SHIPPING POLICY

 

Where do you ship from?

 

• All UK + Rest Of The World orders ship directly from our London headquarters.

• All European orders ship directly from our Italian based warehouse.

• All South African + African orders ship directly from Cape Town, where we proudly create, formulate, and manufacture our skincare products. 

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Do you offer free shipping?

Not at present, unless in conjunction with some special offers and gift coupons. 

Please see our Terms & Conditions page for more details.  

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Where is my order?
You will receive an email from as soon as your order has shipped with your tracking number. 

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What about express shipping?
We currently only offer this service in the UK. Please contact us for further information.

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Can you ship to my country?
If we do not currently ship to your country at this time we apologize and hope to serve you soon in the future. 

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It shows that my package was delivered but I do not have it, what do I do?
You will need to contact the courier that has delivered your parcel. When you call them please make sure you have the tracking number handy so they can look it up for you. They will be able to provide some more information about where it was delivered and can hopefully help you locate it. 

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RETURNS POLICY

If you are not satisfied with any Philosophia Botanica product, for any reason, we advice you to talk to us immediately and we will gladly assist you and advice you. If you would like to return or exchange an item purchased online, please contact Customer Care to initiate your return via hello@philosophia-botanica.com. It is important that you contact Customer Care before you send in a return or exchange. We are not responsible for returns lost in transit that have not been communicated to Customer Care.

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We're pleased to inform you that any unopened and unused product can be returned and fully refunded (not including shipping, customs and duty fees) within 7 days of purchase with proof of purchase. 

If an item is damaged please email us as soon as the item is received, including a photo-proof of the faulty item, as well as the packaging, and we will do our best to resolve the issue.

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However, please note that due to the nature of our products, we are unable to accept returns or exchanges of opened products unless you have had an allergic reaction. If this is the case, kindly email a photo and a short explanation within 14 days of receiving the products. 

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How do I return an order?

 

• Before returning a product, please contact our customer care team.

• If you return a product without informing us, it may result in us being unable to process your return.

• Please mention your order number, the item you want to return and the reason.

• Please pack the item(s) securely and include the invoice or packaging slip. If these are not available any longer, then please do not forget to mention your order number and name on a separate piece of paper. 

• Please note that we don’t include return labels with orders. When you contact customer care they provide you with the returns address.

• You will need to obtain a proof of postage receipt when you send your item to us. Proof of postage does not cost anything but without it we may not be able to process your refund or replacement in the rare event that your item is lost in transit.

• Refunds are processed to the card/method of payment that was used in the original order.

• Empty bottles/tubes of products cannot be accepted.

• Returns that exceed the guarantee period cannot be accepted.

 

PLEASE NOTE: Safely pack the products and include the return form.  All returns must be received at our facility within 2 weeks of the return label being emailed - otherwise we will not be able to authorize the full refund. 

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How do I cancel an order?

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To cancel an order, please login into your account and request cancellation, or alternatively, email us at hello@philosophia-botanica.com with your order number during business hours.

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If your order has not yet shipped, there are no fees for cancellation.
If your order has shipped or you refuse delivery, you will be responsible shipping fees incurred both ways.  

This includes shipping to your address and return shipping back to our warehouse.

 

This policy applies to all orders and includes orders that were shipped with promotional or complementary free shipping.

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Your right to dissolve an agreement for the sale of products, entered into through this site, in accordance with the provisions of Directive 2011/83/EU on Consumer rights and any implementation thereof in national legislation, can only be exercised under the following conditions:

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 You must notify Philosophia Botanica by e-mail or letter within 14 days after you have received the parcel containing the products, stating that you wish to exercise this right; after having sent the notification as mentioned in paragraph 1, you must without undue delay and in any event no later than 14 days, return, at your cost, the parcel to the address as indicated by Philosophia Botanica in the instructions you have received from Philosophia Botanica by e-mail after your notification is processed;
after Philosophia Botanica has received the cancellation notice, we will refund within 14 days the purchase price, (excluding postage costs if too late to cancel and refund)  and excluding any applicable taxes and duties other than VAT.
 

• On rare occasions, human error may happen and the wrong product(s) can get shipped or products may be damaged during the shipping process. Don't worry; we'll take care of it! However, you must contact us within 3 business days of receiving your order and all products must be returned in new and unused condition. Simply send us an email at orders@philosophiabotanica.co.uk with a brief explanation. After we have received your returned items, we will send you a replacement at our expense. 

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• We are not responsible for any damage, defect, material difference or loss of orders that are delivered to a forwarding company or via an Ambassador or affiliated Spas or businesses. We will not offer replacements or refunds for orders that have been delivered to a forwarding company or an Ambassador spa or affiliated business. If a package is lost or damaged after being received by the freight forwarder, or Ambassador / affiliated business, it is the responsibility of the freight forwarder / Ambassador / affiliated business, please contact them directly.

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• What if I received an order with broken items, missing items, or my package is missing?

Please contact Customer Care as soon as possible after receiving your delivery or when you notice a package is missing after receiving our delivery confirmation email. For missing packages marked delivered to the address on the order, we require a minimum of 2 business days to file a claim with the carrier before sending a replacement. We are unable to assist with items that arrived broken and/or missing outside of the 14-day return/exchange policy timeframe and without a photo of the broken items and/or package. We are unable to assist after 15 days from when a package marked as delivered. Any broken or damaged package will need to be returned to our facility for further investigation. From there, our team will send a replacement to your original address.

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• What is your international return policy?

We do not accept international returns except those purchased and shipped to EU Countries via our SHOP EUROPE store within 14 days from the parcel’s arrival. 

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• Can I exchange my item for something else?

Unfortunately - we do not offer exchanges on any items.

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