FAQ

Ordering

Can I have my order sent to a different address?

Yes – just enter the address in the shipping address field. If it’s a gift, let us know in the order comments and we’ll send the invoice to you separately

I’m in the Channel Islands – how do I order without paying VAT?

To complete an order for delivery to the Channel Islands without being charged VAT please ensure that you choose Jersey or Guernsey as the country when you enter your shipping address.

Do you ship internationally?

Yes, charges are based on the weight of package and where it is being shipped. KLOO keep packing and postage fees as low as possible.

Do you sell wholesale?

We offer a discount for therapists, practitioners and professionals who are buying products for their business. Please email us for details.

Do you sell bottles and containers?

No, sorry, we don’t sell bottles or containers.

Do you have a store?

No, sorry, we do not have a store.

If I have questions, can I speak with someone who can help?

Yes of course, send an email with the details and someone will be in touch shortly.

I can’t check out my order.

Occasionally you may experience problems when checking out your order. In some cases, clearing your web browser’s data and cookies or using a different browser will solve the problem. If not, then please call or email us.

I need technical documentation – can you provide this?

We can provide Material Safety Data Sheets for all products, Gas Chromatography (GC or GCMS) test results for essential oils and Certificates of Analysis for other products. Please quote the item number when requesting data to help us provide you with the correct information.

Shipping

How much do you charge for shipping?

We charge shipping by the weight of your parcel. You will be able to see the shipping cost for your order, before you pay. Orders over £60.00 within the UK are shipped free of charge.

How quickly will my order be despatched?

We aim to process and dispatch orders within 7 days.

I’ve forgotten something – can I add to my order?

We can usually add items to your order if you contact us before it has been despatched. Send an email and we will do our best to add the things you need.

My parcel hasn’t arrived yet – what should I do?

If you are waiting for a parcel and it hasn’t arrived within a couple of days of dispatch notification, then it is always worth checking with your neighbours and your local delivery office. Small parcels don’t always fit through a letterbox and if you aren’t in when your post is delivered your parcel will either be taken back to your nearest sorting office or left with a neighbour.

Parcels shipped in the UK using standard (untracked) or recorded shipping usually arrive the day after despatch however Royal Mail allow up to 11 days before a parcel is considered to be lost.

Most parcels to overseas destinations arrive within 7 working days however Royal Mail allow up to 25 working days for parcels to the EU and up to 32 working days for other destinations before a parcel is considered to be lost.

Help and Advice

I can’t get the cap off my bottle

Many of our products come with a safety cap. Very occasionally, we find that the caps can be difficult to open. Usually it is possible to open the bottle by following these simple steps:

Firstly, if the cap is clicking rather than engaging the mechanism then don’t continue to click it round and round. This can damage the mechanism and make it more difficult to open.
Wearing rubber gloves, grip the cap firmly, press down and turn the bottle.
To open the cap pour a little bit of boiling water into a cup (just enough to cover the cap) and stand the bottle upside down in the water for a few minutes. This won’t harm the oil.

This works in most cases, but if you are still unable to open your product please contact us and we will arrange to replace.

For how long can hydrosols be stored?

Once opened, the length of time that a hydrosol remains good to use depends on many factors, including the storage temperature, the amount of exposure to light, how often the bottle is opened, how much is left in the bottle, whether a spray top is used, whether there has been any contamination etc.

Different hydrosols also behave differently over time. Under good storage conditions some hydrosols such as Thyme can keep for 2-3 years. For most hydrosols a storage period of 1-2 years is more usual.

Some less stable hydrosols such as Bay Laurel may only last 6 months.

Is your packaging recyclable?

We use brown cardboard boxes and paper tape which can be recycled. KLOO glass product bottles can be recycled.