Shipping & Returns


Shipping

In order to offer you the best service possible, we always use a signed-for service (UK), and tracked & signed service (International for packages up to 2kg in weight). If you're not in, the postman will normally leave a note for you to collect your package from your local post office (UK).

Delivery estimates are calculated from the time of despatch, not from the time you place your order.  

We aim to despatch goods within 2-4 working days of your order being accepted.  We do not keep masses of stock on our shelves; rather our products are handcrafted in small batches to ensure optimum freshness and effectiveness.  You will receive an email confirming your order, and a second email once your order has been shipped.  If your order is urgent, please choose our Next Working Day delivery option (UK Mainland Only).  Further information can be found below. 

 

Delivery Costs

Mainland UK Orders 

Standard signed for (normally 2 to 3 working days from despatch) - FREE

Next working day delivery (for orders placed before 11am Mon-Thurs) - £9.00

 

Europe

Delivery costs are calculated at checkout and based on weight.  Prices start at £11.00.

Delivery time: normally 3-10 working days from despatch. Allow up to 21 working days for delivery.

 

Rest of the World

Delivery costs are calculated at checkout and based on weight.  Prices start at £12.00.

Delivery time: normally 3-10 working days from despatch. Allow up to 21 working days for delivery.  Please note: you may be required to pay import duties and taxes when your order reaches your country. These and any additional charges for customs clearance are the sole responsibility of the customer. We have no control over these charges and cannot predict their amount. 

 

Next Working Day Delivery (UK Mainland Only)

Please ensure your order is placed before 11am (Monday – Thursday) if you are requiring next working day delivery.  Orders placed after this time will be despatched on the following working day.

Orders placed between 11am Thursday and 11am Friday will be delivered on the following Monday (excluding Bank Holidays).

Orders placed between 11am Friday and 11am Monday will be delivered on Tuesday, unless a Bank Holiday falls on the Monday, in which case delivery will be on Wednesday.

 

Country Restrictions

We are currently able to ship to the following destinations: UK, Europe, USA, Canada, Australia, New Zealand, Japan.

If your country is not listed above, please contact us hello@mono-naturoils.com

 

Delivery Information

We aim to despatch goods within 2-4 working days of your order being accepted, and payment being received and authorised. If your order is urgent, please choose our Next Working Day delivery option (UK Mainland only). If you have ordered multiple items, they may on occasion arrive separately.  If for some reason there is a delay in despatching items, we will inform you via email.  Estimated delivery times from despatch can be found above.

Please ensure all delivery address details are entered correctly.  Once despatched, we are unable to amend delivery details.  If you provide an incorrect or incomplete delivery address at the time of your order it will be your responsibility to pay all the associated re-delivery costs. 

All parcels must be signed for, therefore if you are not at home during office hours, you may wish to provide an alternative delivery address where someone is available to sign for your parcel.

If you are not in when delivery is attempted, the package may either be left with a neighbour or a card will be left with details of how the item can be collected or redelivered.   If you do not arrange collection/redelivery within the specified time shown on the card, the goods will be sent back to us and we will refund the price of the goods excluding any postage costs.

Prices quoted are for an average parcel.  Excessive weights may incur extra charges.

While we make every effort to have your goods delivered in the estimated delivery times after despatch, we cannot guarantee delivery in that timeframe.  Deliveries may encounter delays due to adverse weather or high volume that extends beyond the estimated delivery time frame provided by the postal service. Such delays are unfortunately out of our control, and we are not responsible for any delays that do not result from our error.

 

Damaged or Incorrect Products

All items are thoroughly checked prior to despatch, but in the unlikely event that (a) your product(s) (not including packaging) arrive damaged or (b) you receive the incorrect product, please notify us at hello@mono-naturoils.com to inform us (including photographic evidence of the damage/wrong item).  We will happily replace any damaged/incorrect items provided they are reported within 48 hours of receiving the goods.

Once we have assessed your claim we will make arrangements for a replacement or the correct item to be delivered to you.  You will be asked to return the damaged or wrong item to us.

