DELIVERY & RETURNS
Orders placed before 3pm on week days are dispatched same day.
No orders are dispatched at weekends – please allow for the full estimated business day delivery time frame before contacting us regarding delivery queries.
2 – 5 Working Days (Estimated – please allow extra time during peak season & strike action)
Free On Orders Over
1 – 2 Working Days (Estimated – please allow extra time during peak season & strike action)
Order Mon – Thurs
(Weekday Deliveries Only)
Next Day (1 Working Day)
1 Business Day (Estimated during busy periods please allow 1-2 Business Days)
Order Mon – Thurs
(Weekday Deliveries Only)
Special Named Day Delivery Guaranteed (Mon -Sat)
Order Mon – Thurs
Deadline 2pm Max 2kg Weight
Click and Collect
(Truro Shop Only)
Please allow 24 hours
- Delivery prices are per order and as listed above.
- Standard UK delivery is FREE over £30
- 24 Hour Tracked Delivery is available at £3.95 on weekdays only (order cut off 3pm) (this is not a next day guaranteed service but over 95% of orders reach customers next day)
- Next Day Delivery is available at £6.95 Mon-Thur only (order cut off 3pm).
- Saturday Guaranteed Delivery is available – please call for details 01872 263663
- Pick up from Store is currently only available from our Truro store in Cornwall – please allow at least 24 hours from ordering especially during busy periods.
Parcels may require a signature upon receipt depending on value/size.
Items that are ordered before 3pm will be dispatched that day (Mon-Fri only).
As external delivery services are used we cannot guarantee the actual delivery time, however over 90% of UK orders are received within 2-3 days.
Please allow a full 10 working days for orders to arrive when Standard Free UK delivery is chosen (non-tracked). Tracked services please allow 3-5 working days. Please notify us asap/within 7 days of non-receipt or if you have received notification of delivery but it has not arrived otherwise we will not be able to process a claim for non-delivery.
Delivery times are subject to availability, payment authorisation, processing and verification.
Please note that Scentstore do not accept liability for any failure or delay in delivering goods caused by any event or circumstance beyond its control.
Scentstore is unable to process any claims for non-delivery if:
- tracking shows the parcel as delivered;
- an incorrect, incomplete or invalid address is given for delivery (please contact us and we will let you know if it is returned to us);
- your order is delivered to a work address, student halls, block of flats or other building with a communal delivery point and the tracking on your order is confirmed as delivered;
- please contact email@example.com within 48 hours of receipt. Please ensure all products and packaging are retained and photograhical evidence for the investigation and claims process. We will not be able to accept a claim out of this timescale or if the products/photos have not been retained/provided.
- Scentstore is unable to process any claims for part/all missing contents if postage/tamper seal has been broken/voided/removed before opening; you must refuse delivery as ‘damaged’ & immediately notify us at firstname.lastname@example.org within 48 hours of attemped delivery.
- Photographic evidence will be required for all damage/discrepancy claims.
- If we suspect any abuse of our systems/foul play/repeat claims that may attempt to defraud; these claims will be reported to the authorities & Action Fraud UK without exception.
Not Called For Parcels/Incorrect Delivery Address:
- Where items have been returned ‘Not Called For’ by Royal Mail, the Customer will be contacted – the order can either be cancelled (refunding cost of items only, not postage) or re-sent at an additional postage charge.
- Incorrectly addressed parcels which are returned by the courier as ‘Incomplete Address’ due to entry/information customer error will incur a postage cost of £2.95 – this amount will be deducted from the parcel refund value.
Changing Postal Address after Order Placed:
- Please contact us in writing to request, this may not be possible in some circumstances or if timescale not sufficient;
- In an effort to crack down on internet fraud, Scentstore reserves the right to deliver only to the cardholders address on the customers first order.
