Shipping policy

All orders are shipped via Royal Mail using your selected service, and the estimated delivery times provided by Royal Mail apply once your order has been dispatched by us. Our dispatch process usually takes up to 2 working day's, but during peak periods or holidays, it may occasionally be longer.

For 1st Class fully tracked service, you can typically expect delivery within 2 working days from the dispatch date. If you opt for the 2nd Class fully tracked service, your order will typically be delivered within 3 working days from the day it is dispatched.

Kindly note that the delivery timeframes presented by Royal Mail are purely estimations. There may be occasional delays within their systems, and regrettably, we are unable to provide compensation in such circumstances.

Please take note that we reserve the right to change courier companies without prior notice to customers if the situation requires such a change.

To prevent any delivery issues, we prioritise using packaging that fits in your letterbox whenever feasible. However, if you have pets at home, please note that we cannot be held responsible if your parcel interacts with them.

When placing an order with us, you acknowledge and accept the use of a fully tracked delivery service. We bear no responsibility for your parcel if it is left unattended at your property in your absence. Upon receiving your dispatch email, you will find your Royal Mail tracking information included. This allows you to monitor your order's journey from dispatch to delivery. If you anticipate not being available to receive your parcel on the expected delivery date, please arrange an alternative solution through the Royal Mail app or website.

Should your order take longer than Royal Mails estimated timeframes to arrive we kindly ask you to wait for a period of 7 working days from the estimated delivery date of your order before contacting us.

In the event that your order does not reach you within this timeframe, we recommend verifying your tracking number and contacting us promptly at support@scentsatno3.co.uk. Please include your order number in your email.

We will then proceed to log your order as 'missing' with Royal Mail & open an investigation with them.

Your satisfaction is important to us, and we appreciate your patience as we work to ensure the timely delivery of your order. Rest assured, we will make every effort to resolve any delivery issues you encounter.

Once an order has been placed, it is not possible to cancel or amend the order. To ensure quick delivery, the order is processed once you have placed it. You can return the order within 14 days after receipt.

To ensure a smooth delivery experience, please keep your delivery information up to date, as all orders are dispatched using Royal Mail's fully tracked service.

In case you miss a delivery or encounter any issues, start by reviewing the provided tracking information. Royal Mail's delivery photos and GPS locator record the exact delivery location.

If you can't locate your delivered order after checking the tracking details, consider that a family member or neighbour may have accepted the parcel on your behalf. We recommend reaching out to them before taking further action.

If, despite your efforts, you still cannot locate your order, remember that you have a 14-day window from your scheduled delivery date to report it as missing or stolen. Please reach out to us via email and include your order reference number to initiate this process.

Our dedicated team will assist you in starting an investigation, which initially involves emailing you a Royal Mail declaration form to complete & submit direct to Royal Mail, please ensure to include our email address Support@scentsatno3.co.uk so that we receive an automatic notification from Royal Mail upon the submission of your form. This will enable us to promptly fulfil our role in their investigation process. Please be aware that Royal will not process any claims unless both parties complete and submit their respective forms.

After submitting all forms to Royal Mail, a comprehensive investigation will be initiated. Once Royal Mail concludes the investigation, they will inform us of the outcome, we will then share this information with you. Please be aware that this process may take on average 30 days. Kindly refrain from reaching out to us for updates during this period, as Royal Mail does not provide us with progress reports, and consequently, we won't be able to provide additional information. Please note no refunds or replacements will be processed until Royal Mails investigations are complete, if items are out of stock from your original order a refund will be issued.

Upon dispatch, you may choose to have your order delivered to a secure location of your preference through Royal Mail. Please be aware that this option carries inherent risks, and we cannot assume responsibility for any missing or stolen items. Consequently, we are unable to offer replacements or refunds in such cases.

