Delivery & Returns
*** IMPACT OF COVID-19 ON SHIPPING***UPDATED 23/03/20
In line with UK Government guidance issued on 23/03, online retailers are encouraged to operate as normal, since postal services are still currently operational. I am therefore still processing and shipping orders but please note I will only be shipping orders twice a week at this time (currently Monday & Thursday mornings) to limit my time outside of my home, so please allow a couple of extra days for your order to be despatched depending on when you place your order. Additionally, I will be suspending guaranteed (next day) UK delivery for now. I have also suspended untracked services in some countries during this time. Delivery times are likely to be affected for international orders as it will depend on the postal services in your country so please allow up to 6 weeks from the point of shipping before contacting me - unfortunately the delays are out of my control and I won't be able to take any action before that time has passed.
Please be assured that good hygiene practices continue with making products and preparing orders (Good Manufacturing Practice has always been fundamental - even prior to COVID-19). Thank your for your patience & understanding at this uncertain time and please stay safe.
Delivery is available within the UK and to main worldwide destinations.
My products are handmade in small batches so I only hold a few in stock at any given time which means you get fresh products! I aim to send all in stock items within 3 working days of placing your order - often sooner. You can still order some of my items that are out of stock - but you may need to wait up to 1 week before these are available to ship. I currently ship orders 3 times a week (usually Monday, Wednesday & Friday). If you're in a hurry for your products please contact me and I will do my best to accommodate you.
Please ensure your address is written correctly as I cannot be held responsible for orders not arriving due to incorrect details being provided. If you are having an order shipped to a business address, please provide the company name and ensure there will be someone available to sign for your parcel.
Rates below are shown for retail customers ordering directly through the site.
I aim to minimise shipping costs to give you the best rate, therefore, I offer standard delivery for all orders by Royal Mail 2nd class (Signed For from over £25.00 order value). Please note that Signed For is not a fully tracked service, and though you get a Proof of delivery confirmation I cannot offer any guarantees re timescales with this shipping method.
If you want a guaranteed delivery timescale and full tracking, you have the option to select Royal Mail Special Delivery on any order (excludes Saturday deliveries so orders shipped on a Friday will arrive on Monday). If you need a Saturday delivery please contact me and I can upgrade the postal service for an extra fee.
Customers in Berkhamsted - I can deliver locally for free. Please contact me at email@example.com before ordering so I can remove the shipping cost from your order.
UK rates for retail customers are as follows:
|Order value (& weight)||Delivery method||Cost|
|Standard delivery: Royal Mail Signed for 2nd Class||Free|
|Standard delivery: Royal Mail Signed for 2nd Class||£3.00 (£4.00 Signed for)|
|Up to £25||Standard delivery: Royal Mail 2nd Class||£3.00|
Any order value (max 1kg)
|Royal Mail Special delivery||£7.95|
Delivery to Europe:
Orders up to £25 value will be sent via the standard Royal Mail service. Orders over £25 will be sent via Royal Mail International Tracked / Tracked & Signed - a tracked service which aims to deliver within around 5 days of dispatch (though this isn't guaranteed so please allow up to 4 weeks for delivery). A tracked & signed service cannot be used for PO boxes or anywhere a signature cannot be taken.
Europe rates for retail customers are as follows:
|Order value||Delivery method||Cost|
|up to £20||Royal Mail Standard (not tracked)||£5.00|
|£20.01+||Royal Mail Tracked / Tracked & Signed||£9.35 or FREE over £70*|
* SPECIAL OFFER: FREE delivery over £70 (order value after any discounts are applied)
Delivery to rest of the world:
If you live in the following countries you can checkout automatically through the website:
US, Brazil, Canada, Singapore, Australia, New Zealand, Japan, India, China
For other countries, before ordering please contact me first for shipping rates as these may vary depending on destination, weight and shipping method. A tracked & signed service cannot be used for PO boxes or anywhere a signature cannot be taken. Please note that any related customs fees and duties incurred in your country will need to be handled by you. As a rough guide, delivery rates for retail customers will be as follows (based on US, other countries may be slightly higher):
|Order value||Delivery method||Cost|
|up to £20||Royal Mail Standard (not tracked)||£6.00|
|£20.01+||Royal Mail Tracked / Tracked & Signed||£10.55|
For the US & Canada, I'm also currently trialling a DHL express service which aims to deliver within 2-3 days of despatch. This service is £15.50, or £10.55 for orders from £65+.
For all countries, please be aware that shipping times (even for tracked & signed services) vary considerably by country and cannot be guaranteed as they are dependent on the destination country's postal services and customs processes, so please allow up to 6 weeks from the shipping date before contacting me in the unlikely event that you haven't received your order (I'm unable to send replacement items out or issue refunds before then).
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 for any reason, you can return your items for a refund or exchange within 14 days of receipt. All you need to do is contact me at firstname.lastname@example.org 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.
To qualify for any refund or exchange, the products must be returned and received unused (with the seals intact) 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. 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.
EVY sunscreens can only be shipped to a UK address. Any orders placed for delivery outside the UK will be automatically cancelled and refunded (based on the pound sterling amount paid as above).
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 email@example.com within 48 hours of receiving your order, quoting your order number and details of the problem. If your order is damaged, to ensure prompt resolution of any problems it is helpful please send photos and keep the original packaging materials so that I can investigate the issue with the postal service or the relevant supplier. 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 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.
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 before contacting me in the unlikely event that you haven't received your order (unfortunately I'm unable to take any action before then).