Shipping & Return Policy

Below are comprehensive, UK-compliant Shipping and Refund policies tailored for The Frankincense Co. (thefrankincenseco.uk).

These templates account for UK e-commerce consumer laws (including the UK Consumer Contracts Regulations) and the hygiene/natural product standards required for resins, essential oils, and fragrances.

Shipping Policy

Last Updated: 08-09-2026

Welcome to The Frankincense Co. (https://thefrankincenseco.uk). We strive to process and deliver your order as efficiently and safely as possible. Below are the details regarding our dispatch times, shipping rates, and delivery expectations.

1. Order Processing & Dispatch Times

  • Processing Time: All orders are processed within 1 to 2 business days (excluding weekends and UK public holidays) after receiving your order confirmation email.
  • Cut-Off Time: Orders placed before 15:00 PM GMT Monday through Friday will begin processing the same day. Orders placed after this time or over the weekend will be processed on the following business day.
  • You will receive a shipment confirmation email containing a tracking number once your order has dispatched.

2. UK Delivery Rates & Estimates

We offer tracked shipping on all domestic UK orders to ensure safe delivery.

Shipping OptionEstimated Delivery TimeCost
Standard Delivery2 – 4 Business Days£3.95 (Free on orders over £40)
Express Delivery1 – 2 Business Days£5.95

Note: Free delivery thresholds apply to the net order value after any discounts or promotional codes are applied.

3. International Shipping

We ship selected natural resins and products internationally. Shipping rates and delivery windows for international destinations are calculated at checkout based on location and weight.

  • Customs, Duties & Taxes: International orders may be subject to import duties, taxes, and handling fees levied by the destination country. The Frankincense Co. is not responsible for these charges. All fees incurred during or after shipping are the customer’s responsibility.

4. Order Tracking & Delivery Issues

  • Tracking: Once dispatched, your shipping email will include a link to track your parcel.
  • Missing or Delayed Deliveries: If you have not received your package within 7 business days of receiving your dispatch confirmation email, please contact us at info@thefrankincenseco.uk with your order number.
  • Incorrect Address: Please double-check your shipping address during checkout. We cannot be held responsible for orders shipped to an incorrect address provided by the customer.

5. Damaged Goods in Transit

Please inspect your order upon delivery. If your item arrives damaged or broken:

  1. Contact us within 48 hours of receipt at info@thefrankincenseco.uk.
  2. Include your order number and clear photos showing the damaged product, internal packaging, and external shipping container.
  3. Retain all original packaging material until our team reviews your claim.

Refund & Return Policy

Last Updated: 08-09-2026

At The Frankincense Co., we take pride in the quality and purity of our natural frankincense products. Under the UK Consumer Contracts Regulations, you have the right to cancel and return your order under specific conditions.

1. 14-Day Right to Cancel / Return Policy

You have 1 calendar days from the date you receive your order to request a return.

Eligibility Requirements:

To be eligible for a return, items must meet the following criteria:

  • Unopened, unused, and in the same condition as received.
  • Retained in original packaging with all factory seals and labels completely intact.
  • Accompanied by proof of purchase (order number or email confirmation).

2. Hygiene & Non-Returnable Exceptions

Due to health, safety, and hygiene regulations associated with personal care and natural botanical products (essential oils, burning resins, incense, and skincare), we cannot accept returns on opened or partially used goods.

Non-returnable items include:

  • Opened or broken-seal bags of frankincense resins/powders.
  • Opened or unsealed essential oils or fragrance blends.
  • Gift cards or promotional samples.
  • Custom, bulk, or wholesale orders (unless damaged or defective).

3. How to Initiate a Return

Important: Do not send returns back without contacting us first. Returns sent without prior authorization will not be accepted or processed.

  1. Email our customer team at info@thefrankincenseco.uk.
  2. Provide your Order Number, the Item(s) you wish to return, and the Reason for return.
  3. Our team will review your request and send return instructions and the return shipping address.

4. Return Shipping Costs

  • Customer Responsibility: Unless the return is due to a incorrect or damaged item, you will be responsible for paying your own return shipping costs.
  • Recommendation: We strongly recommend using a tracked and insured carrier service (such as Royal Mail Tracked). We cannot guarantee that we will receive your returned item, and we are not liable for lost return parcels.
  • Original delivery fees are non-refundable.

5. Refunds Process

Once your return is received and inspected, we will send an email notification confirming receipt and whether the refund has been approved.

  • Approved Refunds: If approved, your refund will be processed automatically to your original payment method within 10 business days.
  • Bank Delays: Please note that your bank or credit card company may take additional business days to post the funds back into your account.

6. Exchanges

We do not offer direct exchanges. The quickest way to ensure you get the item you want is to return the original unopened item for a refund and place a separate new order.

7. Contact Us

For any questions or concerns regarding shipping, returns, or refunds, please reach out to us:

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