Shipping policy

Last updated: 13 August 2026

At Luxury Scent, we want your order to reach you smoothly and on time. This page explains how we dispatch and deliver your order, in the UK and internationally, and what to do if something goes wrong along the way.

Dispatch

We dispatch orders Monday to Friday, excluding UK bank holidays.

Orders placed before 9:00am are aimed for same-working-day dispatch. This is an aim, not a guarantee — dispatch can take approximately 24–48 hours where circumstances require. If we identify a significant delay, we aim to let you know.

Orders placed after the 9:00am cutoff, or over a weekend or bank holiday, are normally processed from the next working day.

UK Delivery

We send UK orders using an appropriate tracked Royal Mail service, including Royal Mail Tracked 24 or Tracked 48, depending on the order and service selected.

• Orders under £50: £2.99
• Orders of £50 or more: free UK delivery

Free UK delivery uses an appropriate tracked Royal Mail service.

UK delivery typically takes approximately 1–3 working days after dispatch. This is an estimate, not a guarantee, and can take longer where events are outside our reasonable control.

We may require a signature or additional delivery verification for higher-value or selected orders.

International Delivery

We ship internationally, subject to destination restrictions, carrier availability, product restrictions and dangerous-goods requirements.

We use DHL, FedEx and Royal Mail for international orders. The carrier and service used for your order depends on the destination, route, product and dangerous-goods suitability, and the approved service available at the time. Alcohol-based EDP (Eau de Parfum) sprays are not shipped internationally using Royal Mail; for these products we use an appropriate DHL or FedEx service instead.

If we need to use an equivalent carrier or service in place of the one originally offered, we won't add an extra delivery charge without agreeing this with you first. Where a substitution materially affects the delivery service you were expecting, we'll contact you. If the replacement service costs less than the delivery service you paid for, we will refund the difference.

International Delivery Estimates

Once dispatched, international orders typically arrive within approximately 1 to 10 working days, depending on the destination and the service used. Some destinations, and some international tracked postal services, can take longer.

These estimates exclude customs clearance, security checks, destination-country handling and other events outside our reasonable control. They are estimates only, not guarantees.

Tracking

Where tracking is available for your delivery service, please use the tracking details in your Dispatch Confirmation to follow your order.

If your item is missing or delayed, we may review the tracking information, review proof of delivery, contact the carrier, and ask you for reasonable assistance or information to help resolve the issue.

Delivered But Not Received

If tracking shows your order as delivered but you cannot find it, please check, as applicable:

• any delivery photograph provided by the courier
• safe places around your property
• with other members of your household
• with neighbours
• with reception, concierge or building staff

If you still can't locate your parcel, please contact us. We may review carrier evidence, raise an enquiry with the carrier, and ask for your reasonable cooperation with any carrier investigation.

Where the investigation supports that the parcel has genuinely been lost, we will arrange an appropriate replacement or refund.

Delivery Damage

If your parcel or its contents arrive damaged, please contact us as soon as reasonably possible and keep the outer packaging, product packaging and any other relevant evidence. Our Return & Refund Policy sets out what happens next.

Wrong Or Incomplete Delivery Address

Please check your delivery address carefully at checkout. If you give us an address that is materially wrong or incomplete and your parcel is returned to us as a result, we'll contact you. If you'd like it resent, you'll ordinarily need to pay the new postage cost.

If you do not want the order resent, any amount due to you will be dealt with once the goods have been returned and checked, in accordance with our Terms & Conditions.

Uncollected Or Unsuccessful Delivery

Where the parcel was sent to the correct address, delivery or collection was properly attempted, the parcel was not collected or accepted, and it is returned to us, we will contact you once the goods are back with us.

If you would like the order resent, you will normally need to pay the new delivery charge. If you do not want the order resent, any applicable refund will be dealt with after the goods are returned and checked, in accordance with our Terms & Conditions.

Customs, Duties And Import Charges

You're responsible for checking any import restrictions that apply in your destination country, and for providing information reasonably requested by customs authorities or carriers.

Where duties are not included

Unless your chosen delivery option specifically states that customs duties or import taxes are included, you may be responsible for paying applicable import charges when your order arrives. We ask that you cooperate with reasonable customs or carrier requirements — refusing to pay legitimate charges, or not cooperating, may delay your delivery or cause the parcel to be returned to us.

If a parcel is returned to us because legitimate import charges or customs requirements were refused, we will contact you once the goods are back with us. If you would like the order resent, you will be responsible for any new delivery charges and any applicable import charges. Any applicable refund will be dealt with after the goods are returned and checked, in accordance with our Terms & Conditions.

Where duties are included

Where the delivery option you selected at checkout specifically states that customs duties or import taxes are included, we arrange the service on that basis. If you're unexpectedly asked to pay an additional charge that should have been covered, please contact us with your invoice, receipt or other reasonable evidence, and we'll investigate with the carrier. If our investigation confirms that the charge should have been covered by the delivery service you selected, we will reimburse or adjust it as appropriate.

Returns

For information about returning an order, please see our Return & Refund Policy.

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