DELIVERY & RETURNS POLICY
We offer delivery on all our items to the UK. We aim to dispatch all items within 48 hours, therefore your purchase will be delivered to your shipping address within 2-5 working days on UK DELIVERY. Shall you want your product delivered earlier than 48 hours, please get in touch with our customer support team to assess you on the shipping rates for fast delivery within the UK. We take care of every single packaging with caution and make sure all handling instructions are followed step by step, so you can get your purchase on time and in excellent conditions.
We will always do our best to ensure that you receive the right product ordered. Sometimes, however, mistakes do happen and we are keen to resolve them for you as quickly as possible. Please contact us to arrange a return, refund or replacement, or email us at hello@ScentsGarden.com. Please, state or include the following information: name, email address, order number and reason for return. Then let us know whether you would like a refund, an exchange or a replacement. Refund, exchange or replacement are processes when we receive the product back. We strongly advise that you obtain a proof of postage receipt when sending your item back to us. Please ensure that all items being returned are complete, unopened and resaleable with original packaging, and are securely sent. We offer a full refund and exchange on packaged, sealed items that are received in a resaleable condition within 14 working days of purchase. Exceptions are oil custom filled bottles in clear or crystal bottles. Please send items by Royal Mail, either 1st or 2nd class, retaining proof of postage, to:
9 Cumberland Terrace Mews
London NW1 4HR
When returning goods to customer services or in store, refunds will be paid onto the same method of payment used on the original order or an alternative method will be suggested from us. The refund value will be for the price paid when the order was placed. Refunds will only be processed once the item is received back.
RETURNING PRODUCTS IN STORE AND PROOF OF PURCHASE
All online customers will receive a proof of purchase email when their order has been dispatched. Please use this if you wish to return an item to one of our stores. Stores are unable to process returns without proof of purchase.
TERMS AND CONDITIONS
Our Money Back Guarantee is essentially a simple guarantee that, if you are not satisfied with our product, a refund will be made. We are proud and confident about the quality of our products, therefore we offer you this guarantee for a piece of mind.
Note: This guarantee does not cover Fragrance oils. Product should be unused and unpacked and return fees are covered by the buyer. We recommend you order a sample together with your product, so you can double check the fragrances.
We regret to inform you that we are suspending our shipping service to all EU countries.
Unfortunately, since Brexit we (and all UK based bussinesses) have been experiencing discriminative behaviour from all EU custom and postal services. Despite complying to all rules and regulations and filling out all requested forms, most of our parcels are being refused for no reason at all. We hope that we can resume our shipping service to you in the very near future.