Shipping Policy

1. Order Processing Time

All orders are handmade and prepared with care.

  • Processing time: 1–4 business days

  • During busy periods (holidays, launches, sales): 3–7 business days

  • Custom/personalized items: 3–10 business days depending on workload

We always aim to ship as quickly as possible.

If your order is urgent, contact us at scentstoriesbyjo@gmail.com and we will try to help.

2. Shipping From

We ship all orders from the Netherlands.

3. Shipping Methods & Carriers

We ship with the following carriers:

  • PostNL

  • DHL

  • UPS

  • Other couriers depending on destination

Shipping method options appear during checkout.

4. Estimated Delivery Times

Netherlands

  • Standard shipping: 1–3 business days

Belgium & Germany

  • Standard shipping: 2–5 business days

Rest of EU

  • Standard shipping: 3–7 business days

UK

  • 4–10 business days (customs delays possible)

USA, Canada, Australia & International

  • 7–21 business days (depending on customs)

Important: Delivery times are estimates.
Carriers may experience delays due to weather, holidays, or customs.

5. Shipping Costs

Shipping costs are calculated at checkout based on:

  • Weight

  • Destination

  • Carrier selection

We may offer free shipping thresholds during promotions.

6. Customs, Duties & Taxes (International Orders)

International customers are responsible for:

  • Import duties

  • Customs fees

  • VAT in their country

  • Any charges applied by customs or local carriers

We cannot mark packages as “gift” or undervalue items.

7. Incorrect Address Policy

Customers are responsible for entering the correct address.

If the address provided is incorrect:

  • We cannot refund the order if it is lost

  • If the parcel returns to us, we can reship it at the customer's expense

We recommend double-checking your address before placing an order.

8. Lost, Delayed or Stolen Packages

Lost Packages

If a package is lost by the courier, we will assist in filing a claim.
A replacement or refund will be issued only after the courier confirms the loss.

Delayed Packages

We cannot refund orders delayed by the carrier.

Stolen Packages

If the parcel is marked as “delivered” but you did not receive it:

  • Check with neighbors/building management

  • Contact the courier immediately

We are not responsible for stolen packages.

9. Damaged Orders

If your order arrives damaged:

  • Contact us within 48 hours of delivery

  • Send clear photos/videos of the damage and packaging

  • We will replace or refund the items

10. Partial Shipments

To prevent delays, we may ship your order in multiple parcels.
You will receive tracking for each package.

11. Tracking

All parcels include tracking unless otherwise stated.

Tracking information will be emailed to you once your order ships.

12. Pre-Orders & Made-to-Order Items

If an item is marked as Pre-Order or Made to Order, the estimated dispatch date will be shown on the product page.

Orders containing pre-orders will ship once everything is ready, unless you choose split shipping (extra cost).

13. Contact Us

For any questions about shipping, email us at:

📧 scentstoriesbyjo@gmail.com