Terms and Conditions

Terms for our Gift Shop are subject to change without notice. The construction, interpretation and performance of orders shall be governed by and construed in accordance with the laws of England with regard to its conflict of law rules.

The use of this site is voluntary and is being made available to you for use in obtaining Faerietales Emporium products.

By ordering from Faerietales Emporium via this site, telephone, email or post, you agree to the following terms and conditions:

Terms and conditions for sale of goods by Faerietales Emporium

1. General Statement:

These terms and conditions of sale ("Conditions") apply to all Goods supplied by Faerietales Emporium ("Company") whose principal place of business is at: 22 Samuel Manor, Springfield, Chelmsford.

"WE", "US" or “OUR” means Faerietales Emporium.

"BUYER/ YOU/ YOUR" means the person whose order for the Goods is accepted by us. We accept orders placed by: telephone, website (www.faerietales-emporium.co.uk), mail, email and through our shop.

"GOODS" means the goods (including any instalment of the goods), which we supply in accordance with these Conditions.

The Terms and Conditions, as well as the Returns Policy, apply to all orders placed with Faerietales Emporium. This includes, but is not limited to orders placed via: the website, mail, catalogue, telephone, email, and shop. By ordering from Faerietales Emporium, you declare, that the order is placed for personal or gift use.

By using and accessing the website you agree to be bound by company's Terms and Conditions, as well as the Returns Policy and all applicable law. You consented to these Terms the first time you accessed this website from a particular computer or device, and confirm your consent each time you use this website.

If you do not have the authority to agree to or accept company's Terms and Conditions, you may not use or access this website.

Product Use/ Cosmetic Use/ General Advice:

We make every reasonable effort to ensure that the information on this website is accurate and up-to-date. The material here is intended to provide general information and users are advised to seek further legal/ medical/ cosmetic use guidance before acting or relying on the contents. We disclaim all liability for loss and/or damage that may result from the use of information contained on this site.

Cosmetic Goods:

All our products intended for cosmetic use are certified and tested as required by law, and ingredients for any of these items are available via the website and upon request. Faerietales Emporium highly recommends that the users of these products perform a patch test before using any cosmetic product for the first time, and periodically thereafter as allergies can develop from the repeated use of ANY cosmetic product. 

2. Registration and Login:

We need to know your full name, address (delivery and invoice), contact telephone number and email address. 

Your personal information will never be shared with any third party companies in any way, with the exception of our nominated couriers. For more details on how your data is handled, please see our Privacy Policy.

3. Prices and Discounts:

All prices quoted are net of VAT. We make every effort to keep the prices on our website up to date; however any changes to said prices are subject to change without notice. The prices on the website supersede any other sources. 

Placing and order with us is quick and easy regardless of your chosen method. Please always check your order email confirmation; should there be any discrepancies, please let us know immediately via email, phone or online chat as changes to orders will not be possible once an order is in transit. 

4. Orders:

Order processing takes place Monday -Friday, 10am - 4pm, excluding bank holidays. The buyer will receive their final invoice with their delivery. Please note, that we have a minimum order value of £50 before carriage and VAT. Orders below this threshold will incur postal charges. This applies to all orders placed with Faerietales Emporium, regardless of how the order is submitted.

4.1 Website:

Our shopping cart calculates all the costs.

Once an order is placed, the buyer will receive an automated email confirmation with the exact copy of the order. This will include the billing and shipping addresses and any special instructions for the courier submitted to us at that point. The email will be sent to the email address registered on the buyer’s account.

The buyer is obliged to check their confirmation email and inform us as soon as possible if any errors have been made.

(NB: Sometimes the email confirmations may be filtered as SPAM so please always check the junk/ spam box for these).

Our contact details and office hours are available here.

For out of office hours contact, we advise all buyers to use our email contact details available or the chat system available on our website (outside of the office hours, the chat system will store any messages left for us, provided that there is an email address left with such message). We advise to always quote the order/ account number in all correspondence.

4.2 Telephone:

When contacting us to place an order over the phone, we ask all customers to have their registered details to hand so that we can locate their accounts. We also require for the customer to have a list of item codes they wish to purchase. The item codes can be obtained from our website.

4.3 Email:

If a buyer submits their order via email, we will process it manually and email a copy of a proforma invoice. The proforma invoice will list all the item codes and the final total for the order. At this stage, we will ask to confirm the order and confirm the preferred method of payment. Once the payment is submitted, we will send the order to be prepared and dispatched.

4.4 Post:

If a buyer submits their order via the post, we will process it manually. Once the payment is submitted, we will send the order to be prepared and dispatched. Please note we do not accept orders over the online chat facility.

5. Payment:

We accept the following methods of payment:

– Credit/ Debit Card

– PayPal

– Bank Transfer

We reserve the right to cancel any order if we do not receive the full payment for it within 14 days from the date of submission of the order, unless we have agreed an alternative time-frame with the buyer.

Please note we cannot dispatch goods until we receive the payment in full.

