Frequently Asked Questions
Most PopularDeliveryReturnsMy Order/AccountShopping With UsEverything ElseCustomers outside the UK |
Delivery costs & optionsOur full delivery options can be found here...
For our express/guaranteed next working day services, we have a cut off time of 15:30 in order to have your items packed and dispatched the same day. International/European deliveries are charged based on parcel weight. The total delivery charge is calculated when you proceed through our checkout process. The amount you see charged on the delivery selection page (in the checkout process), is the amount you will pay. There are no hidden charges from us. However, depending on where you live, there may be a customs charge upon entry to the country. Orders are shipped on business days only; these are Monday-Friday, excluding bank holidays. Has my order been dispatched?We will always email you to let you know when your order has left Earthly Body HQ, giving you peace of mind that your essential luxuries are on the way.
Of course if your email has been lost in cyber space (or you delete it by mistake) you can check the status and estimated delivery of your existing order at any time, by using the My Account page.
Please login to My Account and click on view my order to see the latest information we have. When will I receive my order?Most of our UK orders arrive within 3-5 working days, or even sooner if you have opted for express or next working day delivery. Please note that orders are occasionally delayed due to bank and public holidays, and it is recommended to allow extra time for your order to arrive during these periods.
The time scales for international orders can be seen here.
To check the status and estimated arrival date of your order, please login to My Account and view My Recent Orders for the most up to date information available.
If your order has been dispatched and you haven't received it, and it is past its estimated delivery date see I haven't received my order?. Why haven't I received my order?We do, on the odd occasion, experience delays with the service provided by Royal Mail and orders arrive later than intended. We understand how frustrating this can be, and for this we sincerely apologise.
Royal Mail
DPD
Can I send a gift with a message?Yes, we do offer a complimentary gift message service with every order. To use this service you can enter a message to your lucky recipient when you go through the checkout by selecting that your order is a gift. This will allow you to enter a message.
When the order is selected as a gift, the cost of the products will never be shown to the recipient and is replaced with a personal gift message from you.
Do you offer next day UK delivery?Yes, we offer a next working day delivery service on orders placed before 15.30. Our only exception is Friday, when our next day service will not arrive until the following Monday. The courier we use for this signed-for service is DPD and requires someone present to receive the delivery. The benefits of our 24 hour delivery service are:
If nobody is present to take delivery of your parcel on the agreed delivery date then DPD will take the parcel back to their depot. DPD will automatically make a second attempt to redeliver your parcel on the following working day. After this you will be asked to nominate a convenient day on which you would like the goods redelivered or you may choose to collect the goods from the depot.
If you do not give us or the courier any notice of what you would like to do with the parcel after the second delivery attempt and the goods are returned to us you will incur a £5 charge.
Unfortunately, Saturday is not a guaranteed delivery day, and we cannot offer a guaranteed delivery for next day orders placed on a Friday. Do you offer a nominated day or guaranteed Saturday service?We understand how important it is to receive your order quickly, especially if you have purchased your luxuries for a gift or special occasion.
Currently we do not offer a nominated delivery or Saturday service. However, we do offer a next working day delivery service using DPD couriers, who will deliver orders placed before 15.30 to any UK location by 18.30 the next working day - perfect for those last minute purchases.
When you use the 24 hour service with us you will receive an email of the morning of your delivery with an estimated hourly window to let you know when to expect your order to arrive. How are my goods packaged?We take great pride in the way we package your order. For the majority of our orders we use a simple, yet strong, external box with the gaps around the product filled with environmentally friendly recycled craft paper.
Robust and small products are sent in jiffy bags to reduce waste and costs. Can I deliver to multiple addresses?You may deliver orders to as many addresses as you wish, however we must request that a separate order is created for each delivery destination. Separate delivery charges will apply to each address unless the order(s) are over £29.00 and therefore qualify for free UK delivery. Can I send to BFPO addresses?We are happy to send products to shoppers in the services; however orders of this nature must abide by strict security measures. As advised by Royal Mail, please list the destination country as the UK, not the actual country destination. Example of a BFPO address: Address line 1: 12345678 LCPL B Jones As with all your information, security and privacy is of the utmost importance to us. We will not store or pass on your address details to third parties. See our Security Guarantee and Privacy Promise. Will I be charged duty or import tax at customs?Our prices include VAT at the current rate. Our VAT number is 869 7445 58. All countries outside the EU have additional customs charges which might be applied to your order upon it reaching its country of destination. It is your responsibility as the customer to inform the recipient of these charges. We regret that we have no control over these charges and cannot predict what they may be, however we do have information for select countries here. For further details please contact your local customs authority.
