Shipping policy

Shipping Policy

Thank you for visiting and shopping with us. Below are the terms and conditions that constitute our Shipping Policy.

1. Order Processing Time

All orders are processed within 1 to 2 business days (excluding weekends and bank holidays).
Orders placed on weekends or holidays will be processed on the following business day.
Once your order has dispatched, you will receive an email confirmation containing your tracking details.

2. Domestic Shipping Rates & Delivery Estimates

Shipping charges for your order will be calculated and displayed at checkout.

Shipping rates and delivery estimates can be viewed on this page here: Shipping Information

Delivery times are estimates provided by our couriers and are not guaranteed.

3. International Shipping

We offer international shipping to select countries.

Shipping rates for international orders are calculated at checkout based on destination and package weight.
Customs, Duties, and Taxes: We are not responsible for any customs clearance charges, import duties, or taxes applied to your order. All fees imposed during or after shipping are the sole responsibility of the customer.

4. Damaged or Broken Items in Transit

Because our collections include fragile hand-blown glass, stone, and natural wood items, we take extra care in packaging every order securely. However, if your order arrives damaged:

Please contact us within 48 hours of delivery at sales@thescentchest.co.uk
Include your Order Number and clear photos of both the damaged product and the outer packaging.
Once reviewed, we will promptly arrange a replacement or issue a full refund for the damaged item.

5. Incorrect Delivery Address & Undelivered Packages

Please ensure your shipping address is entered correctly at checkout. We cannot be held responsible for orders shipped to an incorrect address provided by the buyer.

If a package is returned to us due to an incorrect address or failed delivery attempts, the customer will be responsible for the cost of re-shipping the order.