Questions & Answers

Check out the common asked questions and answers below.
Still need assistance? Write us an e-mail via the form.

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CONTACT INFORMATION

80 Genting Lane
#03-07, SG 349565
Singapore

(+65) 9483 2196

support(a)singaporesoap.com
sales(a)singaporesoap.com

Do you have questions about how we can help you or your company? Send us an email and we’ll get in touch shortly.

COMMONLY ASKED QUESTIONS

Self Pick Up?

For orders placed online with self pick up option selected, we will text you within 1 to 3 working days once the item is ready for you to come and collect. If you did not placed an order online and wishes to come down directly, please contact us @ 94832196 to re-confirm that the item is available at the store before coming down. We may have the item in our warehouse (and shown available online) but the item needs to be transferred over from our warehouse to the store for customers to walk in and self pick up.

Payment Modes?

We securely accept Visa, MasterCard, American Express, Discover, PayPal, Bank Transfers, PayLah, PayNow, PayAnyone and Bitcoin. We do not accept personal checks. Please note that our turnaround times begin after we have received valid payment information, not at the time the order was placed.

Placing an order?

Our shopping cart is designed to be safe, secure, and easy. You can create an account with us and save your information for ease of future orders. If you prefer, you can also place an order as a guest account without creating an account. If you do not want to create an account simply begin adding items to your cart by clicking “Add to Cart”. Select check out as guest at checkout page. Keep in mind, if you’re not logged into an account and you navigate away from the our website, you may lose the contents of your shopping cart. Orders placed after 3.30pm on weekdays will be considered as order placed the next working day. Orders placed on weekends & public holidays are processed the next working day.

Account Creation / Password?

Did not receive the account creation email or lost password email? Have you checked your spam folder? If you did not receive the account creation email after registering, you might want to check your spam folder. The email could have been automatically moved into the Spam folder by your email service provider. To prevent such incidents, you are encouraged to add our email address to your list of recognized contacts or address book.

Lost / Forget Password? No worries, you can simply request for a reset of your password by clicking here. Enter your username or email address used during registration and a new email will be sent to you.

Is your Glycerine vegetable based?

Yes all glycerine in our store and used in our soap bases are derived from vegetable sources.

Do you make finished soap bars and liquid soap products?

Yes, at Singapore Soap, not only are we are the leading soap making ingredients supplier in Singapore, we are also a manufacturer and bulk supplier of artisan handmade soap and castile liquid soap. Feel free to contact us to find out more if you need soap in bulk quantities.

Back Order, Out of Stock and Discontinued Items?

While we strive to keep all of our  items in stock at all times, we do occasionally run out of products. We will put these out-of-stock items up on the web site as soon as possible. If an item is out-of-stock but indicated as Available on backorder, you can place an order in advance and and we will back order the item for you and send it to the shipping address once ready. If we find that a product is out of stock and / or has been discontinued while packing your order list , we will automatically delete it from your order, send the rest of the items and refund the product price. You can also subscribe to our restock-alert and we will send you an email once the stock comes in.

Do you ship soap and candle making supplies internationally?

Yes we can ship and supply our soap making supplies to anywhere in the world through DHL, UPS and Singpost worldwide. We will assist you to source for the most economical option available. Singpost is Singapore’s national mail service provider. International shipping cost computed during checkout is an estimated cost. Any excess payment for shipping will be refunded to our customer after confirmation by the interational courier e.g. Singpost.

Where to buy Sodium Hydroxide (LYE) in Singapore?

Sodium hydroxide and Potassium hydroxide are industrial chemicals controlled as a hazardous substances under the Environmental Protection and Management Act (EPMA) and its Regulations. We have been informed by National Environment Agency (NEA) that no individuals are allowed to import/purchase such controlled chemicals for personal/domestic use.  Looking for lye (sodium hydroxide) to make cold processed soap in Singapore? Now you can! By booking a soap making workshop from us! We have specially setup a workshop for soap making in Singapore. Hooray soap makers! Now you can make your own soap, without the headache of how to get lye in Singapore and the need to purchase a whole list of soap making equipment and ingredients to start! So stop worrying about where to buy lye in Singapore and start booking a private room for your soap making session. Simply book our soap making workshop, click here to find out more Rental rates are at $10 per 20 minute block (Per Person) only with a minimum of 3 blocks per rental (i.e. 60 minutes). (comes with all the basic equipment to make soap) and come on site to make your soap! Additional materials like lye and oils can be purchased at site! Bring your friends along and they can enjoy 50% off their rental rates! In the meantime, we have melt and pour soap bases to satisfy your soap crafting needs. With melt and pour soap bases, you can instantly make soap just by melting the bases and adding any additives or essential oils. No more worries about the precautions required for proper handling of lye and dangers of having kids around while you saponify oil.

SHIPPING & PACKAGING

My items have not arrive. What should I do?

Have you checked your mailbox?

Our deliveries are normally done by either Singpost or Ninja Van. Both logistic company will deliver the parcel to your doorstep or your mail box if there isn’t anyone home to receive the order at the time they arrive.

Local shipping by Singpost or Ninja Van will take around 1 to 5 working days on average upon dispatch from our office. If you have not received your items after 5 working days, contact either;

  • Singpost 24/7 Customer Care Hotline at 1605 with your registered article tracking number or track via their website here.
  • Ninja Van 24/7 Customer Care Hotline at +65 6602 8271 or email to them at support_sg@ninjavan.co with your tracking number. You can also track your parcel at their website here.

