RETURNS/CANCELATION POLICY
While we are sure you’ll love all of our products as much as we love making them for you, Heaven Scent offer a 28-day cancellation/returns policy if you are not happy with your products. Our returns and cancellation policy is only for goods purchased on this website or via phone to our main office. If you have purchased from one of our stockists, please arrange a return or exchange with them directly.
Please ensure you send your cancellation/return request to us no more than 14 days after you receive your items, you then have 14 days to return your items unused, in their original packaging and in a re-saleable condition in order for us to issue a refund or store credit. Please note if we have already dispatched your order before receiving the cancellation notification, you will need to return your items as per the instructions below.
If you would like to return a product, please call on 01225 868788 or email us at contact@heavenscent.co.uk putting 'Retail Return’ and your Order Number in the subject line. Your message will be responded to during office hours within 48 hours of receipt. We will include instructions on how to return your goods to us. You are responsible for return postage costs, we recommend you use a tracked service that includes insurance - the goods are your responsibility until they are received at our depot and we cannot accept liability for goods lost in transit.
All returns are to be sent to:
RETURNS at Heaven Scent
1 The Old Wharf
Frome Road
Bradford on Avon
Wiltshire
BA15 1LE
If the items are deemed to be in good condition on arrival, we will contact you for your bank details to issue a refund via BACS for the cost of your items. Please allow up to 10 working days for your refund to show in your bank account. Please note, we are closed during the Christmas-New Year period.
Unfortunately, we cannot accept returns on sale items.
Items damaged in transit
While we take the time to ensure that your products reach you in the best condition possible, sometimes accidents can happen in transit. Please check your order on arrival and inform us within 24 hours of delivery of any damages by emailing contact@heavenscent.co.uk. Please put your Order Number in the subject line. We do not need you to return damaged products, but request that you send clear photos of the damaged products in order to process a refund/replacement.
REFUNDS
We will notify you once we have received and inspected your return, and let you know if the refund was approved or not. If approved, we will contact you for your bank account details, and issue a refund by BACS - this can take 3-5 days to show in your bank account.
DELIVERY & SHIPPING
DELIVERY AREAS
Mainland England, Scotland & Wales
- Orders over £50 will be delivered free
- Orders of £49.99 and below will incur a standard flat rate of £8.95*
Scottish Highlands
(Postcodes: AB10-32, AB33-39, AB41-56, FK19-21, IV1-28, IV30-37,IV40, IV52-54 IV63, KW1-14, PA21-35, PA36-40, PH15-26, PH30-32, PH49, PH50
- All orders will incur a standard flat rate of £19.50*
Scottish Offshore
(Postcodes: HS1-9, IV41-51, IV55-56, KA15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1-3)
- All orders will incur a standard flat rate of £22.50*
Rest of UK, Europe, USA & the rest of the world
Please create an account, add items to your basket, BUT DO NOT complete the order, then email us at contact@heavenscent with your full name and address. We will then look up your order and calculate shipping costs and send you an invoice for the full amount which will be payable by bank transfer only. You will also be responsible for all customs and duty charges in accordance with your country’s import rules.
DISPATCH INFORMATION
We aim to despatch your order within 3 working days (using our courier, APC for UK mainland orders) but during busy periods this may be longer. You should receive your order within 7 working days from ordering and deliveries will be scheduled for weekdays (excluding bank holidays) only.
Once your order has been despatched from our warehouse you should receive an email from APC with your unique tracking number.
If there is no-one to receive and sign for your parcel on the first delivery attempt APC will leave a card, and delivery will be attempted the next working day - unless you instruct them otherwise.
APC will try a total of two delivery attempts, if they are unsuccessful your package will be returned to us and you may be asked to pay redelivery charges.
Should your order not arrive after 7 working days of ordering, please email contact@heavenscent.co.uk or call 01225 868788
SPECIAL DELIVERY INSTRUCTIONS
Your order will require a signature upon delivery, however we can instruct our courier to leave your order in your safe place by writing a short (140 character) message in the comments section of the checkout page. EG: ‘Leave with neighbour’, Hide behind bins’, Put in greenhouse’ and so on. Please note, if APC have already attempted delivery and you contact them to arrange redelivery, you won’t be able to alter the delivery instructions. Please contact us on the number above and we can instruct them of any changes.
*Shipping costs are subject to change without warning.