Delivery & Returns

DELIVERY

NB. For overseas customers, UK VAT (20%) which is included in the prices shown on the website, will be removed from the product prices at checkout.

EU orders: From 1st July EU orders under an order value of 150 Euros (approx £125 depending on prevailing exchange rate) will be sent on a tax paid basis. For more detail see below 

Last dates for deliveries before Christmas:

Place orders by:  Countries
Sun 5th Dec  Australia, NZ, Asia, South America
Sun 12th Dec US, EU
Weds 15th Dec Norway, Switzerland
Sun 19th Dec UK

 

The last day for processing orders this year is Weds 22nd December 2021 (orders placed after the dates above will arrive after Christmas). Any orders placed after 22nd Dec will be shipped from 4th January 2022.

General delivery info (all countries):

  • I ship most orders twice a week (currently Monday & Thursday mornings) except for orders to EU, Israel and Russia
  • I currently ship EU orders once a week on Monday mornings (this will hopefully increase based on order volumes), so bear this in mind when ordering
  • during sale periods, order processing may take longer, so please allow extra time for your order to be despatched
  • delivery delays are still to be expected due to COVID-19. Service updates from Royal Mail can be found here - please check your country status before ordering, as the situation is constantly evolving 
  • standard delivery (Royal Mail Tracked / DHL Connect [EU]) and express delivery (DHL Express or Special Delivery [UK]) options are available for most countries
  • delivery timescales with standard services are variable and aren't guaranteed - please allow up to 3 weeks (UK) / 6 weeks (rest of world) for your order to arrive, though orders usually arrive faster than this
  • for a faster / guaranteed delivery, select the DHL express option at checkout - contact me for a quote for other countries not shown at checkout
  • ensure your address is written correctly as I cannot be held responsible for orders not arriving due to incorrect details being provided
  • If your order is returned to me due to a failed delivery attempt / incorrect / incomplete address or unpaid VAT / fees and you:
    • request a refund, the refund will only cover the cost of the items - the shipping cost will not be refunded
    • wish for it to be re-sent, an additional shipping fee will be charged
  • If you are having an order shipped to a business address, provide the company name and ensure someone is available to sign for your parcel
  • good hygiene practices continue with making products and preparing orders (Good Manufacturing Practice has always been fundamental - even prior to COVID-19!)

UK delivery (incl Northern Ireland):

Standard delivery: for all orders is by Royal Mail Tracked 48 - fully tracked service. Delivery aim - usually 2-3 working days from despatch (but could be longer in some cases)

Express delivery: Royal Mail Special Delivery - guaranteed next day delivery and full tracking, (orders will still only be shipped on a Monday or Thursday).

Delivery method Cost
Local delivery (Berkhamsted only) FREE
Standard delivery: Royal Mail Tracked 48 (orders over £60) FREE
Standard delivery: Royal Mail Tracked 48 (orders under £60)

£3.95

Express delivery : Royal Mail Special D  £7.95 (£3.95 for orders over £60)

 

International delivery:

Standard (Tracked via Royal Mail, DHL Connect in EU) and express (via DHL express) delivery options are available for most countries.

All orders placed by customers in countries outside UK & EU are despatched on a DDU (delivery duty unpaid) / DAP (delivered at place) basis. This means you are responsible for paying local taxes / customs duties and associated (handling) fees directly to the delivery carrier before they deliver your parcel. 

European delivery:

When EU customers place orders through this store up to an order value of 150 Euros (approx £125 depending on prevailing exchange rate, after discounts applied and before tax, shipping), VAT at your local rate will be collected at checkout via the IOSS scheme. There will be no further charges to pay upon delivery, and accelerated customs clearance! Currently it's not possible to place orders over this value for the EU, however this will change very soon!

Other European countries outside of EU will need to pay local taxes / associated handling fees when your parcel arrives in your country.

