Delivery & Returns Information | EcoScent
Find information about EcoScent delivery, shipping and returns, including guidance on receiving or returning your fragrance and scenting products.
Complimentary Shipping
Complimentary shipping may be available on selected online orders for a limited time, subject to the minimum spend and any other conditions stated in the applicable offer.
Complimentary shipping applies to eligible UK deliveries only and will be applied automatically at checkout when the qualifying conditions are met. All orders remain subject to product and stock availability, and the offer is available only while the relevant promotion is active.
Please allow up to four working days for delivery. Delivery times are estimates unless we expressly confirm otherwise.
EcoScent may amend or withdraw a complimentary shipping promotion at any time. However, this will not affect an order already accepted by EcoScent where complimentary shipping formed part of that order.
A “Working Day” means Monday to Friday, excluding public and bank holidays in England.
For full delivery terms, including delays, failed deliveries and business deliveries, please refer to our Terms & Conditions.
Dispatch & Delivery Times
Estimated dispatch and delivery times depend on the products ordered, stock availability and the delivery service selected. Any delivery timeframe provided at checkout or in your order confirmation is an estimate unless we expressly confirm a guaranteed delivery date.
Some orders may require additional time. This includes bespoke, custom and private label orders, where lead times depend on the individual project, specification, customer approvals and production requirements. Additional time may also be required for orders involving specially sourced ingredients, components or materials.
Where an order contains products with different availability or lead times, we may offer to dispatch the available items separately.
If you require your order by a specific date, please contact us before placing your order so we can confirm whether your required timeframe can be accommodated.
If we become aware of a material delay affecting your order, we will contact you with an update and, where possible, provide a revised estimated dispatch or delivery timeframe.
For full terms relating to delivery, including consumer and business customer rights, please refer to our Terms & Conditions.
How Your Order Is Delivered
We use established courier partners to deliver orders throughout the UK and to a range of international destinations.
The courier used may vary depending on the size, weight, destination and specific requirements of your order.
Where tracking is available, you will receive tracking information once your order has been dispatched. This will allow you to follow the progress of your delivery directly with the courier.
UK Delivery
Available delivery options, estimated delivery times and applicable charges will be shown at checkout based on your order and delivery address.
Express services, including Next Day and timed delivery options where available, are subject to the applicable order cut-off time shown at checkout. Orders placed after the relevant cut-off will be processed on the next available working day.
Delivery timeframes are estimates unless a delivery service is expressly stated as guaranteed. The availability of express and timed services may depend on the delivery address, the products ordered and the time at which the order is placed.
If you require delivery by a specific date or time and an appropriate service is not available at checkout, please contact us before placing your order so we can confirm whether your requirements can be accommodated.
Once your order has been dispatched, tracking information will be provided where available.
International Delivery
We deliver to a range of international destinations. Available delivery options, estimated delivery times and charges will be shown at checkout based on your order and delivery address.
International deliveries may be subject to customs clearance, import duties, taxes and other charges imposed by the destination country.
Where your order is shown at checkout as including duties and taxes, these charges will be covered by EcoScent and you should not be required to pay additional import duties or taxes when your order is delivered.
International delivery times are estimates and may be affected by customs clearance or other requirements in the destination country. These processes are outside EcoScent’s direct control.
Some products may also be subject to destination-specific shipping or regulatory restrictions. If we are unable to supply an order to a particular destination, we will contact you as soon as reasonably possible.
If you require delivery by a specific date, please contact us before placing your order so we can confirm whether your required timeframe can be accommodated.
Delivery Process
Once your order has been dispatched, tracking information will be provided where available.
If your order has not arrived within the expected delivery timeframe, please contact us at ecoscent@ecoscent.co.uk and provide your order number. We will check the tracking and delivery status and provide you with an update.
If the tracking information shows that your order has been delivered but you have not received it, please contact us as soon as possible so we can investigate the delivery with the courier.
Customs Clearance
International orders may be subject to customs clearance in the destination country.
We will provide the required shipping documentation and work with our courier partners to support the clearance process. However, customs procedures are outside EcoScent’s direct control and may occasionally cause delivery delays.
If we become aware of a customs issue affecting your order, we will work with the courier and provide you with an update where possible.
Faulty, Missing or Incorrect Goods
If your order arrives damaged, faulty or incomplete, or contains an incorrect item, please contact us at ecoscent@ecoscent.co.uk as soon as possible.
Please provide your order number, details of the issue and, where relevant, photographs of the goods and packaging. This information will help us investigate and resolve the issue as quickly as possible.
Please inspect your order promptly after delivery and notify us of any visible damage, shortages or incorrect items as soon as reasonably possible. Business customers are subject to the specific inspection and notification periods set out in our Terms & Conditions.
Nothing in this section affects a consumer’s statutory rights in relation to faulty, damaged, incorrectly supplied or misdescribed goods.
Returns & Refunds
Consumer Returns
If you are a consumer purchasing online, you may have a legal right to cancel your order within 14 days of receiving the goods, subject to the exceptions set out in our Terms & Conditions.
If you exercise your right to cancel, you must return the goods to us without undue delay and no later than 14 days after notifying us of your cancellation.
You are responsible for the direct cost of returning the goods unless we agree otherwise or applicable law requires us to bear that cost.
You may inspect the goods as you would reasonably be permitted to do in a shop. We may make a deduction from your refund where the value of the goods has been reduced as a result of handling beyond what is reasonably necessary to establish their nature, characteristics and functioning.
Where applicable, we will refund the price paid for the goods together with the cost of our standard delivery option. Any additional amount paid for an enhanced, express or other non-standard delivery service will not be refunded unless required by law.
Refunds will be made to the original payment method within the applicable statutory timeframe. Where permitted by law, we may withhold the refund until we have received the returned goods or you provide evidence that they have been sent back, whichever occurs first.
Fragrance Oils
Different return rules may apply to fragrance oils once they have been opened or unsealed.
Where a fragrance oil falls within a statutory exception for sealed goods that are not suitable for return for health protection or hygiene reasons, the consumer’s cancellation right will cease once the product has been unsealed.
Where that statutory exception does not apply, your normal consumer cancellation rights remain subject to the provisions of our Terms & Conditions, including any permitted deduction for diminished value resulting from handling.
This does not affect your rights where a fragrance oil is faulty, damaged, incorrectly supplied or misdescribed.
Bespoke, Custom and Private Label Products
Consumer cancellation rights do not normally apply to goods made to your specifications or clearly personalised where the applicable statutory exception applies.
Bespoke, custom and private label orders are subject to the specific cancellation, approval, production and return provisions set out in our Terms & Conditions.
Business Customer Returns
Business customers do not have a statutory change-of-mind cancellation right.
Returns from business customers will only be accepted where agreed by EcoScent in writing or where the goods are faulty, damaged, incorrectly supplied or otherwise subject to rights that cannot lawfully be excluded.
Please refer to our Terms & Conditions for the full Business Customer Returns provisions.
Faulty or Damaged Goods
The change-of-mind return provisions above do not affect your rights in relation to faulty, damaged, incorrectly supplied or misdescribed goods.
Please refer to the “Faulty, Missing or Incorrect Goods” section above for further information.
Product Warranty
Purchased EcoScent scenting equipment is supplied with a manufacturer’s warranty unless otherwise stated. New equipment includes a 12-month warranty, while outlet equipment includes a six-month warranty.
Warranty coverage is subject to the full warranty provisions set out in our Terms & Conditions.