Delivery & Returns

Template — to be reviewed by the store owner's solicitor.

Delivery

• Free UK delivery on orders over £75. Below that, delivery costs £4.95. You will see the delivery line on every product page and in your bag, so there is no surprise at the checkout.
• Dispatched within two working days. We pack orders in the net loft on Monday to Friday. You get a dispatch email with a tracking reference.
• Royal Mail Tracked 48. Usually a further two to three working days after dispatch. Royal Mail will email or text you if you give a mobile number or email address at checkout.
• UK only for fragrance. Perfume is a flammable liquid (UN1266), so by law it can only travel by post within the United Kingdom. We cannot send perfume, refills, room sprays, reed diffusers, sets that contain perfume, the Discovery Set or scented hand wash overseas, and the checkout will not offer an international address for them.
• A free 2 ml sample comes with every order. We choose it for you, and it never changes the price of what you ordered.

Returns: the short version

You have 14 days from the day your order arrives to change your mind, for any reason. Tell us, then post the item back unused, with its seal intact, within another 14 days. We refund the item and our standard delivery charge within 14 days of getting it back.

The seal, explained plainly

Every bottle of perfume, every hand wash and the Discovery Set box arrive sealed. The seal is there for hygiene: once it is broken, we cannot sell that bottle to anyone else. UK law (regulation 28 of the Consumer Contracts Regulations 2013) recognises this, and it means an opened perfume or hand wash cannot be returned for a change of mind. It can still be returned if it is faulty.

So, before you break the seal, hold the bottle up and check it is the one you ordered. And if you are choosing a scent you have not smelt, start with the Discovery Set: six perfumes at 2 ml each for £24. The £24 comes back as a single-use code in the parcel, to use against a 50 ml or 100 ml bottle within 90 days.

Candles are not hygiene-sealed. An unused candle in its original box can be returned within the 14 days.

How to return something

• Email hello@example.com with your order number and tell us you want to return the item. You do not need to give a reason. If you prefer, use the cancellation form in our Terms of sale.
• We reply within two working days with the return address and a returns reference.
• Post the item back within 14 days, in its original box, with the seal intact. Please use a tracked service and keep your proof of posting. Return postage is at your cost unless the item is faulty.
• We refund the item and our standard delivery charge to your original payment method within 14 days of receiving it, or of receiving your proof of posting, whichever is earlier.

Faulty or damaged on arrival

If a bottle arrives cracked, leaking or not as described, email hello@example.com with a photograph as soon as you can. We will send a replacement or refund you in full, and we pay the return postage. Your rights under the Consumer Rights Act 2015 are set out in our Terms of sale.

The Discovery Set credit

The £24 comes back as a single-use code in the parcel, to use against a 50 ml or 100 ml bottle within 90 days, for UK delivery. One code per set; it cannot be combined with another discount code.

Questions

Write to hello@example.com or ring +44 (0)1736 000000, Monday to Friday. We answer within two working days.