We aim for 1-2 working days for dispatch of your orders (please note at the busiest time October – December orders may take 3 working days).
For orders placed after 4.30 pm, the working day commences at 8 am the next day. Postal orders can take up to 7 working days to arrive after an order is placed. If order has not arrived 10 working days after dispatch you will be eligible for a refund or replacement.
UK Mainland
Orders 0-2kg are sent via Royal Mail. Orders 2kg+ are sent via APC.
Delivery via Royal Mail can take 2-5 working days after dispatch. Orders sent via APC are booked on an overnight service for delivery the next working day. Large furniture items will need to be shipped via pallet. We will contact you via email to arrange the delivery.
Delivery charges:
- up to 1 kg – £3.50
- over 1 kg – £5.99
Northern Ireland
Orders 100g-2kg are sent via Royal Mail. Orders 2kg+ are sent via DPD. Delivery can take up to 5 working days after dispatch
Delivery charges :
- up to 1 kg – £3.50
- over 1 kg – £14.99
Scottish Highlands & Isles, Channel Islands, Scilly Islands
Orders 0-2kg for the Scottish Highlands will be sent via Royal Mail, and 2 kg+ with APC. Channel Islands will be sent via DHL.
Delivery charges :
- up to 1 kg – £3.50
- over 1 kg – £14.99
European
Ireland, Austria, Belgium, Czech Rep, Denmark, France, Hungary, Luxembourg, Netherlands, Poland, Italy, Lithuania, Portugal, Spain, Slovakia, Slovenia, Sweden, Bulgaria, Estonia, Finland, Greece, Latvia, Romania.
Orders are shipped with DHL. EU delivery usually takes up to 1 week after dispatch, but customs delays may occur. Outside the EU, delivery can take up to 15 working days. *EU orders may incur customs fees, payable by the receiver.
Refund Policy
If you are eligible for a refund, we will refund you back to the method of payment you used when you originally paid for your order. The refund amount will be the total amount you have paid for the particular order or a fraction of this, depending on the nature of the fault at hand. Refunds can take up to 30 days from receipt of the return.
Wrong Item(s) Delivered
If, by mistake, we supply you with an incorrect item, you must notify us within 30 days. If you wish to return the item for replacement it must be in line with our Returns Procedure. Depending on the value of the item, you may wish to keep the item if you are happy with it, and any refund for a difference in value will be issued, conversely if the item is of higher value than the original item paid, a request will be sent for the difference.
Item(s) Damaged on Arrival
In the unlikely event you receive a damaged product, you must notify us by e-mail soulandsmoke@yahoo.com within 24 hours of receipt of the goods. We request photographic evidence of any visible damage instead of a return. We request that any damaged silver jewellery items be returned to us as a 2nd Class large letter. For items over £15, please contact us via email at soulandsmoke@yahoo.com describing the type and extent of the damage and we will advise you how to proceed. If the goods you have returned are found not damaged, you will be notified in writing. You will receive a refund or an offer of replacement for the original goods, however we will ask you to cover the delivery charges, and no return delivery charges will be refunded.
Faulty Item(s)
If you receive goods that are faulty or incomplete on arrival, you must notify us within 48 hours of receipt of the item in writing by e-mail soulandsmoke@yahoo.com. We do not cover faults caused by accident, neglect, misuse or normal wear and tear. Consumable items, such as non-rechargeable batteries will be replaced if found to be inoperative on delivery, consumable items, (e.g batteries) are not covered for replacement during ‘normal’ use. For items up to the value of £15 we request photographic evidence of any visible faults instead of a return. We request that any damaged silver jewellery items be returned to us as a 2nd Class large letter.
Shipping Dangerous Goods
Some of our products are classed as dangerous goods (Pure Essential oils, Blends, Essential oil Mists, Room Sprays, Organic essential oils or products which contain alcohol, such as Aroma Mists or Perfumes). We can confirm that we can Ship Dangerous Goods by road ONLY. We are unable to send dangerous goods by air.
BFPO/PO Box Addresses
We cannot ship to a PO Box address via courier within the UK.
Please contact us before placing an order to a BFPO address that is a courier delivery, as prices will vary.
For orders outside of the UK that need to be shipped via pallet, the shipping will be charged separately & we will provide a quotation via email.