SHIPPING & RETURNS
UK Postal strikes
Please note due to current Royal Mail strikes your order may be delayed. Please allow for up to 5 working business days. This cannot be guaranteed.
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.
If I don't receive my order?
All of our orders are shipped using signed for services. In the rare occasion that an order goes missing, we will follow up with Royal Mail and ask the recipient to check their order has not been left in a communal area, with a neighbour etc. We ask customers to wait a full week before we will consider replacing or refunding your 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 £30 - Royal Mail Standard (2-3 days) £3.95
Orders over £30 - Royal Mail Standard (2-3 days) FREE
Local delivery - We will safely deliver by hand orders 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 and current COVID-19 restrictions; 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 £15 for tracked delivery or FREE if you spend £60 or over
Worldwide up to £25 for tracked delivery or FREE if you spend £100 or over
Please contact firstname.lastname@example.org for country specific charges.
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 email@example.com quoting your order number and the reason for the return before sending anything back to us and we will happily assist you.
60 Duke Road, London W42DE
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 firstname.lastname@example.org as soon as possible so we can make you smile again.
Please refer to our burning tips on optimising your candles burning quality.