Shipping & Returns Policy

Shipping & Returns Policy

 

We aim to provide you with your hand poured products as soon as possible.  Our customers are very important to us and as such, we pride ourselves on our customer service and quality of our products.  

If any issues arise, please contact us at info@kenzymack.com and we will resolve as quickly as possible, keeping you updated.

 

Order Fulfilment

All our home fragrance products are handmade and poured in-house, therefore a period of 3-5 working days is required for these to be made and then dispatched.  Where possible, your order may be fulfilled sooner than this time frame.

 

Shipping Service

All orders will be shipped via Royal Mail 48hr tracked service, excluding Sundays.  Currently, we only ship within the UK.

 

Returns

In the unlikely event that you are unhappy with your order, our returns policy is 14 days. Please contact us at info@kenzymack.com for assistance.  To be eligible for a return, your item(s) must be unused and in the same condition that you received it.  It must also be in the original packaging. Please note that you will be responsible for paying for your own shipping costs for returning your item(s) to us. Shipping costs are non-refundable. We recommend using a trackable shipping service as we do not guarantee that we will receive your returned item(s).

 

Lost Shipments

Please allow a period of 7 working days from the date of dispatch.  In the event that you have still not received your order, please contact us at info@kenzymack.com and we will then investigate the whereabouts of your order.  We will keep you updated.

 

Exchanges (if applicable)

We will replace items only if they are defective or damaged upon receipt of delivery.  If you wish to exchange it for the same item, please send us an email at info@kenzymack.com and we will then send you details on where to send your parcel.

 

Damaged / Defective Items

We take every precaution to ensure that our products are appropriately packaged to arrive to its destination safely.  We also carefully inspect our products before they are shipped to ensure the highest quality.  In the event that your item(s) arrive damaged, we will replace or refund if photographic evidence of damage is provided to us within 7 days of delivery. If it emerges that the item(s) have been dropped or misused since safely being delivered to you, we reserve the right to unfortunately decline the processing of an exchange or refund.

 

 Refund

Once your return is received and inspected, we will send you an email to confirm that we have received your returned item.  We will also confirm if we have approved or rejected the processing of your refund.  If approved, your refund will be processed, and a credit applied to your credit card or original method of payment, within 7 working days.  For late or missing refunds, we advise that you first check with your bank as it may take some time for a refund to officially show up in your account.  If have still not received your refund, please email us at info@kenzymack.com

 

Sale Items (if applicable)

Unfortunately, sale items cannot be refunded.  Only regular priced items may be refunded.

 

Non-refundable item(s)

Our home fragrance products contain natural wax.  Therefore, please be advised that natural imperfections may be visible due to changes in room temperature (this is a natural occurrence with plant based wax).  This may include hair line cracks to the surface of the wax.  However, this does not effect the performance of the product.  Therefore this does not fall in the criteria of a damaged or faulty item.

 

Please ensure you follow the guidance provided in the care card included in your items in order to achieve the best product performance.