Quick and easy to order and with you in a matter of a few days so not long for your order to arrive
Great experience product arrived on time just as described and very reliable. The product itself was very reasonably priced too. Would purchase from this retailer again.
I came on sacred essence to buy sand, the order wouldn’t go to checkout, I was on the sight for an hour trying to checkout, I couldn’t get the sand which was needed for a present for incense charcoal discs.
I ordered a couple boxes of incense sticks and crystals, the incense smelled absolutely unreal. I love incense and I’ve never smelt anything so nice. They all smelled fab and were lovely quality. I particularly love the two that were added as a freebie so lovely😍 thank so much!
I am always very pleased with my shopping experience from Sacred Essence.
I am saddened to receive this email asking about my enjoyment, as I am waiting for a reply to my detailed emails,because I have not received this delivery, as it was delivered elsewhere!
Beautiful shopping experience. Lovely packaging and products. Thank you
Overall happy with what I ordered, good communication, well wrapped and fast delivery. Will shop again.
Amazing man and wife team, both go above and beyond plus their excitement is genuine which is a treasure and I’m so happy I found this shop as they are so genuine and are helping families in Peru as an example by selling to us their handmade tools, it’s perfect having the genuine product, not mass made
Order placed and received with no problems 😊
I loved the care you dedicate into each item you send me it was like receiving a gift and you answered promptly to one of my request thank you
Love this company and the owners, the best place for true, genuine goods - thank you
I love your shop! I can find everything I need here, and the prices are very reasonable. I’ll definitely be coming back to buy things for our future workshops. Highly recommended!
Easy to shop with, send out the purchases quickly. Top marks all round.
My order arrived fast and well packaged. Good quality products included. However, I was sent an incorrect item with less value than the item I had originally ordered. Have emailed twice regarding this but no reply. I'm now left with an item I didn't order and no replacement or refund for originally ordered item.
Hello Sophie,
Thanks for your message. I have passed this across to our Customer Care team for you.
If you have not heard back, I would suggest contacting us directly by telephone or using our Contact Us form, including your invoice or order number. Google Reviews is great for general feedback about our products and service, but unfortunately it isn't the fastest way to contact us about an individual order. Reviews are only monitored periodically, whereas our emails and telephone lines are monitored daily.
We generally dispatch orders very quickly and our customer feedback is consistently very positive at 4.9+, but very occasionally a mistake can happen, whether that's a courier issue or simply the wrong item being picked. When it does, the team will always do their best to put things right quickly.
It may also be something as simple as your original email not reaching the team or being caught by a spam filter, which could explain why you haven't received the same speedy response you experienced from us previously.
My advice would therefore be to use our Contact Us form with your order number so the team can locate everything and remedy the issue as quickly as possible. If you'd prefer, please do give us a ring directly.
In the meantime, I will pass the limited details I have from your Google review across to Customer Care and see if they can identify your order from those.
I hope this helps, and our apologies for both the mistake and the delay in getting back to you.
Kind Regards SE
Prompt and secure service and quality of goods, thank you.
I spent £41 on two salt lamps, both of which stopped working within 6 weeks. No one answered the phone or returned my email. Terrible company.
Hello,
Thank you for taking the time to leave your review. While a product review is perhaps not the ideal place to go into the detail of an individual order, given the one-star rating we feel it is only fair to provide some additional context.
Firstly, we are sorry that your earlier email was not seen at the time. Unfortunately, direct replies to some automated order or notification emails do not always reach our main customer service inbox and can occasionally be filtered or rejected before reaching us. This is why, where a response has not been received, we always recommend contacting us through the Contact Us form or our published customer service email address, as these messages come directly into the monitored inbox.
From the correspondence we have since found, we understand that you were disappointed with the lamp and felt that a considerably cheaper alternative available from overseas may have been a better purchase for you. We completely respect that view.
We are fortunate to receive exceptional feedback across our products and service, but we also take poorer reviews seriously. They give us an opportunity to look again at a product, the information we provide and whether anything could be explained more clearly.
One important point with Himalayan salt lamps is that they behave rather differently from a conventional decorative lamp. Natural rock salt is hygroscopic, meaning it naturally attracts moisture from the surrounding air.
This is also why this style of lamp does not lend itself particularly well to LED bulbs. LEDs produce very little heat, whereas the gentle warmth from a traditional bulb helps keep the salt warm and allows accumulated moisture to evaporate.
If a Himalayan salt lamp is left switched off for longer periods, particularly in a damp or moisture-rich environment, the salt can begin to feel wet or appear to “weep”. In more noticeable cases, moisture can collect on the surface, run down the lamp and later recrystallise as the salt dries. This is a natural characteristic of real rock salt rather than necessarily a fault with the lamp.
Regular use and the gentle warmth of the bulb help counteract this moisture absorption. Where a lamp has taken on a significant amount of moisture, this can also affect bulbs, fuses or electrical fittings until the lamp has dried and settled into its environment.
We do include care information with our Himalayan salt lamps, but your experience has highlighted that we could perhaps make this particular point more prominent for customers.
If the main purpose is simply to create a soft glow for short periods in the evening, a conventional ambient lamp may actually be the better choice. A natural Himalayan salt lamp is better suited to someone who enjoys the warm glow and natural characteristics of rock salt and is happy to leave it switched on for longer periods.
We are sorry that on this occasion the lamp did not meet your expectations, and we hope the additional explanation helps provide some useful context.
Kind regards,
Sacred Essence
