Ashleigh & Burwood – Customer Service

If you have a question about an order you have placed or one you have already received, please call our Customer Services, Monday – Friday, 9.00am to 5.30pm.

Telephone: +44 (0)1932 267060

Fax: +44 (0)1932 267080

Email: info@ashleigh-burwood.co.uk

Post: Retail Sales

Ashleigh & Burwood Ltd

328-334 Molesey Road ,

Walton on Thames

Surrey

KT12 3PD

UK

How To Order

1. Select your items
Browse the site to find the items that you wish to purchase and enter the quantity. Click ‘Add to Basket’. In the top right corner of your browser you will see the shopping cart's ‘Items:’ and ‘Total:’ amounts increase each time you add a product. There will also be a Shopping Basket Review pop up box, which will display the item you have just added to the basket and give you some options to increase / decrease quantity, proceed to checkout or continue shopping. This pop up box will disappear after 5 seconds if left alone. 
2. View Basket
In the top right corner of your browser, you can click on ‘View Basket’ which will give you detailed information about the items in your Shopping Basket. On the bottom of this page you have the option to go to the ‘Checkout’, ‘Update Basket’ or ‘Return Home’. To continue shopping, click on any menu item on the page or click the ‘Back’ button on your browser.
3. Checkout
When you click on the CHECKOUT button, you will be asked to log in if you have not done so already. If you have ordered with us before, please log in and  you will be taken to the first page where you should enter your details (address, phone number etc.). You also have the option to deliver to another address. When you have completed all the delivery details, click on ‘Submit & Continue’ at the bottom of the screen. If you have not ordered with us before, please select the option 'I am a new customer' and enter your email address and follow the on screen instructions. For more information about creating an account read more...

4. Payment

Complete the payment details for your card, then click on ‘Complete Purchase’ at the bottom of the screen making sure to read the terms and conditions and checking the checkbox to confirm you have done so. If you card's bank is enrolled in an additional payment verification scheme (ie Verified by Visa / SecureCode) then this verification process form will load. Complete the details and submit to complete your purchase.

How to Log in / How to Create an Account

With the 'I am a new customer' option selected, enter your email address into the appropriate form field and click on the continue button. You will be taken to the Account Preparation page where you can then create a password. Enter your chosen password into the password field and re-enter the password in the confirm password field to confirm and click continue. Note there is also a checkbox for receiving promotional emails. Uncheck this checkbox in order to be removed from the mailing list. (You will still receive all emails pertaining to your orders through the website, i.e. order confirmation emails etc) You can also use your Facebook login details to create your account with Ashleigh & Burwood by clicking on the blue  'Use Facebook Account' button.

Do your prices include VAT?

Yes all prices shown on the website are inclusive of VAT

Do you have a minimum order?

No, there is no minimum order, although shipping charges apply for small orders. See Delivery page.

Where can I see Ashleigh & Burwood products?

We have a Store Locator where you can search for your nearest stockist or online retailer. The Store Locator can be found under the 'Home' link on the Navigation bar at the top of the webpage, alternatively it can be found under the 'Useful Information' heading at the very bottom of the web page in the footer. If you plan to visit any of the listed shops to view a particular product, please contact the shop first to ensure that the item is in stock.

How much is shipping?

Delivery charges can be found on the Delivery page.

n.b. Shipping charges and terms are subject to change without notice

Non-EU Customers

Non-EU customers should contact Ashleigh & Burwood Ltd in the first instance so that we can source the best and most cost effective delivery system for you.

How long will I need to wait for delivery?

Goods are normally despatched within 24 business hours. You should receive your order 5 – 7 business days from ordering. If you are not in when your parcels are delivered, you will be left a card, with instructions on getting your order re-delivered.

Are the products displayed on the website in stock?

Everything on our website should be in stock. If there is a stock issue however, we will contact you (usually by telephone) to update you on the situation and check what course of action you would prefer.

What methods of payment do you accept?

We accept Visa, Visa Debit, Master Card, Delta and Switch / Maestro as payment. We no longer accept cheques as a form of payment.

What do we do about breakages or damaged items?

We sell home fragrance products, so it is inevitable that the odd piece of merchandise can get broken in transit. If this should happen, please contact us so that we can arrange replacement of the damaged item.

Returns & Exchanges

You may return any item purchased for a full refund of the purchase price within 7 days of delivery to you. This may only be done by first contacting Ashleigh & Burwood Ltd by phone or email.

You will be required to cover the cost of the return postage. Refunds will be credited for the value of the goods returned.

Please ensure that you retain proof of sending any item for return.

Please note that all returns are subject to our Terms and Conditions , but these do not affect your statutory rights.