Frequently Asked Questions

About Us

Welcome to Just Add Water Box Ltd.


We work very hard here at justaddwater.uk to give you the best quality gifts & the friendliest service. Our mission is to become your first choice for personalised gifts.

We pride ourselves on our policy of no hidden costs. Unlike many of our competitors the price you see is the price you pay. Unless otherwise stated all our prices include the following:

  • VAT included
  • Free delivery on all orders
  • The nicest customer service team you can ever wish to chat to!

Feel free have a browse 24 hours a day, 7 days a week. Our website has a huge range of bath and body gifts, where all you have to do is Just Add Water.




Why Shop With Us


Unique Designs

We create our personalised gift boxes with you in mind. Important occasions such as Birthdays, Weddings and Christening's deserve gifts that are extra special, so we are here to help find the perfect personalised gift for them. We have many options to choose from, but if you can't quite find what you are looking for, you can contact the team, who will be happy to arrange creation of a design especially for you.*

*Additional charges may apply.

Shop With Confidence

You can be rest assured that making a purchase from Just Add Water, your transaction will be both private and protected. We use the leading payment service providers, to securely process all online and offline transactions. So can shop with piece of mind that you are protected against fraud.

We accept payments from major debit and credit cards and Paypal.

Free Delivery On All Orders

We offer FREE UK mainland delivery on all orders and they will be delivered via the Royal Mail 48hour Track and Trace service, which aims to arrive within 2 working days after dispatch.

If you require your gift for a specific date, please contact us to upgrade your order to Fast Track delivery service with DPD for an additional small charge.

If you choose to have your gift delivered by DPD courier you will receive a 1-hour delivery notification via SMS and email, so you don't have to wait in all day!




Contact Us


If you have any questions please contact us.

Just Add Water Box Ltd

0330 133 1703

hello@justaddwater.uk





Covid-19 Updates

Is your delivery running late?


Due to extremely high volume in the delivery carrier network, there may be delays in receiving you order. We appreciate your patience.

We ask that you wait four additional business days beyond your Expected Delivery Date. If your package still has not arrived by that time, please contact us.




Didn't receive your order?


Please be sure to check around for your package; some carriers leave packages in hidden places so it cannot be seen from the street. Check to see if someone else, like a neighbour or an Office Manager, accepted delivery on your behalf.




How long will it take to receive my online order?


Our current delivery timeframe is within 7-10 business days. We ask for your understanding during this time as you may experience longer than normal timeframes to process and ship your order.




Where is the rest of my package?


To ensure your order arrives in a timely manner, we are shipping packages from different distribution centres. This means your package may arrive on different days from different carriers.

If you are missing an item, please look for an email from us to see if there are items coming in a separate shipment. If the missing item is not listed on your invoice, it is likely coming in another package.




How do I make a return of an online purchase?


Please view our Returns Policy. Once received, we will work quickly to process your return and send you a confirmation email.




Is it safe to order online?


We recently implemented additional safeguards in our distribution centres, including:

  • Workstations and break areas have been re-organized to allow for a safe, 6-foot distance between associates.
  • Cleaning and disinfecting multiple times a day.
  • Readily available hand sanitizer, disinfectant wipes and tissues for prevention.
  • Staggered shifts to limit the number of people in the building at one time, as well as additional breaks to allow for handwashing and sanitizing.
  • Requesting each associate take their temperature daily before coming to work and asking any associate who feels ill or has a fever to stay home.
  • A protocol in place for anyone who may develop symptoms while at work.





Our Products

About Our Products


Please note Just Add Water Box Ltd. does not make / manufacture the products featured in our gift boxes.

All of our products are sourced from smaller companies and “one woman bands”, although we do use wholesalers, we much prefer to utilise smaller businesses and gradually we are building up a fantastic range of hand made products from these which are unique and not available on the high street.




Allergen Patch Test


We use a variety of suppliers – some may or may not use ingredients that you may have an allergy or sensitivity to. If you are in any doubt, please ask before ordering.

Skin patch test is recommended before use. if irritation occurs please discontinue use.




Are our products natural and organic?


A lot of our suppliers use nut oils for bath bombs, and also many may contain milk products. Even if a particular item does not list nut or milk / dairy products in its ingredients, please be aware that there is a risk of cross contamination as most suppliers (there is the odd exception) use the same work area to produce all of their products and this is something those with severe allergies need to be aware of.




Are our products suitable for sensitive skin or skin conditions?


