FAQs Wholesale

Ordering

Our artisans work diligently to ensure your favourite items are always in stock. However, high demand can sometimes lead to temporary shortages. We strive to replenish products as quickly as possible. In the meantime, please check back regularly or contact us here for assistance.

Please review your basket, and if your order is for international delivery, kindly remove the items we cannot ship outside the UK – these are the moisturising hand gels, eau de parfums and room sprays.

If you continue to experience issues, please get in touch with us here.

Please double-check all details, including product selection, quantity and address, before completing your purchase. If you need to add or remove products or amend your order in any way, please get in touch with us here.

Yes, please get in touch with us here to cancel your order after payment has been processed.

We cannot cancel orders once dispatched; in this situation, please accept delivery then arrange a return.

Please ensure all details, including the delivery address, are correct before checkout. We are unable to alter the delivery address once your order is dispatched.

We dispatch all standard delivery orders received by 12 noon Monday to Friday on the same day, excluding bank holidays and weekends. Orders placed after 12 noon on Friday will be dispatched on the following Monday.

Payment

We accept debit and credit cards, Shop Pay, PayPal, Apple Pay, Google Pay, Klarna and Urban Apothecary gift cards.

No, there are no additional charges for using these payment methods.

Your payment and shipping information are securely saved for quicker transactions, but card details are not retained once payment is made. If you checkout using Apple Pay or Shop Pay, your card details will be retained by that service.

UK Delivery

Please visit our UK delivery page here for details on services, times and prices.

Yes, our UK standard service includes the Scottish Highlands and Islands.

Complimentary standard delivery is available on orders of £300 net or more. Orders less than this will be charged £25 carriage.

Our artisans carefully prepare and dispatch every order from our candle factory in Leicestershire, England, UK.

We work with several trusted delivery partners including Royal Mail, Parcelforce, DHL and DPD. Along with hauliers for larger pallet deliveries.

Complimentary standard delivery is available on orders of £300 net or more. Orders less than this will be charged £25 carriage.

UK standard delivery typically takes between 2 and 3 working days.

Once your package is dispatched, you will receive a tracking reference to monitor your delivery.

Depending on your chosen delivery service and destination, your order can arrive the next day or take two to three working days.

Our artisans take great care while packing your order, but if for any reason your product arrives damaged, please get in touch with us here with your order number and photos of the damage. We will be happy to assist.

Our artisans carefully prepare and check every order, but please get in touch with us here if an item is missing. We will be happy to assist.

Enter the tracking number we have sent by email to see the latest update on your parcel. If you have checked all your details and still need help, please get in touch with us here. We will be happy to assist.

Returns and Exchanges

If you are not completely satisfied with your products, we offer a full refund for any unopened item returned within 14 days of purchase. Please note that we cannot accept returns for opened or used products; this does not affect your statutory rights. 

Contact us to discuss your refund here. We will be happy to assist. Please note that if you are returning your entire order, if applicable, any complimentary fragrance gift must also be returned.

Please securely package the products you wish to return and send them to: Urban Apothecary Limited, Unit 12, Park Farm Industrial Estate, Billesdon, Leicestershire, LE7 9FN.

Be sure to obtain proof of posting, as we may not be able to process your refund or replacement in the rare event that your package is lost in transit.

Unfortunately, we cannot accept returns for items purchased from one of our stockists. Please get in touch with them directly to arrange your return or exchange.

We only offer free postage on returned items if our quality control team confirms that the product
is faulty or was delivered incorrectly.

If your product is unopened and in its original packaging, please get in touch with us to discuss your exchange here. Unfortunately, we cannot offer exchanges on opened or used products; this does not affect your statutory rights. 

Unfortunately, we can only process refunds or exchanges through the original purchaser. Please ask them to contact us here. We will be happy to assist.

Our artisans securely pack and check every order, but if for any reason your product arrives damaged or faulty, contact us here. We will be happy to assist. Please include your order number and photos of the damage or fault.

You must return the product so our quality control team can assess the problem. We will not hesitate to replace or refund a damaged product and any postage costs.

Be sure to obtain proof of posting, as we may not be able to process your refund or replacement in the rare event that your package is lost in transit.

Please allow seven days from the day we receive your returned item for a refund request to be processed. 

Products

Yes, each fragrance is uniquely created by our founder and perfumer-alchemist Tajinder Banwait MBE, who artfully blends traditional ingredients of flowers, fruits, resins and woods in contemporary ways to evoke moods and memories.

Yes, all Urban Apothecary candles and diffusers are handcrafted by artisans in Leicestershire, England, UK.

We take a natural approach where possible. That's why we chose vegan wax, glass candle vases and cotton wicks, from the beginning. Our natural wax also provides a great fragrance ‘throw’, infusing the air with trails of delicious scent quickly and consistently.

Allow the wax to melt across the entire surface during the first use to ensure an even burn. This will help prevent tunnelling and allow you to enjoy the full fragrance of the candle for longer.

Find further tips on how to get the best experience from your candle here.

Yes, our diffuser base is natural glycerin, a renewable source that is kinder to the environment. This base type also efficiently delivers the fragrance aroma without impacting the scent.

Each of our luxury diffusers provides a steady release of fragrance for up to twelve weeks.

Depending on room size, you may need just one or multiple diffusers. One diffuser will typically suffice in smaller, enclosed rooms with little airflow. Larger rooms, open-plan areas, or spaces with open windows can benefit from more.

To increase and refresh your diffuser scent, carefully remove the reeds from the fragrance oil and turn them upside down so that the previously soaked ends are exposed to the air. Use a paper towel to prevent your hands from touching the oil and a cloth to protect surfaces from any oil drops.

Turning the reeds regularly can increase the fragrance diffusion. For optimum levels, turn once a week.

Yes, for our signature and ruby collections, you can top up the original glass diffuser bottle with one of our diffuser fragrance refills, which comes with six new reeds.

We recommend using our perfumes continuously from the first spritz! To prolong the life of your perfume, store it in a cool, dark place. Be mindful of heat and sunlight, which can negatively impact the scent.

Account

Please get in touch with us here with your new address details.

Eco Commitments

We are deeply committed to respecting the natural world, constantly refining our manufacturing and sustainable practices to reduce environmental impact. Learn more about our eco initiatives here.  

No, we are proudly 100% cruelty-free. Since our inception, we have never tested on animals and our products do not contain animal ingredients, by-products or derivatives. Learn more about our eco initiatives here.  

All Urban Apothecary ingredients and materials are carefully sourced, cruelty-free and compliant with rigorous industry standards. Our commitment to natural beauty extends to our vegan wax candles, cotton wicks and glass vases, which offer a superior fragrance experience while remaining kind to the planet. Learn more about our eco initiatives here.
 

All our product packaging is designed with sustainability in mind. The boxes, biodegradable cellophane, diffuser bottles, perfume bottles and candle vases are all 100% recyclable.

When shipping, we do not use polystyrene chips as protective packaging. Instead, our biodegradable chips are made from compostable corn starch, which dissolves in water.

Learn more about our eco initiatives here.  

All our candles are crafted from natural, vegan wax with no animal-derived ingredients.

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