Frequently Asked Questions

Ordering Online

 

Which payment methods do you accept?

We accept the following payment methods: Visa, Mastercard, Maestro and PayPal.

 

How will I know that my order has been successfully received?

After you’ve placed your order, you will receive an email to let you know that we’ve successfully received your order and your order number. You are also able to view all of your relevant order information by logging into My Account, where you can view your order’s progress.

 

Can I cancel my order?

Please see full information about Returns and cancellations here.

 

I’m trying to order something online but it says that it’s ‘Out of Stock’, can I order over the phone?

We’re more than happy to try and locate your desired product from one of our retail stores and if it’s in stock, your order can be completed over the phone. Call us anytime between 9:00am – 4:00pm GMT Monday to Friday on (+44) 1563 851 826.

 

I have a promotional code. How do I use it?

If you have a promotional code, click on ‘Apply promotion code’ message that appears underneath your payment details, enter the code and then press the ‘Apply promotion button. Please note that some of our codes cannot be used against charity, discounted, hotel and sale products and those on special promotions.

 

I’m ordering a gift for someone, is there an option of a gift message with my order?

To make your gift that extra bit special, there is an option for you to add a personal Gift Message and you can do this at the Shipping Options stage as you proceed through the checkout.   

 

My Account

 

Do I need to set up an account to place an order?

You can proceed to place your order and Checkout as a Guest, however by creating an account, you’ll receive a number of added benefits. Scroll down to read more.

 

How do I create an account?

Creating an account is really easy to do. Simply follow the steps below. Step 1: Click ‘Create an account’ which appears at the top right hand side of the website Step 2: Enter your details and then click the ‘Create an account’ button at the bottom on the form

 

My log in details aren’t working. What do I do?

Simply click here and re-enter your email address. Once you’ve done this, you’ll receive an email direct to the address you entered with a link to reset your password. Please note that if you’re a returning customer from our old website and want to continue as a registered customer of arran.com, we would like to invite you to create a new account, as your old password will no longer work on this site. Create a new account here.

 

Will I receive any benefits if I create an Arran Aromatics Limited account?

As a member of our community, we’ll make sure that you’re the first to hear about exclusive product offers, new range launches and exciting brand information. You’ll also be able to keep track of your order information, manage your account details, join the conversation and share your thoughts with the community by rating and reviewing products, and create and share a Wishlist of your favourite products.

 

I’ve forgotten my username or password – what do I do?

Simply click here and re-enter your email address. Once you’ve done this, you’ll receive an email direct to the address you entered with a link to reset your password.

 

Is my personal information safe?

Yes, we take your security very seriously. Before making any purchase or providing us with any details, you will be asked to read all the 'small print'. You can read this now on our Privacy page here

 

My friend has a WishList – how does this work and can I have one?

Whenever you see a product you like, simply click the heart button below the item to add this to your wishlist. You can view, purchase or remove items from your wishlist whenever you want. Be sure to let your friends and family know about your desired products so they can start preparing for celebrations, as they can purchase directly from your Wishlist.  

 

Brand & Products

 

Who are Arran Aromatics Limited

Arran Aromatics Limited, operating under the brand name, ARRAN Sense of Scotland, create bath, body and home fragrance products that are all designed, formulated and produced on the Isle of Arran. Our unspoiled island is our heart and our inspiration.

 

What kind of ingredients do you use?

You can view all of our ingredient information on the products page here

 

Are your products tested on animals?

No. We share the public’s concern that animals should not be used to test cosmetics and toiletries products. Thus, all our formulations are free from animal ingredients, with the exception of bee products taken from the honeycomb (i.e. honey and beeswax), and are suitable for use by vegetarians.

 

Do you have an Arran Aromatics Limited store near me?

Find out where your nearest Arran Aromatics Limited store is here

 

I’d love to visit your factory! How do I go about organising this?

