FAQs

How often will I receive my subscription?

Every 3-8 weeks for our Shower Gels and Hand Washes or every 1-6 months for our 2L Refills and Reed Diffusers. Simply choose the frequency you would like to receive your items.

Can I change or cancel my subscription?

Yes, log into your account where you can manage, pause or cancel your subscription.

What if I want to cancel my subscription?

Changed your mind? No problem! Log into your account and you can pause or cancel your subscription up to 24 hours before your next payment is due.
 
When will I be charged for my subscription?

This depends on the frequency of your selected subscription.

For example: If you set up a subscription on the 1st of January to be delivered every 3 months, we will take payment for your first order on the 1st of January, then take payment for your second order on the 1st of April (bank holidays permitting).
We will always send you a reminder email 3 days before your next payment is due.
 
What are my subscription benefits?

By subscribing to receive your favourite products, you can enjoy 20% off and free delivery with every scheduled order.
 
Will I be charged for postage on each delivery?

No, free standard delivery will be applied to every scheduled order in your subscription.
 
Can I apply a promo code?

20% off is already applied to our subscribe and save products, other codes cannot be used in conjunction.
 
Can I change my payment method?

Yes, you can change your payment method by logging in to your account to manage your subscription.
 
Can I subscribe multiple products for different frequencies?

Yes, you can choose the frequency you would like for each subscribe and save product.

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.

Do you have an ARRAN Sense of Scotland store near me?

Find out where your nearest Arran Aromatics Limited store is here.

I’d love to work for ARRAN Sense of Scotland. 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?

We love hearing your feedback! To ensure all reviews are genuine, we now partner with Feefo, meaning only verified buyers can leave reviews.

Once you place an order, Feefo will contact you to leave your review. Simply follow the instructions in their email to rate the product and share your thoughts. This ensures all reviews are authentic and trusted by other customers.

You can also view existing reviews for any product on our website. By selecting the Feefo widget, you can see all our reviews — we’re proud to currently hold a 4.9 out of 5 rating!

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.

 

Which payment methods do you accept?

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

Click here to find out more about Klarna Pay Later / Pay in 3.

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 always happy to help. If an item is out of stock online, we can try to locate it at one of our retail stores. If it’s available, we’ll be able to complete your order over the phone. You can reach us Monday to Friday, between 9:00am and 4:00pm (GMT), on (+44) 1563 851 826.

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

If you have a promotional code, click on the “Apply Promotion Code” link below your payment details at checkout. Enter your code and press “Apply” to redeem it.

Please note that promotional codes cannot be used alongside other discount codes, loyalty rewards, charity donations, discounted items, hotel bookings, sale products, or special promotions, including all Black Friday offers.

Free Gift With Purchase

To qualify for a free gift with purchase, your order must meet the minimum spend required for the current promotion. For example, if the offer is a free Hand Wash on orders over £60, your basket total must be £60 or more to qualify.

You can use a promotional code and still claim your free gift, as long as your basket total reaches the qualifying amount before the discount is applied.

Please note that our Free Gift promotions are very popular and are subject to stock availability.

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

Yes! To make your gift extra special, you can include a personal message during checkout. At the Shipping Options stage, simply use the dropdown menu to select “Add Gift Message,” and you’ll be able to write your message to the recipient.

Please note: gift messages should be added using the “Add Gift Message” option, while any delivery instructions (such as where to leave the parcel) should be entered in the Special Instructions box.

Do you offer a gift wrapping service?

Yes, we offer a complimentary gift wrapping service for all online orders over £60. You can select this option in your basket before proceeding to checkout.

Please note: our gift wrapping service may be unavailable during certain promotional periods, including Black Friday week.

 

ARRAN Rewards 

*Please note - T&C's apply, points cannot be redeemed on sale items. 

How Does it Work?

Firstly, you have to set up your account before you can claim your rewards. Simply click the 'Rewards' button on the bottom right of the website and select 'Join Now'. 