Unless otherwise stated, your order will be sent using Royal Mail, who will pass the package to the standard International Postal Service in your country. We will put the value of the goods on the outside of your parcel, using the internationally recognised CN22 form, which should result in quick customs clearance.
Please note we are not in a position to refund any customs/import duty paid. Do you deliver internationally?We do deliver internationally with postage and packing starting from £2.49. This will increase depending on the weight of your order. Do you deliver to the USA/Canada?Unfortunately our product liability insurance does not allow us to trade with the USA or Canada and as a result we cannot send our items there.
How do I arrange a return or exchange?We want you to be happy with your purchase so we have an extra long returns period of 120 days for unused, unwanted products. As long as we receive the returned item unopened and in a re-sellable condition we can offer you a full refund.
Before you post it, please fill in and include the simple returns form and wrap the product well in protective packaging (good old fashioned bubble wrap does the trick). Then send it to the the following address:
Earthly Body HQ Returns
66 Queens Road
Clifton
Bristol
BS8 1QU
If you are making a return from outside of the EU it is important to mark all returns as RETURNED GOODS – FAILED SALE. This must be clearly marked on the customs information document (CN22 or CN23 which is supplied by your local post office) on the outside of the packaging. Failure to do so may result in the goods being refused at customs in the UK and so being returned to the sender. If you have paid import duty for goods received, and subsequently return the goods to us, it should be possible for you to claim a refund of duties from your local customs authority. To do this, you will need to show them proof of duty paid and proof of export (such as certificate of posting) when claiming your refund.
Should you have any further queries on duties payable/refundable, please contact your local customs authority. We will refund your purchase within 1-3 working days of receiving the goods.
It is a good idea to obtain proof of postage when you send your item - just in case. I am unhappy with the quality of my purchase. What do I do?We really hope you never need to read this question but understand that sometimes this may be the case. We are sorry you are unhappy with the quality of one of our products and we'd like to help you resolve the problem quickly. The fastest way for us to help you is for you to contact us by either emailing customer.services@koan.is or by calling 01179 270436. If you would like to return your beauty essentials then see returns. Have you received my returned goods?Earthly Body HQ will notify you via email once we have received your return, and will process a refund within 1-3 working days. If your return is for an exchange, we will send you a new order confirmation for your reference, and confirm a date for dispatch and delivery. I've returned my order, how long does it take for a refund?Once Earthly Body HQ have received your returned products you will be notified by email. Refunds are processed on the same day, and will be credited to your account within 1-3 working days. The credit in your bank account will appear as 'Koan UK Beauty'. How do I unsubscribe from Newsletter e-mails?We would be really sorry to see you go, but if you want to leave 1000's of other shoppers behind then sign into My Account where you can change your newsletter preferences.
What is the status of my order?To check the status and estimated delivery date of your existing order, please login to My Account and select the order to see the full status. If your order has been dispatched then the goods are with the courier or Royal Mail. If there is tracking available on your order then this will be displayed in My Account and you will be able to see where your order is in the postal system.
If your order is overdue then see Why haven't I received my order?. How do I change or cancel my order?If you would like to change your order after you have placed it then please contact us as soon as possible and we will do our best to meet your request. However if your products have already been packed it may not always be possible to cancel or change an order; in this case please see our returns information. How do I update my personal details?If you want to change your personal details such as address or telephone number then sign in to My Account. If you wish to update your email address, please email the new address to customer services and they will update this for you. What happens after I've ordered?As soon as you have paid for your order you will receive a confirmation email detailing the delivery address and the products you have ordered. If you spot a mistake, please contact us as soon as possible. Once your beauty essentials have been picked and carefully packed, the order will be passed to our delivery partners and sent on their way to you. As soon as we pass your order to them we will send you an email to let you know it is on its way. I've received the wrong product, what do I do?We're sorry you have received the wrong item in your order. At Earthly Body HQ we pack all our products with care, and barcode scan every item as it is packed. We have also appointed two members of the team to independently check every order. However, mistakes occasionally happen and we strive to resolve any problem as quickly as possible.
