Shipping + Returns

Hello Scent

Shipping + Returns

As all our products are hand made in small batches, please allow up to 7-10 working days for your items to be dispatched. This allows your candles and melts to undergo their imperative curing process, which in turn will allow them to perform correctly. We will however, endeavour to dispatch orders much quicker wherever possible.
 
Shipping
We post all our items via Royal Mail first class service. 
Royal Mail - £4.00 flat rate delivery within 2-4 working days.
Please note that proof of postage is obtained for all items.
 
Should you require your items with a quicker turn around time, we offer an option for Hermes Express which in turn is a quicker production and delivery, at an extra cost. With this option, we do recommend the customer refrain from burning candles for at least 3 days.
 
Damages
We carefully package our items in robust, eco-friendly packaging, to prevent unwanted spillage and damages. Unfortunately, some items can still be damaged during transit, which is out of our control. Should your item arrive damaged, please email us photos hello@helloscent.co.uk and return the items which we will cover the postage costs for. Replacement items will be dispatched within 48 hours. If your original item(s) are out of stock, we will refund the full cost or offer an alternative at the same value.
 
Returns
In the unlikely event that you are unhappy with your order, we kindly ask that the items are returned to us in perfect, unused, condition. A full refund will be processed upon receipt of the returned items. Return costs are not reimbursed by Hello Scent and must be covered by the customer. Hello Scent reserves the right to decline refunds if the items do not meet the expected condition. In these circumstances, the items will be re-returned to you.
 
Lost Items
If your item has been lost in transit, Royal Mail will only deem an item lost after a period of 28 days. If your item has been lost and your delivery information was correct, we will issue a replacement, and kindly ask that if a duplicate order is subsequently received, to return such and you will receive a discount code for your next order.
 
Please Note:
 
If you provided an incorrect address at checkout, we are unable to issue a refund or replacement.
 
Due to dishonest claims, under no circumstances will we refund for lost items.

Additionally, refunds will not be issued for any products that have been damaged due to wear and tear, accidents or misuse.