Shipping policy

SHIPPING POLICY

Last updated: 6 September 2026

This Shipping Policy applies to orders placed directly through the Lumiscent website. Delivery availability, charges and estimates shown at checkout form part of this policy.

Nothing in this policy limits any consumer rights that cannot lawfully be excluded.

1. Order processing

We normally process orders within 1–3 business days.

Business days exclude weekends and UK bank holidays. Orders placed during a weekend or bank holiday will begin processing on the next business day.

Processing may take longer during:

Sales and promotional events;
New product launches;
Seasonal peaks;
Stock checks;
Fraud or payment verification;
Adverse weather;
Carrier disruption; or
Other circumstances outside our reasonable control.

Where a material delay occurs, we will provide an update using the contact information supplied with the order.

Processing time is separate from the carrier’s estimated delivery time.

2. UK delivery

Our usual UK delivery options are:

Standard Delivery: £3.99
Estimated delivery within 3–5 business days after dispatch.
Free Standard Delivery: available on qualifying orders over £65.
Express Delivery: £6.99
Estimated delivery within 1–2 business days after dispatch.

The order value required for free delivery is calculated after discounts and promotional reductions and excludes delivery charges and any non-qualifying products.

The delivery options, prices and availability displayed at checkout will apply to your order. Certain services may be unavailable for particular addresses, products or circumstances.

Express delivery affects the delivery service used after dispatch. It does not remove the normal processing period unless the checkout expressly states otherwise.

3. Delivery estimates

Delivery dates and timeframes are estimates unless Lumiscent has expressly agreed with you that a particular date is essential.

We cannot guarantee that a carrier will deliver within its estimated timeframe. Delays may occur because of weather, traffic, industrial action, customs, security checks, peak demand or other circumstances outside our reasonable control.

For UK consumer orders, we will deliver within 30 days after the contract is formed unless a different delivery period has been agreed.

If we become aware of a material delay, we will take reasonable steps to update you. Any statutory right you have to cancel because of late delivery remains unaffected.

4. International delivery

Where international delivery is available, the standard charge is normally £14.99.

International delivery usually takes approximately 7–14 business days after dispatch, but this is an estimate. Delivery may take longer because of customs clearance, local carrier operations, public holidays, security checks or import procedures.

Available destinations and the final delivery charge will be shown at checkout. We may be unable to deliver certain products to particular countries because of carrier, safety, legal or import restrictions.

You are responsible for confirming that the products may lawfully be imported into and used in the destination country.

Unless checkout expressly states that duties and taxes are included:

The recipient is responsible for import duties, customs charges, local taxes and clearance fees;
Lumiscent cannot predict or control those charges;
Customs authorities may contact the recipient directly; and
Delivery may be withheld until the relevant charges or information have been provided.

If an international shipment is refused or returned because duties were not paid, customs requirements were not completed or the product could not lawfully be imported, we may deduct reasonable, irrecoverable delivery, return, customs and handling costs from any refund where legally permitted.

Mandatory cancellation and consumer rights remain unaffected.

5. Dispatch confirmation and tracking

Where tracking is available, we will send a dispatch confirmation email containing the tracking details supplied by the carrier.

Tracking information may take time to become active after dispatch. Carrier scans and delivery estimates are controlled by the carrier and may not update in real time.

You are responsible for monitoring tracking information and responding to reasonable delivery instructions.

6. Delivery addresses

You must provide a complete and accurate delivery address, postcode and contact information when placing your order.

Please check these details carefully before submitting the order. Contact us immediately if you discover an error.

We cannot guarantee that an address can be changed after an order has entered processing or been dispatched.

If an order cannot be delivered because the address or contact information supplied was incomplete or incorrect, we may charge reasonable redelivery or return costs where legally permitted.

We are not responsible for delays caused by inaccurate information provided by the customer.

7. Failed, refused and uncollected deliveries

You are responsible for cooperating with reasonable delivery arrangements and collecting a parcel where the carrier directs you to do so.

If an order is returned to us because it was:

Refused;
Not collected;
Undeliverable due to inaccurate information;
Not accepted after reasonable delivery attempts; or
Returned following failure to pay applicable import charges,

we may require payment of reasonable redelivery costs before sending it again.

If the order is cancelled or refunded, we may deduct reasonable and irrecoverable delivery or return costs where the law permits.

Refusing delivery or failing to collect an order does not, by itself, necessarily constitute valid notice that you are exercising a statutory cancellation right. Cancellation should be communicated clearly to hello@lumiscenthome.com.

8. Authority to leave and nominated recipients

If you ask a carrier to leave a parcel in a particular safe place, with a neighbour, concierge, reception desk or another nominated recipient, the carrier may treat delivery in accordance with those instructions as completed.

Please choose delivery instructions carefully. We may consider any instructions, delivery photograph, GPS information, signature or carrier scan when investigating a reported delivery issue.

This section does not exclude responsibility that legally remains with Lumiscent.

9. Risk and ownership

For consumer orders, the goods remain at Lumiscent’s risk until they are delivered into the physical possession of:

You; or
A person identified by you to receive them.

If you independently arrange a carrier that Lumiscent did not offer, risk may pass when the goods are handed to that carrier, as permitted by law.

Ownership of the goods does not pass until Lumiscent has received full payment.

10. Lost orders

If tracking has not updated or your parcel has not arrived within a reasonable period after the estimated delivery date, contact us at hello@lumiscenthome.com.

Please provide:

Your order number;
The delivery address;
The tracking number, if available; and
Any relevant information received from the carrier.

We may ask you to check with other occupants, neighbours, reception areas or the carrier before opening an investigation.

Carrier investigations can take time. You agree to provide reasonable cooperation and any declaration or evidence required to investigate the loss.

If the parcel is confirmed lost before risk has passed to you, Lumiscent will provide the remedy required by law, which may include a replacement or refund.

11. Damaged deliveries

Please inspect the parcel and products promptly after delivery.

If an order arrives damaged, contact hello@lumiscenthome.com as soon as reasonably possible and provide:

Your order number;
A description of the damage;
Photographs of the product;
Photographs of the internal and external packaging; and
Photographs of the shipping label where requested.

Please retain the product and packaging while we investigate. The carrier or Lumiscent may need to inspect them.

Prompt evidence helps us establish whether the damage occurred in transit. A delay in reporting damage will not remove a statutory right, but it may affect our ability to investigate its cause.

Where transit damage is established, we will provide an appropriate replacement, repair, refund or other remedy in accordance with applicable law.

12. Separate shipments

We may dispatch an order in more than one parcel where reasonably necessary because of product availability, packaging requirements or fulfilment arrangements.

You will not be charged additional delivery fees solely because we choose to split an order after it has been accepted.

Separate parcels may arrive on different days.

13. Changes and cancellations before dispatch

We will try to help, but we cannot guarantee changes or cancellation after processing has begun.

If the order has already been dispatched, it will normally need to be handled under our Return and Refund Policy. Applicable statutory cancellation rights remain unaffected.