We ship all over the world. All carriage rates are based upon The Royal Mail’s rates and all parcels will be sent using only The Royal Mail’s signed for delivery program which will require the recipient, no matter where they might be located in the world, to sign for their delivery.

The Royal Mail operates under a Royal charter hence its name of The Royal Mail rather than British Mail. The charter sets out is operating procedures in law, its aims and goals for delivery.

Not all countries operate a tracking service, many of which might surprise you. You will be advised of this with your despatch e mail notification. Keep an eye open for your despatch e mail – it may appear in your spam or junk folder if your filters are set too high.

UK DELIVERIES

If you are in the UK then your order will be shipped 2nd class recorded delivery which means you may track it. You will be advised of a tracking number the day after it is collected by The Royal Mail which is when the tracking number is confirmed to us. We  will only ship using signed for and tracked delivery with the Royal Mail to the UK.

If you have asked for a note to the postman to be attached to your parcel leaving the item at another location should you not be available to take delivery yourself, you do so at your own risk and such instruction negates any responsibility for the delivery of the item by this company or any of its subsidiaries and no refund or replacement will be made.

Please  ensure that someone is available to take the delivery and sign for your parcel. If that isn’t possible at the time then you can arrange with the Royal Mail to deliver on a suitable alternative date or you can collect the parcel from your local sorting office after two attempts by the Royal Mail to deliver and within 28 days if their attempting to deliver your parcel in the first instance.

All enquiries should be directed, first and foremost, to the Royal Mail on 08459 272100 or use the track and trace service by logging on to www.postoffice.co.uk quoting the code you will have been advised.

No-one at Luminescents can do this for you.

Your delivery in the UK will usually be no more than a few days from order payment and confirmation unless otherwise advised by us. The Highlands and Islands and extreme rural locations can take a bit longer in our experience.

Should your parcel be delayed by the Royal Mail for any reason then you must allow, by law, up to 28 days for the Royal Mail to investigate. Why? – The Royal Mail will not even start and investigation until this period has elapsed.

Tracking information provided to you in the despatch e mail you will receive (keep an eye open for your e mail including your inbox and spam folder) will be your proof of postage and the receipt you will need to discuss the matter with the Royal Mail.

EU & OTHER EUROPEAN DELIVERIES

Destinations within the EU do not require a Customs declaration.

Destinations outside the EU must have a customs declaration on them. It is not the responsibility of Luminescents, or any of its subsidiaries, to include or pay a separate sovereign nation’s customs duties so please be aware that as a customer it is your responsibility to pay customs duty if applicable in the country you reside in. It is also your responsibility to aquaint yourself with your domestic laws on the importation of plant material. Luminescents cannot accept responsibility for the Customs confiscation of material illegally imported.

In our experience it takes around 10 to 15 days to deliver to most European destinations if metropolitan and a touch longer if rural. Not all European countries have a postal service similar to EU services which is, on the whole, very good so be aware that whilst the average is 10 to 15 days it can, but seldom does, take longer.

Should your parcel be delayed by your domestic carrier then they are your first point of contact using the tracking or signed for proof of postage code you will have been supplied in your despatch e mail.  You must allow, by law, up to 28 days for them to investigate. Why? – They will not even start and investigation until this period has elapsed.

THE USA, CANADA, AUSTRALIA & OTHER PARTS OF THE WORLD

Destinations to all other parts of the world require a Customs declaration. It is not the responsibility of Luminescents, or any of its subsidiaries, to include or pay a separate sovereign nation’s customs duties so please be aware that as a customer it is your responsibility to pay customs duty if applicable in the country you reside in.

It is also your responsibility to aquaint yourself with your domestic laws on the importation of plant material. Luminescents cannot accept responsibility for the Customs confiscation of material illegally imported.

In our experience it takes around 10 to 15 days to deliver to most USA & Canadian destinations if metropolitan and a touch longer if rural. It can, but seldom does, take up to 28 days.

Australia, New Zealand, Hong Kong and points East regularly take up to 28 days.

Should your parcel be delayed by your domestic carrier then they are your first point of contact using the tracking or signed for proof of postage code you will have been supplied in your despatch e mail.  You must allow, by law, up to 28 days for them to investigate. Why? – They will not even start and investigation until this period has elapsed.

ADDRESSING AND DELIVERY

The address label on your parcel is generated by the information you input at the time of your order which is the way all professional websites work. Be careful when you input any information which is relevant to your order and double check it before saving it. We cannot change it after the event.

If, for some reason, your parcel is not delivered because the parcel is addressed incorrectly or the delivery address does not exist or, even, if several attempts have been made by the local carrier to deliver the item but to no avail therefore returning the item to the sorting office and if not collected by the intended recipient or nominated responsible individual within the time frame allowed by the local carrier, the item will usually be returned to us.

That may take some days or even weeks dependant upon the location in the world the delivery is intended. It is only when the item has been safely received back by us that we will issue a refund on the purchase price of the item. All return costs are the responsiility of the purchaser. No item thus returned will be re-sent. Should you require the order, you should correct any information relevant to the delivery of the item and place the order again. Luminescents reserves the right to refuse orders from addresses which have already been the subject of dispute or disputed delivery.

