Questions

 

 

Postage & Delivery Information

UK 1st Class Royal Mail – Flat charge £3.10, or Free on orders over £40
Order by 3pm Monday - Friday (excluding public holidays) & goods leave that day. Delivery after dispatch is 1-3 working days.

UK Special Delivery Royal Mail by 1pm next working day – from £8.60
Order by 3pm Monday - Friday (excluding public holidays). Doesn’t deliver on public holidays or Saturdays. Friday orders delivered Monday, you will need to sign for the goods. The exact price is based upon weight of items.

INTERNATIONAL DELIVERY
We offer various delivery options depending on your location, these are all tracked options. Add your items to the basket, and view your shipping options at the checkout to see pricing, plus approximate delivery times.

  • Royal Mail to Europe 3-6 working days after dispatch - from £4.20 (2 kg max.)
  • DHL to Europe from 1-2 days after dispatch - from £19.96
  • Royal Mail to Outside Europe 6-10 working days after dispatch - from £6.48 (2 kg max.)
  • DHL to Outside Europe from 1-2 days after dispatch - from £25.00.
Order by 3pm for Royal Mail and 12 midday (Monday – Friday) for DHL, for dispatch on that day (Excludes public holidays). Exact price and transit time based on combination of destination and weight of parcel.

Returns & Exchange Information

An item isn’t right for you or no longer needed? No problem! So long as the product is still in mint condition, you are welcome to return this to us within 60 days of purchase. (Please see the FAQ below if you receive an item that is damaged or faulty upon arrival as we have a slightly different procedure.) If you wish to exchange for another product, that's absolutely fine too, just let us know in your parcel the details of the item you wish to exchange for.

Reasons For Returning
1. The product wasn't as you hoped / expected.
2. The product was bought as a gift for someone and they didn't like it.
3. You don't need that product any more.

Return Instructions
Should an item not be as your imagined, please return to us in the same condition that you received it, well packaged for the journey for a refund or alternative. When returning unwanted goods, please note that we do not normally refund postage costs. Please print, and fill out this Return Form and include this in your parcel.

Our Return Address - Please include your name and order number in your return parcel
FAO Returns, Holisticshop.co.uk, Unit 3, Chestnut Drive, Wymondham Business Park, Wymondham, Norfolk, NR18 9SB 

Once your items have been refunded / exchanged, we will email you to let you know.

Please Note
In the interest of hygiene and for your protection, we cannot accept returns of earrings, beauty products or face masks unless the items are of unsatisfactory quality, damaged, or unfit for purpose. If you require advice on returning items, please contact us.

What to Do If My Items Are Missing or Damaged?

Should any items be missing from your parcel when it arrives, faulty or damaged please notify us as soon as possible on admin@holisticshop.co.uk or call us on 01953 857260 and we will get onto it straight away.

We always endeavour to put things right as quickly as possible in the way that you prefer. That is why we find it best to contact us first rather than returning the goods straight to us. This does not affect your statutory rights as a consumer.

If you are asked to return your item, please make sure it is well packaged for the journey and sent 2nd Class Royal Mail. We will refund the cost of return postage by 2nd Class Royal Mail.

Can I Order by Phone?

Of course! Just call us on 01953 857260 UK (local UK rate) or +44 1953 857260 from outside the UK.

We can take telephone orders between 0900-1700 Monday to Friday (excluding bank holidays).

To place an order over the phone you will need:

1. Your credit or debit card in your hand. 
2. Know what products you are ordering. (We can give you advice during the phone call if you are not sure what exactly you need)
3. Billing and delivery addresses.

Will I Have to Pay Import Duties / Taxes on International Orders?

If your delivery address is outside of the UK, you may be required to pay import duties and taxes when your order reaches your country. Each country is responsible for its own borders, we have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order if you have any queries.

Charges that may occur include:

1) Disbursement Charges – these fees are made/decided in the country the goods arrive in, for example, so-called ‘admin charges’ may occur.

2) VAT / Tax – each country is responsible for its own borders. For orders outside the UK, prior to Brexit you would pay the VAT with us, but this is no longer the case and the charges for this would be added upon the parcel entering your country.

3) Duty Charges – This is usually based upon the commodity being purchased, customs will use the commodity code / tariff attached to each item. Some items may not incur a charge, whilst others will - it is usually around 1-3%, but some items can be substantially more. It is up to each country on the charge that is added.

Can you tell me what I will have to pay before you send it?

Unfortunately we cannot tell you the fees that there will be as it can vary from country to country. You will be contacted by your customs. They will set all the fees. None of these fees are set by us and none of this money comes to us.

What is Our Ethical & Environmental Stance?

We take our ethical and environmental responsibilities seriously. We seek information and assurances from our suppliers that they treat their employees with respect and do not employ child labour. Many of our suppliers have an active involvement in their local communities, often contributing time or money.

Because we always try to deal directly with the manufacturers of our products, this means we can ensure that their products are ethically sourced. Particularly with our Native American Herbs and Plants it is important to us that these are sustainable harvested, the same goes for our abalone shells.

We are always developing ways to become more environmentally aware, this is an ever evolving process but something we are always conscious of. Many of our candles are made from natural plant wax or soya and are sourced environmentally (we never use petroleum), our beauty products are paraben and sodium lauryl sulphate free and we ensure that they use the most natural ingredients available or are organic if possible.

Are Your Crystals Genuine?

All our crystals and crystal products displayed on our website are genuine unless otherwise stated. For instance, some stones such as Goldstone are actually man made and certain types of crystal jewellery can be made from re-constituted stones (such as Turquoise). If this is ever the case, each product will be clearly labelled as such.

We try to provide as much information as we can about each crystal but please feel free to contact us if you have any queries

Do You Have a Shop or Catalogue?

