FAQs

Information
  • General

    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.

  • Ordering Online

    Which payment methods do you accept?

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

    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 against charity, discounted, hotel and sale products and those on special promotions (including all Black Friday promotional items).

    *Please note, ARRAN Advent is excluded from promotional codes and all Black Friday deals.

    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.

    Klarna Pay Later in 30 Days & Pay Later in 3 Instalments Frequently Asked Questions

    Who is Klarna?

    Klarna is a payment service provider from Sweden that takes end-to-end responsibility for your payment. Klarna supports payments to more than 200,000 online stores globally. Over 85 million consumers worldwide trust Klarna to securely handle their online payments.

    What is the minimum order value to Pay Later in 30 Days?

    There is no minimum order value to Pay Later in 30 Days. Please note: Klarna is currently not available to customers based outside of the UK.

    What is the minimum order value to Pay Later in 3 Instalments?

    The minimum order value for Pay Later in 3 Instalments is £35.

    How does Pay Later work?

    Pay Later allows you to make payment for your goods in 30 days, when the time comes the payment will automatically be collected from the debit or credit card you used at checkout. To help keep track of your payments you can use the handy  Klarna app.

    Am I eligible for Pay Later?

    To use Pay Later option you must be at least 18 years old. Please note: Pay later is subject to your financial circumstances. When choosing Pay later our assessment will not affect your credit rating. 

    How does Pay Later in 3 instalments work?

    Pay later in 3 interest-free instalments allows you to spread the cost of your purchase over 3 interest free payments. Payment for your Pay later in 3 interest-free instalments will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment. You can view all of your Klarna purchases and payment schedule in the Klarna App or by logging onto Klarna.com/uk.

    How can I increase my chances of being accepted for Pay Later?

    If you are 18 or over, you can increase your probability of being eligible for Pay later by making sure that you provide your full name and precise address details and shipping to your registered billing address. All orders are assessed individually. Please note - If you have been accepted for a Klarna payment method before does not mean it will be offered for every order and in turn, if you are refused it does not mean it will be denied for all future orders.

    What do I need to provide when I make a purchase?

    If you want to make an order with Klarna using Pay later you are required to provide your mobile phone number, email address, current billing address and a debit or card. The mobile number is obligatory in case we need to reach you. All communications will be sent to your email address. It's vital that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.

    Will a credit search take place against me?

    Klarna may run so-called unrecorded enquiries, otherwise known as a soft credit search. This does not affect credit scoring and is only visible to you and Klarna, it will not be visible to other lenders. Neither Klarna nor ARRAN Sense of Scotland run credit searches against you that could influence your credit rating.

    Why have I not been offered Pay later in 3 interest-free instalments?

    Although Pay later in 3 interest-free instalments is widely promoted it is not always comprehensively available. The Pay later in 3 interest-free instalments payment option is automatically generated by algorithms that depend upon a number of elements including address details, cardholder details, amount of order, the online store, previous order history and product availability.

    What are my payment options with Klarna?

    Payment for your Pay later in 30 days or your Pay Later in 3 Instalments will automatically be collected from the debit or credit card you entered at the ARRAN Sense of Scotland checkout.  You can easily monitor your payments’ schedule in the Klarna app.

    What happens if I cancel or return my order?

    As soon as ARRAN Sense of Scotland have accepted your cancellation/return, Klarna will stop any future scheduled instalments as well as refund any amounts due. The return will be reflected in the Klarna app instantaneously, you can keep track of this in the Klarna app.

    What happens if I don’t pay for my order?

    Klarna will automatically try to collect payment for your Pay later purchase at ARRAN Sense of Scotland from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna will notify you when a payment is due two days in advance of attempting to collect your payment. You can monitor the due date in Klarna app at your convenience. Your credit score will not be impacted by using Klarna’s ‘Pay later product even if you have failed to pay on time.

    I have been asked to go to the Klarna site. Is this correct?

    Yes, you can view all of your Klarna purchases and payments plans by logging onto Klarna.com/uk.

    Is my payment information safe?

    Payment information is handled safely and securely by Klarna. No card details are transferred to or held by ARRAN Sense of Scotland. All transactions take place via connections secured with the latest industry standard security protocols.

    Can I pay before the due date?

    Yes, you can settle your balance at any time. Just go to the Klarna app or log onto Klarna.com/uk and pay off early.

    Have you received my payment?

    Klarna will alert you via email and push notification from the Klarna app when any activity takes place - if a payment is due and when this has successfully been collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can check the status of your order and payments in the Klarna app or by logging in at www.klarna.com/uk .

    What happens to my statement, when I've returned the goods?

    Once ARRAN Sense of Scotland has received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you've made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarna app.

    I've received a statement, but I've not yet received my goods.

    In the event that your goods have not been received please contact ARRAN Sense of Scotland to check on the status of your order and delivery. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

    I have cancelled my order. How long will it take until I receive my refund?

    As soon as the store has registered your cancellation or your return, the refund will be processed within 5-7 business days.

    I have asked for a refund. How will I be refunded?

    Refunds shall be issued back to the debit or credit card which was originally entered at checkout.

    I haven’t received an email with my statement/payment information.

    You can log in the Klarna app or at www.klarna.com/uk , where you will find all of your orders and payment schedule information.

    I still have questions regarding payment, how can I get in touch?

    Visit Klarna app or Klarna’s Customer Service page for a full list of FAQ’s, live chat and telephone options.

     

  • 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.

    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

    £1 spent = 1 ARRAN point

    Share us on Facebook = 20 ARRAN points

    Follow us on Instagram = 20 ARRAN points

    WAYS TO REDEEM

    70 ARRAN points = Free Shipping

    200 ARRAN points = £20 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.

  • Our Products

    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.

  • 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?

    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 2-3 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. Please note, due to the changing situation regarding the Coronavirus (COVID-19) ParcelForce has suspended its speed delivery guarantee. 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 £50 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. Please note, due to the changing situation regarding the Coronavirus (COVID-19) our response times may vary.

    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, alternatively you can contact our customer services team directly via email info@arran.com. Please allow for our quoted delivery timescales before contacting us. Please note, due to the changing situation regarding the Coronavirus (COVID-19) our response times may vary.

    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 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