5.1 Credit/ Debit Card Payment:

The payment is handled by a secure external system that will capture and authorise the card details at the point of sale.

This system will generate a Unique Transaction ID each time a payment is submitted to Faerietales Emporium. The system will also send an automated email confirming these details, provided that an email address is submitted at the point of sale.

5.2 PayPal:

The payment is taken automatically through the PayPal system. If this method is chosen, the buyer will be redirected from our shopping cart to the PayPal site so that they can log in to their PayPal account check and confirm their details and submit the payment.

5.3 Bank Transfer:

When choosing this option, we will provide the buyer with our bank details for the transfer. These can be found on the automated email order confirmation.

In order to avoid any delays in processing, please provide the order number as the reference for the payment. The order will be processed once the payment has been received and cleared in Faerietales Emporium’s bank account.

5.4 Ownership of Goods

Faerietales Emporium retains the ownership of all supplied goods until the payment for these is made in full. 

Once the full payment has been received, the ownership of the goods is transferred onto the customer. 

Should the customer receive goods not listed on the final invoice or incorrect quantities of ordered goods, we advise them to contact us as soon as possible in order to resolve the matter.

6. Carriage:

Carriage is free for orders over £175 before VAT and after discounts (UK Mainland, exceptions apply, please see delivery page for more details.

Otherwise a postal charge.

For Scottish Highlands, British Isles and Northern Ireland, for orders below £250 incur a postal charge.

For more information on our shipping rates please see our Delivery Page.

7. Delivery:

For Export orders minimum order is £135+vat. 

Premium Dispatch

A faster dispatch service is available on UK Mainland orders at an extra cost of £7.50+VAT per order 

The option for a Premium Dispatch is present in the shopping cart and when clicked, the charge will be applied to the order.

Premium dispatch means that the order will be shipped from our shop on the same business day if it is submitted and paid for in full by 12pm on that business day. Orders placed after 12pm with premium dispatch option selected will be shipped the next working day. All orders shipped within UK Mainland are sent on a next working day delivery service.

If the order is not dispatched within the advertised time, we will refund the Premium dispatch service charge.

We reserve the right to review any order and refuse a premium dispatch service should it not be possible for us to fulfil. In those instances a refund of the £7.50+VAT service charge will be issued.

Please note that we do not dispatch/ deliver orders during weekends and bank holidays.

7.1 Courier:

We send all larger orders for UK Mainland on an over-night courier service. We aim for next day delivery once the order is ready; however we reserve 2-3 business days on average for order processing and preparation. On occasion these times may be extended. We notify of any changes to dispatch times on the website above the search bar if the delay exceeds an extra business day. Should you need any information on current dispatch times, please contact us via telephone, chat or email. We charge a flat rate of £7.50+VAT for all UK Mainland delivery orders. The delivery is free for orders over £175+VAT (UK Mainland).

We advise you to provide a mobile telephone contact number when placing an order as the courier system sends automated text notifications with estimated delivery times on dispatch. We use a courier door-to-door service for all our deliveries. Buyers are obliged to provide us with full accurate delivery address and a contact telephone number (ideally a mobile telephone number). 

Courier deliveries take place Monday-Friday, 7.30am - 5.30pm (excluding bank holidays). On occasion, the couriers can deliver outside of these hours, however this is usually at their discretion and it is not a service that can be purchased via Faerietales Emporium. Please always check your email confirmation as the shipping address on the confirmation will be the one we will pass on to our courier service provider. If you have any special instructions for your delivery i.e. shop opening times, safe place around your property or a neighbour that will take the delivery if you are not available, please advise us of these details at the point of sale. If special instructions are provided post-dispatch of the order, we cannot guarantee the courier will receive them in time, which may delay the delivery. ­­­

Faerietales Emporium is not liable for goods left safe upon request.

Courier will attempt the delivery once and should this be unsuccessful, they will email/ text or leave a card to advise of the attempt and also leave details on how to arrange a redelivery. Please contact us or follow the instructions on your missed-delivery card to complete the delivery. Should the redelivery be unsuccessful, Faerietales Emporium reserves the right to issue a new delivery charge of £7.50+VAT on the 3rd attempt.

7.2 PO Box Deliveries:

Faerietales Emporium can include a delivery option that serves PO boxes.

7.4 Dangerous Goods to Northern Ireland:

Some of our Essential Oils are classed as Dangerous Goods. Due to courier restrictions on transportation of Dangerous Goods to Northern Ireland via road we can only use air or pallet freight for such deliveries. Air and pallet freight are subject to DG surcharge.

Please contact us via email, online chat or telephone should you require further details.

8. Out Of Stock Items:

We try to keep our website as up-to-date as possible. If there are any out of stock items, we will deduct these from your final invoice, which will generate a refund that will be put back to the original method of payment within 1-7 business days.

If the out of stock goods exceed 20% of your order, we will contact you so that you can choose alternatives. In order to make this process as swift as possible, we advise to always put the most up-to-date contact details on the order. We will be contacting buyers via the telephone so please make sure you provide us with a current telephone number.

