Refund policy

Our returns and refund terms for orders placed within the United Kingdom.

Returns window

You may return eligible items within 30 days of purchase. Proof of purchase is required.

What can be returned

We accept unused items in their original packaging. You're welcome to open a box to smell the items; please do so gently so it can be reclosed. For Wardrobe Fresheners, reseal them quickly in the packaging they arrived in.
Sale items are eligible for return and refund. We cannot accept items that have been opened, used or damaged.

Free UK tracked returns

We provide free Royal Mail Tracked Returns labels for unopened and unused items returned from within the UK, with the option of a free home collection or drop-off at a Post Office. Free returns apply to UK returns only.

How to return an item

Complete our online returns form to request a return, refund or cancellation. Once approved, we'll email you a free Royal Mail Tracked Returns label — there's nothing to print yourself in advance.

Exchanges

We do not process exchanges, rather we arrange a return of your original order at our cost and you are free to place a follow up order. This is much easier for you to track and us to manage.

Refunds

Once your return has been received and inspected, approved refunds are issued to your original payment method within 7 days. If a refund is delayed, please check with your bank or card provider first, then contact us.

Returns address

Customer Returns, The Master Herbalist, The Lake, Hartest, Bury St. Edmunds, Suffolk, IP29 4EQ, United Kingdom

International orders

Due to high return-shipping costs, we can't offer change-of-mind returns or refunds on orders shipped outside the UK. This doesn't affect parcels that can't be delivered, which are covered below.

If your parcel can't be delivered

Now and then a parcel comes back to us undelivered. What we do depends on why, and on where it was going.

Lost, or returned through no fault of yours. If your parcel is lost, or comes back to us because of a carrier error or a mistake on our side, we'll refund the items and the delivery charge in full, or send it again free of charge if you prefer. This applies wherever you are.

Returned undelivered: UK and EU. If your parcel comes back because the address was incomplete or incorrect, it wasn't collected, it was refused, or import charges asked for on delivery weren't paid, we'll refund the items and the original delivery charge once it's back with us, less the postage we're charged to return it. If you'd still like your order, we're happy to send it again once the delivery charge has been paid again.

Returned undelivered: USA and the rest of the world. Sending a parcel abroad and having it returned means we pay postage both ways, and import duties we've prepaid for you often can't be reclaimed. So if your parcel comes back for one of the reasons above, we'll refund the items once it's back with us, less the original delivery charge, the postage we're charged to return it, and any duties or taxes we prepaid that we can't recover. We'll never ask you to pay more than you paid us. If you'd still like your order, we're happy to send it again once the delivery charge (and any duties) have been paid again.

Help us get it to you. Please check your delivery address at checkout, watch for your tracking emails, and collect or accept your parcel when the carrier asks. If the carrier asks you to pay something on delivery, please contact us before refusing the parcel: we can often sort it out.

Still need help?