Frequently Asked Questions

Gone are the days where you need to remember a password to log in. Simply click the little person icon in the top right of your screen, where it will take you to a log in page. Simply add in the email address you set your account up with, and you'll be emailed a one-time 6 digit passcode. You'll need to have a new code sent to you every time you wish to log into your account. Do also check your spam folder, as this email may end up in there.

There is an unsubscribe link in all of our email marketing correspondence. Simply open up one of our previous emails and click 'unsubscribe' from the bottom of the email.

At this time, we regretfully are unable to ship orders outside of the UK, Jersey, Guernsey and Isle of Man.

Please do not attempt to place an order through our website if you are unable to provide a UK, Jersey, Guernsey or Isle of Man delivery address.

There is no minimum order amount, however please note that there are delivery charges for orders that are under £50 if you're based in the UK Mainland, and under £80 if you're based in the Scottish Highlands, Northern Ireland, Isle of Wight, Isle of Man, Jersey and Geurnsey.

We accept Visa, Mastercard, Google Pay, Apple Pay, Maestro and Shop Pay payment methods.

We use Shopify Payments to process orders, which is one of the most secure online payment processing systems available. Using SSL-encrypted technology, you can be assured that your information is kept private and secure.

Once an order has been submitted and paid for on our site, additional products cannot be added to your order - a new order must be placed.

If you wish to change your order or cancel your whole order, please contact our team on info@ashleigh-burwood.co.uk or phone us on +44 (0) 1932 267060

All products displayed on our website should be in stock unless otherwise stated as 'Currently Unavailable'. However, as stock levels continuously fluctuate, and in the event that we experience a stock availability issue after you've placed your order, we will be in touch with you to inform you and discuss your options of either a refund on that particular item or a swap for a product of the same value.

Whilst we don't have official fragrance samples for purchase online, we can send out some scent samples on tester strips.

Please contact our team via our Contact Us page or (0)1932 267060 and they'll be able to assist you with your request.

Once your order has been dispatched from our warehouse, you'll receive a unique tracking number via email and details on the status of your parcel. Simply click on this tracking number in the email, which will take you to Yodel's website.

In the first instance, please refer to your unique tracking number that you received when your parcel was dispatched from us. Click on this number in the email, which will take you through to Yodel's website. Here, you will be able to get an update on the delivery status of your order.

If after 5 working days you still have not received your order, please reach out to our team via our Contact Us page, or phone us on (0)1932 267060 and we'll be able to assist you.

If you won't be available to sign for your order, our courier service can leave your parcel in a safe place or with a neighbour if you instruct us to do so. Please add a short message in the delivery instructions on the checkout page explaining where to leave your parcel.

If you purchased one of our products from a store, you will need to return this to where it was purchased - we are only able to accept returns of items purchased through our website.

This is because each online order is associated with an order number and we can easily process refunds back to the payment method the order was placed on.

For your purchase to be eligible for a return or exchange, please ensure your item is unused and in the same condition as it was received in. It must be returned it its original packaging. You will also need to show your order number as proof of purchase.

You have 30 calendar days to return an item from the date you received it.

You will be liable for returning the goods to us and the costs associated with doing so. Shipping costs are non-refundable.

PLEASE NOTE: Due to the nature of our home fragrance products and legislations around the transportation of liquids, Royal Mail will NOT be able to ship your returns back to us. By law, you will be required to use a different courier who can handle products of this type.

We use Yodel to send parcels to you, so they will be able to return your items to us. You can use their website to get a quote for postage.

Once we've received your item(s), we will inspect the goods and notify you that we have received your returned item. We will also immediately notify you on the status of your refund after inspecting the item.

If a refund is approved, we will initiate a refund to your original method of payment. You will receive the credit within a certain amount of days, depending on your card issuer's policies. Usually this is within 5 working days.

Whilst our web packing team do everything to ensure that all items are packaged carefully and thoroughly upon leaving our warehouse, there may be the odd unfortunate occasion that some handling errors occur during transit - which is out of our control.

In the instance that you have received a damaged item, or you discover upon use that it is faulty, please get in touch with us via email on info@ashleigh-burwood.co.uk with the following information:

• Your order number
• Name of the faulty/broken item(s)
• Description of what the issue is
• Photographs if there is visible damage

From here, our team will be able to advise on the next steps.

Please note that if you purchased from a store, you will need to return the item(s) back to the store where it was purchased, along with a receipt showing proof of purchase.

We can only accept returns of items that have been bought via our website. This is because we are unable to process any eligible refunds without an order number (proof of purchase).

You have 30 calendar days to return an item from the date you received it.

You will be liable for returning the goods to us and the costs associated with doing so. Shipping costs are non-refundable.

PLEASE NOTE: Due to the nature of our home fragrance products and legislations around the transportation of liquids, Royal Mail will NOT be able to ship your returns back to us. By law, you will be required to use a different courier who can handle products of this type.

We use Yodel to send parcels to you, so they will be able to return your items to us. You can use their website to get a quote for postage.

Once we've received your item(s), we will inspect the goods and notify you that we have received your returned item. We will also immediately notify you on the status of your refund after inspecting the item.

If a refund is approved, we will initiate a refund to your original method of payment. You will receive the credit within a certain amount of days, depending on your card issuer's policies. Usually this is within 5 working days.