Refund policy
Delivery and Returns
Delivery
We ship from the United Kingdom. All UK orders are dispatched within 1-2 working days, tracked as standard.
| Service | Delivery time | Cost |
|---|---|---|
| Tracked Standard | 3-5 working days | £3.95 (orders under £40) |
| Tracked Standard | 3-5 working days | FREE (orders over £40) |
Orders placed after 12pm are dispatched the next working day. During busy periods, and around bank holidays, dispatch may take slightly longer — we'll always let you know if there's a delay.
International delivery
We currently ship within the United Kingdom only. We're working on bringing our products to customers overseas — join our mailing list and we'll tell you as soon as we do.
If your order doesn't arrive
If your tracking hasn't updated or your parcel hasn't arrived within 7 working days of dispatch, contact us at hello@thefrankincensecompany.com with your order number and we'll investigate straight away.
Returns and refunds
Your statutory rights
If you are a consumer in the UK, you have the legal right to cancel your order within 14 days of receiving it, without giving a reason, under the Consumer Contracts Regulations 2013. You then have a further 14 days to return the goods.
Everything below is offered in addition to those rights and does not affect them.
Our 30-day return policy
We know it can be difficult to know whether a skincare product is right for you before you try it. If something isn't right, you have 30 days from receiving your order to request a return.
To be eligible, the item must be:
- Unopened and unused, with any seals intact
- In its original packaging
- Accompanied by your order number or proof of purchase
To start a return, email hello@thefrankincensecompany.com with your order number and the reason for the return. We'll send you instructions on how and where to send it. Please don't send anything back before contacting us, as we won't be able to accept it.
Opened skincare products
For hygiene and safety reasons, we cannot accept returns on skincare or personal care products once they have been opened or used — unless the product is faulty, damaged, or not what you ordered.
If your order arrives damaged or faulty
Please check your order as soon as it arrives. If anything is broken, damaged in transit, faulty, or simply isn't what you ordered, contact us at hello@thefrankincensecompany.com within 14 days and we'll make it right with a replacement or a full refund.
We cover return postage in these cases. Your rights under the Consumer Rights Act 2015 are unaffected by anything in this policy.
Return postage
- Faulty, damaged, or incorrect items: we pay the return postage.
- Change-of-mind returns: the cost of returning the item is yours. We recommend a tracked service, as we can't refund items that don't reach us.
Items we can't accept
- Opened or used skincare and personal care products (unless faulty)
- Gift cards
- Custom or personalised orders
Refunds
Once we've received and inspected your return, we'll email to confirm whether the refund has been approved. If approved, it will be issued to your original payment method within 14 days. Your bank or card provider may take a few additional working days to post it to your account.
Contact
hello@thefrankincensecompany.com
The Frankincense Company Ltd Registered in England and Wales, Company No. 10960893