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Delivery & Cancellations

This section will guide you on delivery time, methods and other relevant details including carrier restrictions on certain products / products ingredients on nationally or internationally. You will also find information on what to do to cancel your existing order or if you order was cancelled, reason of cancellation and what to do next for that order.

Delivery:

All product’s weights are shown on the product details on website. Delivery is processed considering total weight and volume of the product in each order. Larger items will be shipped via courier at the standard courier shipping rate. Some fragile mosaic items and silver jewellery of higher value will be shipped via courier and insurance rate are charged with the price and that is compulsory in some cases. Delivery times given are after despatch of the order, not the day of placing.

Liquids might not be sent by air couriers (such as fragrance oils, essential oils, massage oils and room sprays). Some of our products are classed as dangerous goods because of their ingredients or the limit of quantity or percentage contains in (Pure Essential oils, Organic essential oils or products which contains alcohol such as Aroma Mists or Perfumes.) such products delivery are carried out through the carrier surface delivery only.

Premium Deliveries:

A faster dispatch service is available on orders at an extra cost per order (exceptions apply). The option for a Premium Dispatch is present in the shopping cart and when clicked, the charge will be applied to the order. Premium dispatch means that the order will be shipped (US orders only) on the same business day if it is submitted and paid for in full by 1pm on that business day. Orders placed after 1pm with the premium dispatch option selected will be sent for delivery on the next working day. If the order is not dispatched within the committed time, automatic refund will take place for the Premium dispatch service charge. (Premium dispatch is available for export orders but not large orders needing a pallet delivery. Dispatch with 48 hours). We reserve the right to review any order and refuse a premium dispatch service should it not be possible for us to fulfil i.e. due to any unforeseen reason or problem with the carrier In such instances, a refund of the service charge will be issued. We send all orders for an over-night courier service. We aim for committed delivery once the order is ready, however we may reserve 2-3 business days on average for order processing and preparation. On occasion these times may be extended. We notify of any changes to dispatch times on the website on the home page if the delay exceeds an extra business day. Should you need any information on current dispatch times, please contact us via telephone, chat or email. We advise to provide a mobile telephone contact number when placing an order as the courier system sends automated text notifications with estimated delivery times on dispatch. We use a courier door-to-door service for all our deliveries. Buyers are obliged to provide us with full accurate delivery address and a contact telephone number (ideally a mobile telephone number). Courier deliveries take place Monday-Friday, 7.30am – 5.30pm (excluding bank holidays). On occasion, the couriers can deliver outside of these hours, however this is usually at their discretion and it is not a service that can be purchased from Denril.

Please always check your email confirmation as the shipping address on the confirmation will be the one, we will pass on to our courier service provider. If you have any special instructions for your delivery i.e. specific delivery times, safe place around your property or a neighbour that will take the delivery if you are not available, please include such details in order comments. If special instructions are provided post-dispatch of the order, we cannot guarantee the courier will receive them in time, which may delay the delivery. The courier will attempt the delivery on two consecutive business days. If the delivery fails both times, the goods will be returned to the local depot or your local pick-up shop. Please contact us or follow the instructions on your missed-delivery card to complete the delivery. Should we need to schedule a re-delivery at this stage, we reserve the right to issue a redelivery charge +VAT per consignment. The courier system also offers an option for the order to be delivered to self-pick-up shop local to the delivery address. This option is accessible via the courier’s automated email/ text message sent to the customer upon dispatch. Once a pick-up shop option is selected this cannot be cancelled and the order will be delivered to the requested location. The order cannot be re-delivered to an alternative address from there. It must be collected by the customer. The collection will be successful if the customer can provide a photo ID and a proof of address – the names and addresses must match the details on the delivery label on the parcel as otherwise the order will not be released. Self-Pick-up shops usually hold orders for 5 days before they are returned to the sender. Should an unauthorised return take place and/ or a redelivery is requested, return/ redelivery fee may be charged.

Pallet Deliveries:

On some occasion an order must be shipped via a pallet freight company. The customer will be advised of this upon dispatch and a delivery date will be agreed then. Commercial pallet deliveries are made on a curb-side basis. The delivery is not timed; however, the freight company usually will telephone an hour before the delivery is to take place. If the pallet arrives at the destination and no-one is there, the driver will contact the number provided by the customer and usually wait for around 10 minutes. If they cannot reach the customer, they will contact us to advise on this. If a redelivery is booked after the 1st attempt, some additional charges + VAT redelivery fee for this service and for any consecutive redelivery on the same consignment may apply.

Cancellations

If you wish to cancel your order, please inform customer service immediately. You will get confirmation of cancellation and the refund will be processed for the cancelled order. If you cancel your order after it had already been dispatched, but it is still on the way to destination, we will stop the delivery, however there will be a deduction of carriage charge from the overall refund for the cancelled order. If you wish to cancel the full order or any part of an order after you have already received it, you have the right to do so within defined duration printed on invoice of the delivery date of the order. In such case, please contact us so that we can provide you with a Returns Form to fill in and include in the return. Please note, there will be no reimburse of the return postage charge or the initial delivery charge. You need to return the goods at your own cost. If you wish to use our collection service, there will be some collection fees for the service. Once the order is returned, refund will be processed to your original method of payment with the deduction of any postage charges incurred. The goods should be unopened and in their original packaging. Please note returns on customized goods not accepted.

FAQs

How do I check whether my order placed successfully and what happened to delivery?

Here are the tell-tale signs:

  • When you’ve finished, an order number appears on your screen. (Keep a note of this in case you have any questions later.)
  • We’ll ping you a confirmation email just to reassure you. (If you can’t find it, check your Junk folder as it might be hiding in there.)
  • If you ordered and paid online, you can also head to Your Account and check your recent orders.

Can I add something to an existing order?

Actually not. If you’d like to buy new items, you’ll need to place a new order.

How can I pay for my item?

We take all sorts of cards and payment methods. see details

What if I’m not in for a home delivery?

Get in touch if you need to rearrange your delivery.

We may not always be able to leave an order in a safe place or with a neighbour. A signature may be needed for high value orders or those delivered via our delivery partners.

If you’re not in to receive a delivery our driver may take a photograph of your address.

We’re on the phone: 8am-8pm weekdays
We’re on Live Chat: 8 am-11.45pm weekdays

What if I order both large and small items?

The quickest way to get them to you is with separate deliveries. (Don’t worry – you only have to pay the one delivery charge if possible.) Just check your order confirmation email for more info.

 
Should you have any questions ?            Contact us