Every product is made to order. We normally state that production will begin two full working days after the date of the order, and that ALL items will be shipped out the following day. The production may deviate at the busiest seasons of the year, so use this only as a reference. Please get in touch with us if your order requires quick manufacturing and delivery if it does. On rare occasions, we might not have enough product from a single bottle to finish your order. We shall wait till we have enough stock to fulfil your request entirely from a single bottle in order to prevent mixing of bottles. Again, if this occurs, you will be alerted by email, and if the delay is intolerable for you, a full refund will be given.
All orders will be tracked via Royal Mail First Class Signed For. Each order comes with a tracking number, which may be found at https://www.royalmail.com/track-your-item.
All orders should be delivered within one to three working days (excluding the day of collection), according to Royal Mail, however this is not a promise. Once the order has left our premises, Scent and Samples is not liable for the delivery times. The postman or courier will typically leave a card if you are not home when they deliver the package to let you know that it has been returned to the depot where you may pick it up or request a redelivery.
If your item hasn’t arrived within seven days of placing your order, kindly contact us, and we’ll do our best to track it down. Before a claim for a lost item may be lodged, we are required to wait a total of 21 working days if the tracking reference indicates that your item is still with Royal Mail. A claim will then be filed, and a replacement item will be delivered (stock permitting). There will be a refund for any items that are out of stock.
The customer must work with us and Royal Mail to resolve the claim if an order is lost in route. The claim for a lost order may be rejected if there is a lack of cooperation.