Terms and Conditions
How to Order
We currently don't have the ability to take orders via this website. Please use the 'Contact' page to send us an email with your enquiries or order details or use the link (see above) to our Amazon site to place your order.
We will endeavour to create and ship our products to you in a safe and reliable manner and promptly deal with any issues you may have regarding your order. Our products are all handmade in small quantities and, as such, you may find some variations in colour, texture, fragrance and/or packaging between batches. This is a result of the high level of natural oils present in our fragrances and will not in any way affect the performance of the products in use. However, if you do have any queries, please do get in touch by email or telephone us on +44 (0)1224 943504.
Full payment to be made prior to any products being despatched.
Depending on order volumes, we normally aim to despatch orders within 2-3 working days after receipt of full payment. However, as all of our products are hand-made, we may take a little longer at certain times of year. We will notify you of expected delivery times when orders are received. Our products will normally be sent via courier (requiring a signature on receipt) therefore please ensure someone will be available to sign for it.
We reserve the right to amend our prices without notice.
Packing & Carriage
- UK Mainland:
For retail orders up to £200, packing & carriage will be charged at 10% of order value (minimum £3.90). Packing & carriage free on orders over £200.
For trade orders up to £400, packing & carriage will be charged at 10% of order value (minimum £3.90). Packing & carriage free on orders over £400.
- UK Highlands & Islands, Europe and Rest of the World:
Packing and carriage will be calculated based on order weight & volume. We will notify you of these charges as soon as possible.
Cooling-Off Period (Private Customers Only)
Private customers have the right to cancel orders for our standard products up to 14 days after the order was received. This right may not apply where the products have been personalised in any way. Products should be returned unused and in its original packaging. Shipping costs for any returns are at the customer’s expense. This 14 day cooling-off period does not apply to orders received from trade customers / business buyers.
Testers and Samples (Trade Only)
It is not our policy to give away free testers and samples. However, at our discretion, we may agree to offer testers & samples (without packaging) at discounted prices for large volume orders. On request, for orders over £500, we will supply one tester of each fragrance ordered free of charge provided they are shipped along with your order - please discuss with us at the time of ordering.
If any of our products are received in a damaged condition, please notify us immediately. We may require any such products to be returned to us at the above address together with the original packaging (reasonable shipping charges will be refunded subject to prior agreement with us). You will be offered a full refund or replacement products if you prefer.
We will not sell or pass any customer details to other parties without your permission. We may occasionally e-mail or write to you with information about our products. If you would prefer not to receive any such promotional information from us, please let us know.
All information on our website, including photographs and images (unless otherwise credited) is the property of Wilderness at Heart and may not be reproduced in whole or part without our prior written permission.