Shipping policy

Delivery Policy (United Kingdom)

1. Legal Framework

This Delivery Policy is governed by the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Nothing in this policy affects your statutory rights.


2. Order Acceptance & Contract Formation

A contract between you and us is formed when we send an order dispatch confirmation email.

We reserve the right to refuse or cancel orders where:

  • Payment cannot be authorised
  • Goods are unavailable
  • Fraud or suspicious activity is suspected
  • There is an error in pricing or product description

If an order is cancelled after payment, a full refund will be issued.


3. Processing Times

Orders are typically processed within 1–2 working days (Monday–Friday, excluding UK public holidays).

Processing times are estimates and may be extended during peak periods.


4. Delivery Options & Timeframes

Delivery times are estimates only and commence from the date of dispatch.

UK Standard Delivery

  • Estimated: 2–4 working days
  • Typically fulfilled via Royal Mail, Evri, or equivalent services

UK Express Delivery

  • Estimated: 1–2 working days
  • Typically fulfilled via DPD or equivalent tracked couriers

UK Next Working Day Delivery

  • Available on eligible orders placed before cut-off time (usually 2:00 PM)
  • Monday–Friday delivery only (excluding bank holidays)

International Delivery

  • Estimated: 5–14 working days
  • Fulfilled via international postal services or couriers such as DHL or equivalent partners
  • Customs processing may cause delays outside our control


5. Delivery Charges

Delivery charges are clearly displayed at checkout before purchase confirmation.

We may offer promotional free delivery thresholds, which will be clearly stated on our website.


6. Risk & Responsibility

Goods remain our responsibility until they are delivered to the address provided.

Risk passes to you once the goods are delivered or signed for at the specified address.

If you instruct the courier to leave the parcel in a safe place, responsibility transfers at the point of delivery confirmation.


7. Delivery Attempts & Missed Deliveries

Couriers will typically attempt delivery 1–3 times.

If delivery fails:

  • A card or notification will be left
  • The parcel may be held at a depot or local collection point
  • Failure to collect may result in return to sender

Additional delivery charges may apply for re-dispatch.


8. Delivery Delays

We are not liable for delays caused by events outside our reasonable control, including:

  • Severe weather
  • Industrial action
  • Courier delays
  • Customs inspections
  • High seasonal demand

We will always work with delivery partners to minimise disruption.


9. Incorrect Address Liability

Customers are responsible for providing accurate delivery information.

We are not liable for:

  • Losses due to incorrect or incomplete addresses
  • Additional costs to re-deliver or redirect parcels

Corrections must be requested immediately after ordering.


10. Damaged, Lost, or Missing Items

You must notify us within 48 hours of receipt for:

  • Damaged goods
  • Missing items
  • Incorrect orders

We may request photographic evidence and will offer replacement or refund in line with your statutory rights.

For lost parcels, investigations will be carried out with the courier before resolution.


11. International Customs & Duties

For international orders:

  • You are responsible for any customs duties, import taxes, or local charges
  • Failure to pay customs fees may result in return of goods at your expense


12. Contact

For delivery/returns enquiries:

Email: support@scenthut.com
Response time: we aim to respond within 1–2 working days