Shipping policy

Last updated: 2 Apr 2026

Thank you for shopping with Stone and Scents.

This Shipping Policy explains how we process, dispatch and deliver orders placed through our online store. By placing an order, you agree to the conditions described below.

1. Shipping Destinations

Stone and Scents is an online-only store delivering miniature perfumes and fragrance products throughout the United Kingdom and eligible European countries.

The destinations currently available will be displayed during checkout. If your country or postcode cannot be selected, we may not currently be able to deliver to that location.

Certain remote areas, islands, military addresses, PO boxes or restricted territories may not be eligible for delivery.

2. Order Processing

Orders are usually processed within 1–3 business days after payment has been successfully confirmed.

Business days do not include:

• Saturdays;

• Sundays;

• Public holidays;

• Bank holidays in the dispatch or destination country.

Orders placed during weekends, holidays, promotional campaigns or periods of unusually high demand may require additional processing time.

Once an order has entered the preparation or fulfilment process, we may not be able to change or cancel it.

3. Estimated Delivery Time

Our standard estimated delivery time is:

7–10 business days after dispatch.

This is an estimate and not a guaranteed delivery date.

In exceptional circumstances, delivery may take up to 30 calendar days, particularly where delays are caused by events outside our reasonable control, including:

• Customs inspections;

• Carrier disruptions;

• Incorrect or incomplete delivery information;

• High seasonal demand;

• Public holidays;

• Severe weather conditions;

• Strikes or industrial action;

• Border restrictions;

• Security checks;

• Transport interruptions;

• Carrier restrictions applicable to fragrance products;

• Other exceptional logistical events.

We will take reasonable steps to assist customers and resolve delivery issues. Nothing in this Shipping Policy limits your mandatory consumer rights.

4. Order Confirmation

After placing an order, you should receive an order confirmation at the email address provided during checkout.

Please review the confirmation carefully and contact us immediately if any information is incorrect.

An order confirmation does not necessarily mean that the order has already been dispatched.

5. Shipping Confirmation and Tracking

When your order is dispatched, we may send a shipping confirmation containing a tracking number or tracking link.

Tracking information may take between 2 and 5 business days to become active after dispatch. This can happen while the package is being transferred between logistics facilities or waiting for its first carrier scan.

Some delivery services may provide limited tracking information until the package reaches the destination country.

The absence of an immediate tracking update does not necessarily mean that the package has stopped moving.

6. Shipping Costs

Shipping costs, where applicable, will be displayed during checkout before payment is completed.

Shipping charges may depend on:

• Destination country;

• Delivery postcode;

• Order value;

• Package weight;

• Selected delivery method;

• Promotional offers available at the time of purchase.

Any free-shipping promotion will be subject to the conditions displayed on the website or during checkout.

Stone and Scents will not add shipping charges after an order has been completed unless the customer requests and accepts a change to the order or delivery method.

7. International Shipping, Taxes and Customs

Orders sent across international borders may be subject to customs procedures, import taxes, duties or carrier handling charges.

Where these charges are included in the amount paid during checkout, no additional payment should normally be required for those same charges.

Where they are not included, the customer may be responsible for charges imposed by the destination country, customs authority or delivery provider.

Stone and Scents does not control charges imposed independently by customs authorities.

Customers are responsible for complying with the import rules applicable in their destination country. We cannot falsify customs declarations or declare an incorrect product value.

8. Correct Delivery Information

Customers are responsible for providing complete and accurate delivery information, including:

• Full name;

• Street name and building number;

• Apartment, unit or floor number;

• Postal code;

• City;

• Country;

• Telephone number;

• Email address.

Stone and Scents is not responsible for delays caused by incorrect, incomplete or outdated information provided by the customer.

Please contact us at info@stoneandscents.com immediately after ordering if you notice an error.

We cannot guarantee that an address can be changed after the order has entered processing or has been dispatched.

9. Address Changes

Address changes must be requested before dispatch.

To request a change, contact:

info@stoneandscents.com

Please include your full name, order number and correct delivery address.

An address-change request is not confirmed until you receive written confirmation from us.

Once an order has been dispatched, the customer may need to contact the delivery carrier directly. We cannot guarantee that the carrier will accept the requested change.

10. Separate Packages

Orders containing multiple products may be dispatched in separate packages.

This may occur because:

• Products are stored in different fulfilment facilities;

• Packages are processed at different times;

• Carrier restrictions require separate shipments;

• One product becomes available before another;

• Package size or weight limits apply.

You may therefore receive more than one tracking number and packages may arrive on different dates.

You will not be charged additional shipping fees solely because we divided an order into multiple packages.

11. Delivery Attempts

The delivery provider may:

• Leave the package at the delivery address;

• Leave it with a neighbour where permitted;

• Deliver it to a collection point;

• Request a signature;

• Make another delivery attempt;

• Contact the customer for additional instructions.

Customers are responsible for following tracking updates and collecting packages from collection points within the period specified by the carrier.

Stone and Scents does not control the exact time of day at which a carrier attempts delivery.

12. Delayed Orders

A package is not automatically considered lost because it has passed the estimated delivery date.

