We try to make our shipping charges as fair as possible by matching them as closely as we can to our real costs for packaging and shipping – we don’t make a profit on packaging and shipping.

We pay our staff fair wages, the credit card company and bank take their cut and as a small company we aren’t in a position to negotiate cheap rates with shipping companies or the post office, especially for small parcels sent abroad.

It’s an imperfect system but we’d rather let you see the postage and shipping charges than charge higher prices for everything in order to be able to absorb the costs. We review the charges regularly to ensure that they are in line with our actual shipping costs and we regularly “shop around” to ensure we are using the most reliable and cost-effective shipping companies.

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I am a customer outside the UK. What will my order cost in my own currency?

We charge for all orders in British Pounds sterling, which will be converted to your local currency by your credit card company.

We suggest you use on of the many on-line currency converters such Google’s Currency Converter to estimate the cost based on today’s exchange rate.

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I am a customer outside the EU. Do I have to pay sales tax (VAT)?

We don’t charge VAT for customers outside the European Union. Prices on our website are displayed both with and without VAT.

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My country is not in your shipment list, do you ship to my country?

We ship internationally; although in some countries we have a distributor who sells Aqua Oleum products on our behalf.

Click here to check our distributor page to see if there is a distributor in your country.

If there is no distributor in your country, please contact us and we will add your country to our shipping list.

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My order is not accepted due to an error message

Here are a few things to check if you receive an error message on your order:

Ensure that the invoice address is the same as your credit card billing address (you can add a separate delivery address)
Ensure you have filled in all fields marked with an asterisk *
Ensure you have selected the correct country and the region / county selected corresponds with that country – both in the invoice and delivery address.
Put only numbers in the telephone number fields. Punctuation characters such as dots, dashes or brackets are not accepted

If you still experience problems, contact us with a copy of the error message and we will endeavour to help.

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Can you accept orders by mail or phone?

We can accept orders over the telephone Monday - Thursday between 9:30am-4:45pm and on Friday 9:30am -1pm (UK time) +44 (0)1453 885908. You can pay by bank transfer or credit / debit card.

If you would like to order by mail, please write to us at Unit 9, Griffin Mill, London Rd, Thrupp, Stroud, GL5 2AZ. We can accept UK cheques only.

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Which credit / debit cards do you accept?

We accept Mastercard, Visa Credit and Debit cards, Maestro and Solo. We regret that we can’t accept American Express or JCB cards.

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Are my credit card details secure?

We use Sage Pay secure credit card processing, which means that your credit card details are stored only on their secure server. They comply with all the latest standards set out by the credit card companies and they encrypt your credit card data using 128 bit SSL technology during transmission. We do not hold credit card details electronically anywhere at Aqua Oleum.

Please do not email credit card details for security reasons.

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My order is not accepted – there is a pop up window asking for “3-D Secure”

The 3-D secure scheme is a security scheme provided by Visa and Mastercard. It is a requirement from these credit card companies that we conform to this scheme to avoid fraudulent transactions. You will need to register – just follow the instructions provided on the pop-up window.

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Do you have a shop?

Aqua Oleum products are stocked by health food and independent shops across the UK and in countries where we have distributors. As many of these stores buy through wholesalers, we unfortunately aren’t able to provide a list of stockists in each area.

Products are available from the showroom of our sister company, Essentially Me Artisan Perfumes at Unit 16, Griffin Mill, London Rd, Thrupp, Stroud, Glos, GL5 2AZ, usually open Monday – Friday 9am-5pm. Call Essentially Me on 01453 882525 to confirm opening times.

If you are interested in stocking our products in your shop or on line, please contact us.

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Do you offer discounts for therapists?

On our website we offer a range of larger product sizes suitable for therapists (up to 100ml for essential oils and up to 5 litres for carrier oils). These sizes are not available in the shops and are very competitively priced: the price per litre decreases the larger the bottle you buy, providing a significant discount for anyone buying in larger quantities.

Please contact us if you are a trade customer interested in buying in bulk quantities larger than 5 litres.

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