Shipping & Returns
SHIPPING POLICY
As all products are hand-made please allow 7-10 days for delivery.
Product prices quoted on our website do not include Postage & Packing fees. As much as we would like to be able to offer free shipping on all UK orders, we would rather keep our product prices realistic and affordable; and have a transparent fixed charge representing a small contribution towards the costs we incur to ship orders to our customers. On orders over £100.00 we are pleased to be able to offer free shipping.
COVID-19 RELATED DELAYS
Please be aware that due to the number of people opting for online shopping in these unpredictable times, we are unable to guarantee delivery times. As advised by our couriers, delays in receiving parcels are to be expected.
We apologise for any inconvenience this may cause you but understandably we are reliant on the postal system to deliver our packages. We thank you all for your understanding and patience.
If your order is delayed please don’t hesitate to contact us at info@21scents.uk and we will be happy to help.
POSTAGE & PACKAGING FEES
0-1kg > £3.50
1-2kg > £4.80
2-5kg > £6.60
5kg+ > £12.00
For international deliveries, please enquire at info@21scents.uk
Return & Exchange Policy
At 21 Scents we want your online shopping experience to be as enjoyable as possible. That's why, if you are not completely satisfied with your purchase, we will gladly accept returns up to 14 days from the date of purchase (see exceptions below). You must return the goods in the condition that you received them. We shall not accept used products or those sent in an unsuitable condition. Please note that we do not cover the cost of return postage and do not refund postage costs.
Exceptions to this are:
- Gift cards
- Custom products
Please email us at info@21scents.uk with your name, phone number and order number and we shall contact you within 48 hours.
On approval, you will be asked to send back the goods clearly stating your full name and order reference number. Once the goods have been received, the refund will be processed.
Depending on your reason for returning you will not be refunded any original delivery charges. If you qualified for free shipping on your order and we covered the expense, this will be deducted from your refund.
If you are returning an incorrect order or a product which was delivered to you in a damaged or faulty state, we would ask you to follow returns procedures set out above. We will refund you the purchase price and the delivery charge we charged you. Please note that we hand wrap our items and have extensive quality control before we send out our items.
When returning items you are recommended to keep a proof of posting and a tracked service. Proof of posting will not be accepted as proof of delivery. We will not accept responsibility for lost or damaged parcels.