Shipping Policy

Order Processing

At My Scents, many of our products are prepared, packed, or made to order. Whilst we often dispatch orders much sooner, please allow Upto 10 working days for your order to be processed and dispatched.

During busy periods, promotional events, product launches, or seasonal demand, processing times may be extended. We will always aim to dispatch your order as quickly as possible.

Please note that processing time is separate from delivery time.

Shipping Methods

We primarily ship orders using Royal Mail 1st Class services wherever available.

For some destinations, order sizes, or postcode areas, we may use Royal Mail Tracked 48 or an alternative equivalent service where appropriate.

The shipping method used will be selected at our discretion to ensure the most suitable and reliable delivery service for your order.

Delivery Estimates

Following dispatch, estimated delivery times are:

• Royal Mail 1st Class: Usually 1-3 working days
• Royal Mail Tracked 48: Usually 2-5 working days

Please note that these are estimates only and are not guaranteed delivery times.

UK My Scents Ltd cannot be held responsible for delays caused by Royal Mail, adverse weather conditions, industrial action, customs processing, or circumstances beyond our control.

Delivery Address

Customers are responsible for ensuring that all delivery information provided at checkout is accurate and complete.

We cannot accept responsibility for delayed, lost, or misdelivered parcels resulting from incorrect address details supplied at the time of ordering.

Tracking Information

Where a tracked service is used, tracking details will be provided once your order has been dispatched.

Please allow up to 24 hours for tracking information to become active after receiving your dispatch confirmation.

Lost or Delayed Parcels

If your order has not arrived within the expected delivery period, please contact us through the Shopify Inbox chat on our website.

Royal Mail does not consider parcels lost until a specified period has passed. Investigations and claims cannot be initiated until this timeframe has been reached.

We will work with you to resolve any delivery issues as quickly as possible.

Damaged Parcels

If your parcel arrives damaged, please contact us within 24 hours of receipt using the Shopify Inbox chat facility on our website.

Please include:

• Your order number.
• Photographs of the damaged item(s).
• Photographs of the external packaging.
• Photographs of any internal packaging.

Do not dispose of any products or packaging until the matter has been investigated and resolved, as additional evidence may be required.

Refused Deliveries and Uncollected Parcels

If an order is refused at delivery or returned to us because it was not collected from the carrier, a refund may be issued once the parcel has been returned to us.

Any original shipping charges and any return-to-sender costs incurred may be deducted from the refund where permitted by law.

Contact Us

For all shipping enquiries, order updates, or delivery issues, please contact us via the Shopify Inbox chat facility available on our website.