Shipping & Returns Policy

Standard Delivery Free*

UK – Royal Mail Tracked Standard: £4.99 (2-5 working days) (*FREE Shipping for orders over £29)
EU / EAA – chronoposts (DPD) classic tracked £5.99 (2-5 working days) (*FREE Shipping for orders over £49)

Express Delivery

UK – Royal Mail Tracked 1st class £5.99 next working day Royal Mail 1st Class
EU / EAA – chronoposts (DPD) Express tracked or DHL Express £9.99 (1-2 working days)
North America: DHL Express Tracked delivery: £29.99 (1-2 working days)
Worldwide: DHL Express Tracked delivery: £49.99 (1-2 working days)
USA: UPS/DHL Express Tracked delivery: £11.99 (1-3 working days)

*We are currently shipping to Ukraine. There is an additional surcharge of £17 applied at checkout for each shipment to Ukraine.

Dreams Advent Calendar Delivery

*P&P as below. Please allow 2 to 5 working days for delivery, subject to location.

UK – DHL Tracked delivery: Free (1-2 working days)
EU / EAA – DHL Tracked (DPD): Free (2-5 working days)
USA – UPS/DHL Express Tracked delivery: £11.99 (1-3 working days)
North America/South America – DHL Express: £29.99 (Estimated 5 working days)
International Delivery outside UK / EU / EAA / NA / SA – DHL Express: £49.99 (Estimated 5 working days)

Order placed before 12:30 PM (BST) are dispatched the same day.

Pre-orders shipping from mid-August 2024*.

All Orders Placed By

12:30 PM BST will be shipped the same day

Otherwise orders will be shipped within 24 hours.*Excluding Advent Calendars

Free express shipping does not apply to remote areas. Additional charges will apply on these postcodes - Click here for a full list.

Shipping for Promotional Campaigns:

Promotional campaigns are available for mainland shipping only. Due to additional charges, we are unable to deliver promotional campaigns to islands and remote areas. Orders will be cancelled and receive a full refund.

Returns Policy

Updated on 23 April 2021.

We have a 30-Day Return Policy: 14 days to notify us in writing through our Contact Us page, chat, or by emailing us at customerservice@sentierfragrance.com, and 15 days to make sure the product gets returned to us.

The safest way is to return it by tracked delivery and by keeping a copy of your proof of postage. Once we have received your product back, we will endeavour to complete the refund in less than 5 working days. Please ensure the items you are returning are unopened and unused, and in any original packaging. Unwanted goods must be in pristine condition, otherwise we will not be able to process your refund.

What Should I Do If I Receive an Incorrect Item?

We have high standards when it comes to packaging your order, however mistakes may occur from time to time. Please accept our apologies if you have received an incorrect item. As part of our customer objectives, we will do our utmost to resolve your query with speed, ease, and with absolute minimal inconvenience.

We will review each case individually when considering the return of the product; in some cases, we may require further information such as pictures so we can choose the best course of action. Our aim is to provide the best solution for you as quickly as possible.

What Should I Do If My Item Is Damaged?

Although we take care to prevent any damage to your goods during transit, it is possible that some problems may arise. Please accept our apologies if you have received a damaged item.

We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may actually result in a delay of the parcel being returned.

You can contact us through our Contact Us page, chat, or by emailing us at customerservice@sentierfragrance.com. Where possible, please attach any pictures you have of the damage to the message. A member of our team will review the details and offer the best resolution to resolve your query.

How Do I Report a Fault with My Product?

We take all complaints regarding the quality of our products very seriously and we will need to investigate the reported fault in more detail.

In order to do this, we ask that you contact us through our Contact Us page, chat, or by emailing us at customerservice@sentierfragrance.com. Please provide details of the fault and attach pictures to your message where possible.

How Do I Arrange a Return?

Please contact us through our Contact Us page, chat, or by emailing us at customerservice@sentierfragrance.com and a member of our team will arrange your return.

You will need to obtain a proof of postage receipt when you send your item to us. Proof of postage does not cost anything but without it, we may not be able to process your refund or replacement in the rare event that your item is lost in transit. If you request a replacement and the product is no longer available, we will process a refund back to the original account used to purchase the item.

Any item you have accepted and then returned is your responsibility until it reaches our warehouse safely. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.

Note that if you purchased Sentier products in-store or through another retailer or website, please contact that store directly to enquire about their return policy as we are unable to process such refunds.

Will You Refund My Postage Costs to Return an Item?

We are more than happy to refund postage costs to return an item where the return is required due to our error, including:

If we sent you the wrong item
If the item is damaged or faulty
Where you are returning a substitute item which you do not want to keep

We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you. Again, we recommend using a delivery service that insures you for the value of the goods.

We will not refund postage costs to return any items due to reported damage or fault where no error was found in the testing process. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.

Coming Soon / Out of Stock / Backdated Items

If an item selected is temporarily out of stock at the time of your order, it will be noted on your packing slip. We aim to ship coming soon items on the suggested date, however on some occasions this may be before or after this date. The cancellation period for these items starts from the moment of the initial order. Products on the back-order will be delivered as soon as they are available. In all circumstances, you will be charged the original price for the item and it will be delivered to you as soon as available.

Complaints

If you are not satisfied with the way in which we have handled the return or replacement of any item, we want to hear about this. Our aim is to resolve the matter for you and ask that you please contact us by email at customerservice@sentierfragrance.com or call us on +44 (0)2032 866 016.

*All Delivery Times and Prices may vary and are subject to change.

** SET Absolute adventurer day and night experience (2pcs) can only be shipped with 'P&P - UK Royal Mail Standard'. Delivery Estimate: 3-5 Working Days. P&P fees are £4.99.