1. Order Processing

Orders are processed after successful payment authorisation.

We aim to prepare and dispatch orders as quickly as reasonably possible. Orders placed at weekends, on public holidays or during unusually busy periods may be processed on the next available working day.

2. Delivery Options

Available delivery methods and charges are shown during checkout and may depend on:

• your delivery destination;
• the products ordered;
• parcel weight and dimensions;
• carrier restrictions;
• available delivery services.

3. Delivery Estimates

Delivery timeframes displayed on the website or at checkout are estimates unless they are expressly described as guaranteed.

Delivery may occasionally be affected by circumstances outside our reasonable control, including courier delays, severe weather, customs processing, transport disruption or seasonal demand.

4. UK Delivery

We deliver to eligible UK addresses using the carrier services made available during checkout.

Certain remote or restricted locations may have longer transit times or fewer delivery options.

5. International & EU Delivery

International shipping is available only to destinations offered at checkout.

If we cannot legally or practically ship an order to the selected destination, we may cancel the affected order and issue a refund.

6. VAT, Duties and Import Charges

International orders may be subject to VAT, customs duties, import taxes or local handling charges depending on the destination, order value and method by which taxes are collected.

Any taxes collected directly by Fragrance Stockroom will be shown during checkout where applicable.

Where duties or taxes are payable separately on import, the customer may be responsible unless checkout expressly confirms that such charges are included.

7. Customs Delays

International parcels may be inspected or delayed by customs authorities. Customs processing is outside our direct control.

8. Tracking

Where tracking is available, tracking information will normally be supplied after dispatch.

Tracking may not update immediately after a label is created or the parcel is first collected.

9. Correct Delivery Address

Please check your delivery address carefully before placing your order, including:

• house or building number;
• street name;
• postcode;
• town or city;
• country;
• contact details.

Contact us immediately if you notice an error. We cannot guarantee that an address can be amended after an order has entered fulfilment or been dispatched.

10. Delivery Attempts

Depending on the carrier and service selected, parcels may be delivered directly, left in an authorised safe location, taken to a collection point or handled according to the carrier's delivery process.

11. Missing Parcels

If your expected delivery date has passed and tracking does not show a successful delivery, please contact:

order@fragrancestockroom.co.uk

Please include your order number.

12. Parcel Marked Delivered but Not Received

If tracking says delivered but you cannot locate the parcel:

1. check around your property and any safe location;
2. ask other members of your household;
3. check any courier delivery photo;
4. check whether it was left with a neighbour or collection point;
5. contact us if the parcel remains missing.

13. Damaged Parcels

If a parcel arrives visibly damaged, please photograph the outer packaging before disposing of it.

Where possible, report transit damage within 48 hours to:

order@fragrancestockroom.co.uk

Please provide your order number and photographs.

14. Delivery Responsibility

For consumer orders, responsibility for goods generally remains with us until they are delivered to you or a person identified by you to receive them, subject to applicable consumer law.

15. Failed or Returned Deliveries

If a parcel is returned because an incorrect address was supplied, the parcel was refused, it was not collected or repeated delivery attempts were unsuccessful, we will contact you once the parcel has been returned.

Re-delivery charges or deductions will only be applied where legally permitted and appropriate.