Should your parcel show signs of damage on receipt, please take photographic evidence of the damaged area(s) if possible.  This will assist in any claims which may occur at a later date.

 

Delayed or Lost Orders

In the case of a delayed parcel, we will do our utmost to locate the parcel for you.  If we are unable to locate it, we will ask you to fill out a missing parcels form in order that a claim can be made, and replacements sent.

Our delivery partners consider a parcel lost after a period of:

5 working days (after due date) for UK orders sent via Next working day delivery;

10 working days (after due date) for UK orders sent via Standard signed for delivery;

20 working days (after due date) for orders sent to Europe via Standard signed for delivery; and

25 working days (after due date) for International orders sent via Standard signed for delivery has passed.

We are sorry, but we are unable to send replacement items until this period of time has elapsed.

 

International Delivery/Customs

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.  These and any additional charges for customs clearance are entirely your responsibility.  We have no control over these charges, cannot predict their amount and cannot refund them.  Please contact your local customs office for further information before placing your order if you have any queries.

Estimated delivery times can be delayed by Customs entry procedures.

Please also note that you must comply with all applicable laws and regulations of the country for which the products are destined.  We will not be liable for any breach of any such laws by you.

 

Returns

We hope that you are happy with your purchase from Mono Naturoils, and that you love our products as much as we do.  However, we do understand in certain instances you may choose to return your items purchased from us.  We are happy to refund or exchange any products purchased from this site, provided they are in their original packaging, unopened, unused and free from damages, and are returned within 14 days of purchase.  We will consider the condition of the goods being returned when making a refund. 

 

Returns Information

Products that have been opened/used cannot be returned or exchanged.

We reserve the right to refuse an exchange or refund if we deem items returned to have been opened/used and/or be in a non-saleable condition.

Any costs associated with postage and packaging (including original shipping and packaging cost and the cost of returning the item to us) will not be reimbursed.

If your order value after returning your item(s) no longer qualifies for free shipping, delivery charges will be deducted from your refund.

If you used a promotional/discount code and your order no longer qualifies, the promotional/discount value will be deducted from your refund.

If a free gift was included this must be returned with your item(s) or the value of the gift will be deducted from the refund.

Gift cards, samples, sale items and free items are non-returnable.

Refunds for products given as a gift can only be given to the original purchaser.

Only products purchased directly from the www.mono-naturoils.com website can be returned to us for a refund or an exchange. Products purchased from another retailer must be returned to their original place of purchase.

All products are handmade from 100% natural ingredients, and as such products tend to have variations from batch to batch caused by seasonal fluctuations in these ingredients (for example colour, scent, consistency).  This is perfectly normal and does not does not in any way affect the quality or efficiency of the product.  We quality check each and every batch and cannot refund products returned because of variation.

 

Returns Instructions

If you wish to return any products, then please notify us via email within 7 days of purchase at hello@mono-naturoils.com. Please provide a copy of your customer order number and list the items you wish to return. We shall then issue you with a returns authorisation code.

The cost of the return is payable by the customer, and is not refunded.

We recommend you send returned items by recorded or special guaranteed delivery to ensure you are covered for compensation should it get lost in the post. Until we receive the goods back, they are your responsibility, and we cannot accept responsibility for returned goods that are lost in transit/fail to reach us. Items lost in transit will not be treated as returned.

Please return the item(s) to us at the specified address below.  Goods must be returned within 14 days of purchase in the same new and unused condition in which you received them.

Specified address to return goods to: Mono Naturoils Ltd, PO Box 12392, DUNMOW, CM6 9DB.

 

Refunds

Refunds (excluding postage costs) will be applied within 14 days of goods being received back by us using the same method originally used by you to pay for your purchase. Please note: refunds can only be made to the card that was used to pay for the purchase originally only.

 

Exchanges

If you require an exchange, we will despatch replacement items to you as soon as possible, once the original goods have been received back, subject to availability.  Please note: should you wish to exchange an item, we will charge you postage to send the replacement goods.  If the replacement item you require is not available, we will offer you an alternative or refund (excluding postage costs).

Exchanges cannot be made for products that have been opened or used.

 

Our returns policy does not affect your statutory rights.