Product & Mail Order Frequently Asked Questions
Below are a few of the most common product and mail order questions. If none of these help then perhaps 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.
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 neither the farm nor our products have any official organic status as certified by the Soil Association.
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 people 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. What if my parcel has not arrived, and seems to be taking too long?
A. Please Contact Us and we will do our best to investigate. Please be assured that we will ALWAYS honour our committment to fulfill your order, even if we have to resend a parcel.
Q. Do your prices include UK VAT?
A. The prices, as advertised on the website do not include any element of postage & packing, nor any element of VAT/GST or Sales Tax. However, since 18th October 2012 we have been obliged to change the system so that all deliveries to the UK incur VAT at the rate of 20% on our products and postage. This VAT is paid by us to the UK Government. We have found that if VAT is not charged, our deliveries often take 2 weeks, AND our customer is presented with a VAT bill and £8 admin charge by the Post Office!
Q. Why do your prices not include VAT as is normal with most UK retail websites?
A. As we sell to UK AND European and Rest of World (ROW) destinations, the base price of all our items is NET. For UK orders the appropriate VAT is added on at the end of the order. For European and ROW orders, the sale is NET, but the authorities in the country of destination MAY charge a sales tax/import tax or other duty on your order.
Q. Do your prices include Jersey GST?
A. The prices, as advertised on the website do not include any element of postage & packing, nor any element of VAT/GST or Sales Tax. However, since 18th October 2012 we have changed our system so that GST at the rate of 5% is added to the product and postage value, when the delivery address is within Jersey.
Q. Do your prices include Sales tax for other destinations?
A. The prices, as advertised on the website do not include any sales tax. For Non-UK or Non-Jersey destinations items are sold "net". Your order may be examined by customs and excise officers in the country of destination and any appropriate, local sales tax or duty may be levied. We regret we are not able to 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, or if you wish to order without setting up an account, just check that the delivery address is the correct one. 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 generally 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 varies from a few days to about one week. 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 publish "Christmas Delivery Service" advice in the Help section. Please bear this advice in mind to avoid disappointment.
Q. What credit and debit cards do you accept?
A. We accept all the major ones - Mastercard, Visa, Amex, Debit cards such as Switch, and you can also pay via PayPal.
Q. Do I need an account with Jersey Lavender?
A. No. You can place an order without an account. However, the advantage of an account is that the system remembers your addresses - both billing and delivery address - so that you do not have to type them in again. You can also view details of your past orders.
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 Pay360.co.uk - our payment service provider. They carry out the transaction immediately. We generally recieve the funds a few days later.
Q. What is 3D Secure?
A. This is a system that improves the security of your online payment. Provided your card issuer is enrolled in it, and you have signed up to it, you will be asked for a piece of additional security information - a password - that should only be known to the card owner. It works a bit like a PIN number when you use your card when shopping on the High Street, and is designed to reduce online credit card fraud.
Other names for this system are Verified by Visa, MasterCard SecureCode.
All these extra security steps are carried out on a secure website hosted by your bank.