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Terms of Business

Ordering and payment:

  • Published prices do not include shipping charges.

  • All prices are in GBP

  • Special orders may be subject to service charges

  • Visa, MasterCard and American Express are accepted.

  • We do not include invoices or receipts in orders to minimise paper waste. All customers will receive a receipt via email. 

Promotional Offers:

  • Sale prices will be indicated on each product online and in the shopping cart when applicable. Promo codes are not available to use during sale periods.

  • If you're applying a promo code please enter this in the appropriate section during checkout. 

  • Discounted prices will be live for a limited time only as specified online.

  • Only one promo code can be used at a time

Shipping and Delivery:

  • We currently ship within the UK and Europe

  • It is the responsibility the customer to provide the correct delivery details. Unfortunately we cannot be liable for incorrect details nor will we be able to refund order or send a new one out unless purchased again.

  • Shipping rates are fixed and added to your cart during the checkout process.

  • We offer 1st class signed for within the UK which usually takes 1-2 business days however due to COVID-19 Royal Mail is still operating with some delays. Royal Mail are currently only carrying out contactless deliveries. If you have not received your order within 10 days please contact us via email (hello@organicoilsbyhema.com) and we will look into this for you. Organic Oils by Hema's policy is to offer a refund or replacement of order after 14 days of no delivery from Royal Mail.  

  • All orders are sent via Royal Mail within the UK and EU. If they are unable to deliver, they will leave a red card for you to collect the package from your local post office. 

  • For EU orders we use a tracked and signed for service. If you miss the delivery and the package is not collected from the local post office in the allocated time, the postal service will return it back to us in the UK.  Once we have received this we can either issue a refund or post another item out to you.

  • Due to  BREXIT all EU orders are subject to custom charges. Once customs contacts you for payment then only will they release your package. It is the customer's responsibility to pay all taxes, Organic Oils by Hema does not include these taxes in the total cost of the order. Should you decide not to pay the taxes, the package is usually sent back and upon receipt a refund will be processed. We cannot offer a refund until we have received the item back.

  • All orders should be checked upon receipt and any problems should be reported via email within 48 hours of receipt of shipment. We do require evidence of any issues such as damage to outer packaging or with products (cracks, spillage etc) without this we cannot make a claim through Royal Mail and you may be refused a replacement or refund if you are not able to provide photographic evidence when requested.

Returns

  • We accept returns on most purchases if returned in the condition in which they were sold within 14 days. You must not remove the seals from the product. Free returns is not currently available at this time. To return an item contact us via our contact form. We will ask you to ship the return back to us via a signed for service. Once we receive the product you will receive a refund within 3-5 working days. This does not apply to our lip butters and foot scrub or hair brush for hygiene reasons.

  • If there are any manufacturing fault with the product please contact us by email to notify us with images attached.

  • Any faulty claims should be sent to us within 48 hours of receipt of product. 

  • Once the claim has been reviewed, and if appropriate, a replacement will be sent out to you within 2-3 days. 

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