FAQs

Information

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?

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.

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 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 at the Checkout, enter the code and then press the ‘Apply promotion button. Promotional codes cannot be used in conjunction with any other discount code, loyalty points rewards or charity, discounted, hotel and sale products and those on special promotions (including all Black Friday promotional items).

Free Gift With Purchase

In order to claim a Free gift with purchase, your order value must reach the total of the current promotional activity. For example. If the offer is a free Hand Wash on orders over £50, your basket total must total £50 in order for you to qualify. You can claim a gift with purchase in conjunction with the use of a promotional code, providing your basket total reaches the predetermined order threshold before discount. 

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.

Please note: If you would like to add a gift message, please use the drop down box at checkout, select 'add gift message' and you can write a special message to the recipient.

If you wish to add any details regarding delivery instructions, please use the special instruction box.

Do you offer a gift wrapping service?

We do offer a complimentary gift wrapping service online for all orders placed over £60. This service can be selected within your basket before you checkout. Please note, our gift wrapping service is not available 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

Customer points will start to expire after 1 year (365 days). All unredeemed points will expire for customers who have not engaged in points activity for 1 year (365 days) or more.

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

 

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.

ARRAN Rewards 

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

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 are focused on sourcing natural ingredients for inclusion in all of our formulations, including our ongoing commitment to using sustainable palm and vegetable oil in our broad range of bath & body soaps.

Are your products 100% natural?

We endeavour to use natural or naturally derived ingredients where possible without compromising safety and effectiveness of the product. Where required to maintain product safety and integrity, low levels of preservatives are used. These are kept to a minimum and are well below the maximum legislative limits set. All products currently manufactured are paraben free.

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 use microbeads in your products?

ARRAN Sense of Scotland is aware of customer concern over the use of polyethylene or alternative plastic microbeads, used as scrub agents in personal care products and their adverse impact on our marine environment and marine wildlife. Therefore, we do not use plastic microbeads as scrub agents in any of our products. Currently we use natural based scrub agents as listed:

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?

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?

UK Mainland, Jersey & Guernsey standard delivery costs £3.95 and is FREE on orders over £40. Please note, shipping costs may vary if your products are being delivered to other regions (international deliveries and deliveries to the highland & islands). A delivery quote will be generated once you have placed your order. Click here for our full delivery information.

How long will it take for my purchase to arrive?

We will aim to deliver all orders within 3-5 working days to the UK mainland, deliveries to the highland and islands may vary. We aim to deliver international orders within 7-10 working days. 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.

Do you offer Free Delivery?

We offer FREE delivery on UK orders over £40 and FREE delivery on all international orders over £200.

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 directly via e-mail info@arran.com within seven days of receipt. 

Can I track my parcel?

Becoming a registered customer allows you to track your order online via a unique Parcel Force or Royal Mail 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, alternatively you can contact our customer services team directly via email info@arran.com. Please allow for our quoted delivery timescales before contacting us.

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.

For purchases made from the 1st of October, we have extended our returns for Christmas. We'll honour gifting returns up to and including January 31st 2023.

We hope to make shopping online at ARRAN Sense of Scotland as enjoyable as it can be.

If you're not 100% happy with your purchase from ARRAN Sense of Scotland we offer a simple returns policy. SImply return your items within 14 days of receipt for a full refund or exchange.

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.

FAQ

Need help with delivery or have a question about your order?

Find answers on our FAQ page.

Phone

Call us anytime between
8am – 4pm GMT Monday to Friday
on +44 (0)1563 851 826

Email

Contact us by email and we’ll get back to you within 48 hours

info@arran.com