Shipping policy

Shipping Policy

What Locations Do You Ship To?

We currently ship within the United Kingdom only.

Dispatch Times

At The Fragrance Cabinet, we aim to dispatch all orders quickly and efficiently. Orders placed Monday to Friday before 1:00 PM are processed and dispatched the same day ( If possible). Orders placed after the cut-off will be dispatched on the next working day.

Please allow for slight delays during busy periods or due to courier disruptions, though we always aim to ship as promptly as possible.

Delivery Options & Timeframes

We offer two Royal Mail tracked services:

• Royal Mail 48 Tracked – Estimated delivery: 2–5 working days

• Royal Mail 24 Tracked – Estimated delivery: 1–3 working days

These are estimated delivery windows. Please note that delivery times are not guaranteed, and may vary during peak periods or due to courier delays.

Tracking & Delivery Confirmation

All orders are shipped with tracking, and you will receive a tracking number once your parcel has been dispatched.

Once a parcel is marked as delivered by Royal Mail (including GPS tracking and/or a delivery photo), it is considered fulfilled and received. We recommend ensuring someone is available to accept the parcel or that you set a preferred delivery option using Royal Mail’s tracking portal.

What To Do If You Haven’t Received Your Order

If your parcel is:

• Still in transit and hasn’t moved for 5 working days – please contact us so we can escalate with Royal Mail.

• Marked as delivered but not received – you must notify us within 7 calendar days of the delivery scan so we can look into this for you.

Claims made after this period may fall outside Royal Mail’s investigation window and may no longer be eligible for support, refunds, or replacements.

📧 Please contact us at info@thefragrancecabinet.co.uk and include your order number so we can assist promptly.

Lost or Stolen Parcels

If you believe your parcel was stolen or misdelivered, we may ask you to:

• Check with neighbours, building staff, or concierge

• Review any local CCTV (especially in communal areas or flats)

• Confirm any safe place deliveries or collection points with Royal Mail

We will assist with opening an investigation with Royal Mail. Refunds or replacements will only be issued once their investigation is complete, which typically takes up to 30 calendar days from the time the claim is submitted. In some cases, this process may take longer depending on the circumstances.

We’ll keep you informed throughout the investigation and do our best to support you.

Customer Responsibility After Delivery

Once your parcel is marked as delivered, it becomes your responsibility. This includes deliveries to shared buildings, safe places, porches, or with neighbours.

We cannot be held responsible for parcels that go missing after confirmed delivery, unless there is evidence of courier error.

Delivery Instructions / Safe Place Requests

You can leave delivery preferences or safe place instructions via Royal Mail’s tracking portal. These are passed directly to the courier. We are not liable for any parcels lost due to delivery instructions provided by the customer.

In-Transit Items

We are unable to resend or refund items while they are still in transit. If Royal Mail confirms a parcel is lost, or if it is returned to us, we will process a refund or replacement depending on the situation.

Incorrect Shipping Address

It is the customer’s responsibility to ensure the correct delivery address is entered at checkout.

If a parcel is delivered to the wrong address due to a customer error:

• It is the customer’s responsibility to retrieve the parcel from the address provided

• We are not liable for any loss or misdelivery resulting from incorrect address entry

• If the parcel is returned to us, a refund will be issued minus delivery costs and any return fees

• A new order must be placed with the correct address if still required

  Uncollected Parcels Returned to Sender

  If a parcel is returned to us because it was not collected from the delivery office within the courier’s holding period, a return-to-sender fee is applied by Royal Mail.
  In these cases:

  • Delivery costs and the courier’s return fee will be deducted from any refund

  • A new order must be placed if you would still like the item

  This keeps things fair and aligns with the handling costs we incur when parcels are not collected.

   

Disputes / Chargebacks

If a payment dispute or chargeback is filed for an order that shows confirmed delivery, we will submit the following evidence to the payment provider:

• Delivery tracking information

• Delivery photo or GPS scan (if available)

• Order confirmation and fulfilment records

• Customer service correspondence

We reserve the right to refuse future orders from customers who misuse the chargeback process without contacting us first.

Courier Information

We use Royal Mail Tracked Services for all UK deliveries.