frequently asked questions
How Do I Order?
Orders shall be accepted at our sole discretion but will normally be accepted if the goods that you order are available and your credit card is authorised for the transaction. We will contact you if there are any problems with these issues.
Prices quoted to you are the prices set at the time. If for any reason they are increased we will let you know by e-mail and inform you prior to processing your order
Your order will be accepted by us when we send you an invoice with your goods.
Online:
1. Shop by browsing through our website.
2. Click on the relevant image to access the individual item's product page. You can then choose the quantity you want.
3. Add merchandise to your shopping basket by clicking on the 'add to basket' near the desired item.
4. Review the items in your shopping bag. You can remove, delete or update your shopping basket by clicking on either 'remove' 'delete' or 'update'.
5. To continue shopping click on 'continue'. Please be aware that items in your shopping basket can still be purchased by another customer.
6. Proceed to checkout by clicking on 'checkout' and follow the instructions.
Can I order over the phone?
Yes, Monday to Friday between the hours of 9am and 5.30pm. Please contact one of our Abahna team who will be pleased to help you on 0845 388 2928.
Do you offer gift wrapping?
All items will be wrapped in Abahna tissue paper and packaged in beautiful Abahna carrier bags (larger items, i.e. gift sets, will be wrapped in Abahna tissue paper only).
What payment options do you offer?
We accept credit card and debit card payments. If you are shopping from outside the United Kingdom, place your order and your credit card company will convert the transaction to your own currency.
We accept Visa, Mastercard, Switch, Delta and Solo. We are sorry, but we do not accept American Express.
How do I know my order has gone through?
We will send you an e-mail confirmation receipt of your order. The contract between us (Abahna) and you (the customer) becomes binding when we send you an invoice (with your goods).
We shall charge your credit card for payment on the day your order is dispatched.
When do you charge my credit card for payment?
We shall charge your credit card for payment on the day your order is dispatched.
Do any tax charges apply?
All prices quoted on this website are inclusive of UK taxes (VAT) at the current rate (15 %). For orders placed outside of the European Community it is your responsibility to claim any tax back. Any customs or import duties levied once the package reaches your destination country will be your responsibility as we have no control over these charges and cannot predict them.
What delivery options do you offer?
Stock permitting, the vast majority of orders will be dispatched within 72 hours to arrive with UK customers the next working day.
If the item is temporarily out of stock, we will inform you of the expected delay immediately and dispatch the goods as soon as they arrive.
If you are unhappy with the revised delivery date of your purchases and would like to cancel your order, please contact us at sales@abahna.co.uk and we will refund all money paid in relation to the contract including the postage and packaging costs.
All delivery dates that we give are only for your general guidance. We will not be held liable if you receive late delivery of your order.
We offer 3 delivery options:
Standard Delivery Cost £5.00 per delivery address. Monday to Friday only. Packages are sent out by Business Post on a next working day delivery. Please note you will need to sign for your goods.
Orders over £50 are carriage free.
Next Day Cost £6.50 per delivery address. Monday to Friday only. This guarantees delivery of your order the following working day provided your order is received by us before 12noon.
Orders over £50 are carriage free.
Overseas, Non-mainland UK, BFPO Postage will be charged at cost (dependent on weight) at the checkout.
What happens if my package hasn't arrived?
We will deliver the goods to the address for delivery that you specified when you placed your order. Please be accurate when you give us your address details as we will not be liable if the address that you have given and that we will deliver to is incorrect. If you have ordered something and it has not arrived please contact us at abahna@customerservices.uk.com or alternatively call one of the Abahna team on 0845 388 2928.
What is your exchange and returns policy?
Returns
We hope that you are delighted with your order. However, if for any reason you are not entirely satisfied, you may return any item in its original condition for a full refund within 14 working days of delivery. Please send to Abahna c/o Packpro, Noakes cold stores, Goudhurst Rd, Horsmonden, Kent, TN12 8AY
Please note that if you have purchased your products via one of our stockists, you will need to arrange your return or exchange the item(s) with them directly.
