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Additional Information
Avena Information
Delivery & Returns Information
Delivery To Within UK Mainland
Orders to within the UK. should be delivered within 5 working days of placing the order. Delivery is free on all UK orders over £250.00 There is a standard charge of £9.99 for all orders under this amount.
Unfortunately we cannot accept wholesale orders under £100.00 without a prior
arrangement. We use a local next day carrier company and Royal Mail to
deliver orders.
For UK orders off the mainland there may be a delivery surcharge. This will be calculated by the size/weight of the order. Please order and pay in the normal way and we will quote you any extra costs before processing your order.
You can also collect your order from our shop in Skipton, North Yorkshire
if you are wanting to save on delivery costs. Please e-mail for details.
We try to keep our website up to date and hold enough stock to cover all
orders, but on occasion we may be out of stock of a product you have
ordered. We
also endeavour to keep all our oils and ingredients fresh and in mint
condition, so please be aware if you are ordering in larger quantities
(Eg. 5ltrs plus of oils) we may need to order some fresh product in order
to supply you as we don't keep large quantities of perishable products. This
could result in a slight delivery delay. In this instance we will keep
you informed.
Overseas Orders
We now accept overseas wholesale orders from any country and have customers located around the globe, however our website is not set up to calculate the carriage costs. We do however have a good arrangement with DHL and can get very competitive quotes for delivery. If you are an overseas company and wanting to place an order please do so in the normal way using the website and pay at the checkout as if a UK. order. We will then obtain a quote for you on the extra carriage costs. Upon your approval and payment, we will then despatch your order or if the delivery cost is too high, we will refund you.
Dropship Orders
If you are wanting to set up a dropship account you will need to contact us to register with your company name and details. You can then use this website to place and pay for orders that we then send directly to your customers. When you get to the checkout there is the option for the dropship order, you then select postage type, fill in your customers details and pay for the item/s. We will then send the order direct to your customer on your behalf. We treat dropship orders as importantly as we do the retail orders we get on our retail site. Delivery terms and times for dropshop orders are the same as on the retail site should you need to view them, copy them for your site or to send to a customer.
Damages & Returns
We will always do our very best to ensure your goods get to you in
excellent condition but occasionally we do suffer the odd item getting
damaged in transit. If this happens please let us know as soon as
possible by e-mail including your name, address and when you placed the order plus
any order confirmations if available (the more information you supply the
easier and quicker we can find your order). If your order was sent via
Royal Mail or carrier we will claim for this damage and they will
probably want to collect the damaged goods from you so please do not return these
to us or dispose of them. We will happily replace any damages or refund
you.
If an item is faulty we may need this returning for us to look at or
return to a supplier. We will cover any postage costs incurred by you
should this be the case.
Under the UK Distance Selling Regulations 2000 you have the right to
change your mind and return any unwanted goods within 7 days (although we
allow 14 days) for a full refund to the value of the goods but we cannot
reimburse you for the postage costs for non damaged or non faulty items.
You will need to return the goods in the original packaging enclosing a copy of your order confirmation and a note of what action you would like us to take in order to enable us to issue a refund, credit note or send different product as a replacement.
Please note we cannot accept responsibility for loss or damage to goods being returned to us and you should ensure returns are packed securely and you retain proof of posting until you have a refund or replacement and the matter is closed.
Our 14 day money back promise does not mean that after this time we do
not care about our products or our customers. We are dedicated to customer
service and you can contact us at any time after you purchase for further
assistance.