SHIPPING & RETURNS POLICY
For any other information, take a look at our FAQ’s or contact us.
Delivery is free on orders over £80 in the UK.
For orders under £80 a flat fee of £4.95 is charged for standard UK postage.
For EU, recorded shipping is £12.
Anywhere outside of the EU is sent track and signed £14.
Orders are usually dispatched within 2 business days, although dependent on the volume of orders we receive, it may take a day or two longer. We ask that you allow up to 7 working days for an order in the United Kingdom to arrive, and up to 15 working days for overseas. It’s usually less, but just in case.
If you ever need an order urgently or have any questions about your order, get in touch, we’re always happy to help.
Please contact us if your order is outside of its estimated delivery time. Proof of postage can be provided if required.
Please check that all delivery details are entered correctly at the time of your order. Once your order has been despatched, we cannot amend any delivery details. If your delivery details are incomplete at the time of placing your order, it will be your responsibility to pay any re-delivery costs. If the item is lost or doesn’t get returned back to us because of incorrect information supplied by the customer, then no refund will be made and you will have to re-order. We take no responsibility for orders dispatched to incorrect addresses.
If you add a delivery note for Royal Mail or the courier company, we are no longer liable for any orders that are misplaced, stolen or not reachable. If at that point, our tracking shows as delivered, the responsibility is with the customer.
If you request your parcel to be sent to any chosen safe place, different location, neighbour or request from the postman to call you, the parcel is then the customers responsibility.
Outside of the UK, you may have to pay import duty/taxes when the parcel reaches your county. Please be aware that you are responsible for any and all international taxes and import fees that might be incurred. Every country varies in amounts and laws. You might want to check the cost and policy before you place an order. The Import and VAT taxes are not included in the price.
If you are not in when delivery is attempted, a card will be left with details of how the item can be collected or redelivered. If you do not arrange re-delivery, or collect your package within the allocated time shown on your card, the package will be sent back to us. We will then refund the cost of the product excluding any postage costs.
Returns & Exchanges
We hope that you love everything you receive. However, if you need to return an item, it needs to come back to us unused, undamaged and in its original packaging within 14 days of you receiving them. This will be at a risk and cost to you.
We will give a full refund when the item has been returned to us, but the cost of return postage is the buyer’s responsibility.
We check all of our products before they are dispatched or put on the shelves. If for any reason, you find a fault or problem with an item once you received it, you are able to return or exchange the items within 21 days of purchase. However, if a fault or problem is found after the 21 days period, we, unfortunately, can no longer refund or exchange your item. If an item has been specifically made to order or has been personalized, then we will not be able to offer a refund on this item.
If you receive a damaged/ incorrect product (not including packaging), please email us within 48 hours of receiving them at firstname.lastname@example.org to inform us (including photographic evidence). Claims reported outside of this time will not be accepted for return.
If you received a free gift or samples, they must be returned along with your order or its value will be deducted from your refund.
If you require an exchange, we will despatch replacement items to you as soon as possible, once the original goods have been received back unused, undamaged and unopened. This is subject to item availability. If you wish to exchange an item, we will charge you postage to send the replacement goods. If the replacement item you require is not available, we will offer you an alternative or refund (excluding postage costs).
We recommend you return goods via recorded delivery, as we cannot be held liable for goods lost or damaged in transit, and we cannot provide a refund or exchange if we do not receive the original goods back in their original condition.
Temple of Incense
Unit 31, Capital Business Centre
22 Carlton Road
Your balance will be refunded within 7 days after you returned the items.
Any costs associated with postage and packaging (including original shipping and packaging cost and the cost of returning the item to us) will not be reimbursed.
If you need to cancel an order, please let us know ASAP after you’ve placed it. We cannot cancel your order if it has already been posted. In which case, you can send the parcel back with 14 days but the return postage will be at a cost to you. Please see the refund policy above.
If in doubt, contact us, we’re always happy to help.