WHY DO WE USE TRACKING AND SIGNED FOR DELIVERY?

Plant material (which includes essential oils)  is a restricted postal item in many countries around the world with Australia and New Zealand, being perhaps, the most vigorous in ensuring they keep a check on what comes into their countries so that an audit trail from the merchant to the purchaser has to, by law in such countries, be established. Only a parcel tracking system and a signed for (recorded delivery) can ensure this and allows the purchaser to check on the whereabouts of their parcel at any time depending on its destination.

Not all countries operate a tracking AND a signed for service however and you will be advised in your despatch notification as to your parcel’s status with tracking numbers etc if applicable.

All countries where tracking and signed for deliveries are optioned belong to the International Postal Union and whilst the updating of a parcel’s progress will be on the Royal Mail’s tracking site, the Royal Mail itself, is only responsible for your parcel to the point where it has left the UK’s shores and arrives at the port of destination at which point it is the responsibility of the local domestic postal carrier ( The US Postal Service, for instance, in the USA)  who report on its progress within the country of destination using their own tracking systems which, because of their membership of the International Postal Union, is copied across to Royal Mail’s systems. All these systems are interlinked.

We also receive around 5% of orders where the delivery address is just plainly wrong – the purchaser has not checked what they have written in the delivery instructions (from where ALL websites derive their parcel labels) and without a tracking service it is impossible for us or the final delivery company to trace a parcel that will have gone missing in such circumstances. We cannot accept liability for the misaddressing of parcels where the delivery address is derived from the input of the purchaser.

It is the purchasers responsibility to ENSURE that they check and correct any anomoly in their billing and/or delivery address – we cannot do this for the purchaser. If you realise that you have made a mistake just after placing an order then you can e mail us with the correction you wish to make and we will confirm, or otherwise, if we are able to manually change a delivery address on your parcel ( which is usually the case )

If, however, no correction is made to an inaccurate address and the parcel is already posted then we will refund the purchase price of the items as soon as the parcel is returned to us and not before. This may be a matter of days or weeks depending upon the parcel’s final intended destination.

UNIVERSAL POSTAL SERVICES

Just as we, as a supply company, do not work 24 hours a day, 7 days a week, 365 days a year neither does any postal service anywhere in the world. There are usually no postal delivery services on a Sunday or a Public Holiday.

GENERAL

Confirmation of despatch means that the item/s ordered have been placed in the Royal Mail pickup area of this complex so, for instance, confirmation of despatch on a Sunday means that the item is already in The Royal Mail’s hands but will not be processed by them until first thing on the next working day.

When you receive confirmation of despatch which is an automated e-mail with receipted delivery notification, then please be aware that this is confirmation that the item you have ordered has been deposited for collection by The Royal Mail and is reliant upon them from thereon. As soon as a parcel arrives in its destination country, if outside the UK, then from that point on, the delivery to you is the responsibility of that domestic country’s postal service and has nothing to do with the Royal Mail.

Outside the EU, all parcels must have a customs declaration on them. It is not the responsibility of Luminescents, or any of its subsidiaries, to include or pay a separate sovereign nation’s customs duties so please be aware that as a customer it is your responsibility to pay customs duty if applicable in the country you reside in.

RESTRICTED GOODS

There are some countries in the world where we cannot post some items included on this website due to local restrictions on imports or EU restrictions on exports. In such cases we will advise upon ordering. Should your domestic Customs and Excise department confiscate and destroy any item you have ordered because of local restrictions on the importation of any goods you may have ordered then Luminescents accepts no liability under such circumstances and will make no refund. It is your responsibility to make yourself aware of your own country’s restrictions before placing any orders.

Orders may be declined without reason at the discretion of the company.

Additionally, hazardous material may require special authorisation before being despatched.

POSTAL CHARGE ENQUIRIES

Please DO NOT e-mail or telephone to ask what the postal charges are. No-one here can tell you – they are worked out by the Royal Mail’s postal module based upon the weight of the item/s you order (only the system knows that) and the destination (which only you know) – suffice to say all rates are The Royal Mail’s normal shipping rates. Simply add items to your basket, go to checkout and the system works out the postal charges for you, gives you options, if any,  before you ever get anywhere near to making a payment.

DELIVERIES

Please DO NOT specify a delivery day or date with your order. This cannot be met.

Please be aware that having received notification of despatch, this merely means that your parcel is now in the Royal Mail’s system

Hazardous material may require special authorisation before being despatched overseas

QUERIES ON DELIVERY

If you have a query about your package delivery you must raise this with Luminescents within three months of the despatch notification provided, no matter where in the World you may be located, and no later. Luminescents cannot be held liable from three months onwards for queries and notification of non receipt. We hold records for only three months and insurance is only valid for that period of time.

UPON RECEIPT

If for some reason you feel that the product you have ordered is not as described or arrives damaged, please return it to us and we will make either a full refund or re-place the item if it is damaged in any way as soon as it is received – whichever you prefer. Damaged items will require photographic evidence of the damage being claimed.

Luminescents accepts no responsibility nor liability for goods ordered in error or ordered with conditions attached to the order that Luminescents has not expressly accepted beforehand and will not consider a refund under such circumstances as a matter of course. Special orders for handmade goods cannot be accepted back for a refund.