Orders & Inquires:
Delivery Time Scales & Tracking - Items Missing or Damaged - In rare occasions our packing team sometimes send items separately, if an item is thought to be short delivered or damaged please notify us with details immediately or within 14 working days via email from time of order placed. We will arrange for the appropriate action to resolve this.
We reserve the right not to take action to any persons advising us after this point as we only have a short period to report and claim against any losses with the courier or postage sytems used.
Uk orders normally arrive within 7 days. Any items not received within 14 days should be notified in writing immediately.
European Orders normally arrive within 7-10 days. Any items not received within 14 days should be notified in writing immediately.
International Orders normally arrive within 10-14 days. Any item not received within 20 days should be notified in writing immediately.
OFTEN DELAYED parcels are actually sat waiting to be collected and have been carded via the relevant courier post system. Sometimes these cards go astray and the items are subsequently returned to us.
Accepted Methods of Payment:
Our payment gateway offers other local payment solutions dependent on your country.
CURRENCY PAYMENT TYPE is ONLY in GBP Pound (£) UK Sterling.
PLEASE NOTE: The website offers an estimated currency conversion cost on orders and products this is based on average BANKING conversion rates on that day. THIS IS TO BE USED AS AN estimated conversion cost ONLY and can vary either select GBP sterling or speak with your local bank and givimg them the exact GBP sterling cost and they will provide you with you local conversion rate for the sale.
However our Payment Gateway allows NON GBP Sterling funds to be accepted subject to the above that will automatically take place.
Our system updates automatically every 6 hours with published worldwide currency rates. The system we use proves to be very effective and actuate.
Customer Address LAYOUT:
We try to be versed in other languages but our first language is English.
Please layout your address in a way that it can be understood.
On placing an order it is the customers responsibility to provide a valid delivery address written in the format required for your local delivery. We do not accept liability if a parcel is lost due to an incorrect address supplied by the customer.
Colours and Manufacturing:
Please note images displayed on our website are as close a representation as possible to actual products received and available for purchase. Also colours can vary up to + or - 10% due to viewing through different devices.
Manufacturing variances do differ from batch to batch and supplier to artisan. Our favoured option is natural hand made meaning that while it offers traditional age old techniques from dying, weaving and carving that variance can occur. Any large variances are notified in the first instance.
All information, including all digital images, pictures and content in this website is the property of Sacred Essence unless otherwise stated. We provide this for information purposes only and not available for copying unless pre-agreed in writing for personal or business use. This is protected under the UK & International COPYRIGHT LAWS.
Images or prints that are supplied are for PERSONAL USE ONLY unless stated and agreed, as they may not be Royalty free or for COMMERCIAL USAGE.
We are committed to providing a high-quality service to all our customers. When something goes wrong, we need you to tell us about it, this will help us to improve our standards. If you have a complaint, please contact us with full details. CONTACT.
We will look at your complaint within 2 weeks of notifying us. If we have not resolved it within this time you may complain to the Legal Ombudsman or the ASA.
What will happen next?
1. We will send you an acknowledging receipt of your complaint within three days of receiving it.
2. We will then investigate your complaint which will be dealt with by one of the managing partners who will review your complaint and check against best company practices we apply hoping to resolve any issue
3. Arrange a mutually agreed time to discuss the complaint and resolve. This will be done within 14 days.
4. Within three days of the meeting, they will write to you to confirm what took place and any solutions that were agreed with you implemented.
5. At this stage, if you are still not satisfied, you should contact us again in writing and we will arrange another managing partner to look at the complaint for their decision.
6. If the matter still remains unresolved then it is within your rights to appeal to the Advertising Standards Authority Limited Mid City Place 71 High Holborn London WC1V 6QT.