We aim to dispatch orders same or next day (Monday to Friday) for all in stock items. Our cut off time is 12 midday Monday to Friday for Next Day Delivery (where offered). As we use third party shipping carriers, we cannot guarantee delivery dates or times and so delivery times are based on the expectation that our carriers will fulfil their service within the anticipated time frames stated below. Orders placed after 12 midday on a Friday will be dispatched within 72 hours from the following Monday. We accept no liability for late or delayed delivery until 10 working days have passed from the date of dispatch.

UK POST

Flat Rate 2-3 Working Days from the date of dispatch

This is our standard delivery service and the cost for delivery is £4.95 or FREE for all UK orders over £50*

Orders are dispatched using Tracked 24 or Tracked 48 services and whilst we hope to have your order with you as soon as possible, we have specified a 2-3 working day delivery window to allow for sufficient processing of orders by our carriers during busy periods.

You agree to allow a minimum of 10 working days for delivery.

* The minimum delivery threshold to qualify for free shipping is a guide based on our standard delivery service before any promotions are offered/and or applied (either manually or automatically by you or by us). The delivery threshold can vary depending on offers and promotions that may be available from time to time. 

Next Day Delivery from the date of dispatch

Our ‘Next Day’ delivery service is currently suspended.

We are unable to offer a ‘Next Day’ service currently as our carriers are unable to guarantee ‘on time’ next day delivery.

Multiple Orders

We may send multiple orders received at the same time in one package or send an order in more than one package if some items are not in stock or are on back order.

Failed/Loss of Delivery/Return to Sender

We accept no liability for loss, where the customer requests that their order be left in a safe place, communal area or with a neighbour in the event that there is no one at the customer address to accept delivery.

We are unable to refund postal charges due to entry of an incorrect address. It is your responsibility to ensure that the correct address details are provided. We accept no liability for lost or missing orders where the address provided was incorrect.

If an order is dispatched using a Royal Mail service, Royal Mail will not class a parcel as missing until 10 working days after the date that it was dispatched. Therefore we will not accept any claim for loss of delivery until a total of 10 working days from the date of dispatch has passed and you agree to be bound by these terms.

If the carrier has recorded a failed delivery and the goods are returned to us because you either refused, were not present at the address to accept delivery, and/or failed to pick up the goods from the carrier following a failed delivery attempt within the time limits imposed by the carrier, we will consider this a breach of our contract and we reserve the right to treat the contract as at an end and may cancel the order. If we deem the order to be cancelled, you agree that we may deduct a flat rate charge of £9.95 from any eligible refund due to cover the original cost of the postage and packaging. In addition you agree that we may deduct a 25% re-stocking fee from the total order value for orders that do not contain ‘made to order’ goods prior to deducting the flat rate charge for postage and packaging. Alternatively, you can elect to have the items re-delivered and agree to pay a re-delivery fee to have the goods re-sent to you. Costs to be determined and paid prior to the goods being re-shipped.

If the carrier has recorded a failed delivery for orders containing ‘made to order’ goods such as aroma chemicals, essential oils and other ingredients for perfumery and the goods are returned to us because you either refused, were not present at the address to accept delivery, and/or failed to pick up the goods from the carrier following a failed delivery attempt within the time limits imposed by the carrier, we will consider this a breach of our contract and we reserve the right to treat the contract as at an end and may cancel the order. The goods will remain with us for a total of 28 days to allow you sufficient time to arrange collection by your own carrier. Failure to arrange collection and delivery to your address at your own expense within this time, will result in the goods being destroyed. Alternatively, you can elect to have the items re-delivered and agree to pay a re-delivery fee to have the goods re-sent to you. Costs to be determined and paid prior to the goods being re-shipped.

Damage

If your package shows outward signs of damage upon delivery, you must open it in the presence of the carrier to check the state of your items. Please notify the carrier of your reservations by writing them on the delivery note (where applicable).

Should any items arrive damaged or your order be incorrectly fulfilled, you must report the issue to us within 48 hours of receipt. Once verified, we will arrange a replacement or refund for the affected items.

In such cases, the customer agrees to allow us to arrange collection of the damaged or incorrect goods, which must be returned in their original packaging with any shrink wrap and seals remaining intact.

The customer also agrees to make every reasonable effort to accommodate a swift return.

If we are not notified within this timeframe, or if goods are returned with broken or removed seals, the goods will be considered accepted in good condition at the original point of delivery to the customer and no refund or replacement/s will be issued.

Delayed Dispatch

If dispatch of an order is delayed due to any cause beyond our reasonable control, we will notify you within a reasonable timeframe.

