Shipping policy

Thank you for shopping with Decantique. This Shipping Policy explains how and when your order will be dispatched, delivered, and handled by postal carriers.

PROCESSING TIMES

We aim to dispatch all orders within 1–2 working days (Monday–Friday, excluding bank holidays).
During busy periods, processing may take slightly longer, but we always work to send orders as quickly as possible.

You will receive a confirmation email when your order has been shipped.

SHIPPING METHODS & ESTIMATED DELIVERY TIMES

United Kingdom

We use Royal Mail for all UK deliveries.

  • Royal Mail 2nd Class (Standard) – Estimated 2–4 working days

  • Royal Mail 1st Class (Standard) – Estimated 1–2 working days

  • Royal Mail Tracked 24 / 48 – Estimated 1–3 working days
    Delivery times are estimates provided by the carrier and cannot be guaranteed.

ORDER TRACKING

  • Orders shipped with a tracked service will receive a tracking number.

  • Orders sent via non-tracked services cannot be monitored once they leave our facility.

If you want tracking, please select a tracked option at checkout.

LOST, DELAYED, OR STOLEN PACKAGES

Once an order has been handed to Royal Mail or another carrier, the carrier becomes responsible for the safe and timely delivery of your package.

However — UK consumer law does not allow sellers to disclaim responsibility entirely.
So the policy below is written in the strongest legally compliant way.

Our Policy

  • If a package is delayed, we must first allow Royal Mail’s official waiting period to pass:

    • 10 working days for UK deliveries

    • 25 working days for international

  • If Royal Mail declares a shipment lost, we will:

    • Offer a replacement OR

    • Offer a refund, depending on product availability

Important Notes

  • We cannot take responsibility for:

    • Incorrect or incomplete delivery addresses supplied by the customer

    • Missed deliveries or failed collection attempts

    • Packages marked as delivered by the carrier

  • If a parcel is returned to us due to an incorrect address or non-collection, the customer is responsible for paying the reshipment fee.

This is the strongest wording allowed under UK law while remaining compliant.

SHIPPING FRAGRANCES & RESTRICTIONS

We comply with Royal Mail and international regulations regarding the shipment of liquid products and fragrance samples.

Certain destinations may have restrictions on shipping perfume or alcohol-based products; orders to these locations may be cancelled and refunded if they cannot be legally shipped.

DAMAGED ITEMS

If your parcel arrives damaged, you must report it within 48 hours of delivery with:

  • Photos of the packaging

  • Photos of the damaged items

This is required for carrier claims.

FAILED DELIVERY & RETURNS TO SENDER

If a parcel is returned to us because:

  • The address was incorrect

  • The customer did not collect the package

  • The customer refused delivery

We will notify you by email.
You may choose:

  1. Reshipment (resend fee applies), or

  2. Refund minus the original shipping cost