SHIPPING
Orders are usually dispatched the following working day (Monday to Friday excluding Public holidays). Orders placed after 8am on a Friday are usually dispatched on a Monday.
If your order has items that we don't have in stock or that we have to order in (marked on our webiste), we will contact you within 24 hours to give you an expected dispatch date.
***PLEASE NOTE WE DISTRIBUTE WITHIN THE UK ONLY AND ARE UNABLE TO SEND PRODUCTS TO DISTRIBUTION COMPANIES FOR SHIPMENT ABROAD. FOR ORDERS OUTSIDE THE UK PLEASE CONTACT YOUR NEAREST DISTRIBUTOR OR AURA-SOMA PRODUCTS LIMITED.***
FREE DELIVERY is available for most orders in excess of £100 within the UK (certain exemptions such as Northern Ireland) Orders will be sent either by Royal Mail or Courier.
We offer a number of options for delivery of your goods, which will be packaged in air bubble envelopes or cardboard boxes:
1. First Class Post - Most of our orders are dispatched using Royal Mails 1st Class service which takes 1 - 3 days, although it aims for next day delivery
2. Signed For - Select if you wish to ensure your item is not left without an acceptance signature. Takes 1 - 3 days
3. Special Delivery - Delivery is guaranteed by 1pm the day following despatch. This service is available for deliveries on Monday to Friday (except Bank and Public Holidays).
4. Courier - Large orders are sometimes sent by courier and usually take 3-7 days for delivery. A signature is required on delivery
**Please note that on large sized orders to Northern Ireland we may have to charge extra postage.
RETURNS POLICY – 11ESSENCE.CO.UK
We hope that you love your order, but if for any reason you are not completely satisfied, we’re here to help.
DAMAGED OR INCORRECT ITEMS
In the unlikely event that your order arrives damaged or you receive incorrect goods, please contact us within 48 hours of delivery by emailing us at sales@11essence.co.uk or calling us on 01503 598678 will assist you with arranging a replacement.
CHANGED YOUR MIND?
If you change your mind and wish to return an item, you are welcome to do so under the following conditions:
You must notify us within 7 days of receiving your order.
Items must be unopened, unused, and in resaleable condition.
Products must be returned in their original packaging and within 14 days of delivery.
For hygiene reasons, we cannot accept returns of opened products such as oils, sprays, or creams.
Please note: We are only able to process returns and refunds once goods have been received back in saleable condition.
RETURN SHIPPING
Return postage is the responsibility of the customer.
We strongly recommend using a tracked and insured delivery service, as we cannot accept responsibility for goods lost or damaged in transit.
Original shipping charges are non-refundable unless the item is faulty or sent in error.
IS YOUR ITEM FAULTY?
If you believe your product is faulty, please contact us at sales@11essence.co.uk with details of the issue. We will guide you through the next steps.