Or you can go to our customer account page and register as a new customer. If you are already registered all you need to do is sign into your account.

Ways to Earn?

Sign up to ARRAN Rewards = 100 ARRAN points

£1 spent = 10 ARRAN points

Share us on Facebook = 20 ARRAN points

Follow us on Instagram = 20 ARRAN points

Celebrate a Birthday (you must input your birthday details 30 days in advance to receive this reward) = 100 ARRAN points

Ways to Redeem

400 ARRAN points = Free Shipping

1000 ARRAN points = £10 Off Your Online Order

 

Refer a Friend

Send your friend a £10 coupon and once they redeem their voucher on their first online order you will receive £15 off your next online order.

*£15 off coupon only applies to orders over £50 & £10 off coupon only applies users first online order with a minimum spend of £40.

Will my Points Expire?

Yes. Customer points will expire after 1 year (365 days) of inactivity. This means any unredeemed points will be lost if there has been no points activity on your account for 1 year or more.

T&Cs apply — this loyalty scheme is available online only and is subject to change. Coupons cannot be redeemed in conjunction with any other offers or against sale items. A minimum spend of £45 applies.

 

 

 

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

You can absolutely place an order and checkout as a guest if you prefer. However, by creating an account, you’ll enjoy a range of added benefits, including faster checkout, access to your order history, and the ability to track your parcels easily. Scroll down to find out more about the advantages of registering.

How do I create an account?

Creating an account is quick and simple! Just follow these steps:

1. Click ‘Create an account’ at the top right of the website.

2. Enter your details in the form and then click the ‘Create an account’ button at the bottom.

Once completed, you’ll be ready to enjoy all the benefits of a registered account, including faster checkout, order tracking, and access to your order history.

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?

Yes! As a member of our Arran community, you’ll be the first to hear about exclusive offers, new product launches, and exciting brand news. You’ll also be able to track your orders, manage your account details, share your thoughts by rating and reviewing products, and create a Wishlist of your favourite items to save and share.

Plus, by signing up to our ARRAN Rewards program, you can enjoy exclusive perks and earn rewards every time you shop. Becoming an account holder makes your shopping experience easier, more personalised, and even more rewarding.

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. Any time you make a purchase or provide your details, we ensure your information is handled safely and securely. For full details, please see our Privacy Policy here. 

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

Yes! Creating a Wishlist is easy and a fun way to keep track of your favourite products. Whenever you see an item you love, simply click the heart icon below the product to add it to your Wishlist.

You can view, purchase, or remove items from your Wishlist at any time. Be sure to share it with friends and family — they can browse your Wishlist and purchase items directly, making gift-giving easier for celebrations and special occasions.

 

ARRAN Rewards 

HOW DOES IT WORK?

To start earning rewards, you’ll first need to set up an account.

• Click the ‘Rewards’ button at the bottom right of the website and select ‘Join Now’, or

• Go to your Customer Account page and register as a new customer.

If you’re already registered, simply sign in to your account to start claiming your rewards and enjoying the exclusive perks of ARRAN Rewards.

WAYS TO EARN

Signup = 100 ARRAN points

£1 spent = 10 ARRAN point

Share us on Facebook = 20 ARRAN points

Follow us on Instagram = 20 ARRAN points

Celebrate Your Birthday = 100 ARRAN Points

WAYS TO REDEEM

400 ARRAN points = Free Shipping

1000 ARRAN points = £10 Off Your Online Order

T&C's apply - this loyalty scheme is online only, your coupon cannot be redeemed in conjunction with any other offers, minimum spend of £45 applies.

 

What kind of ingredients do you use?

We carefully select high-quality, naturally inspired ingredients for all our formulations. Our commitment to sustainability means we use responsibly sourced palm and vegetable oils across our bath and body soap collections, ensuring our products are as kind to the environment as they are to your skin.

