Despatch and Delivery Information
All delivery times stated on fragranceorchard.com do not include despatch time. We aim to despatch orders the next business day, but this can be up to a maximum of 3 business days during the peak winter season. Despatch and deliveries occur on business days only (Mon–Fri, excluding Bank Holidays).
Please allow the stated timeframe for your chosen delivery option to pass before chasing your delivery: Express Delivery is typically next business day (2 days for Highlands & Islands), or Standard Delivery is up to 5 business days via Courier or Royal Mail.
Express Delivery
Order before the 8am cut-off and we’ll dispatch your item the same working day on our express courier service. Express orders are delivered in 1–2 working days in the vast majority of cases — while we can’t guarantee the courier’s delivery timescale, we always do our part by getting your order out the door the same day. Orders placed after 8am with Express Delivery selected will be dispatched the following working day. Please note a 2-day service applies to Highlands & Islands regardless of cut-off time.
Standard Delivery
Orders on Standard Delivery will not be despatched the same day as placed. Please allow up to 5 business days via Courier or Royal Mail from despatch before contacting us. You will receive an email letting you know when your order has been dispatched.
fragranceorchard.com holds no responsibility for any unexpected delays in the delivery of goods caused by the handler or courier.
Royal Mail Shipping
Royal Mail 24 tracked/ untracked will aim to deliver in one working day however this is not a guaranteed service, this could possibly take up to two working days. Royal Mail 48 tracked/ untracked will aim to deliver your parcel within two – three working days however this is not a guaranteed service, this could possibly take up to three to four working days.
Returns Information
For Unwanted Items:
- Please inform our Customer Service department of your intention to return goods at hello@fragranceorchard.com within 14 days of receipt to obtain a returns number and returns address.
- All returned goods must clearly display a unique returns number obtained from our Customer Service team and be received within 14 days.
- Regrettably, all 10ml Tester Bottles in our Essential Oil and Fragrance Oil range are non returnable for a refund as they are samples only.
- Refunds for any unwanted items will be processed within 14 days of receipt by us. Please note, we do not offer exchanges.
- Returns will only be accepted for qualifying unused goods in a resalable condition, and with a correct returns number.
- Returned goods must be sent by the customer in suitable protective packaging, the return postage cost is the responsibility of the customer.
- Any loss of value resulting from use of the item or damage to the item must be financially compensated by the customer, or this may result in an amount being deducted from any refund due.
For Faulty Items:
- On the rare occassion an item is faulty, we must be informed within 7 days of your intention to return. We will give instructions for the return of the item.
- The item must be complete with all its component parts.
- A repair must not have been attempted.
- The item must not have been altered or modified in any way.
- The customer is responsible for ensuring the item arrives back to us in the same condition as it was sent. The return postage cost is the responsibility of the customer, but in almost all cases will be refunded after the item has been received by us.
- Items must be inspected upon receipt and signed for as damaged if applicable. All damage to goods must be reported to fragranceorchard.com within 7 days of receipt. Claims outside of 7 days will not be honoured. By signing for goods, you are accepting they were provided in good condition.