Citronellol

Shipping & Handling

UK

As a company, we have worked hard to put in place the most efficient and cost-effective postal options for our customers.

In the UK we offer the following options to our customers

2-3 Day Tracked Delivery

24 Hour Tracked

Shipping in the UK is as follows:

All Orders Under £15

2-3 Day Tracked Delivery £1.99

24 Hour Tracked Delivery (Price determined by weight of shipment)

All Orders Over £15

2-3 Day Tracked Delivery – Free Delivery

24 Hour Tracked Delivery (Price determined by weight of shipment)

Handling Times

From Monday to Friday, we aim to despatch all orders ordered before 12pm the same day but this can be delayed during busy periods.  For urgent orders please select the 24 Hour option and we will guarantee to despatch your order within 24 hours on receipt of order.  Orders despatched with the 24 Hour option on Friday will be delivered on Monday.  If for any reason we cannot fulfil an order we will also aim to contact you to inform you of the reason for the delay within 24 hours.

DHL and Fedex next day deliveries must be ordered before 12pm.  Orders placed on a Friday will be delivered on the following Monday and orders placed after 12pm on Friday will be despatched on Monday for Tuesday delivery (excluding bank holidays).

Courier Deliveries - If you receive a card to say that the courier attempted delivery please contact the courier immediately using the details on the calling card. Couriers apply significant fines and redirection fees to items that cannot be delivered due to incorrect or incomplete address details and to items that are not called for or arranged for redelivery within 5 days of the first attempt to deliver. Any such fines, fees and subsequent redelivery costs will be passed on to you.

When we despatch your order you will be sent an email confirmation including tracking details where applicable.

International Orders

Postage worldwide is calculated by weight. 

We have the following options available to International Customers

International Tracked Parcel – EU 3-7 Days – Outside EU 4-10 Days

DHL and FedEx Express calculated live at checkout.

We aim to despatch all orders ordered before 10am the same day but this can be delayed during busy periods.  For urgent orders please select the an Express option and we will guarantee to despatch your order within 24 hours on receipt of order.  If for any reason we cannot fulfil an order we will also aim to contact you to inform you of the reason for the delay within 24 hours.

We offer exclusive Free International Shipping rates for the following countries. There is a minimum spend for each zone. 

When a package is shipped internationally, it may be subject to import taxes, customs duties, and/or fees imposed by the destination country. These charges will typically be due once the shipped goods arrive at the country of destination.

Such charges are not included in the product price or shipping and handling cost. These charges are the buyer’s responsibility as we are only charging the transportation fee for your order.

New Directions UK does not have any responsibility on these additional charges that may apply.

 The buyer is responsible for obtaining information regarding their country’s laws, regulations, and restrictions that may apply when purchasing our products. By placing an international order (shipping outside of United Kingdom), the buyer is responsible for abiding by their country’s laws, regulations, and restrictions.

Non-Deliveries

If you receive a card to say that the courier attempted delivery please contact the courier immediately using the details on the calling card. Couriers apply significant fines and redirection fees to items that cannot be delivered due to incorrect or incomplete address details and to items that are not called for or arranged for redelivery within 5 days of the first attempt to deliver. Any such fines, fees and subsequent redelivery costs will be passed on to you.

If your order is lost in the post we will send you a replacement according to the timescale designated by the chosen courier for items to be considered lost. If your order is damaged we will send you replacements for the damaged items immediately.

If your order is returned to us due to insufficient or incorrect delivery information being supplied to us by you or through the goods being otherwise undeliverable through no fault of our own we may, subject to discretion, charge a redelivery cost equivalent to the cost of redelivery + a 20% administration fee. Please ensure that you give us correct postal information and that you accept delivery or collect your items in a timely manner to avoid redelivery costs.
 
If you do not receive your order within the stated times please contact us and we will investigate and, where appropriate, resend your order. Please note that all deliveries are made via 3 parties and are subject to their terms and conditions. Although we make our best efforts to get your order to you as quickly as possible we are not able to guarantee levels of delivery service and timescales for delivery.

If we are aware of any delays in delivery times we will contact you immediately. You may cancel your order without cost up to the point that you receive confirmation that your order has been processed and dispatched. To cancel or return goods please contact us via phone or email quoting your order number.

1. Any discrepancies must be reported within 7 days of receiving your order. It is important to note the name of your Sales Consultant who has dealt with your return. Any discrepancies with your order will be logged in our system for quick reference so that we can better manage your account. No returns or exchange will be allowed after 7 days from receipt of your order.

2. Any problems reported after 7 days which are not the fault of New Directions will incur a 20% re-stocking fee. If a return or refund is necessary, this must fall within 2 months of the invoice date. Returns will not be accepted beyond 2 months.

3. If an error has been made by New Directions with regards to a written order, either invoicing or packing, we will gladly pay for return shipment. If customer requires urgent re-despatch, it will be necessary to pay for goods at the time the re-order is lodged, which will then be credited/refunded when we receive the returned goods.

4. Errors made by clients when placing their order can be returned if reported within 7 days and products are unopened. Goods must arrive in re-saleable condition. Return freight will be at customer's expense. Returns after 7 days incur a 20% Restocking Fee which covers costs of time and labour involved with returning goods to the warehouse.

5. Goods must be re-packed carefully for return and the package must include a letter identifying your invoice number, name, contact information as well as why the goods are being returned. Whether you require a credit or a replacement, it is extremely important to provide as much detail as possible about what you are returning so that the return can be processed accurately & promptly.