Delivery Policy
All orders for made-to-order items are processed immediately upon receipt. Production includes decanting, dilution, labelling, and packaging as selected by the customer. Estimated dispatch times apply only to stock items. Made-to-order items may take longer due to preparation. We aim to dispatch all in-stock items within 2 working days (Monday–Friday). Orders placed after 12 midday on Friday will be dispatched within 3 working days from the following Monday. As we use third-party carriers, delivery times cannot be guaranteed. Delivery estimates are based on carrier service expectations only. Orders will not be considered lost or eligible for investigation until 10 working days have passed from the date of dispatch. Customers acknowledge that the majority of products supplied are prepared strictly on a made-to-order basis. Dispatch timeframes include: Measuring and decanting raw materials from bulk containers Preparing diluted materials at the specified ratio and carrier Labelling and batch allocation Order-specific packaging As goods are not pre-prepared or held in finished stock, dispatch estimates reflect preparation time as well as packing and shipping. Production is deemed to commence immediately upon order processing. Once preparation has begun, orders for made-to-order goods cannot be cancelled. All shipping and dispatch policies must be read in conjunction with our Terms and Conditions and product information provided at the time of purchase, including made-to-order chemical materials, their documentation (SDS), and applicable safety, hygiene, and regulatory obligations, including REACH, CLP, and COSHH. Customers acknowledge that made-to-order goods cannot be cancelled once preparation has commenced. For the avoidance of doubt, made-to-order fragrance materials are custom-prepared chemical goods, non-resaleable, and are exempt from statutory cancellation rights under Regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If dispatch is delayed due to circumstances beyond our reasonable control, we will notify you within a reasonable timeframe. Customers acknowledge and agree that delivery times are estimates only. While we aim to dispatch orders promptly, delays may occur due to factors beyond our control, including but not limited to carrier operational issues, peak season demand, staff shortages, or adverse weather conditions. During certain periods, such as the holiday season, customers accept that deliveries may experience longer delays than usual. By placing an order, customers consent to these potential delays and understand that we cannot be held responsible for late deliveries caused by the carrier. Flat Rate (Standard Delivery) 3–5 working days from dispatch Cost: £4.95 Orders are sent via a fully tracked service. Customers must allow a minimum of 10 working days for delivery before a claim can be made. Next Day Delivery (from dispatch) We do not currently offer a guaranteed Next Day service. Where possible, we may upgrade certain orders (e.g., larger or repeat orders) to a faster tracked service at no additional cost. This is discretionary and not guaranteed. Customers acknowledge that delivery dates are estimates only. We accept no liability for orders that do not arrive in time for birthdays, anniversaries, holidays, or any other special occasion. It is the customer’s responsibility to allow sufficient time for processing and delivery, including potential carrier delays. We do not combine shipping for multiple orders placed separately, even within a short period. Each order is processed individually with its own tracking number. Postage costs on separate orders cannot be refunded. Orders containing several items may arrive in one or more packages depending on product size, stock availability, or back-ordered items. All products are supplied in standard packaging suitable for upright, static storage in a professional workspace. Customers are responsible for handling, storing, and transporting materials in a manner appropriate for their intended use. Customers are also responsible for verifying the availability of safety documentation (SDS) prior to purchase. We do not accept claims for missing or unavailable documentation, and purchases cannot be cancelled or refunded on this basis. Standard plastic bottles are not designed for transport, pressure changes, or movement outside a controlled environment. Optional packaging upgrades (e.g., glass bottles with tamper-evident closures) are offered as a more robust alternative packaging preference but do not guarantee suitability for travel or transport. The Company accepts no liability for leakage, spillage, or product loss resulting from transportation, movement, or improper storage of products. By purchasing our products, customers acknowledge and accept responsibility for the safe storage and handling of all materials in accordance with professional standards. Available on UK orders over £50 (standard delivery only). The £50 threshold applies before discounts or promotions. Thresholds may vary depending on seasonal offers or promotions. If a paid shipping option is selected at checkout, shipping costs will not be refunded even if a free