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Shipping & Returns

 

At Decanto, we aim to make every order feel simple, clear and reliable from checkout to delivery. Below you’ll find everything you need to know about shipping, delivery times, returns and what to do if there’s an issue with your order.

 

Shipping

Order processing

Orders are usually processed within 1-2 working days of purchase.

Please note:

  • Orders are processed Monday to Friday, excluding public holidays.
  • During busy periods, launches or promotions, dispatch may take a little longer.
  • You’ll receive a confirmation email once your order has been shipped.

UK shipping

We ship across the United Kingdom using trusted delivery partners.

Estimated UK delivery times:

  • Standard UK delivery: 3-5 working days
  • Express UK delivery: 1–2 working days

Shipping costs are calculated at checkout unless otherwise stated.

If you offer free shipping, add this line:

Free UK shipping on orders over £25.

Europe shipping

We also ship to selected countries across Europe.

Estimated Europe delivery times:

  • Europe standard delivery: 4–10 working days

Delivery times may vary depending on the destination country, customs processing and the courier used.

Customs, duties and import charges

For orders shipped outside the UK, your order may be subject to customs fees, import duties, local taxes or handling charges depending on your country’s rules.

These charges are the responsibility of the customer unless stated otherwise at checkout.

Decanto is not responsible for delays caused by customs clearance.

Tracking

Where available, tracking details will be sent by email once your order has been dispatched.

Please allow a little time for tracking to update after you receive your shipping confirmation.

Delivery delays

While we always aim to dispatch and deliver within the estimated timeframes, delays can occasionally happen due to:

  • courier issues
  • customs processing
  • weather disruption
  • peak periods

If your order seems delayed, please contact us at hello@decanto.uk and we’ll do our best to help.

Incorrect shipping details

Please make sure your shipping address is entered correctly at checkout.

Decanto cannot be held responsible for delays, losses or failed deliveries caused by incorrect or incomplete address details provided by the customer.

If you notice an error in your order details, contact us as soon as possible at hello@decanto.uk

Returns

Return eligibility

We want you to shop with confidence. If there is a problem with your order, please contact us and we’ll work to resolve it as quickly as possible.

Due to the nature of fragrance products, we can only accept returns on items that are:

  • unused
  • unopened
  • in their original packaging
  • in a resaleable condition

Returns must be requested within 14 of delivery.

Non-returnable items

For hygiene and product integrity reasons, we cannot accept returns on:

  • opened or used fragrance products
  • opened decants
  • items damaged after delivery through misuse or mishandling
  • sale or clearance items, unless faulty

If you sell decants, this wording is especially important because opened decants generally shouldn’t be resold.

Faulty, damaged or incorrect items

If your order arrives damaged, faulty, or you receive the wrong item, please contact us within 48 hours of delivery at hello@decanto.uk

Please include:

  • your order number
  • a description of the issue
  • clear photos of the item and packaging

If the issue is confirmed, we will offer an appropriate resolution, which may include:

  • a replacement
  • a refund
  • store credit

Return shipping costs

Unless an item is faulty, damaged or incorrect, customers are responsible for the cost of return shipping.

We recommend using a tracked delivery service, as we cannot guarantee receipt of returned items without proof of postage.

Refunds

Once your return has been received and inspected, we’ll let you know whether your refund has been approved.

If approved, refunds will be made to your original payment method within 5-10 working days.
Please note that your bank or payment provider may take additional time to process the refund.

Original shipping costs are non-refundable unless the return is due to an error on our part.

How to request a return

To request a return, please contact:

Email: hello@decanto.uk
Order number: Please include this in your message

We’ll provide the next steps and return instructions.

Need help?

If you have any questions about shipping, delivery or returns, please get in touch at hello@decanto.uk and we’ll be happy to help.