We cannot assume responsibility for any address errors made during the order placement process. We strongly recommend reviewing your confirmation email, which will be sent to you once your order is placed. Ensure you also check your spam/junk folders before reaching out to us, as emails may occasionally be filtered there. If any errors are identified contact us immediately so we can make the necessary corrections.

Regarding orders with incorrect address details, we offer two options: the customer can request a resent delivery at their expense, or we can issue a refund for the ordered products minus the initial postage fee. In cases of free delivery, an additional charge of £3.95/£4.95 will be applied.

Additionally if your order is returned to us due to an address error entered at the time the order was placed, a fee of £3.50 will be charged or deducted from your refund once the parcel has been received back by us. This is because when an incorrect or incomplete address is provided, Royal Mail is unable to successfully deliver the parcel. After unsuccessful delivery attempts, the item is automatically returned to us as the sender. Royal Mail applies a return postage charge for this service, which covers the cost of transporting the parcel back to our premises and processing it through their network again. as this charge is applied directly to us by Royal Mail due to the address details supplied at checkout, we are required to deduct this amount from the refund to cover the return costs incurred.To help avoid any additional charges or delays, we kindly ask customers to carefully check all address details before completing their order. If you are ever unsure, please feel free to contact us prior to dispatch and we will be happy to assist.

Royal Mail typically will make two attempts to deliver your parcel. If both delivery attempts are unsuccessful, they will keep the parcel at their local depot for 18 days. During this time, it is your responsibility to arrange either a collection from the depot or a redelivery. If you do not take action within the 18-day holding period, the parcel will be returned to us. In this case, you are responsible for contacting us at support@scentsatno3.co.uk to arrange payment for Royal Mail’s additional shipping costs before we can resend your parcel. Please note that we will not be able to resend your parcel until these costs have been covered.

For any parcels that are returned to us due to non-collection from the depot following failed delivery attempts, a fee of £3.50 will be charged or deducted from your refund once the item has been received back at our premises.

This deduction is necessary because Royal Mail applies a return charge when a parcel is sent back to the sender after being held at the depot and not collected within their specified timeframe. This charge covers the cost of returning the parcel to us. As this is a fee we are directly invoiced for, we are required to pass this cost on to the customer.

We always recommend arranging collection as soon as possible after a missed delivery notification to avoid the parcel being returned and any associated return fees.

In the event that your order remains undelivered due to packaging or label damage during transit with Royal Mail, the order will be returned to us. We can only address issues related to non-delivery once we have received the order back. No replacements or refunds will be considered until we have confirmed receipt of your order.

If Royal Mail's attempted delivery fails and no delivery card is left, our standard procedures and charges will still apply. It remains the customer's responsibility to monitor their order's tracking status until it is successfully received.

Please be aware that if you encounter any other reasons for a failed delivery not covered above, we will follow our standard return and refund policies. It is essential to communicate any delivery issues promptly, and we will work to resolve them once the returned order is in our possession.

While we understand the importance of customer satisfaction, as a small business, we regret to inform you that we are unable to provide free returns. However, we are committed to addressing any issues with faulty or damaged products promptly.

In the unfortunate event that you receive a product that is faulty or damaged, please don't hesitate to contact us immediately. Include a clear picture of the damaged items in your message, and we will initiate the return process.

For a successful return, it's crucial to adhere to our guidelines. Please ensure that the items are returned in their original packaging. Failure to do so or inadequate packaging that leads to breakages will result in a refund not being issued.

Please be aware that if, upon inspection, the returned item is found to be in proper working condition, and the reported issue is due to misuse, the product will be returned to you at your expense, and no refund will be provided.

To ease the return process, we offer reimbursement of postage costs for faulty or damaged products, up to a maximum of £3.95. Please retain proof of postage. For added security, we recommend using Royal Mail with a tracking number, as we cannot assume responsibility for lost packages during transit to our return address:

Return Address: Scents@No3, Unit 8 Burnden Works, Burnden Road, Bolton, BL3 2RB.