Below you will find answers to the most frequently asked questions, it is an idea to check here before submitting an enquiry to us via email as chances are we have probably already answered your query…
Shipping & Delivery
Do you ship to my Country?
Almost certainly yes.
We ship worldwide, the only exceptions are areas that the UK is currently enforcing sanctions or restrictions against or that is an active war zone. Please see our delivery information page for more details. Please note that we are only able to deliver to business addresses in Russia, but there is an alternative service linked on that page that will enable you to have your goods delivered to a residential address.
If you are not offered a shipping option when you go to checkout, please use the web support email address to let us know and we will sort it out for you.
I just want to buy one 10ml ingredient – is there a cheaper shipping option?
Sorry, no there isn’t.
Shipping charges (detailed here) are carefully chosen to be as fair as possible to all our customers and ensure that shipping costs are covered. It costs us the same to send a small package as it does to send a larger one that’s not just the courier charge but also it has to go into a box with packaging around it to ensure it doesn’t get broken and someone has to be paid to pack it: then there’s paying someone to take it to the courier or paying for collection and finally the cost of the carriage itself. Buying in bulk large boxes cost only a few pence more per box than small ones so there’s no real saving there either.
Why not combine your order with a friend to save shipping costs? Or wait until you need several things?
Is there a minimum order?
You can order as much or as little as you like, however please note that our shipping charges are a flat rate so you will get better value by buying more items at once. Details of shipping costs are here.
I want to buy in bulk: can you sell larger amounts of ingredients than are listed on the website
Yes, in almost all cases we can.
Be aware however that the largest quantity of anything that we sell is 25-30Kg and that while anything can be delivered in the UK, some bulk materials are not available overseas.
There may also be a lead time and there will usually be shipping charges too. Please contact us for a quotation.
I’ve checked out and realised I missed something: can I add to my order?
If you’re in the UK just check out in the normal way again but use the ‘Collect from us’ shipping option, which is free. Please make a note in the notes box when you check out of the order number you’d like it adding to so that we know what to do with it. Once you’re order is in Completed status it’s too late to add anything further to it, so if you’ve decided to add a lot of things it’s best to contact us first so that we can delay fulfilment while you do so.
If you’re outside the UK proceed as above but you’ll also need to change your country to UK so that the system will give you the ‘Collect from us’ option.
Are Pell Wall products suitable for food use?
None of the products available in the Pell Wall shop are certified as food grade by us.
In many cases the materials we buy in are food grade and will almost certainly be perfectly safe to use in food if you know what you’re doing: many customers use our products in food or drink. However Pell Wall does not use handling methods compliant with food preparation regulations.
Many other products are totally unsuitable for food use either because they are toxic when ingested or we are selling them in a solvent suitable for perfumery that isn’t edible (such as DPG for example).
The Pell Wall Perfumer isn’t a flavorist, and therefore isn’t qualified to advise on safe usage, levels or application: so if you wish to use any of our ingredients in food you must take responsibility for making your own assessment as to their safety and suitability for the purpose.
What does 'Product Available on Backorder’ mean?
If you see that a product is available on backorder it means that we don’t currently have stock but can make or buy in that material in response to your order. When you include backordered items we will normally hold the entire order until we have everything in stock and then send it all together. Only with very large orders will we send the rest and follow up with the backordered items(s), so please keep this in mind if you are in a hurry for any part of your order.
Are ingredients available in 10ml sizes always liquid?
No, some ingredients come as a powder and some as a solid that is melted for use. Where this is the case it says so in the product description. You can also tell by checking which categories the material is in – if it’s normally sold as a liquid it will be in the Liquids category if it’s crystals or a solid that requires melting it will be in the Solids category. Some materials are in both where we offer both an undiluted solid and a dilution in a solvent: again check the description for details.
Why are most ingredients sold by both volume and weight?
How do I handle a material that is sold as powder or crystals?
I am experiencing issues with some of the content and/or functionality of Pell Wall's web site. What can I do?
My Order has been marked as completed but the tracking number doesn’t work
There could be a couple of reasons for this: With some carriers the tracking number we get when we book the parcel in has spaces in it but their tracking systems only recognise the number without spaces, we try to remember to remove the spaces when we copy the number into our system that notifies you but sometimes we forget: if there are spaces take them out and the number should then work.
If your order has been marked as completed, but not yet collected from our Shropshire base, you may see the following from our main couriers:
DHL: An error message tends to appear for a short while before their system updates with a message saying ‘information received from shipper’. Check DHL’s web site for service updates. DHL collections are usually early in the day.
ParcelForce: Will show an error message until the parcel has ben scanned in and registered by their depot. Check ParcelForce’s web site for service updates. Parcelforce collections are usually around lunchtime.
Royal Mail: We check parcels in here but then they have to be taken to the local Post Office which is a couple of miles away and then they have to be individually scanned in by them – this usually only happens towards the end of the day and until it’s done tracking won’t be available.
Please note that once a parcel has been collected from us we are no longer able to provide information on where it may be. We only have acces to the same tracking facilities that you do.
My discount code doesn't work at on the site.
It is possible that from time to time we may make a mistake when configuring a discount code however we do rounds of testing with them to ensure they are working before we issue them.
If your’s isn’t working please make sure that you are entering it exactly as displayed, for example our codes are not case sensitive, usually one word with a number and most importantly do not contain spaces or special characters like exclamation marks or other symbols (!@%$).
Most of our codes are issued through our newsletter as part of an email campaign, we will always have the code in text – rather than just in an image – so a good tip to make sure you get it right is to copy and paste it from the email itself.
If you are sure there is an error please contact us.