Shipping policy
lugna [lu-na] home fragrance ("we" and "us") is the operator of (https://info@lugnahomefragrance.co.uk) ("Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.
General
Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.
Creating hand poured soy wax candles takes time, and for a fully prepped candle can take up to 10 days (to allow the scent to fully settle) so there can be delays when a re-stock is needed. We aim to have products available at all times, however when demand is high a re-stock can take time but we will display a date once available.
Delivery Costs
Dispatch aims to be within 1-2 business days. Delivery aims to be within 2-3 business days. Faster delivery is available at checkout for select parcels.
Standard delivery to addresses in the UK - £4 (2nd class)
Standard delivery to addresses in the UK - £5.50 (1st class)
Any delivery which exceeds 1kg for addresses in the UK - £7.00 (2nd class)
We offer local collection from Brighton + Hove only. Please select this option at checkout and text 07792349369 to arrange collection.
This price will be the final price for delivery cost to the customer.
Delivery Terms
Transit Time Domestically
In general, domestic delivery are in transit for 2 - 7 days
Internationally
Currently we are not shipping internationally.
Dispatch Time
Orders are usually dispatched within 2 business days of payment of order
We operate Monday - Friday during standard business hours, except on national holidays at which time we will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.
Change Of Delivery Address
For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.
P.O. Box Shipping
lugna [lu-na] home fragrance will be unable to deliver to P.O.Box addresses.
Items Out Of Stock
If an item is out of stock, we will cancel and refund the out-of-stock items and dispatch the rest of the order.
Delivery Time Exceeded
If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation
Parcels Damaged In Transit
If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps.
Duties & Taxes
Sales Tax
Sales tax has already been applied to the price of the goods as displayed on the website
Cancellations
If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.
Insurance
Parcels are insured for loss and damage up to the value as stated by the courier.
Process for parcel damaged in-transit
We will process a refund or replacement as soon as the courier has completed their investigation into the claim.
Process for parcel lost in-transit
We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.
Customer service
For all customer service enquiries, please email us at info@lugnahomefragrance.co.uk