Delivery

Production and Dispatch

Every fragrance sample is carefully prepared to order and checked before dispatch.

Please allow up to three working days for us to prepare and dispatch your order, starting from the next working day after your order is placed. Working days are Monday to Friday, excluding UK bank holidays.

Once your order has been dispatched, we will send your Royal Mail tracking number by email.

UK Delivery Details

Postage Rates

• Orders under £20.00: Royal Mail Tracked 48 (£3.20)
• Orders of £20.00 or more: Royal Mail Tracked 48 (Free)

Royal Mail aims to deliver Tracked 48 parcels within two to three working days after dispatch. Combined with our preparation time, please allow up to six working days after placing your order.

Delivery times are estimates and are not guaranteed. Royal Mail may deliver on Saturdays, but weekends and bank holidays are not included when we calculate our estimated preparation and delivery times.

You can follow your parcel using the tracking number provided at Royal Mail Track and Trace.

Special Delivery

Royal Mail Special Delivery may be available as an optional service at checkout during selected periods. Its availability and price will be shown before you place your order.

Special Delivery provides delivery on the next working day after dispatch. It does not mean next-working-day delivery after placing your order.

Where possible, Special Delivery orders are given priority during preparation and may be dispatched sooner than standard orders. However, preparation times can vary, particularly during busy or seasonal periods, so our standard preparation time of up to three working days still applies.

Delivery on Saturdays, Sundays and bank holidays is not included unless a specific weekend delivery service is displayed and purchased at checkout.

Safe Places, Neighbours and Shared Addresses

Royal Mail may leave an eligible parcel in a nominated safe place, with a neighbour or at a local collection point. At student accommodation, shared buildings and business addresses, a parcel may be accepted by a concierge, reception desk, mailroom, colleague or another authorised person.

If delivery cannot be completed, Royal Mail will normally provide instructions for arranging redelivery or collection. Once delivery has been attempted, it is the customer’s responsibility to follow the tracking information and arrange collection or redelivery where required.

If your tracking shows that the parcel has been delivered but you cannot locate it, please first check:

• any nominated safe place;
• other members of your household;
• neighbours;
• reception, concierge or mailroom staff; and
• any delivery photograph or location information shown by Royal Mail.

If you still cannot locate the parcel, contact us promptly. We will review the tracking information, delivery photograph and available location information and raise an enquiry with Royal Mail where appropriate. We may ask for additional information reasonably required to investigate the delivery.

In some cases, we may ask you to provide a current photograph showing the property entrance and visible house number. This allows us to compare the property with Royal Mail’s delivery photograph and location information. Any image provided will be used only to investigate the delivery and will be securely deleted once the case has been resolved.

Incorrect, Incomplete or Inaccessible Addresses

Please check the delivery address shown in your order confirmation as soon as you receive it. If anything is incorrect, contact us immediately. We can only amend an address before the order has been dispatched.

We cannot accept responsibility for delays or failed deliveries caused by an incorrect, incomplete or inaccessible address supplied with the order.

If a parcel is returned to us because of an address error, refusal, failed collection or unsuccessful delivery, you may choose either:

• to have the parcel sent again after paying the new postage cost and any direct Royal Mail return charge; or
• to receive a refund for the returned products, minus the original shipping cost, any direct Royal Mail return charge and a 15% restocking fee.

The restocking fee helps cover the inspection, handling and quality-control work required when made-to-order samples are returned to us.

Delayed or Lost Orders

If your Tracked 48 order has not arrived by the end of the third working day after dispatch, please check the tracking information and contact us if you need assistance.

A delayed parcel is not necessarily lost. Royal Mail generally requires seven working days to have passed after the expected delivery date before an eligible Tracked 48 loss claim can be submitted.

You may contact us before that point and we will check the available tracking information. If the parcel remains undelivered once Royal Mail’s waiting period has passed, we will raise an investigation with Royal Mail.

We may need to await the outcome of Royal Mail’s investigation before issuing a replacement or refund. We will keep you informed while the investigation is ongoing. If Royal Mail confirms that the order has been lost, we will send a replacement where stock allows or provide a refund.

We may ask you to confirm non-receipt and cooperate with reasonable questions from us or Royal Mail while the delivery is investigated.

International Delivery

Perfume and aftershave contain alcohol and are classified as restricted goods for transport. International carriers impose additional requirements on these products, particularly when air transport is involved.

We are therefore currently unable to offer delivery outside the United Kingdom.