Shipping policy
Shipping Policy
Hideaway Home Fragrances always aim to provide you with your beautiful, hand poured products as quickly as possible. We pride ourselves on our customer service as well as the quality of our products.
Our customers are incredibly important to us. In the unlikely event that an issue arises, we will aim to resolve them as quickly and effectively as possible.
Order Fulfilment:
Every scented product is handmade and poured here at hideaway, therefore a period of 2-5 working days is required, prior to your order being shipped. Where possible, your order may be fulfilled sooner, we will keep you updated with our progress.
Shipping Service:
All orders are sent via Royal Mail traced 48 which 'aims for' a door-to-door service usually within 2-4 working days from the date of dispatch within England, Wales or Scotland. Please note this is only an aim and approximately 3-5% of shipments can take longer especially around Christmas.
Standard Delivery (UK) - £2.89
Expedited Delivery (UK) - £4.50
Expedited delivery within England, Wales or Scotland delivered within 1-2 days - Order must be completed by 1pm Monday to Friday for delivery aim for the next working day.
International Delivery - £23.99
International Shipping within Europe should be delivered within 3-5 working days, outside of Europe is 5-7 working days. Full shipping and VAT charges are included in the shipping price. Buyers are responsible for any customs and import taxes that may apply. Hideaway Home Fragrances is not responsible for delays due to customs.
Cancellation of Order:
We are unfortunately unable to cancel your order once it has been dispatched. Should you wish to cancel your order, please email hello@hideawayhomefragrances.com. If you have ordered express delivery then unfortunately are unable to cancel any orders, however our standard refund and returns policy still applies.
Lost Shipments:
To conclude a parcel has been lost, a period of 7 working days from the shipped date must expire. In this event, please contact hello@hideawayhomefragrances.com and a member of our team will begin an investigation into its whereabouts.
Incorrect address:
We know it happens, but if you see that you have put in the wrong address or missed something out, email us straight away at hello@hideawayhomefragrances.com ( no need to send more than one as it will push you to the back of the queue) with the changes that you need to make.
Sadly, orders leave so quickly we might not be able to do this, nor have you noticed it is misspelt. This complies with chasing up orders also. We will have to wait for the order to be put down as incomplete and come back to the warehouse, we might also ask for delivery to be paid again if applicable. However, if the order gets delivered to the address you put in, it is up to you to go and collect it or arrange for it to be delivered to you. We cannot offer a refund or replacements for an incorrect address, this includes forgetting house numbers and streets, misspelling one or all of the postcodes.
We send orders via either Royal Mail, DPD or UPS