Frequently asked questions

Here are some common questions and answers about Authentic House and our service. If you don't find what you're looking for here, get in touch here.

Shipping

We usually post orders within 1-2 working days of receiving them. This might be slightly longer during busy times, but we'll let you know if that's the case.

If you’d like us to aim for a specific date, we can delay posting your parcel, but can’t guarantee it’ll arrive on the day. If you’d like Next Day delivery to ensure this, we can arrange it, but this will cost a little more. In both instances please get in touch with us to arrange it.

Yes. We'll send you a tracking code when your order is sent.

If you're receiving a subscription box in the UK, you won't receive a tracking code, but you can ask us for it if you need it. For all subscription boxes sent outside the UK, your parcel is untracked but insured - this helps us keep postal prices low for you.

If you're not sure whether you've missed a delivery, check your tracking code or let us know if you don't have one so we can do this for you. If it's within 2 weeks, you can rearrange your delivery for free with Royal Mail.

If it's been more than 2 weeks, your parcel will be sent back to us. If that's the case, we'll let you know. If we're sending you another parcel soon, for example as part of a subscription, we can resend your returned parcel with the new one for free.

If you aren't receiving any more orders from us, we'll need you to cover postage for sending your parcel again. This is an additional £3. If we don't hear from you within 2 weeks of notifying you your parcel was returned, we'll refund the cost of your order to you minus a £4 admin charge to cover our initial postage and packaging.

Yes. We can send parcels to countries in Europe and beyond. International postage rates will apply and we send all our shop order insured and tracked (subscription boxes are insured and untracked).

Please note though, there are some products we can’t send abroad due to postage restrictions. We can’t send nail varnish or hand sanitising gel outside the UK. We also can’t send planting kits or seeds outside of Europe.

You will need to pay customs charges for the country you’re receiving your order in. This is normally a small amount your courier will ask you for.

We're sorry your parcel hasn't arrived! You'll receive a notification when your parcel is in the post. If it's taking a longer time than expected, please check your tracking code or ask us to check it for you if you don't have one.

Sometimes parcels are delayed for all kinds of reasons. If your parcel hasn't arrived within 10 working days in the UK and we can't track it, we'll replace it for you. For international orders, we allow 15 working days before replacing a parcel. We might extend this period during particularly high-volume times of the year like Christmas or lockdowns where many parcels are being delayed - we'll let you know though if this is the case.

For parcels sent outside the UK, sometimes they are rejected by customs. If this happens, we'll let you know and do our best to send the parcel to you again. We can't accept responsibility for delays due to customs, but we will replace lost orders or refund orders we cannot send.

No worries! If you've made a mistake with your order, let us know as soon as you can. We'll always do our best to amend your order.

The only times we can't amend your order are if it's already been posted, or if it's a change to a subscription box after the 28th of the month (you can still ask us, but your box might be one of hundreds already packed into postal sacks so we'll let you know if we can't find it).

If a parcel is sent to a wrong address and accepted by the resident, we're sorry, but there's nothing we can do about it. If a parcel is returned to us because of having a wrong address, we can resend it to you free of charge in your next delivery (e.g. if you have a subscription) or for a £3 postage fee.

If it's our mistake though (and it happens!) we'll do all we can to fix the issue and get your order safely to you.

Returns

We hope you enjoy your order, and if that isn't the case, here's how our refund policy works.

Please note we don't offer refunds on subscription boxes, advent calendars or any product that states this on its information page. These products are either intended as a surprise or are bespoke. If they're damaged though, we can replace or refund the items inside.

For all other orders, we can refund your items within 14 days of purchase as long as the original packaging is undamaged. Just send us an email at alice@authentichouse.co.uk to let us know.

If the item is damaged in the post, we must be notified within 24 hours of receipt. Unless the item was damaged, the initial cost of postage & packaging will be deducted from your refund. You will need to cover postage to send the item back to us. We recommend you obtain proof of postage when returning items. Refunds will be given within 5 days of receipt of your order. We can’t offer refunds on purchases returned more than 30 days after you receive them.

If your product arrived undamaged, but you think there might be something wrong with it, please get in touch and we'll do our best to help.

In these cases, we'll usually involve the brand who made the product and alert them to any manufacturing issues or problems with the batch. To help us, please send some photos and give us a detailed description of why the product is faulty. We'll pass this on to them and usually will give you a refund or replacement in the meantime.

Please note that this doesn't include beauty and self care products where the product is perceived as not right for your hair or skin type or doesn't live up to your expectations of it. In those cases we're sorry and we welcome feedback, but we can't guarantee performance for every individual using the product.

Subscriptions

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When you subscribe, your first box will be sent 1-2 working days after you order it. If your subscription is prepaid, each new box will be sent around the same time of the month. You'll get an email to let you know when each box is on its way.

You can update your address by logging into your account and clicking 'Manage my subscriptions'. If you're changing your address after your most recent renewal, please send us an email too at alice@authentichouse.co.uk to make sure we send your box to the right address - we'll do our best to help.

You can cancel a prepaid subscription before your first box is sent. After that, we can't offer refunds unless the items inside your box are damaged.