FAQS

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Product information 

 

How should I store my land&water products?

We recommend keeping your products in a cool, dry place away from direct light, to ensure they stay fresh and work as intended.

 

Do land&water products have an expiry date?

Our products’ ‘best before’ dates depend on when you open them. Look for the icon on the side of all our labels, which tells you how long the product will be at its best after opening. We recommend opening land&water products within 6 months of purchase.

 

Do land&water products contain allergens?

We thoroughly test all our products to make sure they’re safe for human use, but any ingredient has the potential to irritate sensitive skin. If you experience an adverse reaction, stop using the product and consult your medical practitioner if necessary.

 

Are land&water products safe to use in pregnancy?

All our products use natural essential oils. The levels we use are deemed ‘non-harmful’ and shouldn’t cause any problems in a healthy pregnancy. However, some essential oils are recommended to be cautious of when pregnant, so we’d suggest checking with your doctor, midwife or pharmacist.

 

What if I have an adverse reaction to a land&water product?

In the first instance, we’d recommend you discontinue use and consult your medical practitioner if necessary. Please do get in touch to let us know the details of your reaction, and we’ll arrange a refund or exchange.

 

Does land&water use preservatives?

We use only necessary amounts of preservatives to ensure our products are safe, effective and will last. We have carefully developed them to ensure the kindest treatment to both you and the environment.

 

How important is the role of science in land&water’s philosophy?

We consciously invest in the latest bio-technology, and combine craftsmanship, small batch methodology and science to elevate how each ingredient performs.

 

Where can I find a list of ingredients?

We’ve listed all the ingredients in each product on the relevant product pages of this website, as well as on each individual pack.

 

Which ingredients do you avoid?

We don’t use petrochemicals, sulphates, artificial colours, artificial fragrances, parabens, microbeads, microplastics, silicones, propylene glycol or phthalates in our products.

 

Do land&water products contain gluten?

There is no gluten or gluten-containing ingredients knowingly used in the making of our products. Some of our suppliers, however, cannot provide this information as their products are not food-grade, and so the testing for gluten has not been carried out. 

 

How long will a land&water candle last?

Our candles burn for around 40 hours. We recommend using your candle within 1 year of purchase.

 

How long will a land&water reed diffuser last?

Our diffusers last for up to 4 months, although heat and draughts may reduce this. We recommend using your diffuser within 1 year of purchase.

 

We use a gentle blend of mineral and vegetable wax, hand-poured to ensure a consistent burn. The wax is naturally occurring, found on the leaves and fruits of many plants, like apples, for example. The mineral element is derived as a waste product from crude oil, containing wax from plants that lived 500 million years ago. The wax exists, unchanged, as a fraction of the crude oil and is simply separated from the oil and cleaned.

The impact of sourcing and supplying alternative waxes is still regularly debated. At the moment we believe we’re making the best environmental choice by combining waste from both vegetable and oil production for re-use.

  

 

Sustainability 

 

How is land&water developing its sustainability and provenance practices?

We’ve invested in sustainable practices from day one, selecting partners and suppliers whose principles chime with ours, and thinking carefully about our ingredients, manufacturing processes and packaging.

All our ingredients are sustainably and ethically sourced from reliable and trusted suppliers with a proven track record when it comes to human resource, environmental sustainability and care. Our high quality essential oils are undiluted, and, wherever possible, we choose natural, botanical materials for our formulations that are pesticide, artificial and animal fertiliser free. We’re also working hard to continually increase our portfolio of Fairtrade raw materials.

Our candle and reed diffusers use fragrances from our partner in Somerset, and are then manufactured on a working farm in Cornwall, powered by wind, solar energy and biomass in an almost carbon neutral process. The carrier used in our reed diffusers is readily biodegradable, water soluble and suitable for Ecolabel. Read about our candle wax here.

It’s a journey, and we’re constantly improving our practices, scouting to know more, understand more and ultimately deliver the most sustainable product we can.

 

Are land&water products suitable for vegans?

Yes, all our products are vegan-friendly. We’re currently working towards certification.

 

Are any land&water products tested on animals?

No, and that goes for all our ingredients too.

 

Do land&water use microbeads and microplastics?

No.

 

Do land&water products contain palm oil?

We don’t use palm oil as an independent ingredient in any of our products.

We believe in the use of sustainable palm oil. One of the most efficient crops for producing emulsifiers and surfactants for the cosmetic industry, palm oil plantations yield up to five times the volume of usable product per area of land, compared to alternative crops. A switch from palm to an alternative source (e.g. rapeseed) would shift the problem, creating greater swathes of deforestation.

So, land&water has chosen high quality ingredients from companies that are members of the RSPO (Roundtable for Sustainable Palm Oil), which means that where palm oil may be a component part of compound ingredients in our products, we are sourcing responsibly.

 

How has land&water made its packaging choices?

Our packaging ethos focuses on re-use. land&water plastic bottles are made in Norfolk using 100% post-consumer recycled plastic, sourced from Holland to minimise transport and retain the quality of material.

