Once your order is ready to dispatch...

How much are carriage costs?

Mainland England, Scotland & Wales
- Orders over £350 before VAT will be delivered free.
- Orders below £349.99 before VAT will incur a standard flat rate of £8.95* per box.

Scottish Highlands
(Postcodes: AB10-32, AB33-39, AB41-56, FK19-21, IV1-28, IV30-37,IV40, IV52-54 IV63, KW1-14, PA21-35, PA36-40, PH15-26, PH30-32, PH49, PH50
- All orders will incur carriage costs, will find the best rate and call you to arrange payment.

Scottish Offshore
(Postcodes: HS1-9, IV41-51, IV55-56, KA15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1-3)
- All orders will incur carriage costs, we will find the best rate and call you to arrange payment.

Rest of UK (across water), Europe, USA & the rest of the world
- All orders will incur carriage costs, we will find the best rate and call you to arrange payment. You will also be responsible for all customs and duty charges in accordance with your country’s import rules.

How do you send my delivery?
If your order fills 7 boxes or more we will arrange to send it on a pallet - we will contact you to make sure that you are able to receive a pallet. Otherwise we will send well-packaged boxes via our courier.

Do you deliver at weekends?
Our deliveries are scheduled for Monday-Friday (excluding bank holidays). Saturday deliveries are possible if required and may incur surcharges which we would communicate prior to dispatch and pass on to you.

Do you send products overseas?
We have many overseas customers, and will happily ship products worldwide. Candles and incense are straight forward to deliver, we can issue a qualifying letter to prove originating status for qualifying goods so duties should NOT be paid. If you would like to order reed diffusers and room sprays, please contact our sales team (contact@heavenscent.co.uk) as certain fragrances require different shipping methods. Also, due to Brexit, cosmetics (any product that comes into contact with skin) are troublesome unless the overseas customer assumes the role of 'responsible person'. 

Do you offer drop shipping?
We do not offer drop shipping - we will deliver your order to your central designated delivery point for you to distribute.

How do I report a damaged or missing item?
While every care is taken when packing your order, accidents can happen after orders leave our warehouse. We ask you to carefully check your order on arrival and if there are any breakages, please call or email our dispatch team (heavenscentincense@gmail.com) within 72 hours of your order arriving. You won't need to return your damaged goods, but ask that you send photos along with a list of all products (including aromas) that have succumbed to breakages. Our accounts team will then issue a credit note.