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Complete Satisfaction:

Customer Satisfaction: If you have any questions, suggestions, or compliments, please feel free to Contact Us!

Orders - Queries - Inquiries:

• Orders are processed Monday-Friday 8am-5pm.

• Delivery times are quoted in the shopping basket when choosing the particular delivery method
  

• Placing Orders: You can order through our retail shop in Coniston or our website's on-line store.
• Store Opening times; Web Shop 24 hrs a day, shop subject to sesonal opening time variances. Visits. Opening Times and Directions

Common FAQS:

• Non-receipt of emails may result from incorrect email addresses, full mailboxes, or emails in the junk/spam folder.

• For damaged or faulty items, claims require photos of both outer packaging and inner content emailed.

• Notify any issues are required at the point of delivery within 7 days.
• Delivery Costs, Courier Methods & Costs: We regularly review order postage costs, ensuring they align with actual charges.

Email & Telephone: We assist with inquiries, queries, and orders via email or telephone. Email responses are prompt, and our service operates outside normal UK hours to accommodate our global customers.

Delivery Options: Choose from various delivery methods during checkout based on your preferred time frame.

For Class or Wholesale Inquiries: Contact us through the Wholesale & Contact Us section. Provide detailed information for accurate validation, and we'll respond within 7 days. Request a quicker response if needed.

Export and EU Customs: You now have the option to upgrade to faster delivery. Please note that delivery times are estimates, and any import duties are the customer's responsibility. Local couriers will advise customers in Europe or elsewhere in the world.

Retail Shop in Coniston: If you wish to collect your order, kindly place it on-line and select the 'Collection' option for delivery. Specify your preferred collection time in the delivery notes, and we'll confirm via email promptly.

Shipping Delays & Customs Clearances: Shipping delays, often due to courier misroutes, are beyond our control. While we use reputable postage and delivery companies, delays may occur. If you experience a delay, please be patient, and we'll assist in tracking and resolving the issue.

Customs Clearances: Customs may delay parcels for checks, and duties vary by country. Export customers are advised to track parcels 24 hours after receiving a tracking confirmation email.

Tracking Orders: An email with tracking details is always sent when the parcel departs. Tracking details update within 6-12 hours. Please track your parcel, and we'll investigate any delivery issues.

Shipping Delays: During peak times like Christmas, New Year, and Easter, shipping delays may occur. Allow extra time during these periods. While we're not responsible for courier delays, we'll help chase and switch couriers if needed.

Export Orders - Tax and Duties: Customers outside the UK pay taxes and duties locally. Tax/VAT is automatically removed for all export countries.

Unclaimed or Returned Parcels: For unclaimed or refused orders in Europe and the rest of the world, Sacred Essence reserves the right to charge the associated shipping fee and a 10% restocking fee on order cancellations.

Safe Place & Special Delivery Instructions:

Include any special delivery instructions in the order notes, especially for delivery to a safe location. The customer is responsible for a secure delivery, and claims are typically not supported in these cases.

Items Missing or Damaged: Report any missing or damaged items within 48 hours of receiving the parcel. For UK orders, notify within 14 days in writing via email if items are not received within 7 days.

Provide photos for any damages, including the outer parcel and inner contents.

European Orders: Usually arrive within 5-10 days. Notify in writing via email if items are not received within 14 days

International Orders: Typically arrive within 10-14 days. Notify in writing via email if items are not received within 20 days.

VAT, Taxes & International Duties

All prices shown on our website include UK VAT (Value Added Tax) where applicable.

Orders shipped outside the United Kingdom may be subject to local taxes, import duties, and customs clearance fees charged by the destination country. These charges are determined by the customs authority of the destination country and are not controlled by Sacred Essence.

We ship international orders without taxes and duties included. When your parcel arrives in the destination country, the courier or customs authority may contact you to request payment of any applicable taxes, duties, or clearance fees before delivery can be completed.

As a general guide, higher-value items are usually subject to import charges. In many countries, orders with a value above approximately £150 are typically charged import duties and taxes, while very low-value shipments (often under £20) may have limited or no charges. Orders between these values may or may not be charged depending on local regulations.

Customers ordering from outside the UK should therefore expect that local taxes or duties may apply when the parcel arrives in the destination country.

If a customer refuses delivery due to unpaid taxes, duties, or customs charges, the parcel will normally be returned to us by the courier. In such cases, the customer will be responsible for both the original shipping cost and any return shipping charges incurred.

Returned orders refused due to customs charges will also be subject to a 10% order cancellation and processing fee. This fee, together with any shipping or return shipping costs incurred, will be deducted from the refund value of the order once the returned parcel has been received.

Sacred Essence cannot be held responsible for any import taxes, duties, customs clearance fees, or related charges imposed by the destination country, as these are determined by local customs authorities.

