UK Delivery & Returns

05/01/21

UK, European and International Shipping Delays should be expected in one way or another. This is due to the Pandemic and Brexit adjustments. This advice is given to us from from all UK shipping agents. Orders placed will be prioritised and shipped with tracking details. CUSTOMERS ARE ADVISED TO TRACK THERE PARCELS.

With apologies at this challenging time.

***Web Shop dispatching as usual***Lake District Shop Open (Appointments and Click and Collects are available)

Please Note some 'Postal & Courier Companies' will experience temporary delays. This is mainly effecting some European & International Countries. (Updated weekly with the ongoing local situation via tracking). International orders including Europe can experience further delays due to 'Custom Checks & Clearances'. All parcels dispatched will get full tracking details sent via email, it is the responsibility of the customer to track there parcel.

EUROPEAN & INTERNATIONAL POSTAL SURCHARGES UPDATE:

EU & International COVID SURCHARGES; In a rapidly changing situation regarding Corona Virus (COVID-19), our courier companies are able to service most destinations. However, the number of flights to these destinations have seen a huge reduction. In order for the couriers to continue to service our needs additional flights have been secured; unfortunately this has come at an additional cost.

All of our couriers have now placed a COVID surcharge on all deliveries to certain countries. In some instances delivery has almost doubled to the further regions.

As a company that aims to give the very best service, we have absorbed some of these costs at a loss. Regretfully, we will need to pass on some of these additional charges into the deliver costs. We continue to work diligently and mindfully in order to serve our loyal customers at these difficult times.

We have spent a great deal of time reviewing all prices and have added these costs into shipping where applicable.

We have also taken the opportunity to change the weight banding offering more product for delivery cost charged. We have split European Countries into more groups which will offer a more cost effective shipping option but immediately due to COVID surcharges might look more expensive in some areas. We will review all European and International orders to make sure delivery charges are correct making any adjustments (savings) and pass these back to the customer wherever possible. This will be ongoing for the foreseeable future.

****CUSTOMERS ARE REMINDED to track there parcels. Details are sent in the confirmed shipping email***

UK Delivery Rates

Orders placed by 3pm will be processed and dispatched via the appropriate delivery method that day.

Scottish Highlands and Out-lying Isles: even when upgrading the service delivery time remains 48hrs with priority set to improve if possible.

Shipping Costs

We regularly check order postage costs and actual charges made. We in some instances can ship via an alternative courier and would pass back the savings. Our wish is to simply cover the cost of charges incurred offering the best option for your goods to arrive.

Please use the Notes / Delivery Notes section in the shopping basket to inform us of any special delivery requirements or requests. Email is a quick and seamless way to contact us to check or amend an order.

Orders should be sent to an address that has someone available to sign and take hold of the goods. Otherwise, items will generally not be left unless a disclaimer has been agreed upon or a safe location has been advised by yourself. Customers requesting deliveries to be left UN-attended in a safe or chosen location do so at their ‘own risk’. We may not agree to refund or replace undelivered items in these circumstances.

Tracking

It is the customer's responsibility to track parcels and notify us of any late or failed deliveries within 7 days. Tracking details are always emailed to the customer when the order is shipped.

Missing Parcels, 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 7 working days via email. In very rare instances where delivery is not received, we are asked to wait 28 days. In the event that an item has gone on a detour, we will discuss with you other options available.

30 day Returns Policy & Information:

1. In the first instance please notify us in writing within 7 days of receiving your item of any issues that you are unhappy with.
2. Customers have up to 7 days to advise us of any shortages or breakages.
3. If an item is not to your satisfaction, it can be returned and refunded taking into account any paid delivery costs.
4. Damaged or faulty products will be replaced at our cost but evidence must be shown at the time of notice. This can be done returning the complete parcel with any damaged packaging and goods.  We also advise taking pictures that can be emailed directly when notifying us for simplicity.
5. Incorrect ordering of goods or cancellation is subject to the delivery and return costs paid by the customer.
6. UK customers can request for a pre-paid returns label. This is normally at a lower cost than your local Post Office. This is charged at cost unless the responsibility is ours.
7. Once the item has been used or seals broken we cannot accept an item back.
8. In the case of agreed refunds: On receipt of these, a refund will be made immediately. This can take up to 28 days to show on your statements.

Return Address:

Sacred Essence

4B Lake Road Business Park

Coniston

Cumbria

LA21 8EW

United Kingdom

UK T: 0845 094 9527 (National low rate number charged 0-7p per minute)

UK T: 015394 22090 (Geographical number charged from 0-13p per minute)

INT T: 00 44 845 094 9527 or 00 44 15394 22090