Frequently Asked Questions


How do I register for my 10% FHT discount?

All you need to do is set up an account with us (if you don't already have one) and then email us to provide your FHT Membership number and renewal date. Your discount will be applied automatically to your account once we have verified your membership with the FHT i.e. the prices you see when logged in will include your 10% discount. Please allow 2 working days for us to verify your membership and confirm back to you. 

Why do your prices not include VAT ?

Base Formula's main line of custom is from other businesses and as such we need to show the excluding VAT price. We also have a lot of overseas customers who are exempt from paying VAT.

Why do your prices not include carriage?

We have customers from all over the world and for this reason carriage has to be calculated specifically according to your location. Carriage to most of the UK is free on orders over our set order level, see Carriage Charges for up to date information. Overseas shipping is charged at cost and is calculated according to the weight of the consignment and the delivery location.

How long after placing my order will I receive my goods?

Orders are normally despatched within 3 working days of receiving your order, however, during busy periods it may take up to 5 working days. We use next day delivery for most mainland UK orders. You will be emailed when your order has been despatched. Overseas orders will vary according to your location but generally the maximum transit time is 5 – 7 working days to most parts of the world.

Can I have a credit account with Base Formula?

Yes, we offer a 30 day credit account facility to regular users. Once you have an account you will be given a unique account number and be able to add orders from our web site to your account. With each order you will be mailed an invoice which must be paid within 30 days of the date of the invoice. To open an account with us you must fill in a Credit Account Application Form. Please download a copy here.

How can I be sure that your oils are not adulterated?

Having been in business for over 10 years we pride ourselves on the quality and purity of all our products. We source our oils, wherever possible, directly from the growers, the distillation plant or from very reputable importers. All our products then go through rigorous quality analysis testing. We are also full members of The Aromatherapy Trade Council which is dedicated to seeing that its members abide by their codes of practice, one of which is making sure that its members essential oils are of the purist quality. Our oils are consequently subject to random inspections, analysis and verification at an independent laboratory determined at the ATC's discretion.

Can I return goods for a refund?

Yes, as long as you notify us with 3 working days from receiving your order and the products have not been personalised for you and have not been opened. We would then give you a full refund on receipt of the returned order. (This does not affect your statutory rights) Please see our full Terms and Conditions.

Will my order be insured whilst in transit?

Yes, we cover all orders with insurance to cover loss or breakage nationally and internationally. Please notify us within 3 days of any breakages or loss and we will either re-send the product or offer a refund. If the parcel is damaged on receipt we would ask that you sign for the order as ‘damaged'.