Terms and Conditions
Frequently Asked Questions (FAQ)
Below you will find a list of our general conditions and our most frequently asked questions. We hope this will answer any questions you have regarding the Aromalogic ordering, shipping and returns process as well as our privacy, security and ingredients policy.
SHIPPING & DELIVERY
Do you ship internationally?
Whilst we don’t ship worldwide, we do ship throughout the EU, UK & USA! Please note that the shipping costs to each country vary. The cost will be shown at checkout upon selection. All import duties, taxes and charges are the buyer's responsibility. Please check with the customs office in the destination country to determine what these additional costs will be before proceeding with purchase.
How much is postage?
For standard NL shipping we charge a flat rate of € 8.95 within the Netherlands for packages weighing UNDER 10 kg.
Postage to Belgium is charged at a flat rate of € 7,50 and will be sent International Express via DPD or GLS (NB: EXPRESS packages over 10 kg will be charged extra postage costs.)
Please read the terms & conditions of the carriers for more information:
How long will my order take to arrive?
We ship with Post NL, DPD & GLS which takes approximately two to four days to deliver within the Netherlands. Please note none of these carriers operate on Sundays.
This does not apply to weekend orders as well as peak sale periods and peak holiday seasons during which orders may be delayed by up to 48 hours. Orders placed between 10am Friday and 10am Monday Central European Time are considered weekend orders.
Delivery time frames can vary over the public holiday periods due to overwhelming demand on postal services. Please expect delays on estimated delivery times and customer service response from delivery providers. Thank you for your understanding.
Can I have my order Express Posted?
Unfortunately we are unable to offer Express Postage at this stage.
How can I track my order?
Once your order is dispatched you will receive an email with your tracking number. You can track your order by clicking on the link provided in your tracking email.
What happens to my parcel if I am not at home?
Depending on which shipping option you chose at the check out the answer will differ for this question.
DPD Pickup Point - Regardless of whether you are home or not your parcel will be delivered to the DPD Pickup Point that you chose at the checkout. You will receive a track and trace email once posted so that you can follow your parcel. If you do not collect your parcel within 7 days it will be returned to Aromalogic. In this situation you will be responsible for the extra shipping costs to receive your parcel again.
GLS - After receiving your GLS track & trace you have the choice to deliver your parcel at a GLS packet shop or at home. If you are not at home at the time of the delivery GLS can offer your parcel to your neighbors. If not GLS will come back the next day, or you choose GLS packet shop.
What happens if I entered the wrong delivery information?
If for any reason you do enter the wrong address, this can delay the package by up to 4 weeks but the postal carrier will eventually return the package to us. Aromalogic will cover the return fee from the postal carrier, but we will require you to cover the costs to resend this out to you. Once payment for the postage has been received, your package will be dispatched to you again.
Do I have to pay the return to sender fee and a new postage fee if my package is not delivered?
As part of our service, we will happily cover the cost of the return to sender fee, however, the cost to have the package resent will be your responsibility.
What if my package goes missing?
If your package got 'stuck in transit' for longer than expected please let us know so we can lodge a 'missing package investigation' with the postal carrier. Every missing package will be assigned a unique case number by the postal carrier and can take up to 2-4 weeks to locate.
If the package was delayed due to an incorrect or incomplete address, the item should be returned to us. To have this package resent to the correct address, there will be a shipping fee that will be charged to the customer.
Can you combine my orders and refund my shipping?
Unfortunately due to the nature of being an e-commerce store with 24 hour purchasing ability, our orders are immediately processed through the system to allow your parcel to be dispatched asap. Our goal is to get your order to you asap, at Aromalogic we works with incredible speed to make this possible! Once an order has been processed through our system, we are unable to make any changes or provide shipping refunds.
My items arrived broken/damaged ;-(
If your items arrive broken or damaged, please email us a photograph within 7 days at email@example.com and we will determine the level of damage and credit or replace the item accordingly. Please do not dispose of the damaged product’s until we have replied to you and determined what action will be taken.
Unfortunately it is not possible for us to accept returns on items that may have triggered an allergic reaction. It is the customers responsibility to be aware of any sensitivities or allergies they may have.