Delayed Delivery

It is your responsibility to report non delivery within 7 days of dispatch. At which point we will investigate the cause of the delay and provide you with an update and an estimated timeframe for sending any replacement/s if required. 

We are unable to accept any claims for delayed delivery until a total of 10 working days from the date of the expected delivery has passed in line with our carriers terms and conditions and you agree to consent to this.

Confirmation of Delivery

We consider that your parcel has been accepted by you upon delivery to the agreed address confirmed by our carrier. This includes delivery to any common place or communal area (that operates with or without a concierge service). 

In the event that there is no one available at the delivery address to accept delivery and the carrier delivers the goods to a neighbour or neighbouring property, you ‘the customer’ accept and agree to be fully responsible for recovering the goods delivered from the neighbour/neighbouring property as defined by the tracking confirmation. 

Third Party Shipping Providers

We accept no liability for loss, where you ‘the customer’ requests that your order be delivered to any overseas shipping provider and/or any other third party shipping service provider, such as GGBG, save for where our chosen carrier fails to fulfil delivery of the goods to such overseas/third party shipping service provider’s address in the UK in the first instance. You agree that your parcel has been accepted by you upon delivery to the service provider address when it is confirmed by our carrier as ‘delivered’ to the delivery address as specified by you in the order confirmation.

Overseas Orders (inc. Customs)

EU, International & Overseas Orders

Our raw ingredients and materials, particularly those that fall into the Hazardous Shipping Category can only be shipped to destinations in the UK.

Shipping costs vary from country to country.

Overseas orders may be subject to customs charges. EU, International & Overseas orders are sent DDU (Delivered Duty Unpaid) meaning you may be liable to pay import duties on your products.

It is the sole responsilibity of the customer to ensure that they have checked for any applicable customs laws and are prepared for any additional costs that may apply when importing items.

Any customs duties, VAT or other import charges incurred due to EU, international and overseas shipping are the sole responsibility of the customer.

You confirm that you have checked with your country’s laws and regulations for details of any customs duties and/or charges that may apply prior to placing an order.

Shipping fees and the total value of goods paid for are non-refundable if the goods are seized, lost, refused entry, destroyed and/or confiscated by customs for any reason and the customer agrees to accept full responsibility for any such losses incurred as a result. As such there will be no liability to us and/or any refund due back to the Customer as a result of any actions taken by customs, particularly those resulting in a loss of the goods.

We reserve the right to cancel any order and offer a full refund if we cannot find a suitable shipping solution for your destination.

We reserve the right to cancel any order in part or in full and offer a full or partial refund if the order contains hazardous goods, such as solvents and perfumers alcohol etc.

Third Party Shipping Providers

We accept no liability for loss, where you ‘the customer’ requests that your order be delivered to any overseas shipping provider and/or any other third party shipping service provider, such as GGBG, save for where our chosen carrier fails to fulfil delivery of the goods to such overseas/third party shipping service provider’s address in the UK in the first instance. You agree that your parcel has been accepted by you upon delivery to the service provider address when it is confirmed by our carrier as ‘delivered’ to the delivery address as specified by you in the order confirmation.

Returns and refunds will not be accepted if valid licenses or legal requirements for handling the items were not fulfilled prior to purchase and it is therefore the sole responsibility of the customer to ensure they have the necessary accreditation and documentation for importing certain goods.

If packages are returned due to failed deliveries, non-payment of customs fees, or failure to meet import requirements, we reserve the right to withhold or issue a partial refund, charge shipping, handling and/or additional administration fees.

Packages destroyed by customs and/or refused clearance are the sole responsibility of the customer and the customer agrees to accept full responsibility for any such losses incurred as a result.

Shipping fees, import taxes, and/or duties paid for goods are non-refundable.

We accept no liability for loss, where you ‘the customer’ requests that your order be delivered to any overseas shipping provider and/or any other third party shipping service provider, such as GGBG, save for where our chosen carrier fails to fulfil delivery of the goods to such overseas/third party shipping service provider’s address in the UK in the first instance. You agree that your parcel has been accepted by you upon delivery to the service provider address when it is confirmed by our carrier as ‘delivered’ to the delivery address as specified by you in the order confirmation.

If you are having difficulty placing an order online for delivery overseas, please contact us in the first instance. Likewise, if you’re outside the UK mainland and you are not offered a shipping rate during the checkout process, please get in touch and let us know what products and quantities you require and if we are able to ship to you, then we will give you a price including postage costs. At which point, we’ll send you a separate Paypal invoice that you can pay either from a Paypal account or via direct bank transfer.