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Frequently Asked Questions

General

I NEED SOME PRODUCT ADVICE, CAN YOU HELP?

Of course we can! We're more than happy to help out with any queries you may have. Find out how you can Contact Us here.

AM I ABLE TO PURCHASE ASHLEIGH & BURWOOD PRODUCTS LOCALLY?

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

YOUR ACCOUNT

HOW DO I UPDATE MY DETAILS?

To update your personal details, sign into your account by clicking Sign In 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.

I'VE FORGOTTEN MY PASSWORD, WHAT SHOULD I DO?

If you have forgotten your password, all you need to do is click on the Forgotten? link under the login button within the Sign In popup window. You will then be sent an email from us to reset your password.

ARE MY PERSONAL DETAILS SECURE?

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.

HOW DO I UNSUBSCRIBE FROM THE EMAIL NEWSLETTER?

There is an unsubscribe link on all of our newsletters, and you can also unsubscribe at any 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

IS THERE A MINIMUM ORDER AMOUNT?

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

HOW DO I CHANGE OR CANCEL MY ORDER?

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.

ARE ALL THE PRODUCTS DISPLAYED ONLINE IN STOCK?

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.

AM I ABLE TO RECEIVE FRAGRANCE SAMPLES?

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.

HAS MY ORDER BEEN DISPATCHED?

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.

I HAVEN'T RECEIVED MY ORDER. WHAT SHOULD I DO?

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.

DELIVERY

HOW MUCH WILL IT COST TO SHIP MY ORDER?

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

HOW CAN I TRACK MY ORDER?

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.

HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?

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.

WILL I NEED TO SIGN FOR MY ORDER?

Yes, our deliveries require a signature upon delivery.

I WON'T BE IN TO SIGN FOR MY DELIVERY, CAN IT BE LEFT WITH A NEIGHBOUR OR IN A SAFE PLACE?

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.

I WASN'T IN TO SIGN FOR MY DELIVERY, WHAT WILL HAPPEN TO MY ORDER?

DPD have the following procedure in place should no one be available to sign for your parcel:

DPD will take the delivery out on Day 1. If they leave a card the item will automatically be taken out following day.

On Day 2 if they are not successful in delivering again they will leave another card.

On Day 3 if the third attempt is not successful DPD will deliver to the nearest DPD Pickup point. A card will be left detailing where they have left it and advising how long you will have to collect it. A Predict message will also be sent advising the same.

If you have given DPD a mobile or email address they will send you a prompt after Day 3 and on Day 7 to remind you that you have something to collect.

If the parcel has not been collected in the time allotted the DPD driver will collect and return the delivery to the sender.

RETURNS & EXCHANGES

For information regarding returns and exchanges, please see our Returns page.

PRICING & PAYMENT

DO YOUR PRICES INCLUDE VAT?

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

WHAT METHODS OF PAYMENT DO YOU ACCEPT?

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

IS IT SAFE TO USE MY DEBIT OR CREDIT CARD TO PURCHASE FROM YOUR SITE?

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.

HOW DO I USE MY LOYALTY POINTS TO PAY FOR AN ORDER?

In the Payment Method section of the Checkout, under Apply Loyalty Points enter the number of points you would like to redeem in the box.

OFFERS & DISCOUNTS

HOW CAN I BE NOTIFIED ABOUT THE LATEST OFFERS AND PROMOTIONS?

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 10% off your next order.

HOW DO I USE MY DISCOUNT CODE?

To redeem a discount code, simply enter a valid Ashleigh & Burwood discount code in the ‘Apply Discount' box found on the checkout page above the ‘Place Order' button or in the ‘Apply Discount' 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.

WHAT ARE ASHLEIGH & BURWOOD REWARDS?

Ashleigh & Burwood Rewards are our way of giving something back to you, including our Loyalty Points scheme and the opportunity to receive Discount Codes for your orders. Please visit our Rewards page to find out more.

ETHICAL & ENVIRONMENTAL CONCERNS

ARE YOUR PRODUCTS TESTED ON ANIMALS?

No, none of our products are tested on animals. If you'd like any more information, please visit our Ethical Policy page.

ARE YOUR PRODUCTS SUITABLE FOR VEGANS?

Yes, all of our products are suitable for vegans.

ARE YOUR PRODUCTS MADE FROM NATURAL INGREDIENTS?

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.

If you are concerned, and would prefer to use only natural fragrance oils, our amora™ Essential Oil Blends are 100% pure and 100% natural. Simply fill an amora™ Scent Hub with deionised water, add just a few drops of your chosen essential oil blend, and you will enjoy a completely natural aromatheraputic experience. We also recommend our Essential Oil Lamp Fragrances, for use with our Fragrance Lamps, which combine natural essential oils with our normal alcohol base.

DO YOU USE BIODEGRADABLE PACKAGING?

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.