Delivery & Returns
Delivery & Returns
How long will it take us to make your order?
We aim to despatch all goods within 3 working days from the receipt of your order. Many orders are actually despatched the next day!
Please take account of the following special cases that may incur a longer wait for your goods:
– If we are designing a bespoke fragrance aroma. We will keep you updated and let you know how long it is likely to take as each project can be slightly different.
-Occasionally we may have to wait for special ingredients to become available to complete your order, in this case we will notify you and send your order in two despatches if required.
-If you require your goods by a certain date/time, please telephone or email us in advance of your order to tell us of any special requirements.
-In the unlikely event of your order being delayed for any reason we will do our best to contact you with an expected delivery time & explanation.
How do we deliver your order?
We use DPD, DHL, TNT, FedEx or similar as our courier provider so that we can track your scent delivery system and aroma products and ensure that you receive them safely and quickly.
We aim to dispatch orders within 1-3 working days upon receipt of payment. Of course we do our best to make this sooner where possible.
All orders are delivered by courier – delivering Monday to Friday, between 8am and 6pm. Saturday delivery and Pre 10:30am or Pre midday weekday delivery is available at an extra cost.
We deliver Worldwide, the delivery timescale is between 2-7 days. Delivery times can vary from country to country, if you need your goods on a set date please email prior to placing an order to see if this is possible. EcoScent or our couriers have no control over local Customs who are a Government Body and can stop any shipment, entering or exiting your country. EcoScent is not responsible for any customs charges, VAT or related import fees.
If for any reason you do not receive your order when expected, please contact us firstname.lastname@example.org details of your invoice number and we can check the tracking and delivery status for you.
EcoScent or our couriers have no control over local Customs who are a Government Body and can stop any shipment, entering or exiting your country. EcoScent is not responsible for any customs charges, VAT or related import fees.
Faulty, Missing, Incorrect Goods
In the unlikely event you receive faulty, missing or incorrect goods then please contact us via email@example.com – please include as much information as possible, including your order number. No liability will be accepted by Ecoscent for any failure or delay in performance which is wholly or partially due to an Act of God, War, Fire, Explosion, Riot, Civil Commotion, Restriction by Government or other competent authority, Strikes, Lock Outs, Failure in supplies or to any cause whatsoever beyond our control. Please notify us as soon as possible of any Faulty or Missing, Incorrect Goods. After 14 calendar days have passed we are unable to investigate or rectify any Missing or Incorrect Goods.
Return Of Goods
We offer a 12 month guarantee on all new products and 6 months for ex rental sales, please refer to the terms & conditions of the product warranty.
If you are not entirely satisfied with your purchase, we’re here to help. We allow up to 14 calendar days to return an item from the date you received it. To be eligible for a return and a full refund, your item must be unused and in the same condition that you received it. Your item must be in the original packaging and have proof of purchase enclosed with the return.
The fragrance oils are non-refundable if opened from their original packing due to health & safety reasons. We can send you some sample signature scents in the post should you wish to see which scent suits you best.
Once we receive your returned item, we will inspect it and notify you that we have received your returned item. We will notify you on the status of your refund after inspecting the item. Upon approval of your return, we will initiate a refund to your credit card or original method of payment within 5 working days – or per your card issuer’s policies.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. All of our fragrances are created and poured by weight. Some are lighter in density than others which may explain the difference in the amount you see in the bottle. In general, 500g is equivalent to 500ml, 1000ml is 1 kilo and so on.