consumer preferences and purchasing behaviour from our stores, online and hospitality sectors. If your favourite product has been discontinued please visit your nearest Bath House store where a beauty advisor will be happy to provide alternative recommendations.

Yes we do refills for some of our products. Refills are currently available in –
Bath Salts
Bath Soaks
Body Lotions
Body Washes
Haircare
Hand Lotions
Hand Washes
Room Diffusers
Shave Soaps

Choosing our refill options can become a new habit that lasts forever, personally and as a community – together we can make a difference. Our plastic pouches create 85% less waste than an average plastic bottle, they are 100% recyclable and can be placed in normal household recycling when empty.

It’s an easy way for you to join with us and reduce the use of single-use plastic waste every day in the bathroom, in the home and in the community.

We have created an easy-to-use information area on each individual product page on our website, please select the Sustainability & Recycling tab to view. Clear and easy to read recycling credentials can also be found on all packaging.

We encourage our customers to reuse the durable dispenser pump on our body lotions, hand washes, hand lotions. All these products are available as refill pouches, so the bottles and dispenser pump can be reused time and again.

Help us reduce plastic waste. No dispenser pump is required for our easy-pour body washes. However, if you require a dispenser pump, please purchase separately and reuse.

It is important to keep your dispenser pump clean, so please follow this easy ritual –

• Take off your pump and gently wash it out with warm water (we don’t recommend adding soap).
• Fill your bottle half way up with warm water and screw the dispenser pump back on top.
• Pump through the warm water to ensure your dispenser pump is clean all the way through.
• Allow to dry.
• Now you are ready to reuse your dispenser pump.

No, our room diffuser oils are not suitable for this use. Our room diffuser oils use fragrance and a diffuser solvent, therefore using our room diffuser oils in electronic or ultrasonic diffusers is likely to cause damage.

Please use our room diffuser oils with the bottle and reeds provided, and carefully read the care instructions.

All ingredients are clearly printed on all packaging and are also available to view on our website within each individual product.

A small amount of our products are formulated using Propylene Glycol, a petroleum-derived humectant, and where possible, we are now using vegetable-based alternatives.

Propylene Glycol is used as a humectant (to absorb water), and as a skin conditioner.  It can be used in skincare at up to 96%; we use it in just a few products where natural alternatives are not currently available and at a level lower than 4 %. We are now using more natural humectants, such as Glycerine, and specialist humectants and conditioners created from a by-product of the corn sugar fermentation process.

We only use natural surfactants in all our products, derived mainly from Coconut Oil.

None of our products contain SLES (Sodium Laureth Sulfate), SLS (Sodium Lauryl Sulfate) or ALS (Ammonium Lauryl Sulfate). These are chemical surfactants also known as sulphates or sulfates, which dissolve and remove oils and grease from your skin during washing. Surfactants create foam to remove dirt and grease from the skin. Although widely used in the cosmetics and beauty industry and in many shampoos, washes and bath soaks, all are believed to be more aggressive and harsher ingredients than the natural coconut oil-based surfactant that we use. SLES, SLS and ALS are around ten times cheaper than our natural surfactant, but we believe it’s well worth the extra cost because it is highly effective, gentle on the skin and moisturises as it cleanses.

Preservatives are essential to stop harmful bacteria from forming in products and help to ensure a long shelf life for a formulation. Much like food, most cosmetic products need preservatives in order to keep the product safe to use on our skin. We use a very careful balance of natural and chemical-based preservatives in our formulations (such as Potassium Sorbate, Lemon oil and Vitamin E) and highly regulated chemical preservatives in order to preserve the product from harmful bacterial and yeast compounds. We only use what is really needed and use very small amounts, in most cases less than 1%. Please refer to our full ingredients listings on our website and packaging.

We don’t use triclosan, bronopol or parabens.

Our fragrances are made from a combination of essential oils, botanical extracts and synthetic ingredients.

This combination allows perfumers to ensure superior longevity and much more complex and stable fragrances that achieve the desired effect. We do this combination to achieve a fragrance that is more intense and complex and a greater staying power than could be formulated using essential oils alone. All components of the fragrance blends are carefully considered for safety and follow all recommendations from the (IFRA) International Fragrance Association.

We are very meticulous in selecting ingredients for our products, to bring specific benefits to skin. We always prioritise the health and safety of customers and the natural environment. We always choose the safest, eco-certified and natural ingredients of the best quality, we also opt for plant-based byproducts from the food industry where we can. All products are tested stringently for safety, which we do on ourselves. We never test on animals.

Our Hand Sanitiser Spray is 82% and our Hand Sanitiser Gel is 70%. These both meet W.H.O recommendations from killing bacteria effectively.

No, we are against animal testing and have never tested any of our products on animals.

All our products are vegan and free from animal derived ingredients.

Yes we do, this supports our sustainable ethos, by reducing waste.

We use the following –
Orange peel – this is found in our Bergamot & Amber Face Wash and is from the orange juice industry in Italy.
Walnut – Used as the natural exfoliator in our Patchouli & Black Pepper Body Scrub.
Oryza rice powder – This is from the rice food industry and is found in our Life Is Body Scrub.
Glycerine – this is a leftover from the production of rapeseed oil and comes from North Yorkshire, this is found in most of our products as a naturally moisturising base.

Under EU legislation all ingredients have to be given their Latin ingredient name, otherwise known as INCI (international nomenclature of cosmetic ingredients). We use truly naturally derived ingredients in our products.

Some ingredients do sound like chemicals even though they are from natural sources. Examples include foaming agents such as Decyl Glucoside derived from corn emulsifiers and Cetearyl Alcohol – not a solvent type of alcohol but a fatty wax derived from plant oils. Or good examples of preservatives are Potassium Sorbate, which are necessary to give the product at least 30 months shelf life.