Customer Care

Returns Policy
Customer service is at the forefront of our business and therefore, our aim is to provide you with the best service and fairest returns policy.  

Unwanted Goods
Distance Selling Regulations (DSR) state a customer has the right to cancel the contract at any time up to '7 working days starting the day after delivery'.  You may cancel or return your order within 7 days of receipt for a full refund in accordance with the above regulation and our conditions of return, as below. After this period, un-opened products, in accordance with our Qualifying & Acceptable Returns can be exchanged for alternative goods within 30 days of original dispatch date, a re-delivery fee of £4.95 applies. For any goods that are 'unwanted' or not required for any reason, the purchaser is responsible for the cost and return of those goods to us.

If a part or full order is returned after 7 days of receipt, as unwanted or unsuitable, any paid postal/carriage charge is non refundable and will be deducted from the refund. If the order was with a 'free' postal/carriage, a deduction of £4.95 will be made.

To qualify for a refund
The product(s) are still in their original packaging and in the same condition of dispatch/receipt and are un-opened.
Any products/goods must be returned to us within 7 days of receipt, otherwise, only an exchange can be made.
The product(s) have not been used, tampered with opened or any seal broken. 

The return of any liquid products are not permitted for safety reasons - no refund will be offered.

If any goods/products are returned for a refund and the above conditions are not met fully, we shall refuse a refund. A return/re-delivery charge of £4.95 will be payable, prior to the return/dispatch of the goods/products back to the client(s).  

Our conditions and returns policy does not affect your Staturory Rights.

Gift Wrapping Service
The maximum number of items that can be Gift Wrapped in any single Gift Wrap is 3.  Orders exceeding this number of items cannot be supplied with a Gift Wrapped Service.  Due to the variety of product sizes, the Gift Wrapping presentation may vary, however, the most suitable presentation/packaging will be used for your order(s).  Gift Wrapping cannot be split over multiple items to produce any more than 1 Gift Wrap for a single payment; price featured at checkout.       

Promotions & Voucher Codes
All Voucher Codes & Promotions are subject to change without notice and therefore, are not guaranteed. Any codes confirmed by the on-line process are subject to our terms and conditions and can be withdrawn without prior notice. 

Free Gift
Subject to achieving minimum published purchase amount, excluding postage/carriage cost.

E-mail response time
We will endeavor to respond to all e-mails within 1 working day (excludes Bank Holidays), ensuring we provide you with the best possible service.

Defective or Damaged Goods
In the unlikely event of a product(s) being damaged, please return the product within 15 days for a replacement or refund. All product(s) should be returned as received.
If any product is damaged or missing, please e-mail us within 48 hours of receipt. 

Return of Goods for any reason
Goods should be returned, preferably with a Post Office Postal Receipt, stating reason for return, client(s) name, address and order number:

Prior to the return of ANY product(s), please e-mail our Customer Services Department with your order number and details of any problem. Please wait for an acknowledgement prior to any return.  

If your order qualified for a free item, i.e., a free bar of handmade soap and any part or all your order is returned, which revalues your remaining order under the qualifying free gift level, this free gift should be retuned to us and unopened.  Any free gift not returned under this condition will become chargeable at the full value and will be deducted from any refund made.     

Goods returned for exchange. If any product(s) are returned for exchange, within the above terms, a re-delivery charge of £4.95 applies, regardless if the original order had a paid or free delivery. Any amount for re-delivery has to be paid prior to dispatch of the order. 

Please email us for our returns address
Please note the address given cannot accept personal callers

All goods returned to us should display the correct amount of postage. In the event that the return postage amount has not been paid fully in accordance with the Royal Mail charges, we shall discount from any refund or make a charge for the amount of any impossed charge by the Royal Mail and we reserve the right to levy a reasonable flat fee service/administration charge of £1.95.

NB We are not responsible for the receipt of any product(s)/goods which are not returned to us by Recorded/Signed Delivery.

PLEASE ENCLOSE YOUR FULL NAME AND ORDER NUMBER