In order to offer you the best service possible, we always use a signed-for service (UK). If you're not in, the postman will normally leave a note for you to collect your package from your local post office.
Delivery estimates are calculated from the time of despatch, not from the time you place your order.
We normally aim to despatch goods within 3-5 working days of your order being accepted. You will receive an email confirming your order, and a second email once your order has been shipped. Further information can be found below.
Mainland UK Orders only
FREE shipping on orders over £100.00. Orders under this value are charged at £4.80.
Delivery time: normally 2-3 working days from despatch. Allow up to 10 working days for delivery.
We aim to despatch goods within 3-5 working days of your order being accepted, and payment being received and authorised. If you have ordered multiple items, they may on occasion arrive separately. If for some reason there is a delay in despatching items, we will inform you via email. Estimated delivery times from despatch can be found above.
Please ensure all delivery address details are entered correctly. Once despatched, we are unable to amend delivery details. If you provide an incorrect or incomplete delivery address at the time of your order it will be your responsibility to pay all the associated re-delivery costs.
All parcels must be signed for, therefore if you are not at home during office hours, you may wish to provide an alternative delivery address where someone is available to sign for your parcel.
If you are not in when delivery is attempted, the package may either be left with a neighbour or a card will be left with details of how the item can be collected or redelivered. If you do not arrange collection/redelivery within the specified time shown on the card, the goods will be sent back to us and we will refund the price of the goods excluding any postage costs.
Prices quoted are for an average parcel. Excessive weights may incur extra charges.
While we make every effort to have your goods delivered in the estimated delivery times after despatch, we cannot guarantee delivery in that timeframe. Deliveries may encounter delays due to adverse weather or high volume that extends beyond the estimated delivery time frame provided by the postal service. Such delays are unfortunately out of our control, and we are not responsible for any delays that do not result from our error.
Damaged or Incorrect Products
All items are thoroughly checked prior to despatch, but in the unlikely event that (a) your product(s) (not including packaging) arrive damaged or (b) you receive the incorrect product, please notify us at email@example.com to inform us (including photographic evidence of the damage/wrong item). We will happily replace any damaged/incorrect items provided they are reported within 48 hours of receiving the goods, and photographic evidence has been provided.
Once we have assessed your claim we will make arrangements for a replacement or the correct item to be delivered to you. You will be asked to return the damaged or wrong item to us.
Should your parcel show any signs of damage on receipt, please take photographic evidence of the damaged area(s) if possible. This will assist in any claims which may occur later.
Delayed or Lost Orders
In the case of a delayed parcel, we will do our utmost to locate the parcel for you. If we are unable to locate it, we will ask you to fill out a missing parcels form through email in order that a claim can be made, and replacements sent.
Our delivery partners consider a parcel lost after a period of 10 working days (after due date) orders sent via Standard signed for delivery.
We are sorry, but we are unable to send replacement items / issue refunds until this period has elapsed.
We hope that you are happy with your purchase from Xin Agarwood, and that you love our products as much as we do. However, we do understand in certain instances you may choose to return your items purchased from us. We are happy to refund any products purchased from this site, provided they are in their original packaging, unopened, unused and free from damages, and are returned within 14 days of purchase. We will consider the condition of the goods being returned when making a refund.
Products that have been opened / used cannot be returned.
We reserve the right to refuse a return of any item that does not meet our conditions (for example if we deem items returned to have been opened / used and/or be in a non-saleable condition, or which have been returned outside the 14 day window). If your return is not accepted, it will be returned to you at your expense and a refund will not be issued.
Any costs associated with postage & packaging (including original shipping and packaging cost and the cost of returning the item to us) will not be reimbursed.
If your order value after returning your item(s) no longer qualifies for free shipping, delivery charges will be deducted from your refund.
If you used a promotional/discount code and your order no longer qualifies, the promotional/discount value will be deducted from your refund.
If a free gift was included this must be returned with your item(s) or the value of the gift will be deducted from the refund.
Samples, sale items and free items are non-returnable.
Refunds for products given as a gift can only be given to the original purchaser.
Only products purchased directly from the www.xin-agarwood.co.uk website can be returned to us for a refund or an exchange. Products purchased from another retailer / practitioner stocking our goods must be returned to their original place of purchase.
We cannot accept returns for goods that are returned outside the 14 day returns period.
If you wish to return any products, then please notify us via email within 7 days of purchase at firstname.lastname@example.org. Please provide a copy of your customer order number and list the items you wish to return. We shall then issue you with a returns authorisation code.
The cost of the return is payable by the customer and is not refunded.
We recommend you send returned items by recorded or special guaranteed delivery to ensure you are covered for compensation should it get lost in the post. Until we receive the goods back, they are your responsibility, and we cannot accept responsibility for returned goods that are lost in transit / fail to reach us. Items lost in transit will not be treated as returned.
Please return the item(s) to us at the specified address below. Goods must be returned within 14 days of purchase in the same new and unused condition in which you received them.
Specified address to return goods to: Xin Agarwood Ltd, Flat 14 Penfield Court, 2 Tanner Close, London, NW9 5PZ.
Refunds (excluding postage costs) will be applied within 14 days of goods being received back by us using the same method originally used by you to pay for your purchase. Please note: refunds can only be made to the card that was used to pay for the purchase originally only.
We do not currently offer exchanges. If you require a different product, please place a new order for the required goods, and if you are eligible, return the unwanted goods following our returns procedure.
Our returns policy does not affect your statutory rights.