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Shipping & returns
Shipping Information
At ScentDecants Ltd, we strive to ensure that your orders are delivered promptly and securely. The following terms outline our shipping policies:
1. Shipping Methods
1.1. We primarily use Royal Mail for all shipments. Orders under £20 are typically sent via standard first-class postwith proof of posting. Orders exceeding £20 are generally shipped using a tracked service, such as Tracked 24. The choice of shipping method is at our sole discretion.
2. Responsibility for Shipments
2.1. Once items are handed over to our couriers, shipments are subject to their terms and conditions of carriage. We recommend that you familiarise yourself with the policies of Royal Mail or the designated courier.
2.2. In the event of loss or damage during transit, customers must notify us in writing as soon as reasonably possible. Upon receiving such notification, we will make every reasonable effort to inform our couriers of the issue promptly.
3. Loss or Damage Claims
3.1. Our couriers will conduct an investigation into any claim for loss or damage, which may take up to 14 days.
3.2. If the courier validates the claim and issues compensation, we will either replace your order or refund its full value. This process will only be completed once compensation is received from the courier.
3.3. If the courier’s investigation determines that the item was delivered correctly or that the claim is otherwise invalid, their decision is considered final and binding, and no compensation will be due.
4. Safe Place Delivery
4.1. If you authorise our couriers to leave your items in a safe place without requiring a signature, you acknowledge and accept all associated risks. These risks include, but are not limited to, loss, theft, weather damage, or interference by third parties.
4.2. By opting for safe place delivery, you agree to indemnify and hold ScentDecants Ltd, its agents, employees, and couriers harmless against any claims, liabilities, or damages arising from such delivery arrangements. This indemnity remains in effect regardless of any efforts by us or the courier to mitigate potential loss or damage.
5. Additional Notes
- We recommend customers ensure that the delivery address provided is accurate and secure.
- For any queries regarding shipping or to report a problem, please contact us at [email protected].
We aim to provide reliable and efficient delivery services, and we appreciate your understanding of these policies to ensure a smooth process for all parties.