We’re delighted to hear that you’d love to visit our factory, which is based on the Isle of Arran beside our flagship Arran Aromatics Limited. During the summer months of June to September, guided factory tours take place every Thursday night between 6-8pm, however, tours are subject to availability. For further information regarding group bookings or tours throughout the winter, please drop us a line at info@arran.com to make arrangements. In order to avoid disappointment, please contact us at least two weeks prior to your preferred date. If you’ve been on our factory tour, we’d love you to share your experience on our Trip Advisor page.

 

I’d love to work for Arran Aromatics Limited. How do I find out about Careers?

We would love to hear from you and are happy to keep your details on file. Feel free to drop us a covering letter and your up-to-date CV to hr@arran.com. Please see all current vacancies on our careers page.

 

How do I review a product online?

To review a product online, simply see the steps below. Step 1: Click on reviews Step 2: Rate the product, fill in all fields marked with * and then hit ‘submit review’ and you’ll either be the first person to review a product, or your review will appear beside others.

 

Who should I contact to review product(s) on my blog?

We’re delighted that you want to review product(s) on your blog. Please drop us a note with some information about what products you’re interested in reviewing and a little detail about you and your blog to marketing@arran.com

 

Who should I contact regarding Press Enquiries?

We’d be delighted to talk to you about Arran Aromatics Limited and our products. Please email marketing@arran.com for more information.

 

Who should I contact regarding becoming a Retail stockist?

We’re delighted that you are interested in Arran Aromatics Limited and would like to discuss the opportunity to become a Retail stockist. Please email sales@arran.com and we’ll get back to you as soon as possible.  

 

Security

 

Are my details secure?

Yes, we take your security very seriously. Before making any purchase or providing us with any details, you will be asked to read all the 'small print'.

It is recommended that customers have the most recent operating systems and internet browsers on their system and devices, including any updates for complete protection.  Internet Explorer 6 is no longer support by our website, due to a security issue in that browser during the payment checkout process.

 

Can I get more information on my privacy?

Please view all of our privacy policies here

 

Delivery

 

How do I know when my order has been dispatched?

We will send you an email confirming that we have received your order, and another when your order has been dispatched. You can also log in to My Account and view your orders progress.

 

How much does it cost to ship my purchase?

Shipping costs may vary depending on which region your products are being delivered to. A delivery quote will be generated once you have placed your order. 

 

How long will it take for my purchase to arrive?

Save time at the checkout and become a registered customer, where you can view your account history and track your goods from dispatch to delivery. Simply click on Create an Account to register now. We also offer next day delivery – link to delivery page

 

Do you offer Free Delivery?

You’ll be delighted to know that occasionally, we offer free delivery on all orders placed to the value of, or over a certain amount.

 

What happens if my goods/parcel is damaged?

We take great care to package our products to avoid any damage during shipping, however if goods are damaged on receipt, please contact our Customer Service Team on info@arran.com within seven days.

 

Can I track my parcel?

Becoming a registered customer allows you to track your order online via a unique Parcel Force tracking number. Simply go to your account and log in to view your order status.

 

My parcel has not arrived yet. Who should I contact?

We aim to deliver your parcel as quickly as possible. Becoming a registered customer allows you to track your order online via a unique Parcel Force tracking number. You can log in to My Account and view your order status, or you can contact info@arran.com.

 

Do you deliver on Bank Holidays?

Please note that our shipping carriers do not deliver on Bank Holidays. Please expect your parcel to arrive on the next working day.   

 

Returns

 

We hope to make shopping online at Arran Aromatics Limited as enjoyable as it can be. A refund or exchange will be offered, provided the goods are in a fully saleable condition, for reasons of hygiene and safety, except of course where goods are faulty and/or damaged, or if we have delivered incorrect goods. For hygiene reasons, we are unable to offer refunds or exchanges for shaving brushes or razors, unless an incorrect item has been shipped or the goods are faulty. For full information, please see our returns page.