Delivery & Returns

Postal Delivery 

We try to make your shopping experience as smooth and enjoyable as possible right down to the delivery of your carefully chosen Scentscape®. We understand that everyone would like their new purchase as soon as possible, for this reason, we endeavour to dispatch all orders within 48 hours, subject to stock availability.

delivery options

Standard UK delivery costs

  • £4.72 per order up to 1KG (Royal Mail 2nd Class Delivery - Signed For). Please allow 5-7 working days for the goods to arrive.

  • £5.40 per order up to 1KG (Royal Mail 1st Class Delivery - Signed For). Please allow 2-3 working days for the goods to arrive.

  • Express UK with DPD Next Day Delivery (Door to Door) costs £10.79 per order. Orders must be received before 12pm for Next Day*.

  • Global Delivery - We’d love nothing more than to have our Scentscapes® in homes and your chosen sanctuary spaces all around the world and therefore please contact us about international orders. International ordering is simple, orders can be taken online or by phone. 

    For larger items or bulk orders, please contact us prior to ordering so that we can provide a quote for delivery. Please call 07966 675429 or email at heloise@heloiseohagan.com

From personal experience, we understand that sometimes there may be an urgent need for delivery, especially around Christmas time or if you’re sending our candles to help someone celebrate with one of our Scentscapes®. Therefore if you require immediate delivery on any of our items please contact us and we will endeavour to get the goods to you as soon as possible.

*Next Day Delivery is Next Working Day. If you place your order on Saturday for example, your parcel will arrive on Tuesday.

We cannot accept liability for any delivery instructions issued to the delivery company by the customer. If you leave instructions requesting a parcel to be left in an alternative location, for example with a neighbour or in a garage, we cannot accept responsibility if you fail to receive your parcel.

Please note: Saturday and Sundays are not classed as working days by us or our delivery carriers. 

During peak times, particularly Christmas, Standard deliveries can take up to 7 working days but we will of course aim to deliver sooner, where ever possible.

If you require more information please contact us on 07966 675429 or heloise@heloiseohagan.com

 

RETURNS

We hope you love our products as much as we do. However if you are not entirely satisfied with the goods purchased directly via our online store you can return them to us for a refund or exchange.

Items are carefully inspected and packaged before they are shipped. Damage occurring en route is highly unlikely however should this occur please contact us as soon as possible. Keep all of the original packing material and we’ll provide you with instructions. We’ll investigate the fault or damage immediately.

We ask that you notify (via heloise@heloiseohagan.com) and return them to us within 7 days. 

The returned products must be new, in perfect condition suitable for resale and in the original packaging (this must also be in perfect condition and suitable for resale). All fragile items must be securely packaged. We strongly recommend that you obtain proof of postage for the goods as we can take no responsibility for goods lost in transit.

We will be happy to issue a refund, which will go onto the original payment method used when you made your purchase. We are not able to refund any postage charges.

Our Returns Address is:

Please email heloise@heloiseohagan.com for our Returns Address.

Unfortunately, we cannot offer exchanges for orders placed online. Please return your item/s by post and place a new order.

Please provide proof of purchase when returning an item. If you are unable to provide proof of purchase, an exchange or gift card to the value of the lowest-selling price for the returned goods will be offered. A refund will be offered regardless if the items are faulty.

Once your parcel has been received by our team it can take up to five days to process your return and please remember - once the refund is processed - that it can take up to 5 days for the funds to appear on your card statement.

In the unfortunate event of goods arriving damaged and/or faulty, please contact us immediately on 07966 675429 or heloise@heloiseohagan.com

If you have any further questions regarding the return of your item or have any feedback that would make your experience easier please do not hesitate to contact us on 07966 675429 or heloise@heloiseohagan.com

Press

Heloise O Hagan would be delighted to provide you with more information on press releases and product loans. High-resolution images are available for products in both cut-out and lifestyle shots.

Please don’t hesitate to contact us with any enquiries on 07966 675429 or heloise@heloiseohagan.com