Frequently Asked Questions
Delivery
1. Do you offer free shipping?
Of course! Orders over £40.00 in the UK get free shipping.
2. How much does other delivery cost?
Here are our delivery rates:
|
Region |
Cost |
|
Domestic - UK (under 2kg) |
£5.95 |
| Austria (excluding customs charges) | £19.50 |
| Belgium (excluding customs charges) | £14.50 |
| Bulgaria (excluding customs charges) | £27.00 |
| Denmark (excluding customs charges) | £17.50 |
| France (excluding customs charges) | £17.50 |
| Ireland (excluding customs charges) | £16.45 |
| Isle of Man | £16.50 |
| Isle of Wight & Isles of Scilly | £14.00 |
| Jersey | £5.95 |
| Netherlands (excluding customs charges) | £14.00 |
| Norway (excluding customs charges) | £21.00 |
| Portugal (excluding customs charges) | £45.00 |
| Scottish Highlands & Islands | £15.00 |
| Sweden (excluding customs charges) | £20.00 |
| Switzerland (excluding customs charges) | £21.00 |
All international deliveries are subject to additional customs charges, which may be imposed at border control. Please email us if you have any queries regarding this.
3. How long does delivery take?
In the UK, parcels are sent by ParcelForce. You should expect your delivery within 3 working days if your order was placed Monday - Friday.
We offer Saturday deliveries if you need your parcel earlier, please email us and we can arrange this for you!
International delivery time varies depending on country. Please check your confirmation and track your order for your delivery date.
4. How can I track my order?
If you haven't received a tracking notification by email or text, please email us and we'll resend it to you.
5. I bought something by mistake, can I return it to you?
Yes no problem, as long as the products are unopened and in the original sold condition. We offer a 14 days returns policy from the day you receive it.
Please contact our customer care team.
6. I missed the delivery, what can I do?
Don't worry, the courier will leave you a card and attempt to deliver again in a few days. If they are unable to deliver, they will send it back to our headquarters. If it comes back to us then an additional delivery charge will be applicable to send it back out.
Products
1. Are your products vegan friendly?
Yes absolutely, we only use plant-based products and we will never used animal products.
2. Do your ingredients include added sugars, flavours or colours?
Nope, zilch. All of our products are made with natural ingredients. We use great quality ingredients to make products that do good for you and the environment.
3. Does Aura tea contain any caffeine?
Some teas will contain Oolong or Jasmine tea leaves which naturally contain caffeine. All ingredients are listed on product pages so you can check before purchasing.
4. Are your products gluten, dairy, nut free?
We don't use any gluten, dairy or nut based products in any of our products.
5. Where are your product images sourced?
All product images displayed on our site are authentic and directly showcase our actual products. However, please note that some images featured within our blog posts may be generated using AI technology for artistic and illustrative purposes.
Ordering
1. I forgot something, can I amend something?
If the order has not been dispatched yet, yes you can! Please contact our customer care team to amend this. If the order has already been dispatched, then we're afraid we cannot make any changes.
2. How do I use the discount code?
You can add the discount code at checkout and it will be applied to the order.
3. How do I make payment?
At checkout, you'll be able to pay by credit or debit card via our website.
4. I want to distribute your products, how can I do this?
We offer great distribution opportunities, please visit this page for more information.
5. I'm a herbalist/practitioner, can I order for my clients?
Absolutely, please contact Steve to set up a practitioner account: steve@phoenixmedical.com.