FAQ

  • What payment methods do you accept?
  • Can I return or exchange an item?
  • Can I place an order without creating an account?
  • What shampoo/conditioner bar is best for me?
  • Do you sell gift vouchers?
  • Where is my order confirmation?
  • Why are your products cheaper than other stores?
  • Do you sell wholesale?
  • Where is my refund?
  • How do I return an item?
  • What is SLS and why don't you use it?
  • My order has arrived but it’s not as I expected. What can I do?
  • How do I change or cancel my order?
  • I received a partial refund but I'm not sure why.
  • How long does it take to return an item?
  • Where is my order?
  • What is the difference between your solid shampoo bars and other brands?
  • What countries do you ship to?
  • How do I use my shampoo bar?
  • How much is shipping?
  • How do I use my conditioner bar?
  • Can I track my order?
  • How do I look after my shampoo, conditioner and soap bars?
  • My order has arrived damaged, what do I do?
  • Are all your products plastic free?
  • What is the pH level of your bars?

Payment

What payment methods do you accept?

We accept credit and debit cards, paypal and BACS. We are currently not accepting offline cash payments for click & collect. 

If you decide to use PayPal, you’ll be taken to either the PayPal website, where you’ll be prompted to log in and process your payment. You’ll then be directed back to our website once your transaction is complete.

Where is my refund?

We aim to process refunds within three days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.

I received a partial refund but I'm not sure why.

If you have received a partial refund, it could be due to that fact that postage cost us less than what you paid. We don't make a profit on P&P costs so if it costs us less, we will refund the difference. If you have received a larger refund, it could be due to part of your order being out of stock. If this is the case, we will contact you first to discuss options.

Ordering and delivery

Can I place an order without creating an account?

Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. Just visit www.rushorganics.co.uk... and follow the instructions on-screen. 
There are also perks to becoming a Rush Organics member. Find out more here.

Where is my order confirmation?

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at emma@rushorganics.co.uk just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

How do I change or cancel my order?

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via emma@rushorganics.co.uk, we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.

Where is my order?

Firstly, visit Royal Mail, and enter your tracking number provided. 
If your parcel is still missing, please contact us within 14 days, we cannot make a claim after this time.
It is the buyers responsibility to notify us with any issues.
Check our returns policy here.

What countries do you ship to?

We ship to most regions worldwide. Please note, due to Brexit, customs charges may apply to orders within the EU. This is the customers responsibility to pay. 

How much is shipping?

If you live in the UK, postage is £3.85. We ship out all over the world however postage costs are more, and due to Brexit, there may be customs charges. See 'Shipping & Returns' for more details.
If your order is small and can pass as a large letter, we will refund the extra postage paid minus the packaging costs. Free delivery is available on orders over £40 (UK only).

Can I track my order?

Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online. If you pay via ShopPay, you can receive SMS updates.

My order has arrived damaged, what do I do?

If you are in when your parcel is being delivered and it is damaged, please do not accept it. Ask them instead to return to sender and contact us immediately. If you are out and your parcel has been left in a safe place, please take a photo and if possible a video of the package and contents. We cannot do anything without photographic evidence.
Please see 'Shipping & Returns'.

Returns

Can I return or exchange an item?

You can absolutely return your item to us, within 14 days after receiving it, as long as it’s undamaged, unused and contained in its original packaging. Unless it is a fault from our end, customers are responsibile for paying return shipping costs.

How do I return an item?

Please contact us via emma@rushorganics.co.uk before returning anything. Providing the return is within the 14-day cancellation period and meets our return criteria, we will issue you with a return note by email. You will need to arrange and pay for suitable packaging when returning an item. Please make sure your order number is on the return;

Rush Organics Returns #RO----
22 St Brides Road
Aberkenfig
Bridgend
CF32 9PY

My order has arrived but it’s not as I expected. What can I do?

In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email us via emma@rushorganics.co.uk with the details. We’ll respond within 48 hours. If you just don’t like the product for any reason, we’ll gladly accept it back as a return, providing it’s in “as new” condition, in its original packaging. Return postage costs are the responsibility of the customer, unless it's damaged, faulty or incorrect.

How long does it take to return an item?

This depends on the carrier or shipping method that you choose when returning your item. Once we receive your return, we’ll notify you by email. We aim to process refunds within three days after receiving the item into our warehouse, but it can take several days for your bank or credit card provider to process the refund into your account, or onto your card. 
We recommend sending it 'signed for' as we cannot issue a refund if we do not receive the item.

Products

What shampoo/conditioner bar is best for me?

Go to our 'Recommendations' page. This is an easy guide to help you find the best shampoo for your hair. There is also a guide to help you chose a matching conditioner bar here.

Why are your products cheaper than other stores?

Because we are an online business, we don't have the overheads that come with owning/renting a physical shop. Therefore we can pass these savings onto our customers. Occasionally prices will change slightly and this is due to general inflation.

What is SLS and why don't you use it?

SLS, or Sodium Lauryl Sulphate, is often used in shampoos and soap and is what causes your shampoo to lather. It is a harsh chemical which isn't good for your hair or skin. Rush Organics use Sodium Cocoyl Isethionate instead. It still produces a lather, it's much better for your hair and skin, and is NOT tested on animals. 

What is the difference between your solid shampoo bars and other brands?

Rush Organic's shampoos, conditioners and soaps are all free from SLS, palm oil and parabens.

How do I use my shampoo bar?

Video instructions on how to use your bar will be available soon.

1. Wet your hair

2. Stroke the shampoo bar down your hair a few times

3. Massage into a lather

4. Rinse

5. Use conditioner if your hair needs some extra love!

How do I use my conditioner bar?

Video instructions on how to use your bar will be available soon.

1. Wet your hair

2. Stroke the conditioner bar down your hair from mid-lengths to ends

3. Leave for two minutes

4. Rinse

How do I look after my shampoo, conditioner and soap bars?

As shampoo and conditioner bars are not in plastic bottles, they require a bit more looking after to ensure you get the most from them. Click here to find out how to get the most of your shampoo bar.

Are all your products plastic free?

YES YES YES! We pride ourselves on being a completely plastic free store. From our products to our packaging, you will not find any plastic here.

What is the pH level of your bars?

The pH level of our bars are between 5.5 and 6.5.

Misc

Do you sell gift vouchers?

Yes, we do. These are issued electronically by email and each contains a unique reference number. You also have the option of receiving a physical gift voucher if you are giving as a gift. Our gift vouchers are ideal if you’re not sure what to get that special person in your life. Simply buy a gift voucher instead from just £10. Click here.

Do you sell wholesale?

Short answer, no. If you are interested in stocking our items in a local store, we are happy to chat however due to the current pandemic, we are not looking to stock our products anywhere. If you are interested, please contact us via emma@rushorganics.co.uk anyways and we can add you to our wait-list.