If you wish for us to contact you on every out of stock item, please request this when placing your order. You can leave a message for us in the 'special instructions' box, email or contact us via the chat system. If we cannot reach you via the telephone we will leave a voicemail if there is such option. If not – we will email. We will hold the order until 3pm the following business day and if we do not hear from you by then, the order will be shipped and the difference refunded.

A refund will be issued for any out of stock items. Refunds are processed within 1-7 days once an order has been invoiced and dispatched.

We aim to process all refunds within 1-7 business days from the invoice date, however this can take longer during the busiest periods in the year (September -January). BACS/ Cheque/ Postal Order: If there is a difference in payment, a credit against the next order will be logged on the account. Please note we do not offer a back-order service. Our website will display estimated delivery times for most products. Also, you can sign up for 'back to stock' email notifications. Both these options are available via the website only and are visible once you are logged in.

9. Cancellations:

If you wish to cancel your order, please inform us of this immediately via the telephone, email, or our online chat system. We will confirm the cancellation with you in writing and refund the payment for the order.

If you cancel your order after it had already been dispatched, but it is still on the way to its destination, we will contact the courier and stop the delivery; however we will deduct the carriage charge from the overall refund for the cancelled order. If you wish to cancel the full order or any part of an order after you have already received it, you have the right to do so within 7 days of the delivery date of the order. In such case, please contact us so that we can provide you with a Returns Form to fill in and include in the return. Please note, we will not reimburse the return postage charge or the initial delivery charge. We will request that you return the goods at your own cost. Please return the goods within 7 days of receiving the returns form/ written confirmation of Faerietales Emporium accepting the return.

If you wish to use our collection service, we will charge an additional return fee based on the courier service required to get the parcel/pallet returned. This will be confirmed with you prior to arranging the collection. Once the order is returned, we will refund your original method of payment less any postage charges incurred. The goods should be unopened and in their original packaging.

Please note that we do not accept returns on customized goods.

9.1 Special Orders:

We require 20% deposit for any special order made. Should the customer wish to cancel a special order after it has been originally confirmed and the deposit has been paid, the deposit will not be refunded.

Any goods manufactured especially for a customized order (bath bombs, soap, oil blends etc) will need to be purchased in the increments of their ‘production runs’. We can usually estimate how many of an item can be made per production run, however if there are any extra products made, the buyer will be required to purchase these also.

10. Moreover:

Please note that we import goods from all over the world, as well as locally. We also produce a large amount of the bathroom, aromatherapy and home fragrance product lines. We make every effort to keep the supplies as uninterrupted as possible. Due to the large scale of operations involved in the continuity of stock supply, we cannot guarantee all items will be available to order at all times.

Trademarks Ancient Wisdom referenced on this website is the trademark or registered trademark of Ancient Wisdom Ltd in the UK and/or other countries. Other product and company names mentioned on this website may be the trademarks or registered trademarks of their respective owners.

11. Disclaimer:

To the fullest extent permitted at law, Faerietales Emporium is providing this website site and its contents on an "as is" basis and make no (and expressly disclaims all) representations or warranties of any kind, express or implied, with respect to this website site or the information, content, materials or products included in this site including, without limitation, warranties of merchantability and fitness for a particular purpose. In addition, Ancient Wisdom Ltd does not represent or warrant that the information accessible via this website site is accurate, complete or current. Price and availability information is subject to change without notice.

Except as specifically stated on this website, to the fullest extent permitted at law, neither Faerietales Emporium nor any of its affiliates, directors, employees or other representatives will be liable for damages arising out of or in connection with the use of this website or the information, content, materials or products included on this site. 

This is a comprehensive limitation of liability that applies to all damages of any kind, including (without limitation) compensatory, direct, indirect or consequential damages, loss of data, income or profit, loss of or damage to property and claims of third parties. For the avoidance of doubt, Faerietales Emporium does not limit its liability for death or personal injury to the extent only that it arises as a result of the negligence of Faerietales Emporium, its affiliates, directors, employees or other representatives.

a) This agreement shall be governed by and interpreted in accordance with English Law and the parties hereby submit to the jurisdiction of the English Courts.

b) Implied terms shall be executed to the fullest extent permitted by law.

c) If either party is affected by 'Force Majeure' (material circumstances beyond reasonable control of that party) it shall immediately notify the other party in full of the nature and extent of the circumstances. Notwithstanding the other provisions of this agreement neither party shall be deemed to be in breach of this agreement or liable as a result of the Force Majeure. Where Faerietales Emporium has claimed Force Majeure in respect of the supply of goods or services; the Customer may choose to obtain support services from another party.

d) Any director or representative of the Customer will be deemed to be its authorized signatory and thereby guarantee the Customer's acceptance of its obligations under this agreement.

e) Failure of either party to exercise or enforce any right within this agreement shall not be deemed to be a waiver of such right.