If you return items for reasons other than defects in the goods, incomplete orders or incorrect delivery, you will be required to pay for the return of the item to us. Please ensure that the package is wrapped and boxed securely and for your protection we recommend that you obtain a 'certificate of postage' from the Post Office as we cannot accept liability for goods lost in transit.
Replacement goods will be sent to you free of additional postage and packaging costs using our standard delivery tariff.
Refund time
We aim to handle your returns within seven working days of receiving the goods. We will refund the price paid by you for the goods within thirty (30) days of being informed of your request for a refund.
Refunds will only be made against the original credit/debit card used.
Your statutory rights remain unaffected.
All items must be returned in their original condition with the correct invoice.
If you cancel your order within the 14 days we will give you a full refund or exchange within 30 days of you returning the items. All undamaged, correctly returned products will be credited to the original purchaser's credit card including sales taxes for all EU country shipments excluding shipping charges. International customs duties and sales taxes are non-refundable for shipments outside the European Community (EU).
Exchanges and Returns should be sent to:
Abahna c/o Packpro, Noakes cold stores, Goudhurst Rd, Horsmonden, Kent, TN12 8AY
What happens if I need to return a gift?
If you have received an item from Abahna as a gift you may return it for an exchange only. You will be required to pay for the return of the item to us. Please ensure that the package is wrapped and boxed securely and for your protection we recommend that you obtain a 'certificate of postage' from the Post Office as we cannot accept liability for goods lost in transit.
What is your policy on returning faulty, incorrect or substandard products?
Please follow the same procedure for Returns. If the products you return are faulty, incorrect or damaged in transit, we will refund you the cost of the goods and your original postage and packaging charge.
What happens to the data you collect about me?
Abahna is the owner of this website.
We respect your personal information and endeavour at all times to comply with the Data Protection legislation which is in force from time to time.
Information may be stored manually or electronically. Any personal information you give us will be processed in accordance with the Data Protection Act 1998. Any queries relating to data collection or our use of your personal information should be sent to abahna@customerservices.uk.com
All data and personal information that we receive from you are held in accordance with our Data Protection Registration Notification.
We use the information provided by you to:
- Process any order or enquiry by you.
- Research
- For statistical purposes to establish the popularity of product ranges to ensure ongoing availability of popular products. - To administer our business.
- To notify you of any product developments which may be of interest to you, but only if you have opted to receive such updates.
There may be circumstances where we may share some of your data with third parties:
Credit card details will be shared with our agents (including Sagepay, credit reference agencies, credit card clearing agencies, fraud prevention and detection agencies) and our fulfillment partners that we use to process the orders you place with us or who assist us in the service we provide to you. In these instances, we provide them with only the information they need to perform their function.
In the unlikely event that our business may be sold to another company then the data records that make up part of our business will be transferred. To outside research companies whom we may ask to contact you directly for your opinions on our products and services. We will provide them with only the information they need to perform their function.
We do occasionally make names and addresses available to companies whose products we think may interest you, unless you have told us not to.
If you do not wish to receive such offers or do not wish for us to share your details with any third parties please email us at abahna@customerservices.uk.com with your full name, address and postcode.
We will not pass your credit card details onto anyone other than parties detailed above.
Why do you occasionally make names and addresses available to other companies?
We do this for two reasons firstly because we think that you the customer would benefit from such introductions and secondly because it allows us to grow our business by contacting their customers. These offers are often exclusive, and we believe you will find them of real interest. However we will never do this without your permission hence why we ask you to show your consent by opting in. You will be asked whether you would like to opt in at registration or you can email us at abahna@customerservices.uk.com
In the event that your personal data becomes inaccurate or incomplete, or in any event you have the right to gain access to your personal data for the purposes of having it deleted or corrected. Please e-mail us at abahna@customerservices.uk.com
What are cookies?
