Delivery & Returns
How long will it take us to make your order?
All our products are made-to-order and we aim to despatch all goods within 3-5 working days from the receipt of your order.
If you require your goods by a certain date/time, please telephone or email us in advance of your order to tell us of any special requirements.
In the unlikely event of your order being delayed for any reason we will do our best to contact you with an expected delivery time & explanation.
How do we deliver your order?
We use RoyalMail, & DPD or similar as our courier provider so that we can track your delivery and ensure that you receive them safely and quickly.
UK Delivery
We aim to dispatch orders within 3-5 working days upon receipt of payment. Of course we do our best to make this sooner where possible.
All orders are delivered by courier – delivering Monday to Friday, between 8am and 6pm. Saturday delivery and Pre 10:30am or Pre midday weekday delivery is available at an extra cost.
International Delivery
We deliver Worldwide. A quotation for delivery for can be provided upon request, the delivery timescale is between 5-7 days. Delivery times can vary from country to country, if you need your goods on a set date please email prior to placing an order to see if this is possible.
Delivery Process
If for any reason you do not receive your order when expected, please contact us via email with details of your invoice number and we can check the tracking and delivery status for you.
Customs
TrueScents or our couriers have no control over local Customs who are a Government Body and can stop any shipment, entering or exiting your country. TrueScents is not responsible for any customs charges or fees.
Faulty, Missing, Incorrect Goods
In the unlikely event you receive faulty, missing or incorrect goods then please contact us via emal – please include as much information as possible, including your order number. No liability will be accepted by TrueScents for any failure or delay in performance which is wholly or partially due to an Act of God, War, Fire, Explosion, Riot, Civil Commotion, Restriction by Government or other competent authority, Strikes, Lock Outs, Failure in supplies or to any cause whatsoever beyond our control. Please notify us as soon as possible of any Faulty or Missing, Incorrect Goods. After 14 calendar days have passed we are unable to investigate or rectify any Missing or Incorrect Goods.
Return Of Goods
In case your order arrives damaged or faulty please let us know. For personalised /made to order goods, the statutory cancellation right does not apply and no refund will be offered unless your product is faulty.
We always want our customers to be 100% happy! If for any reason you are not satisfied with your purchase, please contact us at info@truescents.co.uk.