Although we are committed to ensuring the products you purchase from us are picked and packed with the utmost care, there may be times when there is a need for a refund or a replacement.
The following information explains our returns and replacement policy, however, if you need any further advice please send your question in an email to sales@scentedtouchshop.com
Returns and Replacement Policy
An item(s) has arrived damaged
In the unfortunate event that an item has arrived damaged, you must contact us within four weeks from the dispatch date via our email: sales@scentedtouchshop.com
Please include a photograph of the damaged/incorrect item(s) for our reference. Once your request has been logged we will contact you to let you know the next steps. Please do not return any item(s) to us until we have provided you with instructions. We will send out a replacement and cover the delivery cost or provide a refund.
An incorrect item has been received
In the unfortunate event that an incorrect item has been received, you must contact us within four weeks from the dispatch date via our email: sales@scentedtouchshop.com
Please include a photograph of the damaged/incorrect item(s) for our reference. Once your request has been logged we will contact you to let you know the next steps. Please do not return any item(s) to us until we have provided you with instructions.
The customer has not received their order
If your customer has not received their order please contact our Customer Care Department via our email sales@scentedtouchshop.com
You do not need to place another order. Once your claim has been confirmed a replacement order will be sent within 3 working days. We will cover the delivery cost. Delivery of the replacement order will depend on location and will follow our standard delivery times.
Please allow the following maximum time scales before reporting a missing order:
| Location | Standard Delivery | Tracked Delivery |
|---|---|---|
| UK Mainland | 10 Working Days | 3 Working Days |
| Highlands & Islands | 12 Working Days | 5 Working Days |
The customer has changed their mind
If your customer changes their mind on the product, please notify our Customer Care Department via email sales@scentedtouchshop.com within four weeks from the dispatch date of the order.
The item(s) will need to be returned to us in their original condition, with the order number and customer name clearly marked on the outer packaging. Once we have received the returned item(s), the value of the item(s) will be credited to you. Please note that the cost of carriage (in either direction) will not be refunded in this case.
Need advice?
If you would like any further advice please send an email to sales@scentedtouchshop.com and we’ll be happy to help.