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ORDERS
Please be aware that by placing an order you have accepted the terms and conditions under which orders are accepted by Luminescents which is not negotiable. Luminescents makes no commitment to process an order within any given time scale, especially if the order contains rare, precious or hard to find or seasonal items items for which the company is renowned, nor will it enter into any correspondence regarding the same. Those items marked as special orders on the page from which they may be purchased or are handmade upon your purchasing instructions are just that and may not be returned for any reason. Placing a special order implies that you have read, understood and accepted our terms and conditions about which you are reminded upon receipt of acknowledgment of order and processing communications.
Orders placed, no matter for what product, will be despatched as soon as is practicable but if you order an item that happens to be rare, precious, seasonal or difficult to obtain, then please show some patience.
Luminescents reserves the right to cancel an order without notice or explanation and will issue a refund should this occur.
It is YOUR reponsibility to ensure that when creating an account you make sure that all the details are entered correctly. The data you enter is what will be used to create labels and if your address information is incorrect then you will, at worst, not receive your order or, at best, it will be delayed. An incorrect e-mail address will mean you will receive no progress mails on your order. Luminescents will not accept any liability under such circumstances and a refund will only be made when and if the item is returned to us as undeliverable by The Royal Mail. No-one at Luminescents can make a change to data you have entered - you can change it at any time but we can't - we can see your builling address, despatch address (if different) and your e-mail address only.
All orders trigger e-mails sent to the e-mail address you have registered at the time of creating your account. An acknowledgment, and information mails are sent automatically and receipts ARE received from the ISP where your e-mail account is registered. PLEASE CHECK YOUR E MAIL including your spam box in case you have filters set far too high but if you still have not received e-mails then alert your ISP and log into your account at Luminescents and check your account - all order mailings are copied there and a full audit trail is provided - including information mails.
All Essential oils and Absolutes plus many Medicinal Herbs are classed as hazardous substances and must be handled correctly. They are subject to customs and excise inspections and consequent delays as many are sourced from outside the EU which can delay any processing of an order.
CARRIAGE
I ship using the Royal Mail services and if you are in the UK then your order will be shipped 2nd class recorded delivery which means you may track it. You wil be advised of a tracking number the day after it is collected by The Royal Mail which is when the tracking number is provided to me.
It is YOUR responsibility to ensure that someone is available to take the delivery and sign for it. Should that not be possible then you can telephone the Royal Mail to re-schedule a delivery to suit you or to arrange collection. All enquiries should be directed, first and foremost, to the Royal Mail on 08459 272100 or use the track and trace service by logging on to www.postoffice.co.uk quoting the code you will have been advised.
No one at Luminescents can do this for you.
Please allow up to 28 days for your products to be delivered although, in practise, it is usually no more than a few days from confirmation and payment of your order before you receive it if you live within the UK unless the item ordered is not in stock at the time of your order. The USA and mainland Europe takes, on average, around 10 days if your location is mainstream urban, if rural then, in my experience, it takes quite a bit longer, especially in America where US Customs can delay anything.
Confirmation of despatch means that the item/s ordered have been placed in the Royal Mail pickup area of this complex so, for instance, confirmation of despatch on a Sunday, for instance, means that the item is already in The Royal Mail's hands but will not be processed by them until first thing on the next working day.
When you receive confirmation of despatch which is an autometed e-mail with receipted delivery notification, then please be aware that this is confirmation that the item you have ordered has been deposited for collection by The Royal Mail and is reliant upon them from thereon. As soon as a parcel arrives in its destination country, if outside the UK, then from that point on, the delivery to you is the responsibility of that country's postal service and has nothing to do with the Royal Mail.
Outside the EU, all parcels must have a customs declaration on them. It is not the responsibility of Luminescents, or any of its subsidiaries, to include or pay a separate sovereign nation's customs duties so please be aware that as a customer it is your responsibility to pay customs duty if applicable in the country you reside in.
RESTRICTED GOODS
There are some countries in the world where I cannot post some items included on this website due to local restrictions on imports or EU restrictions on exports. In such cases I will advise upon ordering. Should your domestic Customs and Excise department confiscate and destroy any item you have ordered because of local restrictions on the importation of any goods you may have ordered then Luminescents accepts no liability under such circumstances and will make no refund. It is your responsibility to make yourself aware of your own country's restrictions before placing any orders. Additionally there are quite a few countries where I am unable to accept an order automatically as no postal charges can be worked out automatically.
