Shipping & Returns
Delivery and returns, in plain English
Everything you need to know about how your order gets to you, and what to do if something's not right.
Shipping
Dispatch time
Every order is hand-packed by our small team and dispatched within 3 working days of being placed.
| Zone | Countries | Carrier | Cost |
|---|---|---|---|
| United Kingdom | UK | Royal Mail (Tracked 24 or Tracked 48) | Free over £45, otherwise calculated at checkout |
| European Union | All 27 EU member states | DHL Express Worldwide | Calculated at checkout |
| North America | Canada, United States | DHL Express Worldwide | Calculated at checkout |
| Oceania | Australia | DHL Express Worldwide | Calculated at checkout |
We currently ship to United Kingdom, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Canada, United States, Australia. If your country isn't listed at checkout, we're not yet able to deliver there — get in touch and we'll let you know if that changes.
Customs & Import Charges
For orders shipped via DHL Express (EU, North America, and Oceania), duties and taxes may be prepaid at checkout depending on the option selected. Where they aren't prepaid, your parcel may be subject to import duties, taxes, or customs charges applied by your country's customs authority, which are the responsibility of the customer.
Tracking Your Order
Once your order is dispatched, you'll receive a shipping confirmation email with a tracking link. You can also view your order status and tracking at any time through Shopify's order status page — accessible from your account, or via the link in your order confirmation and shipping emails.
Returns
Return window
We offer a 30-day return window from the date you receive your order.
Condition
Candles, diffusers, and car scent products can be returned if unused and in their original packaging. For hygiene reasons, Second Skin Lotion can only be returned if unopened and unused.
Return postage
Return postage is covered by the customer, unless the item arrived faulty or damaged (see below).
Refunds
Once we've received and checked your return, refunds are processed to your original payment method within 5 working days.
UK customers also have a legal right to cancel most online orders within 14 days of receipt under the Consumer Contracts Regulations, separately from this policy.
Damaged or Faulty Items
If your order arrives damaged or faulty, get in touch within 48 hours of delivery with your order number and a photo of the issue, and we'll arrange a free replacement or full refund — whichever you'd prefer. You won't need to cover return postage in this case.
How to Start a Return
- Get in touch
Email us with your order number and which item(s) you'd like to return. - We'll confirm the details
We'll let you know if your return qualifies and where to send it back to. - Send it back
Pack the item securely in its original packaging where possible, and post it to the address we provide. - We process your refund
Once received and checked, we'll refund you to your original payment method within 5 working days.
