Overseas Delivery and Stockists Information

EU Orders

Following the UK leaving the EU we are no longer able to directly fulfill orders to EU customers. We have appointed two authorised distributors within the EU who will be able to supply customers with our full range of products.

Our French distributor, Chiens et Chats Naturellement, are able to sell to customers in all EU countries, with the exception of Finland.

Customers in Finland can purchase directly from our distributor Shetland Oy.

Contact details for both may be found below.

Non-EU Countries

Shipping to non-EU countries outside of the UK are unaffected and we continue to be able to supply non-EU countries.

Delivery

Orders are normally dispatched to overseas addresses within 2 working days but delivery times will vary depending on the destination. Orders may be delivered by courier which will require a signature, although small packets are sent by the normal postal service.

Shipping Costs

Our website will calculate the exact cost of your order, taking into account the weight and delivery destination.  This will be shown during the checkout process and before payment is made.

Please note that if your order is over 2kg in weight, no shipping costs will be shown during checkout and we will contact you by email to confirm the cost with you.

Loss or Damage

Very occasionally goods may be lost in transit and we will send replacement orders when this occurs, however, these will not be sent until we are satisfied that the goods are lost. The time-lapse before replacement orders are sent will vary depending on the destination country and the individual circumstances. We must be informed of non-delivery within 28 days of the order being placed.  In the event of damage or an error with the order, we must be informed within 7 days of receipt otherwise no claim can be made or replacement goods sent.

Replacements

Please check that you have ordered correctly and received the right products as soon as they arrive. Due to the nature of the goods, we regret that we cannot exchange any goods once the tamper-evident container has been opened. If you have ordered the incorrect goods in error, we will replace them providing they are returned in good condition and unopened within 14 days of receipt, but this will incur an additional postal charge.

Refunds

It is important to us that you are satisfied with our service. If you need to return goods to us for any reason more than 7 days after receipt, we will normally issue you a credit note for the value, providing that the goods are unopened and are returned in good condition within 28 days of the order being placed.  We are unable to accept any goods back after this period.

Tax

Orders sent to addresses within the European Union will be charged British VAT at the current rate. VAT is deducted from the price of goods sent to all other destinations although these may incur import charges and tax on delivery which are the responsibility of the customer.

We have a number of overseas stockists, to see the full list click here

Import Restrictions

Please be aware that items being sent to overseas addresses may be subject to import restrictions at the point of entry.  This is outside of Dorwest Herbs control and it is therefore entirely at the customer’s risk and their responsibility if goods are refused entry. Dorwest Herbs do not accept any responsibility for this and no replacement goods will be sent or refunds made should this occur.

Online Dispute Resolution

All businesses selling goods and services online to consumers within the EU must supply a link to the EU Online Dispute Resolution Platform. This platform is designed to facilitate the online resolution of contractural disputes between EU consumers and traders over purchases made online. Should you wish to engage in an online dispute resolution you can access the platform by clicking this link:http://ec.europa.eu/consumers/odr/ – you may also email [email protected]