Frequently Asked Questions
Here you'll find a collection of our most frequently asked questions, along with some helpful answers. We hope that you can find the answer to your query here, if not please don't hestitate to contact us.
Noticed something different?
We've redesigned our homepage as a first step towards improving our overall website experience, especially on mobile. Please feel free to let us know what you think, and if you encounter any difficulties don't hesitate to contact customer services.
How do I book a training course?
All information on our training courses can be found here
for information about payment for courses, our cancellations policy, deposit/admin fees policy, concessions, and discounts and offers for products bought on course days. If these pages don’t answer your questions, please contact email@example.com
How much will it cost to ship my order?
Postage and packaging costs depend on the weight of your order, what country it’s being sent to, and courier service that’s used.
For UK customers:
Royal Mail 48 starting from £2.99 to £3.75
Royal Mail 24 starting from £3.99 to £7.50
UK Courier from £7.90
UK prices excluding VAT
Postage and packaging is free for all UK mainland orders over £50.00 (excluding VAT).*
If the value of your order is under £50.00 (excluding VAT) then P&P costs are calculated by the weight of the order.
* Please note that even though courses and products can be bought and paid for in a single transaction, course fees do not count towards free postage; only products that are to be sent in the post or courier service count towards the free postage.
For international orders:
The quickest and easiest way to calculate your shipping costs is online by following the checkout process until you can see your total order value including your personalized shipping costs. Don’t worry, you will not be charged if you do not confirm your order! Make sure you enter your shipping address correctly including the country.
For information about postage and packing costs, what countries we deliver to, and dangerous goods policies, please click here
When’s my order arriving?
Please allow 5 working days for Royal Mail and two working days for 24-hour courier (APC Overnight or Parcel Force) before contacting us.
We dispatch in-stock items within 1-3 working days* (sooner whenever possible) to UK postcodes. Please note this may take longer in busy periods – make sure to look out for e-mails from us. Whilst we cannot be held responsible for any delays to your order once the goods have left our premises, we will help you to trace your parcel wherever possible.
If your order contains larger quantities of a product that requires filling it may delay dispatch time.
Depending on the size and value of your order, we will either send your parcel using Royal Mail's 1st Class service or our 24-hour courier services (APC Overnight or Parcel Force).
You will receive an e-mail from us with your invoice the day we dispatch your order.
Any telephone or web orders, whether placed on a weekend, or during a holiday period, will not be processed until the next working day.
I can’t log in to my account
First make sure that you have entered your username and password correctly. Try resetting your password by clicking on “I’ve forgotten my password”. If you still cannot access your account, from 9am to 5pm on a regular working day, you can call our customer service team who will assist you. If you are trying to access your account outside of working hours, please create a new account and send an email to firstname.lastname@example.org
to inform them of the issue, making sure to include your new account details in your message.
Where’s my e-book?
The link to download your e-book is at the bottom of your payment confirmation email. Simply click the link or copy and paste it into your address bar to receive your e-book.
I’ve got a query about a product I’m making
Our Skin Care Library has a small FAQ section
covering some common questions beginners have when starting making your own cosmetics. Please look at our online recipes to get an idea of how to blend ingredients together to create your ideal finished product, and consider buying a book or e-book which contain information of hundreds of products including their individual properties and how to use them. Click here
to take a look at Aromantic’s publications.
I want more information on a product
Our publications, e-books and recipes can give you ideas on the benefits and how to use a lot of our products. In our online store
, each product will have a section explaining its properties and suggestions on how to use it. Often we’ll include the percentage to use in your products for optimal results. If you have a very technical question about a product and cannot find the answer you’re looking for online, please contact our customer services team. They will transfer your question to our product specialists who will get back to you as soon as possible.
I’ve just missed a promotion, can I still get a discount?
We have regular promotions and offers on various products throughout the year and they are available for a limited time only. Once the offer has ended we cannot sell the product at the previously discounted price. Please note that we offer discounts for large orders as well as free UK shipping for orders over £50 excl. VAT, click here to find out more. To make sure that you never miss out on a deal, subscribe to our emails
and keep an eye on our Facebook
One of the products I want to order is being discontinued.
All of the products in our end of line sale
are reduced to clear at 50% off. When we discontinue these products, they will no longer be available to purchase once we’ve run out of stock. We aim to offer an alternative product where possible.
If you are requiring large quantities of a product that we are discontinuing, please contact our customer services as we may be able to offer a solution.
We also often have products
reduced at up to 50% off because they have a limited best-before date. These products will be re-ordered accordingly unless stated otherwise. Again, if you wish to purchase large quantities of a product with a short best-before date, please contact our customer services as we may be able to offer a solution.
Does Aromantic offer wholesale prices?
We aim to make our prices as competitive as possible for both home and professional users, whilst maintaining the highest possible standards in the industry. We offer discounts for large orders starting from £125 excl. VAT.
I’m a European customer. What does Brexit mean for me?
We’ve comprised a special Brexit FAQ
for our European customers to help understand the current situation and what it could mean when Britain eventually leaves the European Union.
Why do you sell Palm Oil?
Palm Oil is one of the most commonly used ingredients in cosmetics. We want out customers to know that we understand and share your concerns regarding Palm Oil and therefore fully support progression towards sustainable Palm Oil across the world. We are doing what we can to source Palm Oil free products as much as possible.
When it isn't possible to source a totally Palm Free product, we aim to source ingredients from ethical suppliers with similiar values to our own who are also working towards sustainable Palm oil.
Although, at the moment we cannot guarantee that any Palm Oil in the ingredients we sell comes from a sustainable source, we would like to reassure our customers that we are working towards achieving this in the near future.