Frequently Asked Questions
If you can't find the answer to your question, get in touch via the chat icon in the bottom right hand-side of your screen and our team will respond promptly.
About Us
Where are you based?
Where are you based?
We are based on the Isle of Harris in the Outer Hebrides of Scotland. You can find more about our home here.
When was Essence of Harris founded?
When was Essence of Harris founded?
Essence of Harris began in 2015, you can read more about our story here.
Do you have a sustainability policy?
Do you have a sustainability policy?
You can explore our full Sustainability Policy here.
Do you have a blog?
Do you have a blog?
Yes! We regularly share stories, and hints and tips about our products.
You can read our latest posts in our Journal.
ORDERS, SHIPPING & DELIVERY
How long does it take to receive my order?
How long does it take to receive my order?
We aim to dispatch all orders the next working day, although during busy periods it may take a little longer. Our products are shipped from our Isle of Harris factory and typically arrive within 5 working days.
Which carriers do you use?
Which carriers do you use?
We primarily use Royal Mail and ParcelForce. For some locations, local couriers like Woody's Express Parcels and their delivery partners may be used. You’ll receive full tracking details via email once your order is dispatched.
Can I track my order?
Can I track my order?
Yes! Tracking information is sent directly to your email once your order is on its way.
If you're having trouble then get in touch with our team via the chat box in the bottom right-hand corner of your screen and our team can help you.
Do you offer free shipping?
Do you offer free shipping?
Yes, we offer free UK shipping on all orders over £50.
How much is shipping?
How much is shipping?
UK standard shipping is £4.95 but accurate shipping rates are calculated at checkout.
What if my item arrives damaged or incorrect?
What if my item arrives damaged or incorrect?
Please reach out via the chat feature on our website, you will find this in the bottom right of your screen.
Include details and photos if possible of your issue. This helps our team resolve any issues quickly.
Can I cancel or change my order once it is placed?
Can I cancel or change my order once it is placed?
We’ll always do our best! If you need to make a change, contact us via live chat as soon as possible. Once your order is packed and fulfilled, we may not be able to make changes.
How do I recycle the packing peanuts in my order?
How do I recycle the packing peanuts in my order?
The packing peanuts in your order are fully biodegradable. Simply pop them under the tap and watch them dissolve.
Our PRODUCTs
Are your products vegan?
Are your products vegan?
Yes, all of our products are vegan-friendly. We use natural soy wax in our candles and wax melts, a vegan diffuser base in our reed diffusers, and all of our fragrance oils are 100% vegan. Our Bath & Body collection is also vegan, making it easy to enjoy our products with peace of mind.
Do you test on animals?
Do you test on animals?
Absolutely not. None of our products are ever tested on animals and we have vigorously confirmed this with all of our supply-chain partners.
Where are your products made?
Where are your products made?
Every product is lovingly hand-crafted in our factory on the Isle of Harris. Our bath & body collection is made in Scotland by a trusted partner, then bottled and finished in our Tarbert factory.
Are your products safe to use around pets?
Are your products safe to use around pets?
Our soy candles and diffusers are safe to use around pets when used responsibly. Always keep them out of reach of curious paws, and ensure the room is well ventilated.
Every animal is different, and some can be more sensitive to fragrance oils than others so always use your judgement and keep their wellbeing in mind.
GIFTING
Do you offer gift messages or gift wrapping?
Do you offer gift messages or gift wrapping?
You can include a personal gift message at checkout. We’ll handwrite your note and remove the packing slips from your order. Gift wrapping isn’t available just yet but we’re working on it!
Can I send an order directly to a recipient?
Can I send an order directly to a recipient?
Absolutely. Just enter the recipient’s delivery address at checkout. Don’t forget to use your email and billing details so we can keep you updated.
Do you offer gift cards?
Do you offer gift cards?
Yes! We offer both physical and digital gift cards. You can find them here.
OTHER
Do you offer wholesale or corporate gifting?
Do you offer wholesale or corporate gifting?
Yes, we love working with stockists and corporate partners. Please contact us at info@essenceofharris.com for wholesale enquiries or corporate gifting options.