 

Singpost / Ninja Van would be able to track your parcel movement and tell if your parcel is in transit or awaiting your collection at the nearest post office or if it has already been delivered to your letterbox / door.

If the parcel is non-delivered, you can request a re-delivery via www.singpost.com.sg or self-collection from your area’s designated Singpost post office within 2 weeks from the first delivery attempt made.

For parcel delivered by Ninja Van, you can also request a re-delivery. Contact them at their office number and provide your tracking number.

What is my tracking number?

After your product has been dispatched, we will send a snapshot of your delivery note to you.

Your tracking number is the row of numbers shown in the picture below.

You can enter the above tracking number into Singpost website @ www.singpost.com.sg or simply download the Singpost app at (Android Play Store) here or (Apple iTune store) here and enter the tracking number accordingly.

For items sent via NinjaVan, you can track your items via NinjaVan website @ https://www.ninjavan.co/en-sg/tracking and enter your tracking number accordingly.

Wrong Address Indicated in Purchase

If the parcel was returned to us due to incorrect mailing address declared by the buyer, we will keep you informed and you may request for a re-delivery subjected to a re-delivery fee of $5. Parcels returned to us will be kept for a maximum of 3 months before disposal.

Do you have local pick up or walk in options?

Yes, we do! We have a physical office cum storefront for local self pick up customers. Save on your shipping fee today by self pick up. Alternatively, you can still place your order online and we will mail you your order when its ready.

How to do self pick up?

  1. Place your order online and select self pick up option (FREE)
  2. Make payment as usual via Credit Card or Bank Transfer
  3. Once order received and payment cleared, we will contact you once your order is ready for collection
  4. Pick up at our location when you are available

We are located at; Ruby Industrial Complex, Genting Block, 80 Genting Lane, #03-07, Singapore 349565.

Shipping time?

We strive for the next-day dispatch turnaround upon receipt of payment, but processing time can be as much as 3-5 business days during our peak periods. For local delivery, depending on your shipping selection, tracking will be provided. All parcels are handled by SingPost (In Singapore) or third party carrier. For international customers, parcels will be sent to you via Singpost Airmail (Registered) / DHL Express Worldwide (International). Shipping rates via Singpost Airmail (Registered) will be provided during checkout and on-line tracking services provided so that you will always be in the know of where your package has reached.

Shipping Rates?

  • Local Store Self Pick Up
    • FREE for any purchase
  • Local Shipping Rates: Parcel sent with Tracking Number
    • For purchase below S$50.00 – S$5.00
    • FREE shipping for purchase above S$50.00
  • International Shipping Rates (*All Parcel are Registered with Tracking Number)
    • All international shipping are provided by Singpost Airmail (Registered) / DHL Express worldwide (On Quote).
    • Shipping rates will be reflected during checkout.
    • Shipping rate will be computed according to shipping weight and destination.
    • Shipping rates are an estimate.
    • Any excess in shipping cost paid will be refunded to the customer.

SingaporeSoap.com will not be liable for any parcel that is damaged or lost in transit. Please keep us informed if you wish to purchase an add-on insurance for your parcel. We will enquire with the logistic company and keep you informed of the actual price to top-up.

MELT AND POUR SOAP BASES

Do I need to let the soap base ‘cure’ once I have poured??

No. Melt & Pour is different from ‘Cold Process’. Melt and pour soap base is already reacted, and cured. Once melted you simply pour, and leave to set. The term ‘cure’ is used to describe soap that is still reacting and neutralising fatty acid content whilst setting. This is not the case with Melt & Pour.

Can I use essential oils in your soap?

Yes, you can use essential oils however they can have various impacts on the soap, for example; setting time, hardness, clarity and so on. Please do your own sample testing to be sure of compatibility.

Why has water appeared on the surface of the soap when I leave it out?

This is described as ‘sweating’ or ‘glycerin dew’. It is caused because the soap has been left out in the atmosphere un-wrapped. The soap base contains various ingredients that act as humectants, these attract moisture and beads of water will start to sit on the soap. A number of factors contribute to this, storage, ambient temperature and humidity, air pressure. The best way to avoid this is to wrap your soaps.

Now I have my soap how do I melt it?

Cut the soap down to manageable pieces, chunks or slices. You can then add to a heated vessel, pot, or melt in the microwave – however do watch the temperature, as it is possible to lose moisture and water content from the soap if overheated.

Do you test on animals, or are any of your ingredients animal derived?

No, we are strictly against animal testing and all our soap bases only use vegetable derived ingredients with the exception for the Goat’s milk soap base.

How many times can I re-melt the soap??

There is no limit to how many times you can re-melt the soap bases but be aware of any moisture you may lose during this process as this can alter the balance of the soap base formulation. So always cover the soap base when you melt it.

Will fragrance and essential oils make my transparent soap hazy and cloudy?

Depending on the essential oil/oils used and the amount, it could cause your soap to be cloudy. The ‘free’ oil in the soap base that is un-reacted or not part of the formulation can cause clouding and Essential Oils are no different.

What molds should I use?

Normally we would recommend either plastic or silicone molds, as metal molds can often stick to the product, but molds for chocolate often work well too.

Where can I buy your product?

You can purchase our products via our website or simply walk in to our physical storefront at the following address; Ruby Industrial Complex, Genting Block, 80 Genting Lane, #03-07, Singapore 349565

What packaging do you use for the melt and pour soap bases?

Our Melt and Pour soap bases are packaged in a 1kg plastic container.