At Scentfish, we aim to make every step of your experience as smooth and transparent as possible. Below are our policies for shipping and returns, designed with sustainability, security, and customer care in mind.
UK Shipping
- All orders are shipped via Royal Mail (Tracked 48 or Tracked 24 options available at checkout).
- Standard tracked delivery: £4.50 (aims for 2–3 working days).
- Express tracked next-day: £7.50 (order before 2pm for next-day delivery, Monday–Friday).
- Free shipping on orders over £75.
- We ship from our London studio Monday–Friday. Orders placed after 2pm or on weekends/bank holidays ship the next working day.
International Shipping
- We currently ship to select countries in the EU, USA, Canada, Australia, and New Zealand (check availability at checkout).
- Shipping rates vary by destination and are calculated at checkout (typically £12–£25).
- Delivery times: 5–14 working days depending on location and customs.
- Import duties, taxes, and customs fees (if applicable) are the responsibility of the recipient. We recommend checking your local customs rules before ordering.
Packaging & Sustainability
- We use recycled, recyclable, or biodegradable materials wherever possible: recycled cardboard boxes, paper tape, and minimal plastic.
- Bottles are individually wrapped in bubble wrap or recycled tissue to prevent breakage during transit.
- We include a small thank-you card and care instructions with every order.
Order Tracking
You’ll receive a tracking number via email once your order ships. Track directly on the Royal Mail website or app.
Important Notes
- We are not responsible for delays caused by Royal Mail, customs, or incorrect delivery addresses.
- If your order is marked “delivered” but not received, contact us within 7 days—we’ll assist with claims.
Return Window
- You have 14 days from the date of delivery to request a return (cooling-off period under UK Consumer Contracts Regulations).
- Items must be unused, in the same condition as received (still empty and as-is), with all original packaging and the etched marking intact.
Eligible Returns
- Damaged on arrival (e.g., cracked or broken in transit).
- Incorrect item sent.
- Not as described (rare, but we’ll make it right).
Non-Returnable Items
- Bottles that have been used, refilled, altered, or damaged after delivery.
- Change-of-mind returns on final-sale/limited-drop items (clearly marked as such).
- Hygiene-sensitive items (none apply here, but noted for completeness).
Return Process
1. Email returns@scentfish.co.uk within 14 days with your order number, photos of the issue (if damaged), and reason for return.
2. We’ll reply with a prepaid returns label (UK only) or instructions.
3. Pack the bottle securely in its original packaging (or equivalent) and ship back within 7 days of approval.
4. Once received and inspected (usually within 5 working days), we’ll process your refund to the original payment method.
Refunds
- Full refund for damaged/incorrect items (including original shipping cost).
- Refunds for change-of-mind (if eligible) exclude original shipping fees.
- Refunds typically appear in your account within 5–10 working days (depending on your bank/card issuer).
Lost or Delayed Orders
- If an order hasn’t arrived within the estimated time, contact us and we’ll track it and, if necessary, file a claim with Royal Mail and issue a replacement or refund.
Questions?
We’re here to help. Email hello@scentfish.co.uk or use our contact form. We aim to respond within 24–48 hours.
Thank you for choosing Scentfish, your purchase supports rescued luxury, responsible reuse, and Beauty Banks.