Shipping FAQ-Frequently Asked Questions
When will my order ship?
Items ordered and paid for will ship after one business day unless otherwise noted in the description of the product. Cut off time for shipping out orders is 3pm every weekday in the UK and 10am every weekday in Europe. This time frame excludes national holidays.
When will my Refill order ship?
Please note the refill service is only available once you return your empty bottle to us. First-time orders will need to purchase a bottle or jar. Refill service is currently only available within the United Kingdom. Refills are processed after a couple of days of receiving your empty containers. So if you are ordering other products at the same time, please note that your entire order will be shipped once we receive and process your refills.
Which carriers do you use?
We primarily ship through Royal Mail and DHL. You will receive an email notification from us that contains the tracking information once your order has been shipped.
When will my order arrive?
Depending on the shipping method you choose orders to the United Kingdom arrives 1-4 days.
Orders to European countries ship directly from our warehouse in Germany. Lead time for our warehouse to prepare your order is 1 business day. Therefore orders to Germany and entire EU are packed on the first business day and then given to DHL for delivery. The delivery then takes about 1-3 days. Please check the shipping methods at the checkout for the current delivery times. You will not be charged customs tax for your order.
International orders takes approximately take 5-15 days. In some cases, it may take longer since all orders must pass through customs and the time frame that this takes is totally out of our hands. If Customs charges occur, please note that you, the buyer, are 100% responsible for the fees.
Will I be charged Customs & Duty Taxes?
All orders to EUROPE and the UK will be free from customs & duty charges.
The rest of the world will be subject to customs charges. Please note that you, the buyer, are 100% responsible for the fees.
I have an issue with my order
If you have any problems with your order (not received, wrong item etc. ), Please contact us so that we can make it right.
Damages: If you receive a damaged item, contact us immediately at firstname.lastname@example.org with an image of the damaged item. We will happily replace any damaged items, provided they are reported within 48 hours of order delivery.
Refunds & Exchanges
Can I return my order?
If you are unhappy with your order you may return unused, unopened items in their original packaging in 14 days. If the product has damage/defect a photograph as proof of the damage/defect is required. In order to receive a store credit/refund, please reach out to us at email@example.com within 14 days of purchase and send the product back to us within 10 days of contacting us.
My order arrived damaged
If a product arrives broken or damaged, we are happy to send a replacement. However, a photograph as proof of the damage/defect is required. Please reach out to us at firstname.lastname@example.org within 48 hours of receiving your order.
My item was send to a wrong address
If your item was not delivered because the address you provided into our system is incomplete or wrong then we would have to deduct the shipping fee when refunding you even if the shipping was free for your order. If you still like us to send your order again, we will charge the shipping fee again.