Delivery, Missing Parcels, Refunds & Returns
Frequently Asked Questions
Here you can find some of the questions that we are often asked about the ordering process, how to order, delivery and more.
Orders are usually dispatched either same or next working day depending on the size of your order. The time it takes for your parcel to arrive varies depending on the delivery service you’ve chosen and where in the world you live. You can find out more about delivery expectations here: Where is My Parcel.
For all UK orders and all international orders sent using a tracked postal service or by courier we send you tracking details when we dispatch your order. Please check your junk mail/spam folders for this notification if you haven’t received this.
You will also find your tracking details by logging into your account in our online shop to view the status of your order.
International deliveries sent using the standard (untracked) service don’t provide a tracking number so unfortunately cannot be tracked.
You can find out more about tracking and delivery expectations here: Where is My Parcel.
We send a lot of parcels to the U.K. and countries all around the world, and it’s unusual for parcels to go missing. However, it happens occasionally and some deliveries can be delayed for reasons outside our control.
You can find out more about tracking and delivery expectations here: Where is My Parcel and more about any known delivery related issues that might affect delivery times here: Any Current Delivery Issues.
E.U Countries: If your order is being sent to a country within the E.U. you will be liable to VAT on import, which will be charged by your local customs authorities at your country’s local VAT rate. You will need to pay this VAT to your local customs authorities before they release your parcel for delivery and unfortunately it's possible that they may charge you a fee for this process.
Rest of World: If your order is being sent to countries outside of the E.U, you may be liable for customs / import duties levied by your country’s customs service. We clearly label all of our shipments to help to facilitate a quick and easy customs clearance, but please note that payment of any import duties and taxes are your responsibility and that any charges levied are outside of our control and will vary from country to country.
The postal service or courier company who is responsible for delivering your parcel will usually notify you by email with details of how to pay any taxes or duties due.
In the unlikely event that we inadvertently send you an incorrect essence, or there is a shortage in your order, please notify us within 48 hours of receipt and we will be happy to correct the mistake. If you receive a broken essence in your parcel, again please let us know within 48 hours of receipt and we will send you a replacement as soon as possible... Contact Us
If you wish to return or exchange a purchase (*exceptions ) for any reason, you may do so within 21 days of receiving your order, provided that the item(s) are in their original condition ( we can not make a refund on essences which have been opened, damaged or had their tamper proof seals removed or broken ). You can find more on how to Return an Order here.
Yes, our complaints policy is here.
Handmade with Love & Care
From making the Mother Tincture to bottling and labelling the stock bottles that we send you, each essence is handmade with love and care, helping to ensure that we provide you with the best possible quality of essence.