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Shipping & Returns

Delivery Costs:

For UK orders over £30.00 (£35.00 EU) – shipping is FREE


Standard UK (mainland) delivery (1-3 working days) - £3.20

Recorded UK (mainland) delivery (1-3 working days) - £4.50

Special UK (mainland) delivery (before 1pm next working day) - £10.50

Standard EU delivery (5-7 working days) - £3.95

Recorded EU delivery (4-6 working days) - £7.95

Standard Rest of World delivery (7-14 working days) - £7.70

Recorded Rest of World delivery (2-5 working days) - £14.50

Special Rest of World delivery (Orders over £50.00  2-5 working days) - £10.00

Next Working Day Delivery:

Please ensure your order is placed before 12 noon if you are requiring next working day delivery.  Orders placed after this time will be despatched on the following (working) day.

Other Delivery Information:

We endeavour to dispatch orders for standard delivery the day following purchase.  Please allow 3 working days for standard delivery in the UK (mainland) and up to 7 working days for standard delivery within the EU and up to 14 working days for standard delivery to the rest of the world.  

Please ensure all delivery address details are entered correctly.  Once despatched, we are unable to amend delivery details.  If you provide an incorrect or incomplete delivery address at the time of your order it will be your responsibility to pay all the associated re-delivery costs.  

If your delivery address is outside of the UK, you may be required to pay import duties and taxes when your order reaches your country.  These and any additional charges for customs clearance are entirely your responsibility.  We have no control over these charges and cannot predict their amount.  Please contact your local customs office for further information before placing your order if you have any queries.

Please also note that you must comply with all applicable laws and regulations of the country for which the products are destined.  We will not be liable for any breach of any such laws by you.

If the recipient is not in when special delivery is attempted, the package may either be left with a neighbour or a card will be left with details of how the item can be collected or redelivered.   If you do not arrange collection/redelivery within the specified time shown on the card, the goods will be sent back to us and we will refund the price of the goods excluding any postage costs.

 

Damaged or Incorrect Products:

All items are thoroughly checked prior to despatch, but in the unlikely event that (a) your product(s) (not including packaging) arrive damaged or (b) you receive the incorrect product, please notify us within 48 hours of receiving them at hello@sacredelephantincense.com to inform us (including photographic evidence of the damage/wrong item).  Claims reported outside of this time will not be accepted for return.

Once we have assessed your claim we will make arrangements for a replacement or the correct item to be delivered to you.  You will be asked to return the damaged or wrong item to us.

Should your parcel show signs of damage on receipt, please take photographic evidence of the damaged area(s) if possible.  This will assist in any claims which may occur at a later date. 

 

Delayed or Lost Orders: 

In the case of a delayed parcel, we will attempt to locate the parcel.  If we are unable to locate it, we will ask you to fill out a missing parcels form in order that a claim can be made, and replacements sent. 

Our delivery partners consider a parcel lost after a period of:

  • 5 working days for UK orders sent via Special delivery,
  • 10 working days for UK orders sent via Standard delivery,
  • 20 working days for orders sent to Europe via Standard delivery, and
  • 25 working days for International orders sent via Standard delivery has passed.

We are unable to send replacement items until this period of time has elapsed.  

 

Returns:

We hope that you are happy with your purchase, but if you wish to return an item for an exchange or refund goods may be returned at your own expense and risk within fourteen (14) days of receiving them. 

Please return the item(s) to us at the specified address below.  Goods must be returned in the same new and unused condition in which you received them, and in the original packaging wherever possible. 

All returned goods will be examined upon receipt.  Refunds will be applied within fourteen (14) days of goods being received back by us using the same method originally used by you to pay for your purchase.

Any costs associated with postage and packaging (including original shipping and packaging cost and the cost of returning the item to us) will not be reimbursed. 

We recommend you return goods via a recorded/insured method, as we cannot be held liable for goods lost or damaged in transit, and we cannot provide a refund or exchange if we do not receive the original goods back in their original condition. 

Specified address to return goods (at your own cost and risk) to:

Sacred Elephant Incense
35 Llwyn Passat
Penarth Marina
Penarth
Vale of Glamorgan
CF64 1SE

 

PLEASE NOTE: NO REFUNDS ARE GIVEN TO PURCHASES OUTSIDE OF THE EU.

 

Refunds:

If you require a refund, we will refund the price of goods (excluding shipping) returned as soon as possible, and, in any case within fourteen (14) days of goods being received back, using the same method originally used by you to pay for your purchase.  

Any costs associated with postage and packaging (including original shipping and packaging cost and the cost of returning the item to us) will not be reimbursed. 

If your order value after returning your item(s) no longer qualifies for free shipping, delivery charges will be deducted from your refund. 

If you used a promotional code and your order no longer qualifies, the promotional value will be deducted from your refund. 

If you received a free gift and your order no longer qualifies, the free gift must be returned or its value will be deducted from your refund.

 

Exchanges:

If you require an exchange, we will despatch replacement items to you as soon as possible, once the original goods have been received back, subject to availability.  Please note: should you wish to exchange an item, we will charge you postage to send the replacement goods.  If the replacement item you require is not available, we will offer you an alternative or refund (excluding postage costs).

 

Cancelling Your Order (Contract):

Under the Consumer Contracts Regulations 2013 you have the right to cancel your order within a period of fourteen (14) days.  The period of 14 days begins on the day after the day you, or the person that you ask us to deliver the goods to, receive your goods. 

If you wish to cancel your contract, we require notification either in writing to: Sacred Elephant Incense, 35 Llwyn Passat, Penarth Marina, Penarth, Vale of Glamorgan, CF64 1SE, or by email to: hello@sacredelephantincense.com (please ensure you retain durable proof of your cancellation).  

Please note: we provide a Cancellation Form which can be downloaded from our website, and which you may fill in and send back to us.

Orders may be cancelled before they are despatched by calling us on (+44) 07718 136 014 between 10am and 5pm Monday to Friday (excluding bank or public holidays) to let us know you wish to cancel your order.  If the goods have already been despatched, then those items must be returned to us at your own expense and risk within fourteen (14) days.

You must take reasonable care of the goods and may inspect and assess them, but not use them.  We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

You must return goods to us (at your cost) to the specified address above, in their original packaging wherever possible, within 14 days of informing us of your wish to cancel.  If you return goods to us, we will not be responsible for any loss or damage to them during transit and we recommend that you use a recorded or secure delivery method and retain a proof of postage.  If goods are lost or damaged in transit, we may charge you, or not refund to you, amounts that are attributable to the loss or damage. 

A refund will be issued within 14 days after our receipt of the item(s), assuming they reach us in the same condition in which they were sent and within the allotted time, using the same method originally used by you to pay for your purchase.  Any paid delivery charge will be included in your refund once we have received all (not part) of your order to the specified address below.  

Please note: the delivery charge refund will be to the value of basic, standard delivery only.  Also, if you only return part of your order we cannot refund the delivery.  Your return cost will not be refunded.

For full details of your rights under the regulations, please contact your Citizens Advice Bureau or a Solicitor.

 

Our Shipping & Returns Policies do not in any way affect your statutory rights.