Shipping & Returns
When can I expect my order?
Paid orders will be processed within 48 hrs. Upon shipment, an email notification containing tracking information will be sent.
Any order placed after 2pm will be processed within 48 hours from the following day. This excludes the weekend, as well as public holidays. Orders placed after 2pm on Fridays will be processed on the following Monday.
Next Day Delivery orders placed before 12 noon, Mon-Fri will be dispatched on the same day, unless otherwise specified. Orders placed after this time are usually dispatched on the next working day. If there are any delays in dispatching your order, we will contact you by email.
Will my order melt in transit?
Due to the butter like consistency, please note that hot temperatures will cause your body butter to soften or melt, in order to try an minimise this from happening, we will package your order with an ice pack and insulation during summer months or when it is forecasted to have hot weather. In addition to this, we recommended that your order be delivered to an indoor location as we will not be responsible for butter melting in transit.
I've not received my delivery?
Please allow up to 10 working days (UK) and 20 working days (international) to allow for delivery during busy periods. If you still haven't received your order, please contact us and we will look into this for you.
Can I change my shipping address?
Yes you can, if the order has not been dispatched. Simply contact us and we can update the shipping address for you. Please note, we cannot amend and order or shipping address once it has been dispatched.
My parcel is being returned to sender?
Usually a delivery is attempted up to three times, and if it's still not delivered, it will be returned to sender. In this case, we would need to wait for the items to be returned to us, so that we can reschedule. A rescheduled delivery would incur an additional charge of the same price you paid for shipping on the original order.
My item has been delivered to the wrong address?
We would only arrange delivery to the address provided at checkout. You would need to arrange to retrieve the parcel from the address it was sent to. If this is not possible, you would need to place a new order for the products.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we cannot offer you a refund.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging and have a valid reason for being returned such as being damaged in transport or having a defect.
If you receive a damaged item, contact us immediately at firstname.lastname@example.org as we will happily replace any damaged items, as long as it is reported within 24 hours of delivery and has photographic proof. (i.e., photo of order still in its packaging in an opened box showing the damaged goods)
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer, we will send you a return address upon contacting us.
There are certain situations where only partial or no refund will be granted which is as follows:
- Where there are obvious signs of use and no defect to the product.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the acceptance status of your refund.
Where accepted, your refund will be processed, and a credit will automatically be applied to your original method of payment, within 7 working days. The time it takes to appear on your account will depend on your card provider.
Late or missing refunds
If you haven’t received a refund within 28 days, first check with your bank or card provider as it may take some time before your refund is officially posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Due to the nature of our products, we cannot exchange items unless a fault was made on our side, for example sending the wrong item or scent.
To return your product, you will be sent an address upon contacting us on firstname.lastname@example.org
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
You should consider using a trackable shipping service or purchasing shipping insurance as we don’t guarantee that we will receive your returned item and will not be held liable for lost items.
Customers are responsible for paying any customs/ import duties on their purchases. Arielle Hair and Beauty takes no responsibility for any unexpected additional fees applied by any courier service after order has been shipped by us.