If you find yourself in this situation, please contact Melanie or Tilly in Customer Services who will do their best to resolve this for you. My order has arrived damaged, what do I do?We're sorry your beauty essentials have been damaged. We know lots of companies say it, but we really do take a lot of care to ensure that your order reaches you in the condition you expect. Therefore if you contact us we may ask you a few questions on how you believe the damage occurred so we can prevent it from happening in the future. Please contact Melanie or Tilly who will be happy to help resolve the problem for you.
Please ensure you have your order number to hand when you contact us. My order is delayed due to an item on pre-order, what can I do?We sometimes offer items for sale before they are in stock to meet growing demand. If we do this then you will be clearly notified before you place your order. You may place an order for one of these items in the same way as you would order other products on our site. Where possible, the estimated delivery date will be displayed on the product details page and additionally on the delivery choice page during the checkout process.
If you place an order that contains both pre-order and currently available items, you won't receive the order until all the items are in stock and ready, unless you choose the "Dispatch as items become available" option in the order form which will mean you will get the items that are in stock sooner. However, you will be charged a delivery charge for each additional delivery. You get to choose how you want your items delivered before you enter your card details to pay.
Your credit or debit card will be charged at the time of placing your order. I've forgotten my password, what do I do?Don't worry, it happens. Simple choose 'forgotten your password' on the My Account page to receive a password reminder.
I need some product advice, can you help me?Absolutely. We know these products better than anyone else. Simply email us
customer.services@koan.is and our experts will be on hand to guide you through making a purchase.
Are my personal details secure?We automatically use a government strength 256 bit secure connection that cannot be decrypted by hackers. When you shop with us online nobody ever gets to see your card details as they are passed directly to your bank for authorisation and are not stored on our servers at all. Your personal details (such as your name and address) are held on our highly secure servers and we will never give your details out to any third party. Our site is also monitored daily by McAfee Secure, a leading company in computer protection. Click here to view our Privacy Policy. What payment options do you have?We take all major debit/credit cards including Switch, Discover, Solo, Visa, Visa Debit, Visa Electron, Mastercard and we now accept payment using Paypal. You can pay online using our secure payment system or you can fill out the following form and post it to us.
We do offer the option to see prices displayed in many different currencies, however payment for our products and delivery services are always taken in pounds sterling. The currencies conversion rate is updated daily using the mid market-rates and should be used as an indicator of the price you will be charged by your bank or credit card company for paying in pounds sterling. The typical cost of transaction imposed by your bank is 1 or 2% of the price that we display. When will I be charged for my order?You will be charged immediately after security checks from your bank issuer and our website have been authorised. You will receive an email confirming that your order has been successful, advising you of the expected dispatch date. How do I use my Reward Points?Customers use their reward points in a variety of ways; some choose to save them up for special occasions such as birthdays or Christmas, others like to use them as soon as they can. To use your reward points, all you need to do is visit our website, and login using the email address and password you specified when you first placed an order with us. Once you have logged in, place your order as usual, and when you are on the basket page you will be asked if you wish to use or save your points. Select the option to use them and a discount to the value of your reward points total will be applied to your basket. Can I use my Reward Points and a promotional code on the same order?Unless otherwise indicated, our promotional codes cannot be used with your existing reward points balance. However, when you redeem your promotional code, you will still earn reward points for future orders. You may choose to redeem your points instead of a promotional code, however please be advised that the majority of our promotional codes expire within 7 days of issue – we wouldn't want you to miss out on a great offer. Do you offer a discount for very large or corporate orders?We will consider discounts for large and corporate orders; please contact us with the quantity and products you wish to order. I can't find a product, has it been discontinued?Occasionally brands will reformulate, relaunch or remove products from their range. We understand that this can be quite significant for our customers and do our best to keep you informed of these changes. If you discover that your favourite product has been discontinued, please email us customer.services@koan.is and we will be happy to advise you on a suitable alternative. How do I use my promotional code?Customers who sign up for our newsletters receive exclusive offers, redeemable via a promotional code. To use your promotional code, simple add the qualifying number of products to your basket. Once on the basket page, you will see an area that says 'I have a promotional code'. Simply enter the code in this area and click ‘Apply'. Your discount or qualifying free gift will then be applied to your order.
