Policies at Primrose Cottage Scents

Here at Primrose Cottage Scents we believe that honesty is the best policy and this is the reason we have designed the most generous, fair and transparent policies for our customers.

The following sections detail our Return Policy and Shipping Policy.

Please don’t hesitate to contact us if you have any questions!

Get in Touch

Our Return Policy

Everything You Need to Know

Thank you so much for shopping at Primrose Cottage Scents and we hope you love your order! However, if there’s something not quite right and you’re not entirely happy with your purchase we are always more than happy to help resolve the issue.

Contact us at contact@primrosecottage.org for assistance and we’ll get back to you as soon as we can.

You have 14 days to request a return on your order from the date you received it. If 14 days has gone by since the date you received your purchase, unfortunately we can’t offer a refund or exchange.

Although we take every care to ensure your products leave us in perfect condition and are properly protected during transit, we appreciate that occasionally damages can occur. We will replace/refund products that do get damaged during delivery if photographic proof of the damage is sent to us within 7 days of delivery. We cannot refund or replace items that have been used.

To be eligible for a return, the product that you purchased must be unused, in the same condition as when you first received it and in its original packaging.

Once we have received your returned item and inspected it, we will notify you via email that we have received it and if your refund has been approved or rejected.

If approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within 30 days.

If you haven’t received a refund yet:

First check your bank account again

Then contact your bank – there is often some processing time before a refund is posted.

If you have completed these two steps and you still haven’t received your refund, please contact us at contact@primrosecottage.org

We do not accept refunds or exchanges on sale items.

We only replace items if they are defective or damaged. 

Please note, postage costs for returned items must be covered by yourself and we do not take responsibility for any parcel to go missing. Shipping costs are also non-refundable so if you receive a refund, the cost of shipping will be deducted from your refund.

If you are shipping an item over £60, you should consider using a trackable shipping service as we can’t guarantee we will receive your returned item.

We hope you understand and accept our policies.

Proof is needed to verify any claims, this is to protect ourselves as a small business.

Our Shipping Policy

How We Do It

We try our best to process orders as quickly as we can. However, during busy periods the order processing time can reach up to 7 working days. Please note that this is in addition to the postage time.

Northern Ireland and UK Shipping

Shipping costs are calculated based on weight. This will be calculated at the checkout and available shipping services will then be listed automatically.

For example, for parcels weighing less than 2kg:

  • Royal Mail 2nd Class Standard (3-4 working days) - £3

  • Royal Mail 1st Class (1-2 working days) - £4.50

Parcels weighing more than 2kg will be delivered by Hermes. 

Republic of Ireland Shipping

Parcels weighing under 500g being delivered to the ROI will be delivered by An Post and again, the cost will be based on the weight of the parcel and calculated at the checkout.

Anything weighing over 500g will be delivered by DPD.