Frequently Asked Questions
How do I register for my FHT or Therapist discount?
All you need to do is set up an account with us (if you don't already have one) and then email us with your professional body membership number and renewal date. Your discount will be applied automatically to your account once we have verified your membership i.e. the prices you see when logged in will include your discount. Please allow 2 working days for us to verify your membership and confirm back to you.
Do your prices include VAT ?
All prices on the UK website are now inclusive of VAT.
What are your carriage rates?
We have customers from all over the world and for this reason carriage has to be calculated according to your location. Carriage to most of the UK is free on orders over our set order level, see our 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. 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.
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'.
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 & Conditions.
Can I have a credit account with Base Formula?
Yes, we offer a 30 day credit account facility for wholesale customers. Please email us for more information.
What is the life expectancy of my products?
All of our products contain a Period After Opening (PAO) Symbol which shows how long the product will keep for once open. We recommend that our products are opened within 12 months of the date of purchase and that once open they are used within the time frame indicated on the (PAO).
How can I be sure that your oils are not adulterated?
Having been in business since 1996 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 who are dedicated to ensuring the quality and purity of their members oils. Our essential oils are consequently subject to random inspections, analysis and verification at an independent laboratory determined at the ATC's discretion.