Ordering
We have tried to construct a website that is simple to use. However, should there be any points that are unclear, please do get in touch with us through the Contact Us section. Below is a step-by-step guide on how to make an order using our website.
1. Choose your items
Click the ‘SHOP‘ link in the header above, or put your mouse over the link to see a menu of all product categories. Click on your desired choice. You will then be directed to a page listing products for your selected category.
You can also use the search functionality built into our site by clicking the magnifying glass icon () on the right hand side of the header above. This will present you with a search box; simply type in a word or part of a word to help you find a product.
Please be advised that our prices do not include any element of VAT, or any other duties. For UK orders, VAT will be added at the checkout. For other destinations, it is possible that the customs & excise authorities may levy such charges at their discretion. We regret that we cannot refund such charges.
2. Payment & Account
Once you have filled you basket with the items you desire, you can click on the basket icon () on the right hand side of the header above to see all of the items you want to purchase. From this page you can add to or deduct from the quantity of each item on your order, or completely remove items from your order. Once you are happy with your choice, you can click the ‘Proceed to Checkout‘ button at the bottom of the page.
At this point, you can either log into your account with your e-mail address and your account password OR register a new account OR proceed without registering at all.
An account allows you to store your address details securely with us, view details of your order history and see the status of your order within our system. Some people find these facilities helpful. In registering an account you will need to provide us with a billing address, e-mail address (this address will be where we will send your order confirmation) and the delivery name and address for your order. These details can be changed at any time by logging-in to “My Account”.
If you have concerns about security & privacy in having an account, please see our Privacy Policy.
If you wish to proceed without registering, you will be required to give your name, e-mail address to which we will send an order confirmation and billing and delivery addresses.
You do not HAVE to set up an account.
3. Checkout
Once logged in or delivery details are given, on the “Checkout” page you can review the full details of your order including the post & packing charges based on the delivery country. You can also input any “Special Instructions” on this page. Once everything is correct click “Continue” in the bottom right hand corner. If the delivery address is outside Europe (USA/Canada and other areas) please see below.
4. Payment
If paying by credit/debit card – we accept Mastercard, Visa, Visa Delta, Visa Electron, Connect, Switch, Maestro and American Express – enter your card details in full and click “Confirm Purchase”. We also accept payment via PayPal. Select the PayPal payment option from the pull-down list and you will be redirected to the Paypal website. Here you will need to log into your PayPal account, and confirm the purchase.
Please wait for the payment process to complete. Once complete, an order confirmation page will be displayed that you can print for your records. Also an order confirmation will be sent to your registered e-mail address.
TO RECEIVE THIS E-MAIL ORDER CONFIRMATION IT IS IMPORTANT THAT YOU SUPPLY US WITH AN ACTIVE AND CORRECT E-MAIL ADDRESS. SOMETIMES, WE HAVE FOUND THAT SERVERS BLOCK ORDER CONFIRMATIONS, BELIEVING THAT THEY ARE “SPAM”. TO ENSURE THAT YOU DO RECEIVE THEM, PLEASE ALLOW THE EMAIL ADDRESS sales@jerseylavender.co.uk IN YOUR EMAIL MANAGEMENT SYSTEM. IF YOU DO NOT RECEIVE AN ORDER CONFIRMATION PLEASE CONTACT US. DO NOT ASSUME THAT WE DID NOT RECEIVE YOUR ORDER.
All prices are in GB Pound sterling. If you order from abroad the invoice total will be converted into your local currency by your credit/debit card company at their exchange rate on the day. Your bank may make additional charges for this service, which we are not able to refund.
Shipping
UK/Northern Ireland/Channel Islands: Postage & Packing is £4.50 net per parcel. Unfortunately the UK government levies VAT on this of 20%.
Goods are usually dispatched within 48hrs of receiving the order and we use the standard Royal Mail post/parcel service (we select the service based on weight/size of parcel). Delivery to UK destinations is from a few days but can take up to two weeks.
At Christmas time, please bear in mind that delivery times can be longer. Please see our Christmas Delivery Service section below that is brought up-to-date prior to each Christmas period.
If you require a speedier service please enquire, and we will provide a quotation using the Royal Mail Special Delivery service. Generally the cost of this service will be the exact cost to us plus £1.50 packaging fee.
Europe (incl. Ireland): Postage & Packing per parcel is 33% of the product order value of that parcel, with a minimum of £4.50.
For delivery information, please see above. Delivery times are similar to the UK, possible a day or two longer. At Christmas-time please note the information in the Christmas Delivery Service section below, particularly the recommended last posting dates to arrive in time for Christmas.
GERMANY – June 2017. We are sorry to say that we seem to have horrible problems delivering to Germany. The Customs authorities seem to occasionally delay parcels unacceptably, so that delivery times can vary from a week to three weeks.
USA/Canada/Other International Destinations: We welcome all orders from further afield but because post costs vary so much depending on the weight of your order, we do need to agree a P&P cost.
To enquire about the P&P costs select your goods from the online shop in the normal way, proceed to the checkout. If the delivery country is outside Europe, on the checkout page the phrase “If you do not already have an overseas Post & Packing delivery quote code to use, you must obtain one by clicking here” will be seen. Click the link, and an automatic “Request a Quote” form is raised that you can submit to us. We will reply to you by e-mail with the price of the postage & packing and a unique Postage & Packing Delivery Quote Code for you to use if you wish to proceed.
If you bypass the “Request a Quote” system and proceed anyway, an order will be raised (and your card debited with the product value) without any post & packing cost. Unless you have made it clear in the “Special Instructions” that we should dispatch the order and charge you the necessary post & packing cost, it is our policy to provide you with a post & packing quote for you to authorise it BEFORE we dispatch any goods to you.
