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ilāpothecary からの回答

2026年6月17日

Dear Fiona,

Thank you so much for your lovely feedback. We’re delighted to hear you’re enjoying everything you’ve purchased from ilapothecary.


With love,
the ilapothecary team

ilāpothecary からの回答

2026年6月10日

Thank you for your review, Jenny.

The SOS Body Balm was purchased as a pre-order item. At the time of purchase, it was clearly stated on our website that this product was available on a pre-order basis and that dispatch would take place once stock became available. As such, the order was placed with the understanding that there would be a waiting period prior to dispatch.

While we always strive to meet our estimated timelines, we sincerely apologise that the wait was longer than originally anticipated due to delays in the arrival of certain ingredients required for production.

We would also like to clarify that we proactively communicated with you regarding this delay and emailed all SOS Body Balm pre-order customers with an updated delivery timeframe, including the expected dispatch date. The product page also clearly stated that the item was being sold as a pre-order and included the estimated shipping timeline.

Having reviewed our records, we can confirm that we had already contacted you regarding the status of your order prior to your review.

As requested, your order has now been cancelled and a full refund has already been processed.

We genuinely appreciate your feedback. We hope you get the chance to experience and enjoy our natural powerful and relieving products.

ilāpothecary からの回答

2026年6月8日

Dear Karen,
Thank you for your review.
The SOS Body Balm was purchased as a pre-order item. At the time of purchase, it was clearly stated on our website that this product was available only on a pre-order basis and that dispatch would take place once stock became available. As such, the order was placed with the understanding that there would be a waiting period prior to dispatch.
Having said that, we sincerely apologise that the wait may have been longer than originally anticipated due to delays in the arrival of certain ingredients required for production.
We would also like to clarify that we have thoroughly checked our customer service records and have not located any previous emails or contact from you regarding this order prior to your review. Moreover on the 28/5 three days before your review we had emailed you regarding the status. Had we been made aware of your concerns earlier, we would have been more than happy to provide an update on your order status, before this emial too. The SOS Body Balm is now back in stock and in process of dispatching all orders. In light of this update, if you would prefer not to wait any longer for our award-winning SOS Body Balm, please contact us directly and we will be happy to arrange an immediate refund.

ilāpothecary からの回答

2026年5月20日

Dear Customer,
We were very surprised to read your message, as the SOS Body Balm is listed on our website as a pre-order item with the notice: “Expected to ship: May 25, 2026” displayed on the product page at the time of purchase.
We also checked our records and can confirm that our team responded to your message within 24 hours of receiving it, asking for your order details via Instagram so we could look into this further for you.
We sincerely apologise for any confusion or disappointment caused and appreciate your patience. Your order will be delivered by next week.
Please do let us know if there is anything further we can assist you with.
Warm regards,
The ilapothecary Team

ilāpothecary からの回答

2026年4月28日

Dear Isobel,

Thank you for taking the time to share your feedback. We’re truly sorry to hear you experienced an allergic reaction, although we’re glad you enjoyed the texture and fragrance.

Our products are made with 100% natural ingredients, and as every individual’s skin can respond differently to essential oils, sensitivities can occasionally occur. We’re pleased our team was able to support you promptly and process your refund.

Thank you again for trying ilapothecary.

With love,
the ilapothecary team

ilāpothecary からの回答

2026年4月28日

Dear Linda,

Thank you for your feedback. We’re very sorry to hear that the scent did not meet your expectations, and we apologise for the delay in our team’s response. They have since replied to your email. The actual formulation of this aroma roller is 100% natural and features these specific essential oils: grounding sandalwood blended with sensuous rose, and soft notes of vanilla, which reflects exactly the fragrance profile described on our website and all communication materials. It is also one of our most loved aroma rollers and a global bestseller among our customers. Of course fragrance preferences are naturally very personal. We have responded on email to resolve this unfortunate circumstance.

We appreciate you taking the time to share your thoughts.

With love,
the ilapothecary team

ilāpothecary からの回答

2026年4月27日

Dear Fiona,

Thank you so much for your lovely feedback. We’re delighted to hear you’re enjoying everything you’ve purchased from ilapothecary and that you love the quality and fragrances.

It means so much to our community to have your support, and we’re truly grateful you’re enjoying the experience.

With love,
the ilapothecary team

ilāpothecary からの回答

2026年4月27日

Dear Sally,

Thank you so much for your lovely feedback and for coming back for a second order. We’re delighted to hear you’re just as happy with the products.

It means so much to our community to have your continued support, and we’re really pleased you’ve had a great experience with our service too.

With love,
the ilapothecary team

ilāpothecary からの回答

2026年4月27日

Dear Amanda,

Thank you so much for your lovely feedback. We’re so pleased to hear you’re enjoying the deep, lasting scents and that your order arrived quickly.

It means a lot to our community to know both the products and service have met your expectations.

With love,
the ilapothecary team

ilāpothecary からの回答

2026年4月27日

Dear Claudia,

Thank you so much for your kind feedback. We’re delighted to hear you’re happy with both our products and our customer care.

It means a lot to our community to know your experience has been a positive one, and we truly appreciate your support.

With love,
the ilapothecary team

ilāpothecary からの回答

2026年4月27日

Dear Chris,

Thank you for your feedback.

We’re very sorry for the delay you experienced with your order. As soon as we were made aware of the courier issue, our team took action to resolve — resending a new order and arranging collection as per your request, which was completed on 4 March.

We always aim to provide a smooth and timely experience, and we regret that this did not initially meet expectations.

If there is anything further we can assist you with, please don’t hesitate to reach out.

With love,
the ilapothecary team

ilāpothecary からの回答

2026年5月2日

Hi Samantha,

Thank you for taking the time to share your feedback. We’re sorry to hear that the scent and experience were not what you expected.

At ilapothecary, all of our products are made with 100% natural ingredients and essential oils. We do not use synthetic chemicals or artificial fragrances, which means the scent profile can feel different compared to conventional room sprays.

Our room sprays and pulse point oils are among our bestsellers, appreciated by many customers for their natural aromatic blends and wellbeing benefits.

We completely understand that scent is very personal, and we’re sorry this wasn’t the right match for you.

Warm regards,
ilapothecary Team

ilāpothecary からの回答

2026年4月27日

Dear Chris,

Thank you so much for your beautiful words. We’re truly delighted to hear that ilapothecary products have become an essential part of your daily ritual for health and well-being.

It means a great deal to our community to know our formulations are supporting meaningful moments in your everyday life. We’re so grateful to have you with us.

With love,
the ilapothecary team

ilāpothecary からの回答

2026年4月27日

Dear Cherry,

Thank you so much for your beautiful words. We’re truly delighted to hear that Beat The Blues has become such a meaningful part of your daily routine and that it continues to support you both day and night.

It means so much to our community to know our products are making a genuine difference in your experience. We’re so grateful you’ve discovered ilapothecary and are part of our journey.

With love,
the ilapothecary team