Effective Date: October 23, 2026
PENNY PRICE AROMATHERAPY LTD, the operator of www.pennyaromatherapy.com, is a UK-based indoor fragrance brand dedicated to curating gentle, high-quality aromatherapy products that fit the quiet, warm daily pace of life for customers across Britain and around the world. This Shipping Policy clearly outlines all rules, timelines, costs and liability terms related to the delivery of your ordered reed diffusers, essential oil diffusers, car fragrance products, wax melt warmers and all other items purchased from our official e-commerce store, to ensure full transparency for every customer before and after placing an order. All terms in this policy strictly comply with the UK 2024 Digital Markets, Competition and Consumers Act, and are designed to protect the legitimate rights of both customers and our brand.
1. Order Processing Timeline
All successfully submitted orders will enter our dedicated order processing queue within 1 working day after payment confirmation. Our team will conduct a full quality check for every selected aromatherapy product, verify that all included accessories, free fragrance samples and packaging materials are complete, before arranging the handover to our partnered courier service.
Standard order processing is completed within 1 to 2 working days, excluding weekends and UK public bank holidays. During peak promotional periods including seasonal scent launch events, Black Friday sales and Christmas holiday shopping seasons, processing time may extend to a maximum of 3 working days, and we will post a clear notification on the homepage of www.pennyaromatherapy.com in advance to inform all customers of the extended processing arrangement. You can check the real-time status of your order at any time through the “My Account” section on our website, and we will also send a processing confirmation email to your reserved email address once your order is ready for dispatch.
2. Delivery Zones and Estimated Transit Times
We provide shipping services covering multiple regions worldwide, with clear estimated transit timelines as below:
- United Kingdom Domestic Deliveries: For all delivery addresses located within the UK mainland, we offer free standard shipping for any order with a total value over £35. Standard shipping takes 2 to 3 working days after dispatch, and we also provide an expedient next-working-day delivery option at a flat rate of £4.99 for customers who need to receive their fragrance products sooner.
- European Economic Area (EEA) Deliveries: Standard shipping to all EEA member states takes 5 to 7 working days after dispatch, with a flat shipping fee of £6.99. Free shipping is automatically applied for all orders over £75 sent to EEA addresses. All EEA cross-border parcels will be pre-declared with full compliance with local customs regulations, to minimize the risk of unexpected customs delays.
- Global International Deliveries: We offer tracked international shipping to over 40 countries and regions worldwide. The estimated transit time ranges from 7 to 14 working days after dispatch, with shipping fees calculated dynamically based on the destination country and total weight of your ordered items. Customers placing international orders are responsible for paying any possible local import duties, value-added taxes or customs clearance fees that may be charged by the destination country’s customs authority, and these fees are not included in the product price or shipping fee collected by our store.
3. Order Tracking and Delivery Notifications
Once your parcel is dispatched from our warehouse located at Unit D3 Radius Court, Maple Drive, Hinckley, Leicestershire, LE10 3BE, United Kingdom, we will immediately send you a dispatch confirmation email that contains your unique courier tracking number and the official tracking link. You can use this tracking number to check the real-time location and estimated delivery window of your parcel on the courier’s official website at any time.
We will also send you proactive SMS or email notifications for key delivery milestones, including the notice that your parcel is out for delivery, and the notification that your parcel has been successfully delivered. If you are not at the designated delivery address when the courier attempts to drop off your parcel, the courier will leave a delivery card with rearrangement instructions, and you can arrange a second free delivery or pick up your parcel at the local courier collection point within 7 calendar days.
4. Damaged, Lost or Undelivered Parcels
All parcels shipped by our store are fully insured for the full value of the ordered products during the entire transit period:
- If your parcel is confirmed lost by the courier company after 10 working days past the estimated maximum delivery window for UK domestic orders, or after 20 working days past the estimated delivery window for international orders, we will fully assist you to initiate the insurance claim process, and you can choose to receive a complete free re-shipment of your ordered products, or apply for a full refund of your order value.
- If you receive a parcel with obvious external damage, or the inner aromatherapy products are broken, leaking or damaged during transit, you need to take clear photos of the outer packaging and the damaged items within 48 hours after receiving the parcel, and send these materials to our team via email at vellum@pennyaromatherapy.com. Our customer support team will verify your case within 2 working days, and arrange a free replacement or full refund after confirmation.
- We do not take responsibility for failed deliveries caused by incorrect or incomplete delivery addresses provided by customers when placing orders, or missed deliveries caused by customers failing to collect parcels from the courier collection point within the specified 7-day storage period. In these scenarios, customers will need to pay for the extra shipping fee if they request a second re-dispatch of the returned order.
5. Contact for Shipping Inquiries
If you have any questions related to order processing, dispatch timeline, tracking status, or customs clearance issues for your parcel, you can reach out to our dedicated shipping support team at +44 1455 244104 during UK business hours (9:00 AM to 5:30 PM, Monday to Friday), or send an email to vellum@pennyaromatherapy.com. We will respond to all your shipping-related inquiries within 24 working hours, and help you resolve any delivery-related issues as efficiently as possible.