Shipping policy

Shipping Policy

Order Processing & Dispatch

All products are pre-made and stocked in our UK facility.

Orders are processed and dispatched within 2–3 business days of payment confirmation (excluding weekends and public holidays). Once your order has been dispatched, you will receive a confirmation email containing tracking information.

Please note that processing time is separate from delivery time and delivery estimates may vary depending on destination and carrier.

Order Quantities

We accept small to bulk quantity orders, with a minimum order weight of 1kg.

There is no fixed maximum shipment weight. Larger or heavier orders may be shipped in multiple parcels depending on carrier requirements.

If you are planning a particularly large or specialised order, we recommend contacting us in advance to confirm shipping arrangements.

Shipping Origin & Destinations

  • All orders are shipped from the United Kingdom

  • We ship domestically and internationally, subject to carrier availability and destination regulations

It is the customer’s responsibility to ensure that the products ordered are permitted for import into their destination country.

Shipping Methods & Tracking

  • All shipments are sent using tracked services

  • Shipping costs are calculated automatically at checkout based on:

    • Total order weight

    • Delivery address

    • Carrier service availability

Untracked shipping options are not offered.

Customs, Duties & Import Taxes (DAP)

All international orders are shipped on a DAP (Delivered At Place) basis.

This means:

  • Customs duties, VAT, import taxes, and clearance fees are not included in the product price or shipping charge

  • These charges are the full responsibility of the customer and must be paid upon arrival

  • Failure to pay applicable charges may result in delays, returns, or disposal of the shipment

Refunds will not be issued for orders refused or abandoned due to unpaid customs charges.

Essential Oils & Product Restrictions

Our product range includes pure essential oils, fragrance oils, carrier oils, and related products.

Due to the nature of these products:

  • Some items may be subject to postal, carrier, or customs restrictions

  • International shipments may be delayed or inspected by authorities

  • Certain oils may be restricted or prohibited in specific countries

JKL cannot be held responsible for delays, seizures, or refusals caused by customs or regulatory authorities.

Damaged, Leaking, or Broken Items

If your order arrives damaged, leaking, or broken, you must:

  1. Contact us by email within 24 hours of delivery

  2. Provide clear photographic evidence of:

    • The affected item(s)

    • Internal packaging

    • External shipping carton

All damage claims are assessed at our sole discretion.

If we determine that the issue was not caused by customer handling, a replacement will be arranged. We will then liaise directly with the carrier to investigate the cause of damage.

Claims submitted outside the 24-hour reporting window may not be accepted.

Lost or Delayed Shipments

If your shipment appears lost or significantly delayed, please contact us by email with your order number and tracking information.

We will:

  • Assist by contacting the carrier on your behalf

  • Provide updates where available

A shipment is not considered lost until the carrier has officially confirmed it. Delays caused by customs processing, weather conditions, or carrier backlogs are outside of our control.

Returns & Refunds

Due to hygiene, safety, and contamination concerns, we do not accept returns on:

  • Opened essential oils

  • Opened fragrance oils

  • Opened carrier oils

  • Any opened or used product

Returns are also not accepted where packaging has been opened or compromised, even if the product remains unused.

Please review all product information carefully before placing your order.

Contact Information

If you have any questions regarding shipping, customs, or delivery before placing an order, please contact us by email. We are happy to clarify shipping requirements in advance.

zak@johnkellys.com

07821 687860