Are your products 100% natural?

We aim to use natural or naturally derived ingredients wherever possible, without ever compromising the safety or performance of our products. In some cases, we use small amounts of preservatives to ensure product quality and safety — these are always well within approved safety limits. All of our products are proudly paraben-free.

Are your products tested on animals?

No — never. We completely share the public’s concern that animals should not be used to test cosmetics or toiletries. None of our products or ingredients are tested on animals. All of our formulations are free from animal-derived ingredients, with the exception of natural bee products such as honey and beeswax, which are carefully and sustainably sourced. This means our products are suitable for vegetarians.

Do you use microbeads in your products?

At ARRAN Sense of Scotland, we care deeply about protecting our environment. We do not use plastic microbeads as exfoliants in any of our products. Instead, we use only natural, biodegradable scrub agents, ensuring our formulations are gentle on your skin and kind to marine life.

Loofah in our facial scrub
A natural exfoliant from ground Loofah, a member of the tropical vine of the cucumber family. The fruit is allowed to fully ripen and dry on the vine prior to harvest and grinding.

Oatmeal, bran and wheat grain in our vegetable soaps
Grain or husk of grains used as gentle scrub agents

Pumice in our foot scrub bar
Pumice is a volcanic rock that is ground to a particular size of particle for use as a scrub agent

Sea salt in our salt and oil scrub
Sea salt crystals from the evaporation of sea water.

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. 

 

How do I know when my order has been dispatched?

Once your order has been placed, you’ll receive a confirmation email to let you know we’ve received it. We’ll then send a second email as soon as your order has been dispatched. You can also track your order’s progress at any time by logging into My Account on our website.

How much does it cost to ship my purchase?

Standard delivery to the UK Mainland, Jersey and Guernsey costs £4.95, or is free on orders over £45.

Please note that delivery costs may vary for international addresses and for orders going to the Highlands and Islands. A shipping quote will be calculated at checkout before you confirm your order. Click here for our full delivery information.

How long will it take for my purchase to arrive?

We aim to deliver all UK Mainland orders within 3–5 working days, with deliveries to the Highlands and Islands taking a little longer.

For international orders, delivery usually takes 7–10 working days, depending on your location.

Please allow extra time during busy periods such as Black Friday and Christmas, as delivery networks can experience high demand. In December, we’ll also share our last order dates for standard and express delivery to help ensure your gifts arrive in time for Christmas.

To make tracking your order easier, we recommend creating an account, where you can view your order history and follow your delivery from dispatch to arrival.

Do you offer Free Delivery?

We offer FREE delivery on UK orders over £45 and FREE delivery on all international orders over £200.

What happens if my goods/parcel is damaged?

We take great care to package all our products to prevent damage during shipping. However, if your order arrives damaged, please contact our Customer Service Team as soon as possible at info@arran.com, ideally within seven days of receipt, so we can assist you and arrange a replacement.

Can I track my parcel?

Becoming a registered customer allows you to track your order online via a unique ParcelForce, Royal Mail, or Evri tracking number. Simply log in to your account to view your order status and follow your delivery every step of the way.

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

We aim to deliver your order as quickly as possible. By becoming a registered customer, you can track your parcel online using your ParcelForce, Royal Mail, or Evri tracking number — simply log in to My Account to view your order status.

If your parcel hasn’t arrived within the expected delivery timescale, please contact our Customer Service Team at info@arran.com. We’ll be happy to investigate and do everything we can to ensure your order reaches you promptly.

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.

We want your online shopping experience with ARRAN Sense of Scotland to be as enjoyable as possible.

If you’re not completely satisfied with your purchase, we offer a straightforward returns policy. Simply return your items within 14 days of receipt for a full refund or exchange.

Please note that, for hygiene reasons, we’re unable to offer refunds or exchanges on shaving brushes or razors unless the item received is incorrect or faulty.

For full details please see our returns page.