PROMOTIONS, OFFERS & SPECIAL DEALS
When is your next promotion?
We send sometimes promotions, offers & special deals. We also promote special sales on social media. Make sure you follow our website and Instagram to ensure you don’t miss out!
How do I know if my order has been successful?
Once you have placed and paid for your order you will receive an order confirmation by email. If for any reason your order was not successful it should tell you on the payment screen.
Can I cancel or amend my order once I have submitted it?
As your order is processed & packed immediately for delivery, changes cannot be made once you have submitted it through the checkout. Unfortunately we simply cannot add to your order, change an item in your order, or cancel it once it has been been processed through our checkout.
If you have changed your mind on an item you have ordered, you are free to send it back for a credit voucher within 14 days of purchase as long as it is unopened & unused. In this circumstance you will be required to pay for your return postage.
What if you are unable to send an item I have ordered?
In the rare instance that we are sold out of a particular item it will be announced within the product description. If the out of stock item is expected to be back in stock within two weeks of your order we will wait to send all of your items out together in the one parcel. If the out of stock item is expected not to be back in more than 2 weeks, we will get in touch with you by email and offer to send the remaining items of your order asap.
What type of packaging materials do you use?
At Aromalogic we are all about a healthy products for you and our planet! All our products are carried by violet glas to improve the sustainabilty of the ingredients. Our boxes are made with recycled cardboard and are recyclable when you are finished with them. Our recycled brown labels we use are 100% degradable and sustainable. And the filling in the box is made of a plant and completely degradable.
Any plastic used to protect your products has been re-used & recycled.
What is the Aromalogic returns policy?
We are happy to offer a store credit on items that are unopened and unused within the European Consumer Guidelines within 14 days of receipt. These must be returned in sell-able condition, the packaging sealed and intact.
When returning your products we recommend using the box your Aromalogic order was delivered in rather than a post bag to ensure the product is returned undamaged.
Haarlemmerdijk 110 B
1013 JH Amsterdam
Please enclose a note of explanation for your return. Returns will be processed within 14 days of receipt at Aromalogic.
We do not accept returns on sample items unless they fall within the European Consumer Guidelines.
If your items arrive broken or damaged, please email a photograph within 7 days to firstname.lastname@example.org and we will determine the level of damage and credit or replace the item accordingly. Please do not dispose of the damaged product’s until we have replied to you and determined what action will be taken.
To return a product, please post it back within 14 days after receiving your parcel to Aromalogic at:
Haarlemmerdijk 110 B
1013 JH Amsterdam
For any fault or incorrect items please contact us at email@example.com as soon as possible.
Please note that it will take 14 days for your return to be processed once received at Aromalogic. Once your return has been processed, you will be issued with a store credit that will be valid for 30 days.
We do not cover postage costs on ‘change of mind’ returns. This is the responsibility of the customer returning the products.
All credit vouchers are valid for 12 months from the date of purchase. Expiry dates are written on each voucher and in your confirmation email.
I received an incorrect item/there is an item missing from my order!
If for any reason there is an issue with your order, if it is incomplete or incorrect, please email us at firstname.lastname@example.org as soon as possible and include the following information:
+ Your order number
+ The item your ordered
+ The incorrect item you received
We are here to help you get your natural products!
The pump on my product isn't working.
The pumps used on the natural skin care products contain a plastic tube, high technology to pump out the products to allow you to get every last drop out. Please contact us by email if it does not work properly.
How do I order an item that is currently out of stock, will you be getting more in?
We are a very busy company and our products sell out quickly. We do our best to always have enough in stock however, our products are handmade and depending on harvest so there can be a delay.
PRICING & INGREDIENTS POLICY
Where are your products sourced from?
All over the world, ecological farmers harvest plants especially from that area where they distill the essences manually. These essences are tested and purchased by special aromatherapy wholesalers and manufactured into a product by Aromalogic. The products contain only the most pure plant oils and essential oils and are not tested on animals, but animals do love these products! Our products are eco-certified: certifications include Certified Natural, Certified Organic, and Certified Biodynamic. We love true nature healthy products for people and our planet.
What currency are your prices listed?
All prices on our website are listed in Euro’s inclusive of BTW/VAT.