Shipping Policy

At Esme Scents, we are committed to providing a fast, reliable, and transparent delivery experience for all our customers.

We carefully process and package every order to help ensure your products arrive safely and on time.

🚚 Shipping Charges

We offer simple and straightforward UK delivery:

• Standard UK Delivery: £2.99
• FREE UK Delivery on orders over £150

Free delivery will be automatically applied to eligible orders at checkout.

⚡ Same-Day Dispatch

We aim to dispatch your order as quickly as possible.

Orders placed Monday to Friday before 2:00 PM UK time will normally be dispatched on the same working day, excluding bank holidays and public holidays.

Orders placed:

• After 2:00 PM
• On Saturdays or Sundays
• On UK bank or public holidays

will normally be processed and dispatched on the next working day.

Please note that dispatch time is separate from delivery time. Once your order has been dispatched, the delivery timeframe will depend on the courier service being used.

📦 Delivery Partners

We work with trusted delivery providers to ensure your order reaches you safely and efficiently.

Our delivery partners may include:

• Royal Mail
• DPD
• FedEx

The courier used may vary depending on your order, delivery address, parcel size, and availability.

📍 Order Tracking

We want you to be able to follow your order every step of the way.

Once your order has been dispatched and tracking information is available, you will receive an email containing:

• Your tracking number
• Courier information
• Relevant delivery updates

Please check your Spam or Junk folder if you cannot find your shipping confirmation email.

Tracking information may take some time to become active after your parcel has been dispatched.

📦 Damaged or Tampered Packages

Please check the condition of your parcel when it arrives.

If your package appears to be:

• Damaged
• Opened
• Tampered with
• Resealed
• Significantly damaged in transit

please contact us as soon as possible.

Where possible, please take clear photographs of the parcel and its packaging before opening it and contact our customer service team.

If the contents of your order have been damaged, please provide photographs and details of the issue so that we can investigate and assist you.

🔎 Tracking Shows "Delivered" but You Have Not Received Your Order

If your tracking information shows that your parcel has been “Delivered” but you cannot locate it, please contact us as soon as possible.

We may ask you to:

1. Check around your property and any safe place specified for deliveries.
2. Check with household members, neighbours, or building reception where applicable.
3. Contact the courier for further information.
4. Provide any relevant information or evidence supplied by the courier.

Please contact us within 10 days of the recorded delivery date so that we can investigate the matter promptly.

Where necessary, we may contact the courier to investigate the delivery.

If the courier confirms that the parcel was incorrectly delivered or cannot be located, we will review the circumstances and determine the appropriate resolution in accordance with your consumer rights.

⏳ Delivery Delays

While we work hard to ensure orders arrive within the expected timeframe, occasional delays can occur due to circumstances outside our control.

These may include:

• Courier delays
• Severe weather
• Peak seasonal periods
• Public holidays
• Transport disruption
• Incorrect or incomplete delivery information

If your order appears to be delayed, please contact us and we will do our best to assist.

🌍 UK Delivery

Our standard delivery service is available within the United Kingdom.

If international delivery is available for your location, the applicable delivery charges, delivery times, and terms will be displayed at checkout or provided before your order is confirmed.

📧 Contact Us

If you have any questions about your delivery, tracking information, or an order that has not arrived, please contact us:

Esme Scents
📧 info@esmesalesltd.co.uk

Please include your order number whenever contacting us about an existing order so that we can assist you as quickly as possible.

💛 Our Commitment

At Esme Scents, we aim to make every order simple, secure, and convenient — from the moment you place your order to the moment it arrives at your door.

Fast dispatch. Reliable delivery. Exceptional customer service.