Under these circumstance please make your order by e-mail to:-sales@luminescents.co.uk stating the size and quantity of the item/s you require. I will usually respond within 24 hours.
COUNTRIES I WILL NOT DESPATCH TO
Due to the overwhelming fraud attempts and parcels that go missing continually to certain destinations plus import/export restrictions, there are countries to which I will simply not sell to nor send anything to unless the customer is known to this company or follows the simple ordering guideline as above. Orders may be be declined without reason at the discretion of the company. These, regrettably include Australia, New Zealand, China (including Hong Kong & Tibet), Thailand, Japan, Malaysia, Singapore, Nepal, India, Burma, Indonesia, Korea, Vietnam, Laos, Bangladesh, & Pakistan principally but also include most of the Middle East and The Far East. None of Africa apart from The Republic of South Africa and none of the South American Continental countries..
POSTAL CHARGE ENQUIRIES
Please DO NOT e-mail or telephone to ask what the postal charges are. No-one here can tell you - they are worked out by the Royal Mail's postal module based upon the weight of the item/s you order (only the system knows that) and the destination (which only you know) - suffice to say all rates are discounted on Royal Mail's normal rates as I subsidise postal charges. Simply add items to your basket, go to checkout and the system works out the postal charges for you, gives you options and all before you ever get anywhere near to making a payment. The exceptions are the countries I do not currently ship to or ship only manually.
DELIVERIES
Please DO NOT specify a delivery day or date with your order. It is quite impossible for me to control the vagaries of the Royal Mail and its schedule.
Please be aware that having received notification of despatch, this merely means that your parcel is now in the Royal Mail's system and if your destination is within the UK, the delivery of the item is now their responsibility and entirely governed by the Royal Mail Charter. Unless you have requested and paid for a signed for guaranteed delivery (known as SPECIAL DELIVERY for which Royal Mail terms and conditions apply), you cannot query the delivery of your parcel for 15 working days from the date of despatch and whilst most parcels within the UK take nowhere near as long as this, occasionally due to circumstances within the Royal Mail, delivery can take longer, especially to remote locations.
If you have asked for a note to the postman to be attached to your parcel leaving the item at another location should you not be available to take delivery yourself, you do so at your own risk and such instruction negates any responsibility for the delivery of the item by this company or any of its subsidiaries and no refund or replacement will be made.
All enquiries should be directed, first and foremost, to the Royal Mail quoting the proof of postage registration number which you will be advised of upon despatch - please check your e-mail.
For locations within the rest of the EU, you cannot query your delivery for 28 working days. A proof of postage registration number advised upon despatch - please check your e-mail.
For the rest of the world, your domestic mail service should be your first point of contact after 28 days from notification of despatch. Customs and Excise declaration forms will be attached to your parcel and your domestic Customs and Excise agency may well open your parcel before delivery to you - any duties to be paid are the responsibility of the purchaser.
UPON RECEIPT
If for some reason you feel that the product you have ordered is not as described or arrives damaged, please return it to us and we will make either a full refund or re-place the item if it is damaged in any way as soon as it is received - whichever you prefer.
Luminescents accepts no responsibility nor liability for goods ordered in error or ordered with conditions attached to the order that Luminescents has not expressly accepted beforehand and will not consider a refund under such circumstances as a matter of course. E-mail us should you have an enquiry of this nature.
Please contact sales@luminescents.co.uk if you have reason to return an item or query an order.
RETURNS
You have the right to cancel within seven days of your purchase with the exception of special orders (as shown on the page from which the purchase may be made). If you do cancel your order, you will have your payment refunded, by the method in which you made the original payment if still possible, immediately if the goods have not been despatched to you or as soon as the goods have been returned if you are already in receipt of them.
Special orders are exempt from cancellation and return because they have been specifically ordered by you, having read, understood and accepted our terms and conditions. You may not return something that has been specifically obtained or hand made for you upon your instructions rather than a stock item.
To return any purchase, please ensure that the goods are wrapped securely and packed appropriately and return by registered mail if in the UK ( as it was sent that way in the first instance within the UK) to the following address....
Luminescents.co.uk
Unit 15, The 1929 Shop
Merton Abbey Mills
Watermill Way
London
SW19 2RD
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