shipping option was available. If you request that your order be left in a safe place, communal area, or with a neighbour when no one is available at your address to accept delivery, you do so at your own risk. We accept no liability for loss, theft, or damage in these circumstances once delivery has been confirmed by the carrier. Safe place instructions may be refused for certain orders at our discretion. It is your responsibility to ensure the delivery address is correct and complete. We cannot refund postage costs due to incorrect or incomplete addresses, and we accept no liability for lost or undelivered orders arising from address errors supplied by the customer. If an order cannot be delivered due to customer-related reasons (including incorrect address, refusal, failure to collect, or absence) and is returned to us: The customer remains responsible for the original outbound postage cost, return shipping charges, and any administrative or processing costs incurred. To protect both our customers and our business from fraud, delivery loss, and disputes: All orders must be shipped to a verified billing or delivery address. We reserve the right to refuse shipment to addresses that: Differ from the billing address or cannot be independently verified; Are commercial loading bays, shared warehouses, forwarding depots, or storage facilities; Cannot be independently verified as legitimate, operational delivery locations. Where an alternate delivery address is provided, we may require: Proof of identity; Proof of address; Evidence of business occupancy and operational status (for commercial addresses); Business name associated with the address; Access instructions (e.g., gate codes, reception desk procedures); Confirmation that delivery to the verified address is accepted as final, regardless of carrier signature; If confirmation is not received within a reasonable timeframe (e.g., 48 hours), the order may be held until verification is provided or redirected to the billing address. If satisfactory verification cannot be provided, we reserve the right to: Ship only to the verified billing address; or Cancel and refund the order. Orders may be placed on hold while verification checks are completed. We reserve the right to cancel, refuse, or redirect shipment where we reasonably believe there is a risk of fraud, chargeback, or delivery loss. Delivery to the verified address, as recorded by the carrier, will be considered complete. Customers acknowledge that delivery to the verified address fulfills the order in full, and we are not liable for loss, theft, misdelivery, or signature disputes once the order has been delivered. Any delay caused by verification procedures is accepted by the customer as a necessary security measure. Carrier tracking data, GPS confirmation, photographic evidence, and signature records may be relied upon in the event of a dispute or chargeback. Additional verification may be required, including business name, operational status, access instructions, and confirmation that delivery to the address is accepted as final. Delivery to the verified address, as recorded by the carrier, will be considered complete, and we are not liable for loss, theft, misdelivery, or disputed signatures once the order has been delivered. Any delay caused by verification procedures is accepted by the customer as a necessary security measure. We reserve the right to rely on carrier tracking data, GPS confirmation, photographic evidence, and signature records in the event of a dispute or chargeback. Certain orders may be designated as high-value at our sole discretion. For such orders, we may: Ship only to the verified billing address; Require enhanced identity verification; Require signature-on-delivery; Refuse safe place or alternative delivery instructions; Refuse post-checkout address changes; Restrict delivery to residential or verified business premises only. Delivery for high-value orders is deemed complete once the carrier confirms delivery and obtains a signature or equivalent confirmation. In the event of a delivery dispute or chargeback, we reserve the right to rely on carrier tracking data, GPS confirmation, photographic evidence, and signature records as proof of delivery. For consumer customers, risk in the goods passes upon delivery to the address provided at checkout. For business or commercial customers, risk passes upon dispatch. Where delivery is confirmed by the carrier (including signature confirmation where applicable), the order shall be deemed fulfilled. Orders will not be considered lost until 10 working days after the date of dispatch. If the carrier fails to update tracking or a parcel is assumed lost, the customer agrees to accept a replacement, provided it is received within the standard delivery timeframe. If goods are returned due to: Refusal of delivery Failure to collect within carrier time limits Incorrect address Absence at delivery address This will be treated as a customer-caused failed delivery. Where delivery fails for customer-related reasons, made-to-order or hygiene-sealed goods cannot be resold due to safety, hygiene, and batch traceability requirements. No refund will be issued, and