**NOTE RE EUROPE & INTERNATIONAL DELIVERIES FROM 14-1-13 **
DUE TO A CHANGE TO AIR FREIGHT RESTRICTIONS WE ARE CURRENTLY PROHIBITED FROM SENDING PERFUME, AFTERSHAVE & NAIL VARNISH PRODUCTS OUTSIDE THE UK AS THESE ARE NOW CLASSIFIED AS ‘DANGEROUS GOODS’. WE APOLOGISE FOR ANY INCONVENIENCE CAUSED. SHOULD YOU REQUIRE SHIPMENT OF NON-PROHIBITED GOODS SUCH AS COSMETICS, SKINCARE & BODY PRODUCTS PLEASE EMAIL US FOR DETAILS AS AN INVOICE CAN BE CREATED FOR THIS SERVICE
Please note that there is maximum weight limit on international orders of 2kg, if your order exceeds this weight we will contact you to let you know – you will have the option to revise your order according to weight limits.
Aerosol products (i.e. deodorant sprays, some room fragrances etc) can not shipped via airmail/outside of the UK.
Some products cannot be shipped outside the EU due to brand restrictions – these are identified on the individual product delivery page.
Some countries may charge additional customs charges – these are payable by the purchaser and are not the responsibility of Scentstore.
After placing an order you will receive confirmation via e-mail – (please check junk e-mail folder before contacting us regarding any non receipt of order confirmation).
Goods will be packaged and dispatched within 24 hours (Mon-Fri only). We do not have mail collections over the weekends or bank holidays.
All stock and prices are subject to availability. In the unlikely event an item is out of stock after placing your order we will inform you as soon as possible to offer an alternative item to the same value or provide a full refund.
Please note Free Gifts are also subject to availabilty; should you only be ordering because of a free gift, we advise contacting us first to ensure it is in stock to avoid disappointment.
Scentstore reserves the right to limit sales of certain goods, clearance items or gift sets if we suspect the buyer is purchasing as a wholesaler or reseller.
All purchases must be paid for prior to dispatch of goods. All major credit cards and cheques are accepted. If paying by cheque please contact us at email@example.com or by calling 01872 263663 to confirm and send payment to: Scentstore, 10-11 Cathedral Lane, Truro, Cornwall, TR1 2QS. Sufficient time should be allowed for the cheque to clear before goods are despatched.
All prices are inclusive of VAT and shown in UK pounds sterling. Our VAT no is GB 868 9800 60.
As a result of differing promotional activity, product pricing may differ online to that in-store. Online discounts cannot be re redeemed in store or vice versa unless where specified.
Damaged/ Faulty Goods: If the goods are damaged during transit or you must contact us within 48 hours of receipt. Please contact us by email firstname.lastname@example.org or by calling 01872 263663. Returns must be pre-authorised and a returns address will be provided. All packaging must retained and/or photographed in detail. Faulty items must be returned to be fully tested – if faulty we will refund postage to the value of Royal Mail 2nd class parcel post. Should the item not be faulty we can return the item for a standard postage fee. Please ensure any returned items are suitably packaged and proof of postage retained as we cannot be held responsible for loss or damage incurred during transit.
Incorrect or Incomplete Goods: If the goods received are incorrect or incomplete please contact us at email@example.com or by calling 01872 263663 within 48 hours of receipt. Incorrect goods must be returned in the manufacturers original packaging within 48 hours of receipt. Replacement goods will be sent on receipt of returns.
No Longer Required: If the goods are no longer required please contact us in writing at firstname.lastname@example.org or Scentstore, 10-11 Cathedral Lane, Truro, TR1 2QS before 7 working days starting the day after delivery. The goods must be unused & returned in the manufacturers original packaging. Once received and condition checked, refunds will be processed within 2-3 business days and may take up to 48 hours to appear back onto your payment method. Please note a restocking administration fee of £5 will be deducted from the refund – this is applicable per order (not per item). Scentstore is NOT responsible for refunding return postage costs for unwanted items.
Returns of Beauty/Cosmetic Goods & Male Grooming Items: We are unable to accept a return of all/any sealed cosmetic goods or male grooming where the seal has been broken. This is in reference to items no longer required/unwanted. If your item is damaged/faulty or is incorrect, please contact Scentstore via email at email@example.com within 14 DAYS of receipt of your item/s.
Please ensure any returned items are suitably packaged and proof of postage retained as we cannot be held responsible for loss or damage incurred during transit. As per your consumer rights you have 14 DAYS after the date of delivery to return your unwanted items.
All returns must include a covering note & be sent to: Scentstore, 10-11 Cathedral Lane, Truro, TR1 2QS United Kingdom