Do you charge VAT on international orders?All prices shown on the website are inclusive of any applicable UK VAT. This means that the total price you pay us for products is always the same, regardless of whether or not UK VAT is chargeable on the sale. Therefore we are unable to refund any VAT if you are outside the UK.
Where you have requested delivery to a EU address, the price paid for the product and the delivery service will usually include UK VAT, which will be shown on the VAT receipt that will arrive with your order. If you are not a UK resident and you have ordered products for delivery to a non-EU address, both the products and the delivery service will normally be zero-rated, with no UK VAT chargeable on either. However, the price paid by you for the products and delivery services will remain the same as shown on the website. Payment for our products and delivery services are in pounds sterling. Please note we are not in a position to refund any customs/import duty paid for countries outside of the EU. I have a marketing or charity request.If you would like to speak to our marketing team regarding a PR, charity or press request, please email marketing@bathandunwind.com quoting the following information:
Our marketing team will then be in touch. Can I track my delivery?If your order has tracking details, you will find this information on your order dispatch email. If this information is not on your dispatch email, there is no tracking number available. However, if you advise your local delivery office of your name and delivery address they will be able to confirm if your parcel is being held. I would like to blog about the products you stockPlease send your request through to our marketing team using the email address below: Are you able to send me any samples?Unfortunately, we do not keep any samples of Earthly Body products.
Do I need to be home when my order is delivered?Your order will be dispatched via Royal Mail or DPD. You will find this information on your dispatch email.
If your order is being dispatched via Royal Mail, although a signature is not usually required the parcels are sometimes too large to fit through the letterbox so someone will need to be present to take your order. If this is not possible, Royal Mail will put a card through your door advising that your parcel is awaiting collection from your local depot. Unfortunately, we are not able to pass delivery instructions to Royal Mail if you wish your parcel to be left in a safe location or with a neighbour.
Royal Mail are currently trialling a 'delivery to neighbour' service where if you are not home to accept delivery, your parcel will be left with a neighbour and you will receive a card through your letterbox. For more information on this service please visit http://www.royalmail.com/delivery-to-neighbour.
If your order is being dispatched via DPD your parcel will require a signature. In order to stop you waiting in all day for your order, DPD will email and text you (if you supply your mobile number) on the morning your order is dispatched with a specific one hour delivery window. If you decide that this time is not convenient, you can use email or text to simply change the delivery date.
If DPD attempt delivery and no one is present, a card will be left at the delivery address and the item will be taken to the nearest DPD depot. Using the details on the card you can contact the courier and request a second delivery attempt or collect the item from the depot. You can do this via the DPD website or by contacting them on 08445 560 560. For security reasons, they will not be able to leave the parcel without obtaining a signature. DPD provides easy tracking with proof of delivery for your peace of mind.
If your delivery address is outside the UK, please see our 'Overseas customers' FAQ section.
Where can I buy Earthly Body products locally?As an online retailer for Earthly Body products, we do not keep information on other outlets or stockists. However, you may find this information directly through Earthly Body's own website.
Why can you not send aerosol items overseas?Aerosols are classed as prohibited items with Royal Mail and most other carriers, so we are not able to ship them outside of the UK. Can you change the invoice amount so I can avoid tax charges?The value of the goods will be displayed on the outside of your parcel, using the internationally recognised CN22 form. We are not able to change this amount to avoid tax charges as it is illegal to do so.
The CN22 being clearly displayed should result in quick customs clearance. |
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