Standard delivery: DHL Connect (EU) a tracked service, delivery times are not guaranteed. Delivery aim - 1-2 weeks. Royal Mail Tracked or DHL express (rest of Europe)

Delivery method Cost
DHL Connect (usually 1-2 weeks from despatch) £12.95 - £14.95*

 * £12.95 in Austria, Belgium, Czechia, France, Germany, Ireland, Luxembourg, Netherlands, Poland. All other EU markets are £14.95

Delivery to rest of the world:

Automatic checkout through the website is currently available for:

US, Canada, Brazil, Israel, Singapore, Australia, New Zealand, Japan, India, South Africa, Russia

For other countries, please contact me before ordering for shipping rates as these vary depending on destination, weight and shipping method. 

Delivery method Cost
Express shipping: DHL Express (2-4 working days - US/Canada)* £18.95*
Standard shipping: Royal Mail Tracked (rest of world) £11.95 - 12.95
Standard shipping: Other carrier - tracked (select countries) £9.95 - 14.95
Express shipping: DHL Express (rest of world) £25.00*

 * a surcharge may be applicable for DHL shipping to remote destinations / some countries. If this is the case for your location, I will contact you before your order is processed to confirm if you still wish to proceed

 

RETURNS

As a small, independent business, customer service is extremely important to Apothaka® and I want you to be delighted with my products, which is reflected in my return policy.

If you're not happy with your purchase, you can return unopened items for a refund or exchange within 14 days of receipt. I'm unable to refund items that have been opened. Contact me at hello@apothaka.com within 48 hours of receiving your order, quoting your order number and your reason for returning any items. Please wait for an acknowledgement which will explain how to return your items.  Orders can also be cancelled and refunded prior to them being shipped if you contact me to request this, though this won't be possible once the order has been processed.

To qualify for any refund or exchange, the products must be returned and received unopened in their original packaging and in the same condition of dispatch/receipt. For refunds, I will refund the original price paid and the cost of the standard delivery if you paid for delivery (but not any additional cost of premium delivery option chosen).

Please note that unless the products are deemed faulty / damaged, the cost for returning products is the responsibility of the customer. All returns must be sent by Royal Mail Signed For delivery so that you can obtain a tracking number. The items can't be treated as returned & eligible for a refund / exchange until I have received them and checked the condition of the items. 

Replacements / refunds will be processed within 14 days of receipt and checking of the returned items. Refunds can only be made via the original payment method. If gift cards have been used for payments, the refund will be applied back to the gift card. Refunds for products given as a gift can only be given to the original purchaser.

If a free gift was included this must be returned with your item or the value of the gift will be deducted from the refund. 

If you used a promotional/discount code and your order no longer qualifies, the promotional/discount value will be deducted from your refund. 

If your order value after returning your item(s) no longer qualifies for free shipping, delivery charges will be deducted from your refund.

Gift cards, samples, sale items and free items are non-returnable.

International customers please note: refund values are given based on the UK Pound Sterling amount originally paid (NOT the customer's local currency equivalent). I cannot be held responsible for any resulting currency fluctuations that occur between the order confirmation and the processing of a refund.

Damaged or missing items:

I always ensure that orders are carefully checked and packed in a condition suitable for posting, and that they should reach you undamaged. However, if this is not the case, please contact me at hello@apothaka.com within 48 hours of receiving your order, quoting your order number and details of the problem. If your order is damaged, please send photos and keep the original packaging materials so that I can investigate the issue with the postal service or the relevant carrier. Please wait for an acknowledgement which will explain how to return your items.  

To qualify for a refund or exchange on faulty / damaged products, the products must be returned unused (with the seals intact) in their original packaging and in the same condition of dispatch/receipt within 30 days.

I will cover the costs of returning any faulty / damaged items. All returns must be sent by Royal Mail Signed For / tracked delivery so that you can obtain a tracking number. The items can't be treated as returned & eligible for a refund / exchange until I have received and checked them. 

Replacements / refunds will be processed within 14 days of receipt of the returned items.

Lost items:

Delivery times / customs processing times are highly variable (especially during COVID-19) and out of my control so please ensure you allow up to 6 weeks from the shipping date for parcels sent via standard delivery before contacting me in the unlikely event that you haven't received your order (unfortunately I'm unable to take any action before then).