Refund policy
Returns & Delivery
Order Processing & Dispatch
We aim to dispatch all orders placed before 11:00am (Monday–Friday) on the same working day.
Orders placed after 11:00am, on weekends, or on UK public holidays will be processed on the next working day.
As a small business, there may occasionally be circumstances outside of our control (such as staff illness) that result in a delay to dispatch. In these cases, we will always dispatch orders as soon as possible.
Our working hours are Monday to Friday, 9:00am–3:00pm excluding Bank Holidays.
Delivery
Orders are delivered using reputable third-party carriers such as Royal Mail.
Delivery timeframes shown at checkout (for example, Tracked 24 or Tracked 48) are delivery estimates provided by Royal Mail and are not guaranteed delivery dates.
Delivery timeframes begin once your order has been dispatched, not from the time the order is placed.
Please note:
- Orders placed outside of our working hours will not be dispatched until the next working day
- Orders placed on a Sunday evening or outside working hours will not be delivered the next day, even if a next-day delivery service is selected
Free Shipping Exclusions
Free UK mainland shipping on orders over £125 does not apply to 20kg box orders of wax. Standard shipping rates will apply to these items at checkout.
Safe Place Deliveries
If you choose to nominate a safe place for delivery (either during checkout or directly with the carrier), you authorise the carrier to leave your parcel in that location.
Once an order is marked as delivered to a customer-designated safe place, and delivery is confirmed by the carrier (including photographic or GPS evidence where available), responsibility for the parcel passes to the customer.
We are unable to offer refunds or replacements for orders confirmed as delivered to a safe place chosen by the customer. If a parcel goes missing after delivery, this should be reported to the police.
Missing or Stolen Parcels After Delivery
Where a parcel has been marked as delivered by the carrier, including where delivery is supported by tracking updates, GPS data, or photographic evidence, this is considered successful delivery.
If a parcel is reported as missing after this point, it is considered a potential theft rather than a delivery failure.
In these cases, customers are responsible for:
- Checking thoroughly around the delivery location and any safe places
- Checking with neighbours or other members of the household
- Contacting Royal Mail for any additional delivery information
- Reporting the incident to their local police as a stolen parcel
We are unable to accept responsibility for parcels that are lost or stolen after confirmed delivery, and we cannot guarantee refunds or replacements in these circumstances.
We will, however, provide any relevant delivery information to assist with your enquiries or investigation.
Any resolution offered in these situations is at our discretion and will be assessed on a case-by-case basis.
Cancellations (Consumer Contracts Regulations)
You have the right to cancel your order within 14 days of receiving your goods, in line with the Consumer Contracts Regulations 2013. Refunds for cancellations made under this statutory right will be issued in full and are not subject to a restocking fee.
To cancel your order, please email sales@blossomoils.co.uk with your order number.
- If your cancellation request is received before dispatch, we will cancel and refund your order in full, including standard delivery costs.
- If your order has already been dispatched, you must return the item(s) to us in accordance with the returns policy below.
Returns
We do not accept returns outside of the statutory 14-day cancellation period described above. After this period, all sales are final, except where items are faulty or damaged.
Oil Products
Due to hygiene and contamination risks, oil products are only eligible for return if they are unused and unopened.
Once an oil product has been opened, it is not eligible for return, unless it is faulty.
Other Products
Other products (such as packaging or non-consumable items) may be returned within 14 days of delivery, provided they are unused and in their original condition.
Please contact us before returning any items so we can provide return instructions.
Unless an item is faulty or damaged, customers are responsible for return postage costs.
Damaged or Faulty Items
If you receive an item that is damaged or faulty, please contact us as soon as possible with:
- Your order number
- Photographs of the packaging and contents
Where an item is confirmed to be faulty or damaged, we will offer a replacement or refund and will cover reasonable return postage costs where applicable. In some cases, we may ask you to dispose of the item safely instead of returning it.
Refunds
Once we receive your returned item (or proof of return), we will inspect it and notify you of the outcome.
Approved refunds will be processed to your original method of payment within 14 days.
Please note that while we process refunds promptly, it may take additional time for your bank or card provider to apply the credit to your account.
Contact Us
If you have any questions regarding order processing, delivery, cancellations, or returns, please contact us at: sales@blossomoils.co.uk