Delivery Policy

Last updated: 2026

At Scentsuals, every order is prepared with care and intention. As an independent home fragrance brand, we prioritise quality, thoughtful presentation, and a smooth delivery experience from checkout to unboxing.

Please read the information below before placing your order.

Order Processing

All orders are processed within 1–3 working days unless otherwise stated.

Orders placed:

  • Monday–Friday are processed during business hours.

  • Weekends and UK public holidays will be processed on the next working day.

During launch periods, collection releases, promotions, seasonal drops, or periods of unusually high demand, processing times may be extended. Any significant delays will be communicated via email or website announcement.

Please note:
Processing time refers to preparing your order for dispatch and is separate from shipping transit times.

UK Shipping

We currently ship within the United Kingdom.

Available delivery options and estimated transit times:

Standard Delivery

Estimated delivery: 2–4 working days after dispatch

Express Delivery (if available)

Estimated delivery: 1–2 working days after dispatch

Delivery estimates are not guaranteed and may vary during peak periods, adverse weather conditions, courier disruption, or circumstances outside our control.

Shipping Rates

Shipping charges are calculated at checkout based on:

  • Order value

  • Delivery method selected

  • Delivery location

Any free shipping thresholds will be displayed on our website when active.

Dispatch Confirmation & Tracking

Once your order has been dispatched, you will receive a confirmation email.

Where applicable, tracking details will be included so you can follow your parcel’s journey.

Please allow time for tracking information to update after dispatch.

Packaging

Each Scentsuals order is packed with care to ensure products arrive safely.

Packaging may vary slightly between collections, seasonal releases, and promotional periods while maintaining our quality standards.

We reserve the right to make minor packaging adjustments without prior notice where necessary.

Delivery Responsibility

Orders become the responsibility of the customer once marked as delivered by the courier.

Please ensure:

  • Shipping information is accurate at checkout

  • Delivery addresses are complete

  • Access instructions are provided where necessary

Scentsuals cannot accept responsibility for delays or losses resulting from incorrect delivery information submitted at checkout.

Incorrect Address Information

If an incorrect address is entered:

Before dispatch:
Please contact us as soon as possible and we will do our best to amend the order.

After dispatch:
Unfortunately, we cannot guarantee changes once the parcel has entered the courier network.

If an order is returned to us due to an incorrect or incomplete address:

  • Original shipping costs are non-refundable

  • Additional shipping charges may apply for redelivery

Delayed Deliveries

While we work with trusted delivery partners, delivery times are estimates only.

Scentsuals is not responsible for delays caused by:

  • Courier disruption

  • Severe weather

  • Public holidays

  • Industrial action

  • Customs or transport delays

  • Events outside our reasonable control

If your order appears delayed beyond expected delivery windows, please contact us and we will assist where possible.

Lost Parcels

If your parcel has not arrived:

  1. Check tracking information

  2. Check with household members or neighbours

  3. Contact the courier where applicable

  4. Contact us if the parcel remains missing

Lost parcel investigations may require a reasonable investigation period with the courier before replacement or refund decisions are made.

Damaged Orders

We take care preparing every shipment, however if your order arrives damaged:

Please contact us within 48 hours of delivery and include:

  • Your order number

  • Photographs of the external packaging

  • Photographs of the damaged item(s)

Claims submitted outside this timeframe may not be eligible for review.

Approved cases may be resolved by replacement, refund, or store credit where appropriate.

Missing Items

If anything is missing from your order, please contact us within 7 days of delivery and we will investigate promptly.

Pre-Orders & Launch Collections

Where products are sold on a pre-order basis:

  • Estimated dispatch windows will be stated on the product page.

  • Orders containing both pre-order and in-stock items may be shipped together.

  • This may extend delivery timing for the full order.

If split shipping becomes available, additional charges may apply.

Seasonal & Limited Releases

Limited collections are available while stock lasts.

Adding an item to your basket does not reserve stock until checkout is completed.

International Shipping

International shipping is not currently available.

We hope to expand in future.

Contact

Questions about your delivery?

Please contact us via our contact page. 

We aim to respond within 1–3 working days.

Thank you for choosing Scentsuals.

Avocating for intentional living.