General Questions

Of course we can! Our Product User Guides offer lots of useful information, but if you still need support we’re more than happy to help, please contact us here.

If you’d like to find your nearest stockist, you can use our Store Locator. We recommend that you contact the first before visiting to ensure that the product is in stock and your journey isn’t wasted.

My Account

To update your personal details, sign into your account by clicking Login at the top of the page. Once you have successfully signed in, click onto your name, and select My Account from the dropdown list. From here you can update your contact information: name, email and password, as well as your billing and delivery address and amend your marketing preferences.

If you have forgotten your password, all you need to do is click on the Login/Register button at the top right of the page, and click Lost Your Password? under the login button within the Sign In popup window. You will then be sent an email from us to reset your password.

We use Secure Socket Layer (SSL) encryption provided by GeoTrust, so you can rest assured that your personal details are stored privately and securely. We will never pass your personal information to any third party. If you’d like more information, please visit our Privacy Policy page.

There is an unsubscribe link on all of our newsletters, and you can also unsubscribe at time by signing into your account on our website, click onto your name and select My Account from the dropdown list. Go to the Newsletters section of the dashboard, click edit and uncheck the general subscription option. To confirm click the save button.

Orders and Delivery

No, there is no minimum order amount. However, please be aware that shipping charges still apply for orders under £50. Check out our Delivery page for more info.

Once an order has been completed and paid for, additional products cannot be added to your order, a new order must be placed. If you wish to change your order or cancel the whole order, then please Contact Us immediately. We will be unable to cancel or amend your order if the products have already been prepared for delivery or have been already been dispatched.

All products displayed on our website should be in stock unless otherwise stated. In the unlikely event that we experience a stock issue after you’ve placed your order, we will get in contact to inform you and discuss your preferred course of action.

We understand the importance of trying a fragrance before purchasing, however this is not a service we currently provide. If you contact us via any of the methods on our Contact Us page, and we will do our best to help you choose a fragrance.

Our courier service will alert you via email to let you know once your order has been dispatched and will also email you updates of your order right up to the point of delivery.

If it has been longer than 5 working days since you placed your order and you’ve still not received it, please Contact Us so that we can help resolve the issue.

For information on shipping costs, please see our Delivery page.

Once your order has been dispatched from our warehouse and loaded onto the GFS system you will be emailed with your unique 14 digit tracking number and details of your allocated 1 hour Estimated Time of Arrival (ETA) window. You can use this tracking number to track your parcel on their website www.justshoutgfs.com.

Orders are normally despatched within 24 business hours. You should receive your order 2 – 3 business days from ordering. However, please allow up to 5 working days for UK delivery or 10 working days for EU delivery.

Yes, our deliveries require a signature upon delivery.

We can leave your order with a neighbour or in a safe place if you tell us to do so. If you are not sure that you will be at the delivery address to accept and sign for your delivery please add a short message instructing us where to leave your package in the customer comments section of your order.

Returns and Refunds
(change of mind)

Please note that we only accept returns of items purchased through our website. If you purchased your items from a stockist, you will need to contact the store where you originally purchased your item from.

To be eligible for a return or exchange, please ensure your item is unused and in the same condition that you received it. It must be returned in its original packaging. You will also need to have the receipt or proof of purchase (your order number will be sufficient).

You have 30 calendar days to return an item from the date you received it. You will be responsible for paying for your own shipping costs and for returning the goods to us. Shipping costs are non-refundable.

PLEASE NOTE: Due to the nature of our home fragrance products and recent legislation regarding the transport of liquids, Royal Mail will be unable to ship your returns back to us. By law you will be required to use a different courier who can handle products of this type.

Once we receive your item(s), we will inspect the goods and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item.

If your return is approved, we will initiate a refund to your original method of payment. You will receive the credit within a certain amount of days, depending on your card issuer’s policies.

Returns and Refunds
(damaged or faulty)

If you purchased your items from a store, you will need to contact the store where you originally purchased your item from. We can only accept returns where the original purchase was made via our website.

If an item has been delivered to you damaged or you discover it is faulty please get in touch with us via one of the methods listed on our Contact Us page and our customer service team will assist you.

Usually, our Customer Service Team will require that you document any damage or faults with the product, ideally with photographs that show the damage and include them in an email to us at [email protected]

You have 30 calendar days to return an item from the date you received it. You will be responsible for paying for your own shipping costs and for returning the goods to us. Shipping costs are non-refundable.

