Shipping policy

Delivery Terms

Xscent Online does not accept liability for shortages, damages or incorrect items being delivered unless the customer notifies Xscent Online within 48hrs of delivery with photographic evidence of all damaged/incorrect items.

No specially-made or custom printed item can be returned.

Undelivered Items

Our couriers will make multiple attempts to deliver your item. In the event that you are not available to receive your package, they will leave a calling card containing necessary information to arrange re-delivery. Please ensure prompt action to avoid any inconvenience.

If an item is returned to us due to unsuccessful delivery attempts, there will be a handling charge of £15, in addition to the cost of resending the item.

How do I check the status of my order?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.

If you haven’t received your order within 2 days of receiving your shipping confirmation email, please contact us at sales@xscent.co.uk with your name and order number, and we will look into it for you.

Shipping to P.O. Boxes

We are unable to send items to PO Box or British Forces.

Refunds, returns, and exchanges

No specially-made or custom printed item can be returned.

We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.

For any authorised returns, the buyer is responsible for the return postage.

If you have any further questions, please don't hesitate to contact us at sales@xscent.co.uk.