FAQs

Who are Artisan Aromas?

We pride ourselves on being different. We are a small, artisan chandlery based in the Cotswolds. We manufacture 100% natural home fragrance, wellbeing and organic bath/body products.  Our products are scented using generous quantities of pure essential oils, carefully chosen and blended for their therapeutic benefits to enhance your mood.

We are passionate about protecting the environment and supporting local UK businesses.  Whilst our products are individually handmade using the finest ingredients, they are fairly priced and offer value for money.  To find out more about us, click here.

Why natural ingredients?

Many of the candles sold in the UK are made using chemical ingredients such as paraffin wax (or a combination of vegetable and paraffin wax), they have metal cored wicks and are scented using artificial fragrances. When lit, these candles produce toxic chemicals that can damage your health.  

We believe home fragrance and bath products should be made from natural ingredients, not synthetic chemicals. We offer an alternative to many of the established home fragrance brands with our gorgeous range of 100% natural and biodegradable products.  We use the finest sustainable ingredients such as GM-free soy wax and pure essential oils that not only smell amazing but carry powerful therapeutic properties to transform your mood and enhance your wellbeing.  To find out more about our ingredients, click here.

How do I contact Artisan Aromas?

E-mail: hello@artisan-aromas.co.uk  

Telephone: 07790 387009

Post: Artisan Aromas Ltd, 6 Youngs Orchard, Stroud, Gloucestershire GL5 2RU

The telephone enquiry line is available between 09.00 and 17.30 Monday to Friday (excluding Bank Holidays).  Please note that during busy periods your call may be diverted to an answer phone. Please leave your name and number and we will endeavour to return your call as soon as possible.

Do I have to order online?

Any item featured on our website can be purchased by placing a telephone order by calling our Customer Service team on 07790 387009, they are available Monday to Friday between 09.00 and 17.30 (excluding Bank Holidays).

Simply select what you would like to purchase, call us to place and pay for your order and have it delivered to an address of your choice.

What payment options do you accept?

We accept Visa, Delta/Connect, Visa Electron, Maestro, Solo, MasterCard or PayPal (online only).

Your order has been accepted when goods have been despatched.  All prices stated are not currently subject to VAT so the total cost of the order is the price of the products ordered plus the delivery charge if applicable.

All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card raises any alerts due to discrepancies with your payment then we will notify you by email.

Is our website secure?

All online purchases take place in a safe environment using the latest security technology to protect our customers.

Sensitive information such as your credit card details, name and contact details are encrypted to ensure your orders remain private and protected over the Internet. We accept orders only from web browsers that permit communication through Secure Socket Layer (SSL) technology. This means you will only be able to place an order through a secure connection and information passed between your computer and our website cannot be read in the event that someone else intercepts it.

If you have any questions regarding our credit card security policies please contact Customer Services on 07790 387009 Monday to Friday between 09.00 and 17.30 (excluding Bank Holidays).

What is your privacy policy?

We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998).

We collect information about you for two reasons: firstly, to process your order and secondly, to provide you with the best possible service. We will not email you in the future unless you have given us your consent. We will give you the chance to refuse any marketing email from us.

We will never collect sensitive information about you without your explicit consent. The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly.

How much is delivery to UK and Europe?

UK Delivery

Our standard delivery is £3.99, please allow 2-3 working days for your order to arrive.

Overseas Delivery

Please see below for delivery charges:

Zone 1 - Belgium, France, Germany, Luxemburg, Netherlands

Delivery cost (per item) - £15

Expected Delivery 2-7 days

Zone 2 - Austria, Denmark, Liechtenstein

Delivery cost (per item) - £15

Expected Delivery 3-7 days

Zone 3 - Czech Republic, Italy, Slovakia, Spain

Delivery cost (per item) - £20

Expected Delivery 4-7days

Zone 4 - Estonia, Finland, Hungary, Poland, Portugal, Slovenia, Sweden

Delivery cost (per item) - £20

Expected Delivery 4-7 days

Can you deliver to a BFPO Address?

Yes, we can ship to a BFPO address. All BFPO addresses must be registered as UK, rather than the country you are posted in.

What happens when I place an order?

When you place an order on our website we will email you an acknowledgement which will confirm all relevant details. This acknowledgement is not acceptance of your order, which is at the point of despatch.

We may need to refuse an order, which may result from one of the following reasons:

  • The product ordered being unavailable from stock

  • We cannot obtain payment authorisation from your card issuer

  • Errors within the product information including price or promotion

If there are any problems with your order we will contact you. While we will look to resolve any difficulties quickly and look to reach a mutually acceptable solution, we need to state that the contract is governed by the laws of England and any dispute between us will be resolved exclusively in the courts of England. Your statutory rights are not affected. 

While we take all reasonable care, in so far as in our power to do so, to keep the details of your order and payment secure. However, in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the website.

When is payment taken?

When an order is placed the funds for the order are reserved with your card issuer. The funds are not physically debited until the order is despatched.

Payment can be declined by your card issuer at this time, we will advise you if this occurs via email to the address stated on your order.

Can I add to or edit my order?

Once you have placed an order and you receive a acknowledgement email we are unable to add to your order. However we can remove or amend items within 12 hours of placing your order. 

How is my order delivered

Orders will be delivered by courier within 7 working days of despatch depending on your location.  You will receive a delivery notification via email and/or SMS from our courier.  Unfortunately we are unable at change a delivery address once an order has been despatched.

How long does delivery take?

We aim to deliver orders within one working week, however delivery will usually take place within 48 hours from the date of despatch. Please note that if an order is placed outside of business hours (Monday to Friday between 09.00 and 17.30 excluding Bank Holidays) your order will processed on the next working day and the estimate of a week should be taken from then.

You will receive an email and/or an SMS notification from the courier advising you of an Estimated date of arrival. 

If your order is for delivery to Northern Ireland, the “Highlands and Islands” or EU please allow extra time for delivery.

How do I return an order or item?

We hope you are happy with your order. If for any reason you would like to return or exchange an item, you can do so unused and in a saleable condition within 28 days of purchase for a full refund. Please visit our Delivery & Returns section for full details of our returns policy and exceptions. 

Please return all items by post. Please note that this service is not free and you will be required to pay any postage costs incurred. When returning an item by post, please ensure that you complete and include the Order Invoice with your items.  

If you would like to discuss the exchange or return of any item, please email customer service or telephone us on 01749 686868, Monday to Friday between 09.00 and 17.30 (excluding Bank Holidays).

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