PLEASE NOTE: Due to the nature of our home fragrance products and recent legislation regarding the transport of liquids, Royal Mail will be unable to ship your returns back to us. By law you will be required to use a different courier who can handle products of this type.

Once we receive your item(s), we will inspect the goods and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item.

If your return is approved, we will initiate a refund to your original method of payment. You will receive the credit within a certain amount of days, depending on your card issuer’s policies.

Pricing and Payment

Yes. All prices shown on our website are VAT inclusive.

We accept Visa, Visa Debit/Delta, Visa Electron, MasterCard, Maestro, American Express and PayPal as payment.

Absolutely! We use Secure Socket Layer (SSL) encryption provided by GeoTrust, so you can rest assured that communications are private and secure. Card payments made on our site are processed by SagePay for fast, reliable and secure payment.

Offers and Discounts

The best way to find out about our latest offers and promotions is via our newsletter. If you haven’t already signed up, scroll to the bottom of the page and enter your email address under Newsletter and subscribe! We’ll even give you 25% off your next order.

To redeem a discount code, simply enter a valid Ashleigh & Burwood discount code in the ‘Have a Coupon?’ box found on the checkout page above the ‘Place Order’ button or in the ‘Have a Coupon?’ box at the bottom of the page when viewing your cart. Only one discount code may be used per order and they may not be redeemable against items which are already reduced.

Ethical & Environmental Concerns

No, none of our products are tested on animals. If you’d like any more information, please see our Ethical Policy below.

In our products you will find that natural and synthetic ingredients are used alongside each other to produce the most safe and effective product for you to enjoy, a practice that is standard across the Home Fragrance industry.

All chemicals, synthetic oils, essential oils and other ingredients we use are strictly regulated by the EU, and we fully comply with these regulations when developing and producing all of our products, taking into consideration the potential harmfulness of an oil or chemical in its original state and its effect on us and the environment when in use. Many natural essential oils have powerful effects on the mind and body, and can be harmful when used at an incorrect dosage or dilution. In some cases, a synthetic alternative can be the safer choice.

We recommend our Aromatherapy Lamp Fragrances, for use with our Fragrance Lamps, which combine natural essential oils with our normal alcohol base.

Our orders are packaged using biodegradable loose fill, manufactured from GM-free sustainable raw materials in a low energy process and is 100% biodegradable and compostable.

Ethical Policy

This is the Ethical Policy of Ashleigh & Burwood. It is based on extensive research and reflects the company’s concerns about human rights and the environment. It also informs our choice of client, partners and suppliers.

HUMAN RIGHTS

Through our activities, we seek to support the principles of the Universal Declaration of Human Rights. In line with this, we will not purchase from, or supply to:

  • any government or business which fails to uphold basic human rights within its sphere of influence
  • any business whose links to an oppressive regime are a continuing cause for concern

THE ARMS TRADE

We will not supply to, or purchase from, any business involved in:

  • the manufacture or transfer of armaments to oppressive regimes
  • the manufacture of torture equipment or other equipment that is used in the violation of Human Rights

CORPORATE RESPONSIBILITY

We advocate support for the Fundamental International Labour Organisation Conventions. In line with these, we will seek to support businesses which take a responsible position with regard to:

  • fair trade
  • labour rights in their own operations and through their supply chains in developing countries

We will not support:

  • irresponsible marketing practices in developing countries
  • tobacco product manufacture n.b. Our two key partners have passed and comply with SA8000 (Social Ordered)

GENETIC MODIFICATION

We will not supply to, or purchase from, any businesses involved in the development of genetically modified organisms (GMOs), where, in particular, the following issues are evident:

  • uncontrolled release of GMOs into the environment
  • any negative impacts on developing countries; in particular, the imposition of ‘Terminator’ technologies
  • patenting; in particular, of indigenous knowledge
  • cloning; in particular, of animals for non-medical purposes

ECOLOGICAL IMPACT

We will not supply to, or purchase from, any business whose core activity contributes to:

  • global climate change, through the extraction or production of fossil fuels
  • the manufacture of chemicals which are persistent in the environment and linked to long term health concerns
  • the unsustainable harvest of natural resources, including timber and palm oil

Furthermore, we will seek to support businesses involved in:

  • recycling and sustainable waste management
  • renewable energy and energy efficiency
  • sustainable natural products and services, including timber and organic produce
  • the pursuit of ecological sustainability