Shipping policy

Postage Prices
Tracked 48 - From £3.95 depending on weight (Free over £45)

1 DELIVERY SERVICE TO UK POSTCODES ONLY
1.1 We use Royal Mail Tracked or DPD tracked services for all orders.
1.2 Our aim is to prepare your order and despatch it within 2 working days [Monday to Friday excl. bank holidays], which means that you receive your order within 2-5 working days from the date it was despatched depending on delivery method. This may not always be possible depending on the volume of orders on our system, so if your order has not been despatched within 3 working days, please contact us directly.
1.3 If your order value is below £40 and weighs less than 2kg and you have selected standard delivery, your order will be despatched with Royal Mail.
1.4 If your order value exceeds £40 or weighs over 2kg, your order may be despatched with DPD.
1.5 Orders despatched on a Royal Mail Service are fully tracked with GPS logging and can take up to 3 working days to be delivered.
1.6 Orders despatched with DPD are tracked and will require a signature on delivery. Once despatched, delivery will take place within 2-3 working days.
1.7 We will use all reasonable endeavours to ensure these times are met, but cannot be held responsible for despatched parcels delayed by third parties, for example due to poor weather conditions.
1.8 If you do not receive your order within 10working days from the date of despatch, please email us at hello@nuscents.co.uk

1.9 LOST ORDER CLAIMS 

Please note: Where GPS location tracking or other geolocation/photographic data has been provided, you must first check with all neighbours in the vicinity. In the case they claim to have not taken it in, you must contact your bank as we do not issue refunds on the basis of claims of lost orders. This is to protect us against fraud and ensure the correct final decisions are made by a qualified third party, such as a bank. Their decision is final.

Whilst you contact your bank, we will open a full investigation with our delivery partner, who will contact the driver. We and our delivery departments liaise closely with banks/payment providers. Your bank will make the decision whether they believe you are entitled to a refund or not. Once a claim has been made, we will communicate to you through your bank/payment provider to maintain an open dialogue. This process may take several weeks and you will only hear from us via your bank. Please be aware that we only follow this method to protect us against fraud, which as a small business causes us damage. If an order has been marked as delivered to your address or within metres from, by a reputable delivery company, we are not to know whether your claim is genuine or not.

WRONG POSTAGE ADDRESS INPUT/ORDER RETURNED TO US BY ROYAL MAIL/DPD

It is your responsibility to let us know of any errors in the shipping address as soon as you become aware of them. In the case an order is sent out and marked as delivered to the incorrect address as a result of your error, there is nothing further we can do. In the case your order is returned to us because of an incorrect shipping address entered by you, or your parcel not being collected from a sorting office as a result of failed delivery attempts, we will either cancel your order minus a postal and handling charge of £3.35 for a service which has been fulfilled, or post out to you at an additional cost. 

PARCEL MISSING, BUT YOU HAVE THE TRACKING DETAILS.

1.10 If your order is returned to us due to several failed delivery attempts, non-collection or an insufficient/incorrect address, we cannot refund any shipping costs. We are also not responsible for re-sending items to you. Any refunds will be less shipping cost. Any second delivery attempt once returned to us will be subject to subsequent second delivery costs.

NUSCENTS LTD, 53-59 NEW TYTHE STREET, LONG EATON, NOTTINGHAM NG10 2DL