Delivery

UK Shipping Policy

Dispatch Times

  • 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.

  • We accept no liability for late or delayed delivery until 10 working days have passed from the date of dispatch.

UK Postage Options

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.

  • However, we may upgrade orders (e.g. larger or repeat orders) to a Tracked 24 service at no additional cost where possible.

Other Shipping Terms

  • Combined Shipping: 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.

  • Multiple Items: Orders containing several items may arrive in one or more packages depending on product size, stock availability, or back-ordered items.

  • Free Shipping: Available on UK orders over £50 (standard delivery only).

    • The £50 threshold applies before discounts or promotions are applied.

    • 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.

Safe Place / Alternative Delivery

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 entirely at your own risk. We accept no liability for loss, theft, or damage in these circumstances.

Incorrect Address

It is your responsibility to ensure that the delivery address provided at checkout 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 such errors.

Customer Responsibility

If an order is dispatched but cannot be delivered due to customer-related reasons (e.g. incorrect address, failure to collect from the courier, or refusal of delivery), the package may be returned to us by the carrier.

  • It is the customer’s responsibility to ensure delivery details are accurate and that they are available to accept or collect the shipment.

  • If returned, any associated return shipping fees will be deducted from any eligible refund or re-billed if a reshipment is requested.

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.

Failed Deliveries – Carrier Fault

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.

By placing an order, the customer acknowledges that they may not submit a claim for non-delivery before the 10-working-day period has elapsed and agrees to be bound by these terms.

Failed Deliveries – Customer Fault (Breach of Contract)

If the carrier records a failed delivery and the goods are returned to us because you:

  • refused delivery,

  • were not present at the delivery address, and/or

  • failed to collect the goods within the carrier’s stated time limits,

this will be treated as a breach of contract. We reserve the right to treat the contract as terminated and cancel your order.

For Standard Orders (non “made-to-order” goods):

  • A flat-rate deduction of £9.95 will be applied to cover the original postage and packaging.

  • In addition, a 25% restocking fee will be deducted from the total order value before applying the postage deduction.

  • Alternatively, you may request re-delivery at your own expense. Re-delivery charges will be confirmed and must be paid prior to dispatch.

For “Made-to-Order” and Hygiene Related Goods (e.g. aroma chemicals, essential oils, and other perfumery ingredients):

  • If a failed delivery occurs, we will hold the goods for up to 28 days to allow you to arrange collection via your own courier, at your expense.

  • If no collection is arranged within this period, the goods will be destroyed and no refund will be issued.

  • Alternatively, you may request re-delivery at your own expense. Re-delivery charges will be confirmed and must be paid prior to dispatch.

Damage on Delivery

  • If your package shows visible damage upon delivery, you must open it in the presence of the carrier to inspect the items. Any concerns must be noted on the delivery note (where applicable).

  • If items arrive damaged or your order is incorrectly fulfilled, you must notify us within 48 hours of receipt. Once verified, we will arrange a replacement or refund.

  • Damaged or incorrect goods must be returned in their original packaging, with any shrink wrap or seals intact.

  • Customers agree to cooperate in arranging prompt collection and return.

  • If damage or errors are not reported within 48 hours, or if goods are returned with broken/removed seals, the order will be considered accepted in good condition and no refund or replacement will be issued.

Dispatch & Delivery

  • Delayed Dispatch: If dispatch is delayed due to circumstances beyond our reasonable control, we will notify you within a reasonable timeframe.

  • Delayed Delivery:

    • You must report non-delivery within 7 days of dispatch.

    • We will investigate and provide an update, including estimated delivery or replacement timeframe if applicable.

    • No claims for delayed delivery will be accepted until 10 working days after the expected delivery date.

  • Confirmation of Delivery:

    • A parcel is deemed accepted once delivered to the address provided and confirmed by the carrier.

    • This includes delivery to communal areas (with or without concierge service) or to a neighbour.

    • If goods are delivered to a neighbour, it is the customer’s responsibility to retrieve them.

Third-Party Shipping Providers

  • If you request delivery to a third-party service (e.g. GGBG, forwarding companies, or overseas shipping providers), liability passes to you once our carrier confirms delivery to that UK address.

  • We accept no responsibility for loss, damage, or delay after delivery has been confirmed to the third-party address.

Overseas Orders (including EU & International)

  • Availability: Many raw materials and hazardous goods (e.g. solvents, perfumer’s alcohol) can only be shipped within the UK.

  • Shipping Costs: Vary by country and will be confirmed before order completion.

  • Customs & Duties:

    • All overseas orders are sent DDU (Delivered Duty Unpaid).

    • The customer is fully responsible for any customs duties, VAT, or import charges.

    • Customers must check their country’s regulations before ordering.

  • Liability:

    • Shipping fees and product costs are non-refundable if goods are seized, destroyed, refused entry, or confiscated by customs.

    • Returns and refunds will not be accepted if valid licenses or permits were not obtained before purchase.

    • If packages are returned due to failed deliveries, unpaid customs charges, or failure to meet import requirements, we may deduct shipping, handling, and administration fees from any refund.

    • If customs destroy or refuse clearance of goods, the loss remains the customer’s responsibility.

  • Order Cancellations:

    • We may cancel any order in full or part if we cannot find a suitable shipping solution or if it contains restricted/hazardous goods. A full or partial refund will then be issued.

  • Placing Overseas Orders:

    • If you are outside the UK and unable to complete checkout, please contact us.

    • Provide the products and quantities you require; if shipment is possible, we will provide a price including postage.

    • Payment can then be made via PayPal invoice or direct bank transfer.