If your order has not arrived within the estimated period, please:

1. Review the tracking information;

2. Check the delivery address on your order confirmation;

3. Check with household members, neighbours or reception staff;

4. Check whether the carrier delivered the package to a collection point;

5. Contact us at info@stoneandscents.com.

Please include your name and order number so we can investigate the delivery.

Where an order is delayed, we may contact the carrier, fulfilment provider or logistics partner to request further information.

If an order is not delivered within the agreed period, you may have the right to provide us with a reasonable additional delivery period. If delivery is still not completed within that additional period, you may be entitled to cancel the affected order and receive a refund, subject to applicable law.

13. Lost Packages

If tracking information indicates that a package has been lost, or if the package has not arrived after the applicable investigation period, please contact us at:

info@stoneandscents.com

We may request:

• Your order number;

• Confirmation of the delivery address;

• A written statement confirming non-receipt;

• Information requested by the carrier;

• Confirmation that you have checked with household members, neighbours or collection points.

Depending on the result of the investigation and applicable law, we may provide a replacement or refund.

Stone and Scents remains responsible for delivery until the order is received by the customer or a person designated by the customer, except where the customer independently arranged a carrier that was not offered by us.

14. Packages Marked as Delivered

If tracking shows that your package was delivered but you cannot find it, please:

• Check around the delivery location;

• Ask household members;

• Check with neighbours or reception staff;

• Check for a delivery photograph or carrier notice;

• Contact the carrier;

• Contact us as soon as possible.

We may open an investigation with the delivery provider.

A carrier’s “delivered” status may be considered evidence of delivery, but it will not automatically prevent us from investigating a valid claim.

Claims should be submitted promptly so that tracking, delivery records and carrier information remain available.

15. Damaged Packages

If your package arrives visibly damaged, please photograph:

• The outside of the package;

• The delivery label;

• The inside packaging;

• The damaged product;

• Any leakage or missing contents.

Contact us at info@stoneandscents.com as soon as possible and include your order number and supporting photographs.

Do not discard the packaging or product until we have reviewed the issue, unless keeping it would create a health or safety risk.

Depending on the circumstances, we may offer a replacement, partial refund or full refund in accordance with applicable law and our Return and Refund Policy.

16. Incorrect or Missing Products

If you receive an incorrect product or an item is missing from your order, contact us at:

info@stoneandscents.com

Please provide:

• Your order number;

• A description of the issue;

• A photograph of the products received;

• A photograph of the package and delivery label.

We will review the information and provide an appropriate solution.

17. Refused or Unclaimed Packages

A package may be returned to us or to our fulfilment partner if:

• Delivery is refused;

• The package is not collected;

• The customer cannot be contacted;

• The address is incorrect or incomplete;

• The carrier cannot access the delivery location;

• Customs or import charges are refused where lawfully payable by the customer.

Where a package is returned for one of these reasons, we may deduct reasonable and documented shipping, return or handling costs from the refund where permitted by law.

Original shipping fees may be non-refundable where delivery failed because of information or actions attributable to the customer.

A new delivery attempt may require payment of an additional shipping fee.

18. Returned Packages

Do not return an order to the sender address printed on the package without contacting us first.

The sender address may belong to:

• A carrier;

• A sorting facility;

• A fulfilment partner;

• A distribution centre;

• A supplier that does not process customer returns.

Customers must request return instructions from:

info@stoneandscents.com

Products sent to an unauthorised address may be lost or rejected, which could delay or prevent the processing of the return.

Returns are governed by our Return and Refund Policy.

19. Order Cancellations

Contact us immediately if you wish to cancel an order.

We will attempt to cancel it before processing or dispatch, but cancellation cannot be guaranteed once fulfilment has begun.

If the order has already been dispatched, you may need to wait until delivery and then request a return in accordance with our Return and Refund Policy and your statutory cancellation rights.

20. Delivery Restrictions for Fragrance Products

Perfumes and fragrance products may be subject to specific carrier, aviation or transport restrictions because of their composition.

These restrictions may affect:

• Available delivery methods;

• Delivery times;

• Eligible destinations;

• Package quantities;

• Carrier selection.

We reserve the right to change the carrier or delivery method where necessary to comply with transport and safety requirements, provided this does not reduce your mandatory consumer rights.

If we cannot legally or safely deliver an order, we will cancel the affected items and issue the appropriate refund.

21. Events Outside Our Reasonable Control

We will not be responsible for delays caused by events that we could not reasonably prevent.

However, we will remain responsible for complying with our legal obligations and will take reasonable steps to:

• Obtain delivery updates;

• Communicate significant delays;

• Assist with carrier investigations;

• Arrange an appropriate solution where delivery becomes impossible.

Where applicable law gives you the right to cancel because of an excessive delay, nothing in this policy removes that right.

22. Customer Support

For questions about shipping, tracking or delivery, contact:

Stone and Scents
Email: info@stoneandscents.com
Store type: Online-only retail store

Please include your full name and order number so that we can locate your order.

23. Changes to This Shipping Policy

We may update this Shipping Policy to reflect changes to:

• Delivery destinations;

• Shipping providers;

• Fulfilment operations;

• Estimated delivery periods;

• Customs requirements;

• Applicable laws and regulations.

The policy applicable to your order will normally be the version available when the order was placed.

The latest version will always be published on our website with the updated revision date.