FREE UK SHIPPING OVER £80 - Not Currently Shipping To EU (please see Brexit/Covid Statement)

SHIPPING & RETURNS STATEMENT

The Scent Coven produces handmade products to order with some of our items being of limited inventory. The shipping estimates given at the checkout do not include production times. This means some items can take up to 2 weeks to ship depending on the nature and size of your order. If you require your delivery sooner or for a special occasion (i.e bespoke items) please get in touch via the contact page to discuss shipping times. 

SHIPPING
All orders are sent by UPS Standard delivery, a tracked service with a 1 business day turn around for most zones. All products are shipped after 48 hours cure time, in suitable packaging and marked as fragile.

UK orders over £80 are eligible for FREE SHIPPING at checkout.

All International Shipping options provide either a UPS standard shipping (1 business day) OR Royal Mail Economy International Shipping, depending which zone you are in. UPS is always a tracked service, Royal Mail is not.
The maximum weight allowed for International Shipping is 4kg for UPS and 2kg for Royal Mail. This will be calculated at checkout and you will be unable to purchase shipping above this weight restriction.

International Economy Shipping via Royal Mail - Please be aware when choosing this shipping option that there is no tracking service and can take varied amounts of time to arrive, generally:
  • Western Europe is up to 2 weeks
  • Eastern Europe in up to 5 weeks
  • North America in up to 6 weeks
  • South America, Africa and Asia in up to 8 weeks
  • Australia in up to 12 weeks

International Standard Shipping via Royal Mail - Please be aware when choosing this shipping option that there is no tracking service and can take varied amounts of time to arrive, generally:

  • Europe delivery aim: 3-5 working days
  • Worldwide delivery aim: 6-7 working days

PLEASE NOTE: The customer is liable for customs charges and duties, we are unable to estimate how much this will be as the decision is made by the customs authority. 

 

UNDELIVERED POST & RETURN TO SENDER

UPS will make numerous attempts to deliver your parcel and in some cases, leave a calling card for a local UPS collection point. Items will be held for the period stated, if you do not collect the item(s) in this time then they will be returned to sender. Postage charge will then be payable in order for us to resend the items to you, we will not refund on the basis of non-collection so please make every effort to ensure you collect within the time frame given by UPS. This is out of our control and sits within the delivery company policy. 
 
RETURNS, REFUNDS & REPLACEMENTS

We hope that you love your order and enjoy your purchase as much as we did in making them, each item is crafted by hand. This means that each piece will have their own characterisations, shades and differences in appearance. Frosting is a natural occurrence when working with soy wax and may be present in some of our creations. For this reason we operate on a no returns basis, however, if there are any problems with an item you receive (i.e. postal damage on arrival) please send us an email at info@thescentcoven.com, with a photograph of the condition as it arrived. 
If it is prior agreed and you do need to return an item, then the customer will be liable for the return postage (unless otherwise stated).
In circumstances where you are unhappy with a purchase or would prefer a refund rather than a replacement due to postal damage, we require a photo of the product in the condition it arrived in, including the outer box/packaging, please send as much information as possible to info@thescentcoven.com where we aim to respond to enquiries within 1 business day.
Where there has been mishandling of post, damaged post through no fault of the customers own, then we will always look to remake and replace the item(s), with no further charges (including postage) to the customer, where possible and at our discretion. In situations where, maybe a fragrance isn't to your liking or you are concerned regarding the strength of a scent, we will be unable to refund, accept returns once opened or replace these items free of charge. Fragrance is an incredibly personal experience, not every scent suits everyone's taste, if you are unsure about committing to a larger, more expensive purchase, please consider a sample scent pot first in order to ensure it is in line with your expectations. (Sample scent pots are arriving in store very soon!)
Please always contact us first to discuss any issues you may have experienced, we are always here to help.


NOTE: please see our FAQ and Candle Safety Statement for further details on how to best burn and care for your wax.

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