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At Urban Scents, we aim to provide a fast, reliable, and transparent delivery experience for all customers.
Orders placed Monday to Friday before 3:00 PM (UK time) are dispatched the same day, excluding bank and public holidays.
Orders placed after 3:00 PM, on weekends, or during bank/public holidays will be processed on the next working day.
We work closely with trusted courier partners to ensure safe and timely delivery of your order. Our primary delivery partner is:
In some cases, we may also use:
We value transparency and keep our customers informed throughout the shipping process.
You will receive regular email updates regarding your order status. Once tracking information becomes available, an automated email will be sent containing:
Please check your Spam or Junk folder if you do not receive our emails.
If your parcel appears damaged, tampered with, opened, or resealed upon delivery, we strongly recommend refusing the delivery and contacting us immediately.
If you accept the parcel and later discover damage or tampering, you must contact the courier company directly to obtain evidence of the issue. Failure to provide supporting evidence may affect our ability to issue a refund or replacement.
If your tracking status shows “Delivered” but you have not received your parcel, you must notify us within 10 days of the recorded delivery date.
To process a claim, customers must:
If the courier confirms the parcel was delivered incorrectly, we will review the case and may issue a replacement or refund where appropriate.
Please note:
Failure to provide sufficient evidence may result in the claim being declined.
For any shipping-related questions or support, please contact us at:
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