Shipping & Returns
As products are handcrafted please allow 2-3 working days for your order to be processed. We always aim to process and dispatch your order as quickly as possible but there may be a slight delay during promotional and busier periods. If you need your order urgently please get in touch prior to ordering and we'll do our best to accommodate.
Once your order has been posted you will receive a dispatch email containing your parcel's reference/tracking number. If you have not received your dispatch email within 10 days of placing your order please contact us at info@pearlyscents.com ♥
Shipping Prices (UK only)
Royal Mail 1st Class (under 2kg).................... £3.95
Royal Mail 2nd Class (under 2kg)................... £2.99
Evri Standard 2-4 working days (over 2kg)..... £6.50
For any more information please email info@pearlyscents.com
Any orders weighing over 2kg will be sent via Evri (2-4 days delivery) due to postal limitations with Royal Mail.
If you are concerned about the whereabouts of your parcel, please ensure you contact us within 28 days of receiving your dispatch email. Beyond this point, couriers will be unable to refund or search for your parcel, so we will be unable to assist you further.
Returns
If your products have arrived damaged you can request a return or exchange, you have 14 calendar days to return an item from the date you received it. Please notify us within 7 calendar days by emailing us at info@pearlyscents.com, stating your name, order number and your reason for return. Photo evidence must also be provided.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. We will not refund or accept returns if the scents are simply disliked so please ensure you read the scent descriptions carefully before purchasing. If the product is not in the original packaging or is damaged in any way we are not obliged to refund you.
We advise that you use a fully tracked postal service, as we cannot be held responsible for products lost or damaged in transit and would advise that you get proof of postage. We are not obliged to refund you until we have received the item.
Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item. If your return is approved, we will initiate a refund to your credit card (or original method of payment). Once your product/products have arrived back safely with us we will process your refund, excluding the original delivery cost within 14 days or receipt.
Non-returnable items:
- Gift Cards
- Personalised Gift Boxes
Lost or Missed Deliveries
If you do not receive your item(s) by the 10th working day after you received your dispatch email, it is your responsibility to notify the us. We can then investigate this further with our courier.
When placing an order, it is your responsibility to be available to accept the delivery or to inform us of a suitable safe place to leave the package if you are not available to accept the package on delivery day.
If you are not in to receive your parcel, your parcel will be delivered to your local Royal Mail delivery office for you to collect. It will remain there for up to 14 days. A calling card will usually be delivered detailing what you should do to collect your order, although a calling card isn't always guaranteed.
We understand how frustrating it can be when calling cards are not always given, we advise customers to contact their local delivery office to request a redelivery or collection as soon as possible. Please do not leave it more than 14 days as then Royal Mail can either return to sender or destroy the parcel due to non-collection from delivery office.
If you fail to collect your parcel and the parcel has be sent back to us, you will be required to pay the additional postage costs of £6.00 before re-shipping the parcel back out to yourself, as we are charged for the costs of the parcel being sent back to us and then again to resend back to yourself through no fault of our own. We cannot claim back postage costs via Royal Mail for unclaimed parcels. Tracking information will be attached to your dispatch confirmation, and you, the customer, are responsible for tracking your parcel. If you do not wish to have the order sent back out to you and wish to have your order cancelled we will refund the order minus the shipping costs as well as a 15% fee to cover admin. If postage to get the order re sent out isn't paid within 45 days of the order date, and attempts of contact has been ignored, we will proceed with cancellation.