goods may be destroyed after 28 days without refund, in accordance with statutory exemptions for made-to-order items. Standard (Non Made-to-Order) Goods Where goods are returned in resaleable condition: The original postage cost will be deducted A restocking and processing charge of up to 25% of the order value may be deducted to cover inspection, repackaging, and administrative handling costs Alternatively, re-delivery may be arranged at the customer’s expense Made-to-Order, Personalised & Hygiene-Sealed Goods Due to their nature, these goods are non-refundable and non-resaleable. Where delivery fails for customer-related reasons: No refund will be issued Goods will be held for 28 days from the date of return Re-delivery may be arranged at the customer’s expense If no re-delivery arrangement is made within 28 days, the goods may be destroyed without refund By placing an order for made-to-order goods, customers acknowledge and accept these conditions. For the avoidance of doubt, made-to-order fragrance materials that are returned to us due to customer-related delivery failure cannot be resold due to hygiene, chemical handling, batch traceability, and safety control requirements. Such goods remain custom-prepared chemical materials and are exempt from statutory cancellation rights under Regulation 28(1)(b) of the Consumer Contracts Regulations 2013. Where destruction occurs after the 28-day holding period, this shall constitute lawful disposal of non-resaleable chemical goods, and no refund or credit shall be due. Missing Parcels Marked as Delivered If tracking confirms delivery: The order will be considered fulfilled. Refunds or replacements are issued only where the carrier confirms delivery error or loss. Where the carrier confirms successful delivery (including signature confirmation where applicable), no refund or replacement will be provided. Delivery to verified commercial addresses or addresses with reception staff is considered complete. We will open an investigation where appropriate. Customers acknowledge that carrier confirmation of delivery, including GPS data, timestamp, photographic evidence, or signature capture, constitutes conclusive evidence of fulfilment for the purposes of contractual performance. Lost Return Shipments If the carrier fails to deliver the returned package back to us (lost, damaged, or otherwise untraceable in transit), the liability rests with the customer. As the original delivery attempt failed due to customer action or inaction, no replacement or refund will be issued in these cases. Delivery risk passes: Consumer customers: upon delivery to the shipping address provided at checkout. Business/commercial customers: upon dispatch. We are not liable for any loss, theft, or damage occurring after delivery has been confirmed by the carrier. Customers must inspect all goods immediately upon receipt. Any claim for loss, shortage, or damage occurring in transit must be reported to us in writing within 48 hours of delivery, together with clear photographic evidence of the packaging and goods. Failure to notify us within this timeframe may affect our ability to investigate the matter with the carrier or submit a claim on your behalf. This does not affect your statutory rights under applicable consumer law. If your package shows visible damage upon delivery, you agree to open it in the presence of the carrier to inspect the items and note any concerns. Orders are not considered lost until 10 working days have passed from dispatch. Claims before this period may be declined. If goods are confirmed to have been lost or damaged in transit prior to delivery, our sole obligation, at our discretion, is to replace the goods or refund the purchase price. We shall not be liable for any indirect, incidental, consequential, or special damages arising from loss or damage in transit. Claims for loss or damage after delivery confirmation may be denied if not reported in line with these guidelines. If delivery is requested to a third-party address (e.g., parcel forwarders, export agents, overseas shipping services), liability transfers once our carrier confirms delivery to that UK address. We accept no responsibility for loss, damage, or delay after that point. Availability & Regional Restrictions Certain raw materials and hazardous goods (including but not limited to perfumers alcohol, alcohol-based perfumes, solvents, and flammable substances) are subject to UK Carriage of Dangerous Goods Regulations and carrier restrictions. As a result: Some hazardous products may only be shipped within mainland Great Britain Shipment to Northern Ireland may be restricted where compliant transport cannot be arranged Certain products may not be eligible for export outside the United Kingdom We reserve the absolute right to refuse, restrict, or cancel any order where shipment would breach applicable transport regulations, carrier policies, or legal requirements. Where an order is cancelled due to regulatory shipping restrictions, a refund will be issued for the affected items only. Northern Ireland Clarification Northern Ireland remains part of the United Kingdom; however, certain hazardous goods may be subject to