CONTACT & OPENING:

Opening Times: We are a retail shop and on-line store front with normal office hours from 9 am to 5 pm, Monday to Friday.

Orders and inquiries: can be made at any time through the website CONTACT page and will be processed during these hours.

Collections: are available by appointment only. Please indicate your preference at the time of order in the shopping basket notes or Contact us via email with your web order number.

Accepted Methods of Payment:

Our payment gateway provides various options including:

PAYPAL

APPLE PAY

Google PAY

Klarna

Debit/Credit Card

Customers can choose deferred payment methods through Paypal payments or the Credit Card Payment Method, both displaying available payment methods and options.

Payment Types: Electronic Bank Transfer CASH Visa, Mastercard, Visa Debit, Mastercard Debit, Maestro/Switch, Solo, Delta, and local country bank cards PayPal Klarna Apple or Google

International BACS Payment:

• CURRENCY accepted is : GBP STERLING ONLY (British Pound £, UK Sterling)

• Customers making bank transfers are responsible for any associated bank charges
• TAX/VAT: Prices shown include VAT for the UK, with tax removed for EXPORT customers

Customer Address Layout:

To ensure accurate processing, please provide a valid and clear full postal address at the time of order,

including:

• Full Name

• House and Road Name

• Town

• Area

• Postal or Zip Code

• Country

• Additionally, include your

• Telephone Number and Email Address to attach to the parcel.

• Some countries may require identification numbers on the outside of the parcel.

• Please advise us of any special delivery instructions in the Notes section at the time of order.

• It is the customer's responsibility to supply a valid delivery address in the required format for local delivery.
• We do not accept liability for parcels lost due to an incorrect address provided by the customer.

Colours and Manufacturing:

Please be aware that the images displayed on our website aim to closely represent the actual products available for purchase. However, there may be a variation of up to + or - 10% in colors due to viewing on different devices.

Manufacturing variances can differ between batches and suppliers, especially in natural hand-made options. These variations may occur in traditional techniques such as dying, weaving, and carving.

Any significant variances will be communicated in the first instance.

Aged and Authentic items have been used by a Qero Elder in ceremony and may show some light marks, including wax. These marks can often be lifted with a light, cool wash if desired.

COPYRIGHT, (Images and Data):

All information, including digital images, pictures, and content on this website, is the property of Sacred Essence unless otherwise specified. It is provided for informational purposes only and is not available for copying unless pre-agreed in writing for personal or business use. This is protected under UK and International COPYRIGHT LAWS.

Images or prints supplied are for PERSONAL USE ONLY unless otherwise stated and agreed, as they may not be Royalty-free or for COMMERCIAL USAGE.

DISCLAIMER:

The products/services and the claims made about specific products or services on or through this site have not been evaluated by Sacred Essence or the Food and Drug Administration. They are not approved to diagnose, treat, cure, or prevent disease. The information provided on this site is for informational purposes only and is not intended as a substitute for advice from your physician or other healthcare professional or any information contained on or in any product label or packaging.

You should not use the information on this site for the diagnosis or treatment of any health problem or for the prescription of any medication or other treatment. Consult with a healthcare professional before starting any diet, exercise, or supplementation program, before taking any medication, or if you have or suspect you might have a health problem.

NO REPRESENTATIONS OR WARRANTIES, EITHER EXPRESS OR IMPLIED, OF MERCHANTABILITY, FITNESS FOR A SPECIFIC PURPOSE, THE PRODUCTS TO WHICH THE INFORMATION MENTIONS MAY BE USED WITHOUT INFRINGING THE INTELLECTUAL PROPERTY RIGHTS OF OTHERS, OR OF ANY OTHER NATURE, ARE MADE WITH RESPECT TO INFORMATION OR THE PRODUCT TO WHICH INFORMATION MENTIONS. IN NO CASE SHALL THE INFORMATION BE CONSIDERED A PART OF OUR TERMS AND CONDITIONS OF SALE.”

Complaints Procedure:

We are dedicated to providing a high-quality service to all our customers. If you have a complaint, please contact us with full details through our CONTACT page. We value your feedback, as it helps us improve our standards.

Here is an overview of our complaints process:

• Acknowledgment: We will send you an acknowledgment of receipt within three days of receiving your complaint.

• Investigation: Your complaint will be investigated by one of the managing partners, who will review it against our best practices to find a resolution.

• Discussion: We will arrange a mutually agreed time to discuss the complaint and find a resolution, aiming to do so within 14 days.

• Confirmation: Within three days of the meeting, we will write to you, confirming the actions taken and any solutions agreed upon.

• Further Resolution: If you are still unsatisfied, you can contact us again in writing, and another managing partner will review the complaint.

• Appeal: If the matter remains unresolved, you have the right to appeal to the Advertising Standards Authority