Shipping policy

Shipping Policy

1. Shipping Costs 
Shipping costs are determined by Price and a Flat rate. Taxes are included, and all shipping charges are calculated at checkout.

2. Free Shipping Offer
We offer free shipping on orders over £45 within the UK.

3. Delivery Times
We understand the importance of timely delivery. Our estimated delivery times are as follows:

  • Delivery: 2-5 working days, depending on the selected shipping service.
  • Highlands and Islands: Additional delivery time may be required.

Please note that these timeframes are estimates and may vary depending on your location. However, in most cases, your order will arrive well before the maximum time frame

4. Shipping Carriers
We use Royal Mail Tracked 48/24 services for all UK Mainland orders, ensuring secure and reliable delivery.

5. Handling Time
We aim to process all orders (pick and pack) on the same day they are placed; however, processing may take up to one working day.

6. Order Cut-Off Time

  • Orders placed by 5:00 PM on Monday to Friday will be dispatched the next day.
  • We strive to fulfil as many orders as possible, even after the cut-off time, but next-day dispatch cannot be guaranteed after this time.

7. Weekend Orders
Orders placed on weekends will be dispatched the following Monday (excluding bank holidays).

8. Tracking Notifications
Once your order has been dispatched, you will receive tracking information to monitor the progress of your shipment through the carrier’s latest updates.

9. Order Journey

  1. Label Creation and Dispatch: A shipping label is generated, and your order is carefully packed and prepared for dispatch.
  2. Carrier Receipt and Transportation: The carrier collects and scans your parcel, beginning its journey through their network.
  3. Transit Period: There may be a brief period without tracking updates while the parcel is in transit.
  4. Delivery: Your parcel will be delivered directly to your doorstep.

10. Liability and Responsibility
While we strive to ensure timely deliveries, Scentorium is not liable for delays or losses resulting from circumstances beyond our control, including but not limited to:

  • Natural disasters or extreme weather conditions
  • Wars or civil disturbances
  • Government actions or regulations
  • Force majeure events
  • Delays caused by carrier services

We do not provide refunds for dispatched orders. However, we will assist in resending lost or wrongfully delivered parcels.

11. Returned Parcels Due to Customer Error
Please ensure your delivery details are entered correctly and that someone is available to receive your parcel. We cannot be held responsible for parcels returned due to circumstances caused by the customer, such as:

  • Incorrect or incomplete address details
  • Failure to collect the parcel from the delivery office
  • Refusal of delivery

If a parcel is returned to us for any of these reasons, additional processing is required. Once the parcel has been received back, you may choose between:

11.1 Re-delivery

If you would like your order re-sent, a re-delivery fee will apply to cover the costs of processing and reshipping the parcel. This fee is typically £8-£10, depending on your preferred shipping method, parcel weight and delivery method.

The deduction goes towards the actual costs incurred in processing the returned parcel and arranging re-delivery.

11.2 Refund Instead of Re-delivery

If you prefer to cancel your order and receive a refund rather than have it re-sent, a restocking and handling fee will be deducted from your refund. The fee varies based on your original shipping method:

  • Orders over £45 (Free Shipping): £8
  • Orders under £45 with Standard Delivery: £5
  • Orders with 24-hour Delivery: £5
The deduction goes towards the actual costs incurred in processing the returned parcel. Optional express shipping paid by the customer does not increase the fee, as all returns are handled using the same method.

These fees cover the genuine costs of processing parcels returned due to customer error. We do not profit from these charges; they exist to ensure we can continue offering reliable and competitive shipping options for all customers.

12. Customer Support
For any questions or assistance, please contact us at info@scentorium.co.uk.
For details on returns, refunds, exchanges, or cancellations, please visit our Returns Policy.

Thank you for choosing Scentorium. We value your trust and are committed to delivering your order efficiently and securely.