Frequently Asked Questions
When will my order be delivered and stock availability
We have a lead time of approx 5-10 working days before shipping but endeavour to deliver it sooner where possible. From November onwards lead times are circa 10-12 working days unless advised but we do ship quicker than this wherever possible, it's prudent to contact us BEFORE ordering if you are time sensitive
It is also advisable to check directly for full product availability as at busy times we do run out and the site may not be up to date as we concentrate on shipping orders rather than bashing keyboards so don't blame us if something is out of stock unless you have checked with us at the busiest time of the year
How Much is Shipping?
Standard Shipping is caluclated based on weight and destination - anywhere in the world. UK shipping is £11.95 on orders below £200 net and free shipping if above £200 FOR THE FIRST 20 KILO THEN may be added at cost ,Overseas shipping is offered at cost. We are happy for overseas customers to arrange their own shipping. Please remember you will be responsible for customs clearance and associated costs.
shipping to the highlands and islands of the UK is apprx is £14 for the highlands and £20 for Northern Ireland subject to change without notice . We do not accept PayPal on any orders that are not uk mainland ( ie the highlands and Ireland ) due to shipping being quoted individually and PayPal costs there in
I want to cancel my order
Under the statute laws for Consumer Protection and the Distance Selling Regulations 2000 (which may be amended from time to time), You have the right to cancel your contract for the purchase of your goods at any time up to seven working days after delivery. (“Cancelled Goods”)
You may cancel your order by simply writing to us or e-mailing us at firstname.lastname@example.org. However in order to cancel your goods you must communicate that you wish to do so in writing and it must be received by us no later than seven working days after delivery. To qualify for a refund under the regulations the Cancelled Goods must be returned in a resalable unusede condition.
If your order has been dispatched you are responsible for paying the correct postage to return the Cancelled Goods to us.
You are responsible for Cancelled Goods until they are received by us.
If we do not receive your Cancelled Goods back from you then we may arrange for collection of the Cancelled Goods. This will be at your sole cost. We are unable to accept goods back for refund that are produced to customers own requirements and or white label products
We will refund the relevant cost of your Cancelled Goods only when the Cancelled Goods are received by us. This will be done as soon as practicable and in any event within 30 days after receipt of the Cancelled Goods by us.
My item is not what I thought it would be:
If an item is not what you thought you were buying, you may return the item in accordance with the procedure and your rights above. Remember all goods returned MUST be in a resalable condition to qualify for a refund. This excludes items manufactured to the customers requirements or white label products
My order is damaged or an item is missing
If any item is damaged in any way, please let us know and return the item in accordance with the procedure above within 3 days of receiving your order. You will receive a replacement or a full refund I excluding postage . If an item is missing or there is an error , again we need advising within 72 hours of delivery . We reserve the right not to rectify this at our discretion if after this . We do obviously need the delivered item signing for as damaged so that we can resolve the problem with the carrier , if it's not then we cannot accept a damage claim
Is Your Site Secure and payment methods / options
You may pay using visa/debit cards and PayPal ( shipped to registered address only ) direct payments . You can pay by cheque allowing suitable times for clearance before shipping . You may pay by BACs by prior arrangement . We DO NOT accept PayPal e cheques or post dated cheques etc due previous experiences . Cash may be sent but special delivery is advisable
I do not want to order on-line, what are my alternatives?
We are happy to take orders by telephone, post or fax. Your order is not accepted until we receive a cleared payment. You may arrange collection at our discretion however the minimum trade order for collection is £200 net of VAT
What Are Your Terms and Conditions:
These FAQs, together with our legal statement, copyright statement and privacy statement, form the terms and conditions upon which you agree to contract with us.If an item is out of stock we will replace with an item of similar specifacation and value unless instructed otherwise
When paying by card or Paypal we will only ship to the confirmed address for your payment method
Minimum Trade Orders?
All we ask is for a minimum trade order value of £75 excluding shipping and vat for UK orders . All prices on the website are net if vat and a vat invoice will be included with your order , this has been revised from the £50 min that has been in operation for 20 years and increased to remove non trade customer orders
Out of stock items
If we cannot produce an item or it is out of stock by a supplier , we reserve the right to add another fragrance of the same product or a product of greater value to you ( in your favour ) to speed up delivery to you
Our trade opening times are Monday to Friday only and Saturday only prior arrangement
Mon to Friday 9 while 4
Do you supply the public ?
No we are trade only and do not supply the public
Festive lead times/last orders
From November they are circa 1 week and it is strongly advised to check prior to ordering in NOVEMBER to confirm stock availability or if you are time sensitive as we CANNOT gaurantee delivery before Christmas unless you contact us to confirm and in the last two weeks before Christmas , the last day we will ship orders is 21/12/2016 and close on 22/12/2016 , we also cannot guarantee " dropping everything " for new customers and prioritise existing regular customers first in the festive run up from November.
ORDERS MUST BE PAID FOR at the time of ordering to enable us to process them otherwise any items may be sold or used on other orders paid for in the festive period , apologies for this