additional transport or carrier restrictions. Where compliant shipment to Northern Ireland cannot be arranged, we reserve the right to: Cancel the hazardous portion of the order Ship non-hazardous goods separately Refuse the order in full and issue a refund prior to dispatch We are not liable for delays arising from transport compliance checks or carrier restrictions applicable to hazardous goods. Shipping Costs Shipping costs vary by destination and will be confirmed at checkout or prior to dispatch. Where hazardous goods require separate shipment for regulatory compliance, additional shipping charges may apply. You will be notified before dispatch where applicable. Customs, Duties & International Shipping For deliveries outside the United Kingdom, your order may be subject to import duties, VAT, tariffs, customs clearance fees, or other local charges. These charges are the sole responsibility of the recipient. Perfume Extract (“we,” “our,” or “us”) is not liable for: Customs delays Import refusals Seizure or destruction by customs authorities Additional charges imposed by destination authorities If a shipment is refused due to unpaid customs charges or import restrictions, return shipping and administrative costs may be deducted from any refund. Hazardous or Restricted Goods Certain products sold by Perfume Extract are classified as hazardous for transport under UK regulations. Transport Compliance All hazardous goods will be shipped using transport methods selected at our discretion and in accordance with applicable UK regulations and carrier requirements. We will not dispatch hazardous goods using any method that would place us in breach of transport law or carrier policy. Hazardous goods may be shipped separately from non-hazardous items where required. Delivery times for hazardous goods may differ from standard products. Customer Responsibility By purchasing hazardous or regulated products, you confirm that: The purchase, importation, possession, storage, and use of such goods is lawful in your jurisdiction You have obtained any necessary permits or authorisations You will comply with all applicable storage, handling, and safety requirements We make no guarantees that products purchased on this site can be legally imported. Customs Delays & Refused Shipments We are not liable for orders delayed, held, returned, seized, or destroyed due to: Customs inspections Regulatory restrictions Misclassification by authorities Failure to pay import duties or taxes Where goods are returned due to regulatory refusal or non-payment of duties, we may deduct shipping, return, and administrative costs from any refund. Placing Overseas Orders If you are located outside the United Kingdom and are unable to complete checkout via our website, please contact us with: Products required Quantities Full delivery address If shipment is legally possible, we will confirm availability and provide a total price including shipping. Payment may then be made via PayPal invoice or direct bank transfer. All overseas orders remain subject to the terms outlined above. Recommendations Always check with your local customs office before placing an order. Orders shipped internationally may be subject to delays, inspections, or restrictions, and we are not liable for any outcomes resulting from our chosen shipping methods. We reserve the right to refuse any order (in full or in part) prior to dispatch where: A lawful shipping solution cannot be secured; The delivery address cannot be verified; The order is identified as high-risk or fraudulent, or unauthorised; The goods are restricted or hazardous, or subject to transport limitations; Regulatory,compliance or export requirements cannot be satisfied. Where an order is refused prior to acceptance, a full or partial refund will be issued. Nothing in this section affects your statutory rights. These policies must be read in conjunction with our Terms and Conditions and product information provided at the time of purchase. Where multiple provisions apply, they shall be interpreted together and in a manner that best reflects the nature of made-to-order chemical materials, their documentation (SDS), and applicable safety, hygiene, and regulatory obligations, including REACH, CLP, and COSHH. Nothing in this policy limits or excludes any statutory rights which cannot be excluded under applicable law. UK Shipping Policy
Dispatch Times
Made-to-Order Dispatch Clarification
Delayed Dispatch
Delivery Times & Delays
UK Postage Options
Other Shipping Terms
Time-Sensitive Orders (Birthdays, Events & Special Occasions)
Combined Shipping
Multiple Items
Storage, Handling and Transport
Free Shipping
Safe Place / Alternative Delivery
Incorrect Address & Customer Responsibility
Shipping Address Verification & Fraud Prevention
Delivery and Liability
Commercial or High-Risk Addresses
High-Value Orders (Additional Security Measures)
Title & Risk
Failed Deliveries
Carrier Fault
Customer Related (Breach of Contract)
Loss of Goods and Damage in Transit
Third-Party Shipping Providers
International Customers (Including Northern Ireland, EU & Ireland, Channel Islands and Isle of Man)
Order Refusal Prior to Acceptance
Policy Interpretation