Although our products are manufactured using only the gentlest and best quality ingredients we can source, if you have sensitive skin a patch test is always advised if possible. If not practical to do a patch test, if you have an adverse reaction then discontinue use immediately.




Are our products tested on animals?


No, our products are not tested on animals and neither are any of the ingredients. It has been illegal to sell products within the EU that have been tested on animals since 2013.




Are our products vegan friendly?


Some of our products are vegan friendly such as our bath bombs and salts. You can download a comprehensive list of ingredients that are not vegan friendly from www.peta.org




Is your packaging recyclable?


We use new and recycled packaging for sending your orders. The packaging inside the boxes are all recycled, as we do not want to generate more litter, than necessary.

The jars are 100% pet plastic and are therefore fully recyclable, so your conscience will be as clean as your skin.




Candle Safety


To prevent fire and serious injury:

Before Lighting

  • Always trim wick to 1/4 inch before lighting.
  • Dispose of wick trimmings and matches to keep debris out of wax pool.
  • Avoid drafts.
  • Set candle on heat-resistant surface.

While lit

  • Always remain within line of sight of burning candles.
  • Extinguish candles before leaving room.
  • Never burn for longer than 4-hour intervals.
  • Never burn candles on or near anything that can catch fire.
  • Keep away from children and pets, as they can accidentally tip candle over.

After use

  • Do not extinguish with water.
  • Always allow wax to harden before relighting, touching, or moving.





Your Order

Can an item be reserved?


If we are out of stock of any items, you can add it to your wish list and as soon as its back in stock you will be notified.

You can also contact our customer service team at hello@justaddwater.uk for further information on when we might have the item back in stock.




Something from my order is missing


Don’t panic! It’s possible that it will be coming separately.

Due to high volume, we are currently sending packages from separate distribution centres so your orders may arrive across multiple shipments. If the missing item is not listed on your invoice, it is likely coming in another package. If your item is truly missing or you receive a wrong item, please contact us.




I have received the wrong item


We're so sorry! If your order arrives with a wrong item, please contact us so we can make it right.




Where is my order confirmation email?


Order confirmation emails are typically sent within a few minutes of placing your order but can take up to an hour - be sure to check your spam folder!

If you didn't receive your order or shipment confirmation email, please contact us and we can confirm the email address associated with your account. We often find that incorrectly typed email addresses are often cause of missing emails.

Additionally, when using PayPal, please check to make sure an alternate email address is not associated with your PayPal account, as your order confirmation email may have been sent there.




What is the status of my order?


Once you have placed your order, we will send you a confirmation email to track the status of your order.

Once your order is shipped, we will send you another email to confirm you the expected delivery date as well as the link to track your order (when the delivery method allows it).




Do you send out invoices with parcels?


Nope! We don’t include anything to do with prices in the delivery, just a delivery note listing the items inside the box! If you need an invoice, let us know.




Can I change my order?


We can only change orders that have not been processed for shipping yet.

To make changes to your order, please contact our customer service team at hello@justaddwater.uk with your existing order number and we will be able to look into this for you.




Can I add to an order already placed?


If you have placed an order online but would like to add additional items, this might be possible providing your order hasn’t already been processed for dispatch.

Please contact our customer service team at hello@justaddwater.uk with your existing order number and we will be able to look into this for you. If your order has not yet been processed, and the additional item(s) is in stock we can take payment for this and add it to your order.

If your order has already been processed ready for dispatch, we would need to ask you to place a separate order.





Payment

What payment methods do you accept?


You can purchase on our website using a debit or credit card. We additionally offer support for PayPal, and you can also pay instalments using ClearPlay. You can choose these payment methods at checkout.




Which currency will I be charged in?


We currently only charge in GBP. If your credit or debit card use another currency, then your bank will apply the corresponding conversation rate of the currency you choose.




Saved Payment Option


For faster, easier shopping, your credit card information can be conveniently and securely saved in your Justaddwater.uk registered account.

For added security, your billing address must exactly match the address on file at your credit card company. If not, your order shipment may be delayed.

For more information, please see our Privacy Policy.




What happens if my card is declined?


If your card is declined for one reason or another, you’ll have 24 hours to sort it out. Failed payments will be retried the next day. You can always reach out to us if you feel there’s an error or some mistake.




Do you offer a payment plan?


We do offer a payment plan, thanks to our partner ClearPlay. You will be able to choose that payment option on checkout.





Delivery

How can I track my package?


Once your order is shipped, we will send you an email to confirm you the expected delivery date as well as the link to track your order (when the delivery method allows it).