By replacing the use of virgin materials, land&water contributes to the circular economy, reducing the waste going to landfill sites.

Around half our products are housed in glass, which is widely recycled. When it comes to glass vs. plastic, the right answer is never clear cut. We balance the pros and cons to make the best decision for each product.

We’re also mindful of the environmental impact of our labels and outer packaging, so only work with FSC-certified paper stocks, and companies that demonstrate a commitment to reducing waste and promoting sustainable solutions.

 

Is land&water packaging recyclable?

All our packaging components are fully recyclable, with the exception of the pumps for our bottles. We are working to find quality, high-performing recyclable dispensing pumps.

 

How should I dispose of my land&water products?

We recommend taking the contents to an approved disposal site; check your local waste and recycling regulations first.

 

Will land&water offer refills?

We’re currently investigating this, to make sure that we can find a way with tangible environmental benefits – more news on this shortly.

  

Orders & Shipping

What are land&water’s delivery charges, and when can I expect to receive my order?

We process and package our orders seven days a week, but delivery times are based on working days. Check the status of your order via the link provided in your confirmation email.

Standard UK delivery (3–5 days) is free for orders above £50, and £4 for orders below £50.

Express delivery (48 hours) is £6. Please place your order before 3pm to guarantee delivery within 48 hours. Orders placed after 3pm or during the weekend and UK bank holidays will be dispatched the next working day.

For delivery outside the UK Mainland and international delivery: please email us at hello@land-and-water.co.uk

 

When are land&water's recommended last order dates for Christmas (2020) delivery?

Monday 21 December - Standard UK delivery.
Tuesday 22 December - 48 hour UK delivery.
all orders must be placed before 3pm

 

Which payment methods does land&water accept?

We accept payment via Visa, Mastercard, American Express, Maestro, PayPal, Apple Pay, Google Pay and Shopify Pay.

 

Are my card details secure?

The land&water website is compliant with the revised Payment Services Directive including the use of 3D Secure – an additional security layer for online debit card transactions.

 

When will I be charged?

We charge your card when you confirm your purchase during the checkout process.

 

Is VAT included in the price of my purchase?

All prices on the land&water site are in British Pounds and are inclusive of VAT.

 

Can I return or exchange an item purchased online at land&water’s store?

We hope you love our products, but if you’d like to return or exchange something purchased from our website, please return the product(s) within 14 working days of delivery.

Please follow the instructions enclosed with your delivery and post the product(s) to: land&water, Watergate Bay Hotel, Watergate Bay, Cornwall, TR8 4AA.

We recommend you return the product(s) via insured, trackable delivery. You are responsible for the delivery as well as postal charges.

We will reimburse the purchase price of the returned product(s) within 14 working days, from the day we receive them. 

Alternatively, you can take your item, together with your original online purchase receipt to land&water’s store at Watergate Bay Hotel within 14 working days of delivery.

Please note, products that have been purchased from other online stores or through retail stockists cannot be refunded at land&water’s store.

All products must be returned unopened and in their original saleable condition to be eligible for exchange or refund.

 

What should I do if my order has been damaged in transit?

We take great care in packaging your land&water purchases. However, if an item has been damaged on its way to you, we’ll make sure you get a full refund or exchange. Please email us at hello@land-and-water.co.uk with your order details.

 

Can my order be sent as a gift?

During the check-out process you can include a gift message and nominate a shipping address that is different to your billing address. We don’t currently offer a gift-wrapping service.

 

With my details, can land&water purchase on my behalf?

To comply with payment card industry security compliance, land&water is unable to take debit or credit card orders over the phone.

 

 

Online Account 

What will I receive if I subscribe to the land&water newsletter?

We’ll send you land&water stories and inspiration, information about our products, and subscriber-only offers.

 

Do I need an account with land&water to place an order?

No, you can make a purchase as a guest. But, having an account means you can move faster through the checkout process. You can also save and update your personal details, store your shipping and billing addresses and see past orders.

Creating an account is simple.

 

How do I reset my password?

To reset your password, select ‘Forgotten Password’ in the log-in section.

 

How do I enhance my security when I shop online?

We take ensuring the security of your personal data very seriously. However, as a general rule for all online shopping, we recommend these extra measures:

  • Ensure your internet browser is up to date.
  • Choose unique passwords, keep them private, and change them frequently.
  • Invest in decent anti-virus software, and keep it updated.

      

    Press & Stockists 

    Where should I direct my press enquiries?

     Please email us at press@land-and-water.co.uk

     

    Who should I contact regarding becoming a stockist?

    Please contact us at hello@land-and-water.co.uk

     

    Contact Us

    Whether it’s questions, ideas, pictures from your adventures or practicalities about your purchases, we’d love to hear from you.

    Email us at hello@land-and-water.co.uk, call 0330 135 9480, or send us a postcard to land&water, Watergate Bay, Cornwall TR8 4AA.