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Here at Herbal Apothecary we are committed to delivering the best possible service for our customers. We want you to be fully satisfied in all your interactions with us.
If you do feel that we have fallen short in any aspect of our work, please let us know and we will do our best to put it right.
Shipping & Delivery
Once an order has been placed and paid for on the website, we aim to get this processed and dispatched within 24 hours, providing the stock is available. Depending on the delivery service chosen at the checkout, UK mainland orders should arrive 1-5 days after this point. Delivery times for international orders will vary according to country.
If you have chosen a trackable delivery service, you will receive an email with tracking details for your consignment – this way you can stay up to date with the progress of the delivery. Please note that standard Royal Mail delivery sevices are not trackable.
Privacy & Security
We take our privacy & security responsibilities very seriously and ensure the safe, appropriate and legal collection of personal data in accordance with the Data Protection Act 1998.
The company will only collect personal information that it requires to fulfil its various functions, such as order fulfilment, purchase completion and staff recruitment and management. The company will ensure that all information and records are kept secure; by maintaining appropriate physical security for hard copy data and appropriate digital security for soft copy data.
The company will use reasonable measures to ensure all data is relevant and up to date and will use appropriate disposal methods to dispose of data no longer needed or required. The company will respond in a timely manner to any request from individuals or organisations who require sight of data held by us.
Returns & Replacements
Should you change your mind and wish to return your order, you must inform us within 14 days of receiving the goods. If the items have not been opened and you return them in a saleable condition, we will refund you the cost of the goods within 14 days of receiving the order back. Under these circumstances we will not be liable for refunding any postage costs. Bespoke or personalised orders can only be returned for a refund or replacement if they are faulty.
Once an online order has been placed and payment has been taken, it will then be treated as a firm order. Should there be any unforseen issues relating to our ability to fulfil the order, customers will be contacted within 1 working day and informed of the issue and possible resolutions.
The company accepts no responsibility for errors or misunderstandings on orders not placed or confirmed in writing, via an online order, email or letter.
Payment, Pricing & Promotions
Payment will be required at the point of ordering. This will be processed on a separate platform by our online payments provider. For online orders no information relating to credit or debit cards is seen or stored by us. Due to the often volatile global markets in botanical material, prices are liable to fluctuate. We do all that we can to maintain stable prices and even lower them when possible, but on occasion we will be forced to increase prices without prior warning. We operate a flexible pricing structure that can adapt to conidtions in the wider medicinal herbs market and we will always pass on savings to our customers when possible.
Generally speaking we try to operate this business on lean margins, creating the best value for the customer. Due to this we are rarely able to offer further discounts on the price listed online. Discounts may be available on larger bulk purchases. On occasion we may run a promotional offer relating to a product or service, details of which will be made clear on the appropriate page of this website.
We have endeavoured to make this website as user friendly as possible. The product listings, descriptions and categories are designed to provide as much information about the item being purchased as possible. If you have an online account and are logged in, you can add items to your shopping cart, add to a favourites list or even compare items.
Once you have confirmed your order and progressed through the online checkout, you will have a final chance to review the items being purchased before payment is taken.
Current and historic orders can be viewed by logging into your account and opening up the account dashboard.
Updating Account Information
By setting up an online account with us, you are able to store all your relavent information in one place, including billing and delivery addresses, newsletter subscription preferences, product reviews, wishlists and much more. Having an account will enable you to place orders and proceed through the checkout more efficiently. If you need to update any of your information simply log in to your account, open up the account dashboard and amend the relevant information before saving.
If you are setting up an account as a qualified practitioner, you will be required to provide proof of a recognised qualification. Once this has been provided and the account approved, you will be able to take advantage of our discounted practitioner rates.