Where do you ship?


We currently only ship to the United Kingdom




When will my order ship?


In-stock merchandise shipped using our Standard Delivery option typically ships within 1-3 business days while still being delivered within the quoted time frame from the day you placed your order.

Processing times may be longer during high volume periods, but your order should still arrive within 5-7 days.




What if I'm not home?


If you're not home, a new delivery will be performed the next day or the delivery partner will reach out to schedule a new delivery date depending on the delivery method you choose.

You may also have to go to your local post office to collect your package in case it cannot be delivered to you.




What happens if my parcel hasn’t been delivered but it has been dispatched?


Lost or missing parcels need to be notified to us within 7 days of dispatch in order for us to investigate and claim on your behalf.




How long does it take to ship my order?


Please see our COVID-19 FREQUENTLY ASKED QUESTIONS




My box was shipped to the wrong address, what do I do?


Email us at hello@justaddwater.uk to let us know.

Once the box is returned to us, we will contact you and ask if we should ship it you at the correct address.

If the box was sent to the wrong address through some fault of ours or the carrier, we will resend it to you at no charge. Otherwise, we charge a £10.00 repacking & reshipping fee.





Cancellation & Returns

Thank you for your purchase.


We hope you are happy with your purchase. However, if you are not completely satisfied with your purchase for any reason, we're here to help. Please see below for more information on our return policy.

Please note, you will be responsible for all return shipping charges. We strongly recommend that you use a trackable method to mail your return.




Refunds Policy


Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item.

If your return is approved, we will initiate a refund to your credit card (or original method of payment). You will receive the credit within a certain amount of days, depending on your card issuer's policies

EXCEPTIONS: Personalised items cannot be returned or exchanged




How long does it take to process a return?


Returns are confirmed within 14 days of receiving the package at our warehouse.

Once your return is accepted, the reimbursement or exchange will be issued within 14 days of our team accepting your return.




Faulty Goods Policy


If the goods are faulty, incorrect, or damaged on delivery, we will meet the cost of return if we ask you to return them. We will ask you to email photographs in the first instance.

We shall not be liable to you for any loss of profits, administrative inconvenience, disappointment, indirect or consequential loss or damage arising out of any problem in relation to the goods and we shall have no liability to pay any money to you by way of compensation other than any refund we make under these conditions.




Can I return my personalised item(s)?


Unfortunately, we do not accept returns for personalised items. But we may be able to help in another way! Please contact us.




Can I Exchange An Item?


We do accept exchanges and they follow the same conditions as returns.

In order to ask for an exchange, please mention that you would like your item to be exchanged with another item when preparing your return with our support.




Can I Cancel An Order?


If after placing an order you would like to cancel all, or part of it, please contact us at hello@justaddwater.uk. Providing your order hasn’t been processed for dispatch, we will do everything possible to cancel and refund your order.

If your order has already been dispatched, you can send the goods back to us at your expense. Please ensure the goods are securely packaged and the order number, and reason for return is included. A refund of the value of the goods will be processed within 5 days of receipt however it can take 1-5 working days for refunds to appear in your account.




Right To Cancel


You have the right to cancel your contract with us and receive a full refund within 14 calendar days from the day after the date you received your order, if you are an online, mail or telephone order customer.

If the goods are delivered in several instalments, then it will be 14 calendar days from receipt of the last instalment. To exercise your right to cancel the contract you must request a refund in writing within 14 calendar days of receipt of the items. The refund will include any standard delivery charges paid. You will be responsible for the cost of returning a cancelled order to us.

We will refund to you the price paid for the items and (unless you did not pay for delivery) the delivery charges that you paid up to a maximum amount of the cost of our standard delivery option. You will be refunded to your original method of payment within 14 calendar days of our receipt of the cancelled items or, if earlier, within 14 days from the day we receive proof of return from you. If we do not receive the cancelled items back, we may arrange to collect them from you at your cost.




Returns


You have 30 calendar days to return an item from the date you received it.

To be eligible for a return, your item must be unused, in the original packaging and

in the same condition that you received it. Your item needs to have the receipt or proof of purchase.





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HELP

The Fine Print

CONTACT

hello@justaddwater.uk

Suite 27627 - Po Box 6945

Islington London W1A 6US

0330 133 1703

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©2020 by Just Add Water Box Ltd. I R egistration Number: 11496661 I Registered Address: 61 Bridge Street, Kington, Herefordshire HR5 3DJ I VAT GB333 4542 50