When payment is taken
If you are paying online then payment is taken from your Paypal account more or less immediately. We do not have a facility for you to telephone your card details through to us, but if you needed to send a cheque instead, then we will wait to the money to clear before sending out the order.
If the card is declined
If we receive an ‘error’ message from Paypal regarding your payment, then we will send you an email asking if you wish to cancel the order or send an alternative payment through the post. If we do not hear from you within three days then we will assume you have cancelled your order.
Progress of order
We don't have an online tracking system but will email you a progress status as follows:
Awaiting Dispatch – we are still making your order
Dispatched – it is in transit
Anticipate your order to arrive within two weeks. We may need to distil some water or buy in stock, but will try to be clear about how long we are likely to take in a follow-up email. We are aware that some businesses are under pressure and invite them to telephone us if the order is urgent.
Staying in for a delivery
If you have ordered a large amount or are a business, then we can send stock via a courier. From experience we have discovered that customers need to at the delivery address in order to receive goods. Therefore we will contact you to confirm you will be in. This does not apply if you have a small order as we use the General Post - but orders are likely to take up to five days to arrive.
If the order does not arrive
If you order status reads 'dispatched' but has not arrived after a week, then you need to ring us. We will check its whereabouts with the Post Office. If we have made you aware that we are using a courier, then you order should be with you within a couple days. In this instance it is likely that they tried your premises and believed you weren't in, so we will need to contact them urgently.
If the order is wrong
Please get in contact immediately if you have received the wrong items. We will try to correct them as soon as we can.