Delivery + Returns + Ordering FAQ’s

Please note we are currently experiencing longer processing times and restricted access to many countries due to Covid-19. At this time we are able to ship within the UK, Ireland and the US only. Thank you for your patience – Updated April 3, 2020

Processing Time
Please allow up to 3 working days for us to process your order*.

UK Mainland
Sample Service, £0.99 (1 working day, including Saturdays. Envelope through letterbox)
2-3 Business Days, £1.99 (2-3 days, including Saturdays. Signature Required)
First Class, £4.99 (1-2 days, including Saturdays. Signature Required)
Same Day Dispatch, £14.99 (Guaranteed Next Working Day by 1pm, Signature Required. Orders must be placed before noon the day before)

International
Europe, £11.50 (3 – 5 working days. Tracked. Signature Required)
Rest of the World, £18.50 (5 – 7 working days. Tracked. Signature Required)

Any duty/tax incurred from cross-border shipping will be payable by the customer on delivery, therefore we recommend that you inform yourself of your customs policy where applicable.

*Please Note: Processing + Shipping times may be longer during peak times (i.e. Christmas, Royal Mail service disruptions, etc.).

If your order is damaged in transit/spilled, please take photos and contact our team within 3 WORKING DAYS of receiving your order. Your order is insured and you can make a claim directly through Royal Mail.

If your order is delivered in error (i.e. the wrong product in your order), please take photos and contact our team within 3 WORKING DAYS of receiving your order. We will work with you to make it right.

You have the right to change your mind. We accept returns and exchanges on unopened, unused, undamaged products in their original packaging if you have a change of heart. Please contact us within 7 DAYS of receiving your order, and we can work together towards a successful outcome. Please note that all return shipping costs will be at the customer’s expense. Once your products are received, and they are in re-sellable condition, you will be refunded via the original method of payment used. We will notify you by email when the refund has been processed. Please allow up to 14 DAYS for the credit to appear. We recommend using tracked mail service.

Our mission is to help you feel healthy, confident and less stressed. If for any reason after 30 days you are not happy with your order, please contact us and we will work with you to make it right. If you have never tried Awake Organics products or have a history of sensitive skin, we always suggest testing a sample first.

We do not accept returns or exchanges on Bespoke or Wholesale orders unless the item(s) are damaged in transit/spilled or delivered in error (i.e. the wrong order, etc.).

If you have a history of sensitive skin, allergic reactions or have never tried Awake Organics products before, please test the product(s) you purchase on a small area prior to using as directed. We suggest using our Sample Service if you have any concerns.

Skin chemistry varies from person to person. Although we use the purest natural ingredients, Awake Organics cannot guarantee that customers will not experience any reactions, and cannot be held responsible should any occur.

We do not accept responsibility for lost packages if the customer supplies an incorrect shipping address or the package is refused at the destination.

Please double check the processing and delivery times below. In the unfortunate event that your order has not arrived within the time frame specified, please contact us, quoting your order reference. Your order will have been sent via Royal Mail Tracked & Signed service, so we will be able to investigate what happened. Occasionally orders do get lost, and if this is the case, your patience is very much appreciated while we work on your postage claim.

Processing Time
Please allow up to 3 working days for us to process your order.

UK Mainland
Sample Service (1 working days, including Saturdays. Signature Required)
Small Packet (2-3 working days, including Saturdays. Signature Required)
First Class (1 working day, including Saturdays. Signature Required)

International
Europe (3 – 5 working days. Tracked. Signature Required)
Rest of the World (5 – 7 working days. Tracked. Signature Required)

Payments on our website are made securely through PayPal, where you have the option of using a major credit card or Pay Pal.

To use any Promo Code, just type it in at checkout. If you have any problems using your code, check whether the promo has expired, or if you have already used it for a previous order. Our promo codes can not be combined, and most are for one-time use. If you continue to have problems, please get in touch.

We are unable to ship to multiple shipping addresses in one order. If you’d like to ship to multiple addresses, please place a separate order for each unique address.

Contact us, explaining the problem. We will do our best to help you sort it out.

When your order is received, we’ll send you an email to confirm it. If for any reason you do not receive this email, please check your spam/junk mail folders. If you still have not received any confirmation from Awake Organics, please contact us.

We do our best to keep prices consistent, however sometimes that is not possible. Awake Organics reserves the right to adjust our prices at any moment due to fluctuations in the market that affect production costs by more than 15%.

We accept MasterCard, Visa, Paypal and bank transfers by request.

If you are a registered business, please get in touch to make an inquiry and request our wholesale rates.

Varies depending on the size and destination or the order, however we can advise you on what to expect. Please get in touch to make an inquiry.

If your order is damaged in transit/spilled, please take photos and contact our team within 3 WORKING DAYS of receiving your order. Your order is insured. Your patience is appreciated while we investigate and make a claim on your behalf.

If your order is delivered in error (i.e. the wrong product in your order), please take photos and contact our team within 3 WORKING DAYS of receiving your order. We will make it right.

We do not accept returns or exchanges on Wholesale orders unless the item(s) are damaged in transit/spilled or delivered in error (i.e. the wrong order, etc.).