We operate from a market town in Norfolk called Wymondham. We have office space and warehouse but we don't have a shop as such, and don't promote ourselves in this way.

Due to health and safety we unfortunately cannot allow customers into our warehouse, but if you would like to collect your order from us that's absolutely fine. Please let us know by ringing in or leaving a note in your extra instructions upon placing your order that you would like to collect your parcel, plus the approximate time/date you will be arriving so we can have this ready for you.

We also do not have a paper catalogue, although a catalogue on the face of it, some might say is just the same as an internet site!

How Long Have You Been Trading?

Holisticshop.co.uk was founded in 2000 by Brett Almond. He was manager of a complimentary medicine practice in Norwich and went part time in March 2000 to start work on the dream of Holisticshop.co.uk. By August he began to realise that it was pulling him apart energetically to be doing the two jobs simultaneously. So he took the bold step of leaving full time employment before Holisticshop.co.uk was actually launched. This was in August 2000. On September 2nd 2000 Holisticshop.co.uk went live on the internet and was open for business.

This was right in the middle of the dot com "boom and bust" when many internet businesses were going bankrupt. What would happen is an internet company would attract investors who would pay hundreds of thousands or sometimes millions of pounds for a share in that internet company. The company would then be cash rich and would get grand premises, spend lots on advertising, get lots of staff based on a projection of future turnover. This projection was based on the internet and their website taking off very quickly as a shopping medium. When the shopping revolution proved to be more of a gradual growth, the internet companies projections were way off the mark and this quite often lead to spectacular failures like the now infamous boo.com, where the company had spent way too quick and simply didn't have the sales to keep it in operation.

Holisticshop.co.uk didn't go down the investment route. It was started as a one man band. Growth was gradual and hard won. Now sometime later Holisticshop.co.uk is solvent, still is 100% privately owned and has business premises and a number of staff who are all committed to the cause of keeping our customers happy and running a really useful website.

Read Our 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 2 reasons: firstly, to process your order and second, to provide you with the best possible service. We will not e-mail you in the future unless you have given us your consent. We do not pass you details onto any other companies or third parties.

The type of information we will collect about you includes:

  • Your Name
  • Address
  • Phone Number
  • Email Address
  • Credit / Debit Card Details
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 them promptly. The personal information which we hold will be held securely in accordance with our internal security policy. If we intend to transfer your information outside the EEA (European Economic Area) we will always obtain your consent first.

We may use technology to track the patterns of behaviour of visitors to our site. This can include using a "cookie" which would be stored on your browser. You can usually modify your browser to prevent this happening. The information collected in this way can be used to identify you unless you modify your browser settings. If you have any questions/comments about privacy, you should email us at admin@holisticshop.co.uk.

Christmas Delivery Information

Goods leave us just as quickly throughout December and January, with no backlog (we have always managed to avoid backlogs and we have been trading online since 2000).

Our policy is just the same as ever throughout this period - order by 3pm on a given weekday and we send that order out on that day. (We don't dispatch goods on Saturday or Sunday, nor on Bank Holidays). UK orders are sent out by Royal Mail first class post or by Special Delivery if you pay extra. Internationals will go standard airmail with Royal Mail unless otherwise selected. There will be normal postage deliveries (and collections) to most areas of the UK up until Monday the 23rd December.

UK Last Posting Dates

First Class Royal Mail (our standard UK service) Royal Mail say their last posting date to arrive before Christmas Day is Tuesday 21st December. So for delivery before Christmas, please make sure to order from us by 3pm, on Tuesday 21st December.

Last year we were still getting many next day or two day arrivals of parcels at this time. So it is still possible a later order will get to you. But please be aware that Royal Mail could have some delays in some areas so if you can order earlier even better.

Please note this is a non-guaranteed service and ordering before this date is recommended if possible.

Royal Mail Special Delivery (UK Only): For delivery by Friday, 24th December, please order by 3pm on Thursday 23rd December. This is a guaranteed service. (i.e. you get your postage money back if it doesn't arrive on time).

International Shipping

For International Shipping with Royal Mail, please see the full list below. For shipping with DHL, please enquire with us and we will do our best to find out for you.

Our Dispatch Times

The only weekdays we will not be dispatching during December & January are: Monday 27th December (Bank Holiday) Tuesday 28th December (Bank Holiday) Monday 3rd January (Bank Holiday)

Please also note that for dispatch on the 24th December and 31st December you will need to place your orders by 10:30 am as Royal Mail collect early from us on these two days and all their trucks move earlier in lieu of the bank holidays on the following days.

We hope you have a lovely time over the Christmas period. If you do buy presents from us we hope the recipient loves them!

Very Best Wishes, The Holisticshop Team

International Orders via Royal Mail International Economy
Monday 13 September - All non-European destinations (except South Africa, Canada, Middle and Far East, USA)
Friday 15 October - Middle and Far East, Hong Kong, Singapore, South Africa
Monday 1 November - Canada and USA
Friday 26 November - Cyprus, Eastern Europe, Greece, Iceland, Malta, Turkey
Monday 29 November - Western Europe

International Orders via Royal Mail Tracked & Signed
Wednesday 1 December - Caribbean
Monday 6 December - Australia Greece, Italy, New Zealand and Portugal
Wednesday 8 December - Africa, Central and South America, Asia, Far and Middle East
Friday10 December - Cyprus, Malta and Sweden
Saturday 11 December - Eastern Europe (except Czech Republic, Poland and Slovakia), Turkey Monday 13 December - Canada, Czech Republic, Finland, Poland and USA
Thursday 16 December - Austria, Belgium, Denmark, France, Germany, Iceland, Ireland, Luxembourg, Netherlands, Norway, Slovakia, Spain, Switzerland