Alternatively you can simply Contact Us by e-mail, tell us the products that you would like and where you would like them sent to and we will reply with the postage & packing costs and your Postage & Packing Delivery Quote Code.
For instructions on using the Postage & Packing Delivery Quote Code and purchasing your goods please see the Ordering Help section.
Other International Destinations: As above for USA/Canada
PLEASE NOTE THAT PRODUCT PRICES ON THE WEBSITE DO NOT INCLUDE ANY ELEMENT OF VAT, JERSEY GST OR SALES TAX OR IMPORT DUTY.
FOR UK AND JERSEY DELIVERIES: VAT AND GST ARE APPLIED AT THE APPLICABLE RATE TO ALL ORDERS.
FOR OTHER COUNTRIES: CUSTOMS, EXCISE OR TAX AUTHORITIES IN THE COUNTRY OF DESTINATION MAY LEVY SUCH DUTIES AND OTHER RELATED CHARGES. WE REGRET THAT WE ARE NOT ABLE TO REFUND THESE COSTS.
Christmas Delivery Service & Last Posting Dates for Christmas
In the run up to Christmas, the postal service gets REALLY busy. So the following is information to explain the service….
If you have ordered from us around the period from mid-November to mid-December and are waiting for delivery, please bear in mind that at this time of year the postal system is very busy and it can slow down considerably. We have known goods take up to two weeks to arrive in the UK. If you Contact Us, we can confirm when something was dispatched, but cannot usually track the parcel. Please be patient with your delivery. Somehow the postal system does sort itself out and get the goods delivered in time for Christmas – as long as they are sent before the LAST POSTING dates!
To avoid disappointment please be sure to bear delivery times and last posting dates in mind and order early. If you wish to know more about a quicker delivery service, please Contact Us and we can discuss the options.
Last Posting Dates: Jersey Post publish recommended last posting dates for deliveries to arrive in time for Christmas. We always err on the side of caution by a couple of days, so in 2017 our last ORDER dates are:
UK Mainland – FRIDAY 15th December
Europe, incl. Rep of Ireland – FRIDAY 8th December (this date is for the Airmail packet/small parcel service used for orders under 2kg weight. The recommended final date for the slower Parcel service is FRIDAY 1st December)
USA/Canada/International – FRIDAY 8th December (this date is for the Airmail packet/small parcel service used for orders under 2kg weight. The recommended final date for the slower Parcel service is FRIDAY 24th November)
Whilst we do all we can to get your order delivered before Christmas, we do use the standard post system, and therefore cannot guarantee delivery in time.
After Last Posting dates: Once the last posting date is passed, and during the actual holiday period, any orders will be dispatched at the next available opportunity, but of course may not arrive before Christmas. Dispatch is usually the next working/week day after the order is placed. There is no order dispatch from Friday 22nd Dec to Tuesday 26th Dec, nor on Monday 1st January 2018.
If you have any questions, please do not hesitate to Contact Us.
Mail Order Questions
Q. What if my parcel has not arrived, and seems to be taking too long?
A. Please Contact Us and we will do our best to investigate. Please be assured that we will ALWAYS honour our commitment to fulfil your order, even if we have to resend a parcel.
Q. Do your prices include UK VAT?
A. The prices, as advertised on the website do not include any element of postage & packing, nor any element of VAT/GST or Sales Tax. However, since 18th October 2012 we have been obliged to change the system so that all deliveries to the UK incur VAT at the rate of 20% on our products and postage. This VAT is paid by us to the UK Government. We have found that if VAT is not charged, our deliveries often take 2 weeks, AND our customer is presented with a VAT bill and £8 admin charge by the Post Office!
Q. Why do your prices not include VAT as is normal with most UK retail websites?
A. As we sell to UK AND European and Rest of World (ROW) destinations, the base price of all our items is NET. For UK orders the appropriate VAT is added on at the end of the order. For European and ROW orders, the sale is NET, but the authorities in the country of destination MAY charge a sales tax/import tax or other duty on your order.
Q. Do your prices include Jersey GST?
A. The prices, as advertised on the website do not include any element of postage & packing, nor any element of VAT/GST or Sales Tax. However, since 18th October 2012 we have changed our system so that GST at the rate of 5% is added to the product and postage value, when the delivery address is within Jersey.
Q. Do your prices include Sales tax for other destinations?
A. The prices, as advertised on the website do not include any sales tax. For Non-UK or Non-Jersey destinations items are sold “net”. Your order may be examined by customs and excise officers in the country of destination and any appropriate, local sales tax or duty may be levied. We regret we are not able to refund such charges.
Q. How long does delivery take?
A. This of course depends on where we are delivering to and the method of delivery. We generally use the standard mail system and therefore it is not possible to be absolutely certain how long delivery will take or to arrange delivery for a particular day.
Delivery to the UK varies from a few days to about one week. To Europe delivery is about 8 days and USA/Canada 10 days.
Returns
We guarantee to replace goods that are lost in the post or arrive damaged.
Under distance selling regulations, you can cancel an order and return the items for a full refund of the value of products. If you are returning an item which is not faulty then the post & packing cost that you originally paid to have the order delivered to you is non-refundable.
To cancel an order please Contact Us within seven days of receipt of the items and quote your order number. Any returned items must be unopened, unused, in a re-sellable condition and you must take reasonable care of them.
If you believe that an item that you received is faulty, please Contact Us quoting your order number, your name and address, details of the fault, and whether you require a refund or a replacement. We will then advise on how to proceed.
If you wish to complain about our products or services, please Contact Us and we will listen to your comments sympathetically, and try to resolve the issue within 48 hrs. Your statutory rights are not affected.