On this page you will find our frequently asked questions. Simply click on the green title text and a list of frequently asked questions with answers will appear. A very useful page to find the information you are looking for without any waiting times associated with emails. We aim to continually add to this FAQ’s page.
- MATERIALS AND THEIR USE
-My absolute/CO2 is of a very thick/solid consistency. How do I make it pourable?
With few exceptions to the rule, very thick/solid materials can be made pourable by placing the bottle (cap tightly on) in a cup, then filling the cup with boiling hot kettle water (without submerging the cap) and placing a tea coaster on the cup. Allow for a few minutes until the materials becomes pourable and ready to use. Should you have any trouble with this process please get in touch and we will try to assist you further.
-Why does my CO2 look in smaller amounts than stated?
Some waxy materials (like rose CO2 or lilac CO2) might have a bigger volume when warmed up. Viscous materials have to be warmed up in order to be made pourable to enable us to decant them.
-Which oils can be safely used in food flavouring?
The FDA has compiled a list of oils that can be safely used in food flavouring. Please refer to the FDA’s list for GRAS oils available at this link.
-Do I have to respect IFRA restrictions when I formulate my perfumes?
Although the IFRA can provide useful information and directions, IFRA restrictions are only compulsory for IFRA registered members.
-Can you give me the recipe for a perfume?
We do not offer this service at the moment.
-What is the minimum spend for wholesale orders?
The minimum pend for wholesale orders is £100GBP.
-Can I buy materials from both the retail and the wholesale list in a single order?
Retail and wholesale orders must be placed separately and cannot be combined in one single order.
-How do I place an order from the wholesale list?
If you are based in the mainland UK, then you can place your order online via the bulk wholesale page. For other countries please get in touch with us via email (but you can still use the prices on the bulk wholesale page as a price reference).
What does “prices on application” mean?
It means we do not currently hold stock of the product and we will obtain the price from our supplier upon request.
-Can I apply discount codes to wholesale products?
Discount codes cannot be applied to products purchased via the wholesale list. Should a discount code be applied to a wholesale order, the order will be cancelled with no exceptions.
-A product I would like to buy wholesale is not on the wholesale list. Does it mean it’s not available to buy wholesale?
As a general rule if the product you would like is not on the wholesale list then this means the product is not offered at wholesale prices. However you are always welcome to get in touch on email and ask the question.
-Can I get free SDS for the materials purchased wholesale?
Yes, you can get in touch via email if you have purchased products wholesale and wish to obtain the respective SDS. The requested documentation will be provided in electronic (pdf) format only.
-Which countries do you supply to?
We can ship to a total of 34 destinations around the world – all listed below.
Austria, Belgium, Brazil, Canada, Czech Republic, Denmark, Finland, France, Germany, Greece, Hong Kong, Hungary, Iceland, Italy, Japan, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Republic of Ireland, Romania, Singapore, Slovenia, Slovakia, Spain, Sweden, Switzerland, Taiwan, UK, USA
-What is the minimum spend for a retail order to my country?
We have a universal minimum order of £50GBP for all the countries we supply to.
-How long does it take for an order to be delivered?
Usually orders are delivered within one week in UK mainland and within 7 to 15 days to Europe and the rest of the world. If your order hasn’t been delivered after 15 days please get in touch for assistance.
-I have placed two orders. Can I combine them in one parcel and save on the shipping?
Whenever possible we will try and combine the orders and refund one lot of shipping costs, although we cannot guarantee that it will always be possible. We encourage customers to get in touch on email to discuss if it’s possible to combine multiple shipping.
-Why has my order been voided? When can I expect to have the money showing again in my balance?
An order can be voided when it does not comply with our terms and conditions or when the customer requests us to do so. In this case no transaction will take place and your available balance will be restored typically within 24h (subject to your bank).
-When do you refund an order how long does it take for the money to be returned to my account?
Money refunded usually takes 3 to 4 working days to be returned to your account (subject to your bank).
-Can I deduct VAT from my retail order?
The only retail orders that are VAT exempt are those from countries not part of the EU (both billing and shipping address of the customer).
-I have more than a discount code, can I apply them to my order?
Only one coupon code can be used per each order.
-How do I create an account?
You can create an account at the checkout of your first order. Once entered your personal details just check the “create an account?” box.
-If I edit my profile with a new shipping address will my recently placed order be dispatched automatically to the new address?
No, the shipping address is the one you enter/select at checkout. Should you edit your shipping address after placing an order please do get in touch with us via email.