Frequently Asked Questions
WHAT PAYMENT FORMS DO YOU ACCEPT? IS YOUR WEBSITE SECURE?
All major credit and debit cards are accepted. All payments are processed through Paypal. Please note that that does not mean you have to have a Paypal account. PayPal automatically encrypts your confidential information using the Secure Sockets Layer protocol (SSL) with an encryption key length of 128-bits (the highest level commercially available). Additionally, our site is scanned daily by SiteLock. It is the global leader in website security and protects you and us from hackers, spam, viruses and scams, removes malware, and provides PCI Compliance.
HOW IS MY ORDER GOING TO BE SHIPPED?
We ship daily Monday through Friday, and Saturday if things get busy. All orders will be dispatched within 1-3 business days. Shipping costs are calculated by weight. All domestic (UK only) orders ship via Royal Mail Signed for service. International orders are shipped by regular untracked Airmail, except to Italy, Greece, Russia, Ukraine, Belarus and Serbia. Shipping costs to the above destinations include tracking. (If you’d like to add tracking to your order, please get in touch!)
HOW SOON WILL I GET MY ITEM?
AVERAGE DELIVERY TIMES
(from the date of shipment, may vary)
UK: 1-3 business days
EUROPE: 7-10 days
USA + CANADA: 10-14 days
AUSTRALIA + NEW ZEALAND: 10-20 days
Please note that your country’s customs are authorized to inspect and keep your package for up to 8 weeks. We cannot be held responsible for the time your order takes to clear through customs. All customs fees are the buyer’s responsibility.
WHAT IF MY PACKAGE GOES MISSING?
In the rare event that your order is lost in the mail, we will send you a replacement or arrange a refund. For domestic (UK only) orders that time frame is 4 weeks, and 6 weeks for international orders. Please make sure you contact us if you don’t receive your order in a reasonably timely manner.
CAN I EXCHANGE OR RETURN MY PURCHASE?
If you have a problem with your purchase, please contact us directly and we will try to find the best possible solution.
• Unused products with full, intact, original packaging may be returned or exchanged within 14 days of receiving of goods.
• In the case of unwanted items, covering the cost of return shipping is the buyer’s responsibility.
• Exceptions will be made for cases when the item is faulty or not as described; a pre-paid shipping label will be provided for you to use.
• In accordance with the EU law, you can use this form when returning goods (click to download).
WHAT IF MY PARCEL WAS RETURNED TO SENDER?
In the event that you provided the wrong address OR failed to collect your order from the post office, and your parcel bounces and is returned to us, please get in touch. If you would like your order to be resent, you will have to pay additional postal charges at the current rate. If you would like a refund, your order is subject to 20% restocking fee. That means that 20% of the order and shipping costs will not be refunded.
HOW ARE BOTANICAL FRAGRANCES DIFFERENT FROM THE REGULAR KIND?
Botanical fragrances do not act the same way as store-bought, alcohol-based synthetic perfumes. They do not have the same harsh intensity to them. They will not last all day long because they don’t have chemical fixatives in them, which we don’t use because they are linked to allergies and skin reactions. Our botanical fragrances come in a portable form, so you can refresh the scent as needed. If you’re pregnant or nursing, please consult your doctor before using any products containing essential oils.
BEESWAX IS AN ANIMAL PRODUCT. WHY DO YOU USE IT IN YOUR LIP BALMS AND SALVES, WHEN THE REST OF YOUR PRODUCTS ARE VEGAN?
The alternative to beeswax is candelilla and/or carnauba wax. The former is exported from Mexico, and the latter from Brazil. At Ravenscourt Apothecary we strive to reduce our carbon footprint, and buy local whenever possible. Our beeswax is 100% UK origin, and bought from responsible, humane beekeepers such as The London Bee Company that give their bees the necessary rest during the winter time. However, we’re excited to be currently making a transition towards a 100% vegan product line in 2016!