While we are sure you’ll love all of our products as much as we love making them for you, Heaven Scent are happy to offer a 28-day cancellation/returns policy if you are not happy with your products. 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 and in their original packaging 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 email us at putting 'Retail Return’ and your Order Number in the subject line. Your message will be responded to during office hours within 24 hours of receipt. We will include instructions of 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. If the items are deemed to be in good condition on arrival we will refund the cost of your items along with postage costs.

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 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.


We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.


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.

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 or call 01225 868788

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.