Delivery Queries

How much is delivery? We have two standard delivery rates, which make things easier for our customers.
Our delivery is priced based on what we pay - so we try and get the fairest price for our customers.
Every single item has 'delivery confirmation', as Royal Mail, our main courier, scan the package before posting it through the letterbox. This records the exact location (even the GPS co-ordinates!) of where the package was delivered.
Our rates are as follows:
Royal Mail 2nd Class £3.00 up to 2kg 
Evri Tracked £2.95 ( Previously Hermes)
How do I track my delivery? Your delivery is sent using Royal Mail. That means, it will arrive with your standard post, however we get confirmation of delivery, so we can be assured your item has arrived. We use this on every order, no matter how large or small.
Your tracking number therefore doesn't update until either your item has been delivered, or your item has been returned to your local depot.
If you are seeing the status 'an update will only be provided when we attempt to deliver your item' on the Royal Mail website, this is absolutely normal!
Please leave the 3-5 working days from your dispatch email before contacting us. Working days do not include Saturday or Sunday (even though we do often dispatch on these days!).
My item is missing in the post/hasn't arrived yet! It is unusual for items to go missing in the postal system - all our items have delivery confirmation.
We would initially ask you to leave the 5 working days after your dispatch confirmation email. Chasing it up before this time does not make the process any quicker! 
You are advised to check the progress using the tracking number provided on the dispatch email at to see if the item has been returned to your local depot.
If your item has still not arrived outside the 5 working day period after dispatch confirmation:
We may ask you, in line with Royal Mail's standard business terms, to wait 14 working days before an item is classed as missing. This is to allow time for it to be relocated (for example if it's accidentally somewhere in the system it shouldn't be).
We will then ask for your written permission to claim a missing parcel against your address, as Royal Mail will complete a missing parcel analysis against your address.
At this point we can replace or refund the order.
I'm unhappy with the scent/item! We take pride in all of our products, which are hand poured right here in the UK! Whilst it is rare we get quality issues, we are of course willing to sort them.
As part of our quality control procedure, we will send a free returns label to return the bar(s). Please don't worry if they are part used/broken - we expect that! We need to be able to test the item to ensure no other customers are affected. As soon as the item(s) are received back we will issue your refund. The testing procedure is for our own quality control and will not affect you receiving a refund, as it allows us to report back to our suppliers if a fragrance isn't performing as expected in a product. If you need further assistance please email with the product and issue.