Delivery and Returns Information

ORDERS

We are a sustainable, zero waste business therefore we use where we can repurposed or recycled packaging. Your order will arrive packaged appropriately in a box that could have been previously used, so may display signs of this.

Our craft kits are packed in new branded postal boxes. If you choose the gift wrap option your items will be packed in a new branded box with ribbon, tissue paper, lavender or some seasonal decoration and attractive protective padding according to the items being sent. These will then be placed in a repurposed box to avoid damage in transit. There is a cost for this option.

For more information about our package visit our sustainability page

Yes! Gift wrapping is available and can be added to your order on the basket page.

If you would like a personalised note written in your order, please write this in the order notes section at checkout. 

Promotional codes may be issued from time to time. These can be applied to all private purchases at the time of checkout. Promotional codes do not apply for stockists.

To find out about our bespoke candles and refills click here. For any other bespoke requests contact us on orders@thelavenderhouse.rocks 

DELIVERIES

We use Royal Mail 2nd class to deliver your order. If you require an urgent delivery please email lavender.house@outlook.com for us to arrange this for you. For large parcels such as basket bags we may use other couriers to avoid high postal rates on a light but large object. We are sorry but we do not ship internationally.

Shipping cost is calculated at checkout, based on the following classes:

Letter size
£1.00 – £1.50

Small parcel
£3.00

Medium parcel
£5.10

Large parcel
£12.12

Free delivery will be applied to all private orders over £40.00
Your basket contents must amount to £40.00 in value after any discounts have been applied to qualify.

Free local delivery within 10 miles of our workshop 
If you are within 10 miles of MK45, UK. Please select free local delivery at checkout.

Free local pick-up from our workshop 
We offer free pick up from our workshop in MK45, UK. Please select free local pick-up at checkout.

Dispatch times may vary according to availability and any guarantees or representations made as to delivery times are subject to any delays resulting from postal delays for which we will not be responsible.

We will dispatch the majority of orders 1-3 working days after receiving your order confirmation. Due to the bespoke nature of some items delivery may take a little longer. Items such as made to order candles will need time for the making and curing process.
You will receive an order confirmation email then a despatch confirmation email once your order leaves us.

We are sorry but we do not ship internationally.

You will receive emails when your order has been placed and when it has been dispatched. Please check your junk mail and approve orders@thelavenderhouse.rocks as a safe sender.

RETURNS AND REFUNDS

We very much want you to be 100% happy with your purchase from The Lavender House, however if you encounter any problems please do contact us on orders@thelavenderhouse.rocks or 07736799305 and we will do our best to resolve the issue.

You have 14 days from receipt of your parcel to return any items to us. To be eligible for a return your item must be unused and in the same condition you received it. It must be in its original packaging and in a saleable condition. We can not accept a return on any products from our skincare range due to hygiene reasons.

Unfortunately we can not refund postage costs therefore you the buyer are responsible for the costs. We recommend returning all items recorded delivery. Items returned showing signs of use will be not be refunded and will be sent back to you, without refund or exchange, unless proven to be faulty from point of sale.

If the goods supplied are faulty we will refund the full amount including postage providing the customer can conclusively prove this is a genuine circumstance. You will need your receipt/proof of purchase and the original packaging. If the item is found to be faulty a full refund will be given to the customer up to 30 days after the purchase date. Thereafter no refund will be given.

If you need a replacement/exchange please bear in mind it may not be possible to find an exact match but we would endeavour to find a suitable replacement.

Contact us on orders@thelavenderhouse.rocks