Welcome to ANISENCE’s one-stop guide for delivery, tracking and returns. If anything isn’t clear, message us at [info@anisence.com] and we’ll help.

1) Where we ship

• United Kingdom - all regions.
  
• International - many countries worldwide. If we can’t ship to your country, we’ll contact you immediately and refund your order.

2) Processing times (before dispatch)

• In-stock items: 3-5 working days to process (Mon-Fri, excluding UK bank holidays).
  
• Orders placed after 12:00 (noon): begin processing the next working day.
  
• Pre-orders: ship in the stated release window on the product page (details below).
  

You’ll receive a dispatch email with tracking as soon as your parcel leaves us.

3) UK delivery options

Royal Mail Tracked 48 - FREE

Estimated 2-4 working days from dispatch. Tracked with delivery updates.

Royal Mail Tracked 24 - Paid upgrade

Estimated 1-2 working days from dispatch. Price shown at checkout.

Royal Mail Special Delivery Guaranteed - Paid upgrade

Next working day delivery (by 1pm to most UK postcodes).

Order by 12:00 (noon), Mon-Fri. Price shown at checkout.

Delivery timeframes are estimates provided by the carrier and exclude our processing time and UK bank holidays.

4) International delivery

Standard Untracked/Tracked (via Royal Mail or Evri / handed to your local postal service or equivalent)

Estimated 7-14 working days from dispatch.

Customs, duties & taxes (very important)

• International orders may incur import duties, taxes and handling fees charged by your local customs or delivery partner upon arrival.
  
• These fees are not collected by ANISENCE and are the customer’s responsibility.
  
• We always include accurate customs paperwork. If charges are refused and the parcel returns to us, we can refund the product(s) minus original shipping and any return fees charged by the carrier.

5) Pre-orders & mixed orders

• Pre-order items display an estimated shipping window on the product page.
• If your basket contains both in-stock and pre-order items, the order ships together when all items are ready.
• Want in-stock items sooner? Place separate orders.
• If a pre-order date changes, we’ll email updates.

6) Tracking your order

• You’ll receive a tracking link via email at dispatch.
• You can also track anytime on our [Track Order] page using your order number and email.
  

Tracking not updating?

• Carriers can take 24-72 hours to scan the first event.
• If there’s no movement after 5 working days (UK) or 10 working days (international), contact us and we’ll investigate.

7) Delivery issues & address errors

Wrong or incomplete address (customer input):

• Message us within 1 hour of ordering and we’ll try to amend before dispatch.
• If the order ships to the wrong address and is returned to us, we can reship (postage charged) or refund the products minus the original shipping cost.
  

Missed delivery / uncollected parcels:

• If a parcel is returned to us as “uncollected” or “refused”, we’ll refund the products minus original shipping and any return fees. Reshipment is available for the cost of postage.
  

Declared delivered but not received:

• First, check safe places, neighbours, and your local delivery office.
• Contact us within 7 days of the delivery scan; we’ll open a carrier investigation.

8) Returns, exchanges & cancellations

We want you to love your fragrance. Please read carefully - perfumes are classed as hygiene/scent products, so some items are return-restricted.

8.1 Change-of-mind returns (UK & international)

• Time window: notify us within 14 days of delivery; then return within 14 days of approval.
  
• Condition: items must be unused, unopened and in original packaging with any hygiene seals intact.
  

Exclusions (non-returnable):

Opened or used fragrances (including 5ml sprays)

• Opened blotter/sample card sets
• Gift cards
• Personalised or custom items

Process: email [info@anisence.com] with your order number. We’ll provide the return address and instructions.

• Return postage: customer’s responsibility (we recommend tracked).
  
• Refunds: to the original payment method within 14 days of receiving and inspecting your return. Original shipping fees are non-refundable.
  

UK customers retain statutory rights under the Consumer Contracts Regulations; the above outlines how to exercise them for our product types.

8.2 Damaged, faulty, or incorrect items

Please email [support@anisence.com] within 7 days of delivery with:

• Order number
• Photos of the outer box, inner packaging and the item(s)
• We’ll replace or refund promptly once verified. If a carrier claim is required, we’ll handle it with you.

8.3 Allergies & scent preference

• Fragrance is personal. We recommend starting with a blotter set or 5ml.
• We cannot accept returns of opened/used fragrances due to allergy/scent preference. If you experience irritation, discontinue use and contact us; unopened items remain returnable within the standard window.

8.4 Exchanges

The fastest way to swap is to return (per 8.1) and place a new order for your preferred item/size.

8.5 Order cancellations

• Request a cancellation by emailing [info@anisence.com] within 1 hour of purchase (during working hours).
  
• If your order has already been processed or shipped, please follow the returns process above.

9) Packaging & sustainability

• All ANISENCE packaging is fully recyclable.
• Bottles are cushioned with protective materials designed for safe transit.
  
• We strive to minimise plastics and use paper-based fillers wherever possible.

10) Holiday periods & delays

Peak seasons (e.g., November-December) and public holidays can extend processing and transit times. Please order early if you need delivery by a specific date.

11) Need help?

We’re here Monday-Friday.

Email: [info@anisence.com]

Track your order: [Track]

FAQ: [FAQ]