Cookies are files downloaded from a web server to the PC of a visitor to our website. They provide the owner of a website with personal details about the purchase made from the site and information viewed. To disable cookies please set your internet browser so that it will not enable cookies. If you disable cookies then this may affect the functionality of this site. For further information on cookies and on how to prevent them from being stored on your computer please go to www.allaboutcookies.org.
How do I know it is safe to shop with you?
To help ensure that your shopping experience is safe, simple and secure, Abahna uses Secure Socket Layer (SSL) Technology. This encrypts and protects the data you send us over the Internet. If SSL is enabled then you will see a padlock at the bottom of your browser and you can click on this to find out more information about the SSL digital certificate registration.
We process all payments using Worldpay secure e-payments system. This system ensures that all sensitive information is stored on a heavily encrypted database and protected by multiple firewalls.
We will take all reasonable care to keep your order secure, but in the absence of our sole negligence we cannot be held liable for any loss you may suffer if a third party obtains unauthorised access to any of your data, including credit card details that you have provided.
We comply fully with The Distance Selling Regulations 2000; Electronic Commerce Regulations (EC Directive) 2000; and The Privacy and Electronic Communications Regulations (EC Directive) 2003. More information can be found at www.dti.gov.uk
What if I'm unhappy with the service I've received?
We want you to be completely satisfied with all your dealings with us. If for any reason you are unhappy with the service you receive or you have any suggestions or comments please e-mail us or write to us at the following address:
Abahna Customer Services
C/O Drive Business
Marathon House
Olympic Business Park
Drybridge Road
Dundonald
Ayreshire
KA2 9AE
E-mail: abahna@customerservices.uk.com
The Wall Design Company Ltd (Abahna) Registered in England and Wales No. 3732144
Registered office: 5 Giffard Court, Millbrook Close, Northampton, NN5 5JF
VAT No. 687051809
What happens if I order a product that is out of stock?
When you order we make sure that the item is in stock, if however we receive several orders at once and the item then becomes out of stock we will call you to explain your options.
Are Abahna products tested on animals?
Abahna is against testing on animals.
Are your products suitable for use during pregnancy?
We do not recommend the use of Abahna products for pregnant women due to the high content of essential oils. Although most of the oils are believed to be safe during pregnancy we feel it is better to err on the side of caution.
Are your products suitable for use on children?
Yes, because our bases are very gentle and mild and we use a lot of natural ingredients making our products ideal for children. However we do not recommend using our products on babies.
Can your products be used on sensitive skin types?
Our bases are very gentle and we use a lot of natural ingredients but some people can react to certain ingredients and essential oils. If you have sensitive skin it may be a good idea to carry out a patch test on an area of skin before using the product.
What is the shelf life of your products?
All our bath and body products have a minimum shelf life of 30 months. As our products are naturally based, we recommend that once opened they should be used within 6 months.
Are there any products in the range that are specifically for men?
There are no specific products for men but we have found that as our fragrance and packaging (possibly with the exception of frangipani and orange blossom) is not gender specific they appeal to men as well as women.
Where are your products made?
The majority of our products are made in the UK apart from:
Soap (Belgium), Bath crystals (Himalayas), Mini size bath & body products (Canada),
Are your products organic?
Our products are not fully organic, although we do use organic natural actives in many of our formulations.
Are your products 100% natural?
Not all our products are 100% natural, but we do use 100% essential oils for fragrance and we ensure that our formulations are as natural as possible whilst maintaining a good shelf life. We avoid the use of ingredients such as paraben preservatives, sodium laureth sulfate and sodium lauryl sulfate and we do not use any artificial colourings.
Is your packaging from a sustainable source?
All of our packaging is sourced from FSC approved forests.
Is your packaging recyclable?
Yes, our packaging is recyclable.
Further questions?
If you have any further questions or queries do not hesitate to email us and we will try and answer you as quickly as possible.
Email:abahna@customerservices.uk.com
