Delivery & Returns



The costs of delivery will be as displayed to you on our website. There may be special offers of 'free delivery' offered at certain times or when a specified amount is spent.

Where we deliver:

We can deliver anywhere in the UK. If there is any problems with the delivery address you supply us, we will make every effort to contact you to resolve this before we dispatch any orders.

 If you are outside the United Kingdom:

Please contact us at because we may be able to help you by personal arrangement. A delivery charge will apply.


If our supply of the products is delayed by an event outside our control, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided that we do this, we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.

Your legal rights regarding delivery:

During the order process, we will let you know when we will provide the products to you. Any dates quoted for delivery are approximate only.

If you are not home when the product is delivered:

Most of our products will be posted to you using Royal Mail's Second Class Service. This usually takes 2-3 working days. Larger items may be couriered to you by other couriers usually at no extra cost. Both services track our parcels to your door. If no one is available at your address to take delivery and the parcel cannot be posted through your letterbox, left in a secure place or requires a signature, the courier will leave you a note informing you of either how to rearrange delivery or to collect the products from a local depot.

If you do not re-arrange delivery:

If after a failed delivery to you, you do not re-arrange delivery or collect the products from a delivery depot, we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If despite our reasonable efforts, we are unable to contact you or re-arrange delivery, we may end the contract.

 Ownership - When you become responsible for the goods:

A product which is goods will be your responsibility from the time we deliver the product to the address you gave us.

Your Right to Make Changes:

Amendments to your order. If you wish to make amendments to your order after it has been placed, please contact us at and we will let you know if that change is possible. Telephone lines are open 09:30 – 16.00, Monday to Saturday (except for public holidays). Once an order is placed and is being processed, we are not obliged to accept any change to an order, however we will always do our best to accommodate any requests.

Returns Policy

Your Right to Return:

There is a 14-day period (from the date on which you receive your order as confirmed by Royal Mail or another courier), in which orders may be returned and a full refund issued. The product(s) must be returned in their original delivery condition. The product(s) must all be returned in the original packaging, with original labels attached, and remain free from odours, have not been used, washed, soiled, altered or damaged in anyway. In the event that these return terms are not met we reserve the right to refuse a refund in which case we will contact you to inform you that the return has not been accepted and we will return the item(s) to you, in this instance you will be liable for the return carriage. Anyone that returns goods after the 14 days will be notified that their refund will not be accepted, and they will be liable for the postage costs to have the goods returned to them.

 If There Is A Problem with The Product - How to tell us about problems:

If you have any questions or complaints about the product, please contact us. You can email us at We will always do our utmost to resolve any problems to your satisfaction as quickly as possible.

Faulty Products:

If you wish to exercise your legal rights to reject products you must return them to us. Please email us at to arrange a return. We will ask you to return the product/s to us using Royal Mail's 2nd Class Service or we will specify another courier for larger items. We will advise you to obtain a proof of postage, which, in the event that we are at fault we will refund to you. We are entitled to request further evidence, in the form of photographs or other evidence, as proof of the fault before issuing the return label or a refund. We test returned items, and if a returned item is found not to be faulty by our technicians, we will return the item to you, in this instance you will be liable for the return carriage.  For faulty items that have been used, we will endeavour to repair your purchase, if this is not possible then we will offer a replacement.  If we cannot repair or offer a replacement, you will receive a refund.  This does not affect your statutory rights.


Refunds for returned products will be made as soon as possible but may take up to 14 working days after we have received the returned product(s). The refund will be made to the credit/ debit card used to pay for that specific order.

Returns Address:

The Calm Necessities Company, 195 Toft Hill, Co Durham, DL14 0JD, UK