JANUARY 2020, PLEASE NOTE: Royal Mail are operating with delays to deliveries. They are not currently able to guarantee any delivery will reach its destination between 3-5 as usual. Please be patient and rest assured we will get your order to you as quickly as possible.
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 £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
We have currently suspended 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 £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 and collection - London W4 (currently suspended)
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.
Click & Collect: We are offering a short term click and collection option. Orders can be collected from Postmark on Turnham Green Terrace, London W4. We will contact you once an order is placed to advise you of pick up times (usually within 48 hours).
Can I return my purchase if I am not happy?
Please see our refunds and returns policy page here.