Shipping, Returns & Refunds

DELIVERY AND RETURNS

WE’RE TEMPORARILY PAUSING ALL EU ORDERS

Like many companies, we are currently experiencing issues with shipping orders to EU destinations due to Brexit, as some individual countries have brought in their own regulations regarding the shipment of cosmetic products. 

Although there are no overall restrictions for the number of beauty products that can be sent in one parcel to an EU country, we’re receiving reports that some orders have been stopped in customs because they contain over a certain number of products. These rules have been brought in by the individual country the order is being shipped to. 

This has caused a lot of confusion for delivery companies and subsequently lots of delays, and it is for this reason that we have decided to temporarily suspend any EU orders until the situation is rectified, including orders to the Republic of Ireland. This will apply whether an EU order is placed through our website or via an Ambassador. 

Hopefully, the situation will settle down once everyone gets used to the new post-Brexit delivery updates. To avoid delays and any confusion for our EU customers, we feel it’s better not to accept any EU orders until the situation has settled. 

Once we’re confident we won’t have any customs issues with EU orders, we will of course start taking EU orders again as normal. 

We will also still be processing any international orders outside of the EU, as these haven’t been affected by Brexit. 

We feel this is the best decision to make until the situation settles and thank you for your patience and support!

IF YOU ARE A CUSTOMER OUTSIDE OF THE UK AND THE EU

The rules around the importation of UK products into non-EU countries have not changed with Brexit (1st January 2021).

Any customer purchasing our products from the UK to be shipped into their own country outside of the UK and the EU may be required to pay additional Import Taxes and duties. The amount of Import Taxes and/or duty that needs to be paid will be dependent on the minimum order value rules within the country you live in.

These rules are the same as they were before Brexit and haven’t changed. So, in this instance, you will be charged these fees as normal. If you’re a customer living outside the EU, please check your country’s import taxes and custom duty rules before placing an order with us.

We hope this helps you further understand the charges you may receive depending on where you’re ordering from, and – as always – please don’t hesitate to get in contact with us if you have any questions!

RETURNS & REFUNDS

Orders that have been returned by the courier because the orders haven’t been called for, refused, or have an incorrect address, once returned to us will be refunded minus the original shipping cost. Refunds can take up to 7 days to process and show in your account.

Delivery Addresses

Please check you have entered the correct address at checkout.

Delivery addresses are entered by the customer, we accept no responsibility for this as we have no control over the address that is entered. If the wrong address is entered and the parcel is delivered, we cannot resend the parcel. If the parcel is returned back to us, we can resend the parcel to the customer if they are happy to pay for the cost of redelivery.

Please notify us within 24 hours of receiving your order if you have any queries regarding your order.

If you wish to return a product, please email us at info@eremabotanics.co.uk so we can help. We are only able to accept certain items up to 14 days from when the order has been placed.

Due to the nature of our products, there are many that we are unable to accept back due to hygiene reasons, so please contact us before you send products back to us. 

If there are any issues or you are unhappy with your order for any reason, please do not hesitate to contact us as we’ll get back to you right away with a solution, however, we cannot accept the return of used products due to personal preference (smell, taste, texture, etc.)  This is at the company’s discretion so please contact us before sending any products back to us.

Allergic Reaction Policy

We hope you have the most fantastic experience with our products. However, everyone’s skin is differently unique and as with all skincare, reactions are possible. Due to this, we are not responsible for any reaction as this is down to the individual’s skin, not the product itself.

Again, with any form of skincare or cosmetics always do a patch test and wait 24 hours, if an allergic reaction occurs, discontinue use, and seek medical advice if severe. All of the ingredients are on the product page, read them carefully to make sure you don’t have a known allergy to a specific ingredient.

Deliveries

We offer free UK standard shipping for orders over £50.

All orders placed before 13:00 PM Monday to Friday we will do our best to dispatch the same day although during busy periods this may be between 1 and 3 days. orders placed after 12 noon will be sent the following working day.

Orders placed on Saturday and Sunday will be dispatched on the following Monday.

United Kingdom:

Royal Mail 48 Hour Tracked Delivery – £3.85 – Tracked 2-3 day service.

Royal Mail 24 Hour Tracked Delivery – £5.75– Tracked 1–2-day service.

Europe

We no longer ship to countries in Europe with the exception of Ireland.

Royal Mail Tracked & Signed (5-7 working days) – Delivery is worked out at the checkout based on weight.  Please note orders to Ireland may be subject to customs charges and tax duty which you will need to pay before the order is delivered.

You must notify us if you do not receive your parcel within 30 days so we can track it with Royal Mail.  Over this period is subject to no refund.

Custom Delays

Due to the current pandemic and leaving of the EU custom delivery officers worldwide are experiencing serious delays processing custom clearance.