We deliver using Royal Mail signed for and tracked services.
Covid -19 Global pandemic
With the unprecedented global pandemic there may be delays to deliveries particularly in countries overseas. We will aim to notify you of any specific delays to your order where we can.
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 shipping. 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.
UK Shipping charges
Orders under £35 - Royal Mail Standard (2-3 days) £3.95
Orders over £35 - Royal Mail Standard (2-3 days) FREE
Orders over £100 - Royal Mail Tracked (48hr) FREE
Local delivery - We will safely deliver by hand all orders over £15 to our customers in London W4 only. Customers however can only select this service if their payment is made via ShopPay (Google Pay & Apple Pay are excluded)
Do you deliver overseas?
Yes - all charges subject to country specific; shipping charges, additional taxes, fees or levies, import duty or other fees associated with formal customs entry when the goods arrive in your country, (before your local customs authority will release the goods to you).
Please see below for a guide price, some charges may differ and some countries may be exempt. Based on orders weighing up to 2kg;
Mainland Europe up to £20 for tracked delivery. Over £60 FREE
Worldwide up to £25 for tracked delivery. Over £100 FREE
Please contact email@example.com for country specific charges.
Local delivery - London W4
We will deliver orders locally within the London W4 postcode area, free of charge. We aim to do this within 2-4 business days on a pre arranged delivery slot. Supporting local we will donate 10% of all local delivery sales towards Chiswick House, our beautiful local park which has an income gap due to Covid. Minimum order £15.
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 - Please email for details.
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.