OUR STORE POLICIES

Things You Need to Know

We founded Sister Scents North Wales with one goal in mind: giving our customers a fair, rewarding and enjoyable shopping experience. We conduct business according to the same values, knowing that better service equals loyal customers. Our store policies are detailed below, please have a look and contact us if you want to learn more!

RETURNS 

 If you would like to make a return, please email  sisterscentsnorthwales@outlook.com within 7 days of receiving your order or contact us via the Contact Us page on our website. We also check our Instagram and Facebook direct messages regularly if you would like to contact us via Social Media. Our policy has a 28 day return window from the date your order was dispatched to return any products. Unfortunately, any claims made after this time period will not be valid for refund or exchange. 

Damaged items

We ensure that all our products are of excellent quality and checked over before leaving us. Sister Scent products are well packed and labelled correctly for each journey.

If your item was not to your satisfaction or damaged on arrival, please contact us and we will try our best to help resolve the issue with your purchase. You may need to send evidence of the damage for us to assess and work out what had happened. Please note, any items returned to HQ will be the customer's responsibility until arrival.

Disliked items

We apologise if you are not satisfied with a product. If you simply dislike the fragrance or product, please make sure the item is unused and sealed when returning in order to receive an exchange or refund. We are unable to refund or exchange opened products. Please note, postage costs must be covered by yourself and you are responsible for the parcel until it reaches HQ. We do not take responsibility for any parcels that go missing.

Collection

If you live locally to HQ, collection is available. Please let us know beforehand if you would like to collect your purchases and we will be happy for you to do so. Please note, any collection orders that are not picked up within 7 days will be cancelled and refunded. 

Sale items

Unfortunately, we do not accept refunds or exchanges on sale items.

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