Product & Mail Order Frequently Asked Questions

Below are a few of the most common product and mail order questions. If none of these help please try our Ordering Help, Post & Packing, Security & Privacy and Conditions of Business pages. If you are still not satisfied then please do not hesitate to Contact Us.

Product Questions

Q. Do you test on animals?
A. No, never. None of our products have ever been tested on animals by us and neither do we commission such tests. We are against animal testing.

Q. Are your products organic?
A. We do not use any herbicides or pesticides on the lavender - it is all hand weeded! However we do not have official organic status as certified by the Soil Association.

Q. Do you sell Lavender Plants.
A. We sell plants at the farm when we are open, and now a small range by Mail Order. Click here to see our range of plants by mail order.

Q. What goes into your products?
A. Please see our Ingredient Listing page for details.

Q. Can I apply neat Lavender Oil to the skin?
A. Lavender is often regarded as one of the safest oils and many do use it neat. However, ALL essential oils should be used with caution, as they can cause harm if used inappropriately and indescriminately. If you do not have experience of essential oils or their use, please read up very carefully on the subject or consult a qualified aromatherapist or doctor. An excellent home-use guide called "Aromatherapy" which covers the basic use of 42 common oils is available from the Books section of our on-line shop.

Mail Order Questions

Q. Do your prices include VAT?
A. NO. The majority of our mail order is exported from Jersey, so our mail order prices do not include any VAT, Jersey Goods & Services Tax (GST) or other tax. You may however be charged VAT, other excise duty and related administration charges by your local Customs & Excise authorities. In our experience, the risk of this happening is low. We regret that we cannot refund such charges.

Q. Can you send my order as a gift to someone else?
A. Yes. You need to ensure that the delivery name and address is changed within the My Address Details section of My Account. If you order as a gift we will include a free lavender notelet card with a message of your choice. You can write your message in the "Gift card message" section as you complete your purchase. For further details on this service, click here.

Q. Do you do gift certificates?
A. Yes. We can do both an e-mailed OR a paper/posted gift certificate. Both are available in multiples of £1.00. For further details see our gift certificates product page which also gives information on redeeming them.

Q. How long does delivery take?
A. This of course depends on where we are delivering to and the method of delivery. We use the standard mail system and therfore it is not possible to be absolutely certain how long delivery will take or to arrange delivery for a particular day.

Delivery to the UK is about a week from order date, however postage times do seem rather variable. To Europe delivery is about 8 days and USA/Canada 10 days.

In the run up to Christmas, delivery takes much longer. Prior to Christmas we will publish "Last Posting Dates for Christmas" advice. Please bear this in mind to avoid disappointment.

Q. What Credit cards do you accept?
A. We accept all the major ones - Mastercard, Visa, Amex, Maestro, Switch etc. You can also pay via PayPal. You simply need to supply your order details (perhaps copied off the checkout page), and arrange the payment via the www.paypal.com website to admin@jerseylavender.co.uk

Q. When do actually take payment on a mail order?
A. When you place the order, card information is entered onto a secure webpage hosted by Paypoint - our payment service provider. They carryout the transaction immediately. We generally recieve the funds a few days later.

Q. What is 3D Secure?
A. This is a system that is becoming standard for internet payments. It improves the security of an online payment. The system requires (provided your card issuer is enrolled in it) that additional security information that should only be known to the card owner is supplied - a bit like a PIN number, as you would use with your card when shopping on the High Street.

Since May 2007 we have signed up to the 3-D secure system of on-line card payments. Other names for this system are Verified by Visa, MasterCard SecureCode. 

All these extra security steps are carried out on a secure page hosted by SECPay. We do not have access to any information that you enter on this page.

Q. Why is your postage & packing a standard £4.50 to the UK?
A. We, like many on-line retailers, have chosen an easy-to-apply, standard postage & packing charge. This marries up with the system for those customers who order by fax or post who have to calculate and add in the P&P themselves. Depending on the weight of the goods ordered, in some situations it may cost us less than the £4.50 in packing material, time and postage but in many situations it actually costs us more. It is worthwhile placing a larger order to obtain excellent value for money on the postage. It is our general policy not to seek to "make money" out of the postage, but to simply covers the costs.

Q. Why is your postage & packing cost 33% of the order value to Europe?
A. Because of huge variations in the postage cost to Europe, depending on the weight of the parcel, it was decided that a flat standard cost like we have for the UK would not work. 33% is actually quite an accurate post calculation, but depending on the weight of the goods ordered, sometimes it may cost us less than the 33% calculation and sometimes it may cost us more. Overall, it is our policy not to seek to make money out of the postage, but to only cover the costs.

Q. Can you delivery internationally - to Europe, USA, Canada, far East etc.?
A. We can deliver within Europe very easily. You simply need to have chosen the correct delivery country within the My Address Details section of My Account. The postage & packing charge will automatically be calculated.

Further afield - to the USA, Canada, Far East, Australia etc some items such as dried lavender products are restricted (due to plant disease concerns), but generally we can deliver most products.

For delivery to these places (outside UK & Europe), since Post & Packing charges vary so much we need to supply a delivery quote based on the weight of your chosen goods. There is a link on the Checkout page that automatically requests the quote from us. We will send you a unique Post & Packing Delivery Code that allows you to process your order. For more detailed information please see the Ordering Help page.

You can order without recieving a post & packing quote but you do need to clearly state (in the "Special Instructions" box) that we should charge you the necessary post & packing charge based on the weight of your order. Without such specific instructions, it is our policy to seek your authorisation, before we can proceed with any dispatch of goods.