If you place your order before 12pm Monday to Friday, your order will be dispatched the same day (excluding public holidays / store closures) and is then subject to the delivery times below:
Orders weighing 1.9kg and under will be dispatched using Royal Mail, a 2-3 working day service.
Orders of 2kg and over will be dispatched via DHL Parcel UK, this is a 1-2 working day service.
Orders over 225 kg will be sent by pallet courier. Please make sure your phone number is on the order as we will need to contact you to book it. Delivery of pallets can take 3-5 working days.
If your postcode falls within our 'non-mainland' area, your order will be subject to a surcharge depending on the weight of the order and sent by a different courier and may take up to 7 working days.
If you choose next day delivery, please note that it will be delivered on the next working day if the order is placed before 12:00. Orders received after 12pm on Friday will be dispatched the following Monday.
IMPORTANT! CHRISTMAS SHIPPING DATES
All orders placed after 1:00pm on 12/21/2021 will NOT be shipped until 1/4/2022 and will then be subject to the above delivery times.
How can I track my order?
When we ship your order, you will receive a shipping email to the email address listed in your order. This email will contain information about your order, such as your address and order items. There will also be a link to your tracking.
Please note that some tracking information may not be published until the next day once it has passed through the delivery network. Royal Mail tracking will only update once your order has been attempted or delivered.
It is your responsibility to track your order online. Delivery drivers may not always leave a business card unfortunately, so please make sure you check the progress of your order online and make arrangements if necessary.
What should I do if my order is delayed?
If the last delivery date has passed (see "When will I receive my order"), please contact us via our contact form. The courier and I will investigate and get back to you as soon as possible.
Please don't worry if your order is delayed or lost, we are always happy to exchange or refund your order.
My order says it has been delivered but I don't have it?
If your tracking shows that your order has been delivered but you have not received it before we contact you, please do the following:
1. Please check that the address on your order is complete and complete. 2. Please check with other household/staff members (if any) that they have received your order. 3. Check with any neighbors (if possible) and any safe places where the driver may have left your order. If you still cannot find your order, please contact us and we will investigate with the courier. Yodel and DHL Parcel UK orders will have a GPS and signature (if applicable) on delivery.
If the GPS is correct and there is a signature on the tracking but you dispute the delivery, you will be asked to complete a disclaimer form which will be given to the courier.
Order / Item Issues
Part or all of my order arrived damaged
If any items from your order arrived damaged, please take a photo of the packaging along with the damage to the item(s). Please photograph in as much detail as possible.
In 99% of cases, we will not ask for the return of damaged items if you can provide us with photos of the packaging and damage. We will probably ask you to dispose of the damaged items.
Unfortunately, if you are unable to provide us with any proof of damage, we cannot return or exchange your order.
Please contact us immediately with details of the damage and we will get back to you as soon as possible. We always return or exchange damaged goods.
Something is missing from my order
If something is missing from your order, please contact us and we will ship the missing item to you as soon as possible.
If we do not have your missing item in stock, we will offer you a replacement or refund the missing items.
I received something different than what I ordered
If you received something different than what you ordered, please take a picture of it in as much detail as possible.
In 90% of cases, we will not request a return of incorrect items if you can provide photos of the item sent. We will likely ask you to keep any items sent in error.
If you are unable to provide us with any proof of incorrect items, we are unfortunately unable to offer refunds or exchanges.
Please contact us immediately and we will get back to you as soon as possible. We will always refund or exchange any items that have been shipped in error.
I want to return my order or items
Our returns policy is fully compliant with the Consumer Contracts Regulations (2013).
You have 14 days from the date of delivery to contact us to let us know you want to return the item or the entire order. Once you have done this, you have a further 14 days to return the item or order. The money will be paid to you within 14 calendar days after the return of the goods or proof that they were returned.
As stated under "Part or all of my order arrived damaged" and "I received something other than what I ordered", we do not always require a return in order to exchange or refund the order. Therefore, please contact us first before starting the return.
If you are returning for any reason other than damage/fault/wrong item(s), you are responsible for return postage. We ask that you use postage with tracking and insurance.
We cannot accept returns on items that do not arrive in the original condition in which they were dispatched. If the item arrives damaged, not in the original packaging, or in a different condition than it was sent, we will arrange with you to purchase postage to send the item back to you.
In accordance with the Consumer Contracts Regulations (2013) we are unable to accept returns on any of our salts once they have been opened or used.
I have a question about an item in my order
If you have a question about one or more items in your order, please check the relevant FAQ section first to see if your question has already been answered.
If you can't find your question, please contact us.