Delivery

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WHAT ARE YOUR DISPATCH TIMES?

You’ve placed your order and now you can’t wait for your home to smell beautiful! Therefore, we work hard to ensure that dispatch times are as quick as possible. We aim to dispatch within 2 working days so if you order on Monday, we aim to dispatch by Wednesday and if you order on Thursday, we aim to dispatch by Monday. Our ‘Post Days’ are Mondays, Wednesdays and Fridays.

We use Royal Mail 2nd Class as our standard Mail Carrier for UK orders. Once your parcel is dispatched it should be delivered within 2-4 working days. We also offer an Express Tracked service which delivers within 1-2 working days (Mon-Sat) from dispatch. The Express Tracked dispatch time (the time it takes for us to process your order) remains the same. Orders sent via this method will be sent by DPD (or on occasion Royal Mail Tracked 24).

During busy periods such as Christmas and Black Friday etc all carriers advise that these times may be longer so please bear that in mind when ordering.

We reserve the right to extend our dispatch times however we will always endeavour to contact you should we encounter a delay to your shipping on our end. Once parcels are with mail carriers we unfortunately do not have any power over delivery.

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I’M WORRIED THAT I WON’T BE IN FOR MY PARCEL

All orders will be sent as Parcels so unfortunately if the Postie misses you and you’ve selected Standard Delivery (Royal Mail) it’ll mean a trip to the Sorting/Delivery Office, or maybe if they’ve been really kind it will be left with a neighbour or in your safe place. We cannot be held responsible for the loss of a parcel due to the Postie being unable to deliver direct to you. In the event of a parcel going missing after being recorded as delivered, a crime reference number will need to be obtained by you before an investigation can begin.

If you have selected Courier (DPD) shipping, delivery will be attempted twice (Mon-Sat only). Should they be unable to deliver directly to you, a safe place or a neighbour then it will be returned to sender (us). Please note that we incur costs of returning to sender so therefore any refund due to non delivery will have the original P&P and additional RTS fee deducted.

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I’VE PUT THE WRONG ADDRESS ON MY ORDER. PLEASE HELP!

We’ve all been there! If you notify us prior to dispatch we will always amend to the correct address. Simply send an email to info@malahomefragrance.co.uk with your order number and details. If an order has been dispatched unfortunately we cannot make any changes and we cannot be held responsible for loss of monies due to an order being sent to an incorrect address, unless the order is returned to us unused and in perfect condition as per our Returns Policy.

Please note that if Shopify flag an order as potentially fraudulent and you request to change addresses we must cancel the order and ask you to place a new one with the correct details. This is to protect you and us.

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I’M STILL WAITING ON MY DELIVERY AND IT’S BEEN LONGER THAN 14 WORKING DAYS SINCE DISPATCH

Oh no! This is our worst nightmare but don’t worry; we obtain Proof of Postage for all orders so please do get in touch and we will look into the issue/raise the non-delivery with Royal Mail (UK) or Courier Service. Please be aware that as a small business we need to liaise with the Mail Carriers and begin their non-delivery process before we can send out a replacement but we will always work as quickly as we can on our end.