Covid -19 Global pandemic
With the unprecedented global pandemic we are currently unable to deliver to mainland Europe or overseas. UK delivery is restricted to standard delivery which is taking longer than normal (3-7 business days) and to protect its staff, Royal Mail are no longer accepting signatures for items, recipients name will be captured instead.
Please note that due to the current restrictions Royal Mail shipping options are taking up to 5 working days to reach their destination.
Lost in Scent follow all strict hygiene rules when handling products and packaging ensuring safety for all.
When will I receive my order and how much are shipping costs?
You will receive a confirmation email upon placing an order and an email once your order has been shipped, along with tracking details. We will retain proof of postage. We aim to dispatch orders within 2 business days (please note delivery times below) of purchase.
Who is your delivery carrier?
Delivery is via Royal Mail signed for services. When applicable we will let you know if any exceptional circumstances may affect your delivery time. Lost in Scent cannot accept responsibility for unforeseeable circumstances EG adverse weather, strikes. Our signed for services delivery schedule is not guaranteed by Royal Mail, guaranteed next day delivery charges are listed below and are by weight.
UK Shipping charges
Orders under £20 - Royal Mail Standard (2-3 days) £3.95
Orders under £20 - Royal Mail Express (24 hr, next working day currently not guaranteed ) order by 11am £4.95
Orders over £20 - Royal Mail Standard (2-3 days) FREE
Orders over £20 - Royal Mail Express (24 hr, next working day currently not guaranteed ) order by 11am £3.95
Orders weighing up to 500g (1 or 2 candles) - £8.00
Orders weighing between 500g and 2kg (3,4 or 5 candles) - £12.00
Do you deliver overseas?
In current circumstances we do not deliver out with the UK. We will notify our customers of any changes.
Can I return my purchase if I am not happy?
We offer a 14-day returns policy for unused items in resealable condition
We hope you will be delighted with your order, however we accept returns within 14 days provided the candle has been unused and is in resellable condition. In these circumstances we offer an exchange or a full refund (less any offer codes used and the original delivery cost).
You the customer will need to pay for the cost of return postage, as we cannot be held responsible for items lost or damaged in transit. Proof of postage is advised.
This does not affect your usual consumer rights, including your right to claim a refund, replacement, or compensation where the goods are faulty or misdescribed.
How can I get an exchange or refund for my purchase?
Please email firstname.lastname@example.org quoting your order number and the reason for the return before sending anything back to us and we will happily assist you.
Returns Address - Lost in Scent Ltd, 60 Duke Road, London, W4 2DE
How long will it take to process my refund?
Once your candle has arrived back safely with us we will process your refund, excluding the original delivery cost within 14 days.
What if my item is faulty?
Every order is carefully checked and packed but if you do receive an item that is faulty or has been damaged in transit please email us at email@example.com as soon as possible so we can make you smile again.
Please refer to your burning tips card on optimising your candles burning quality.