This is where we provide the details of our payment, shipping and returns policy. If you have any questions regarding an existing order, please email us at orders@sense-and-sensuality.com. And, if you have any other questions at all, please email us at info@sense-and-sensuality.com.
delivery
Deliveries can at present only be made within the UK, Channel Islands and the European Union. Not all of our delivery options are available to all areas of the UK, Channel Islands and EU. If you have a question about delivery outside of the UK, Channel Islands or EU, we will advise you if you call our customer services team on +44 (0)845 603 8779 or email us at info@sense-and-sensuality.com.
We will deliver ordered merchandise in accordance with the delivery option selected by you. Our delivery options include:
S&S Standard UK (3-5 working days)
S&S Europe (5-7 working days)
Whenever referred to, working days exclude Saturday, Sunday and Bank holidays. Orders to one address may be delivered in one or more deliveries however you will only incur one delivery charge. Any delivery timescales are indicative only. Time is not of the essence.
Upon delivery of the merchandise to you, we will provide you with sufficient information to enable you to exercise your statutory right of cancellation and address any intended cancellation to the correct addressee or to return or exchange your merchandise. For further information please see the returns and the cancellation right sections within the Terms & Conditions.
acknowledgement and acceptance of your order
We will notify you by email as soon as possible to acknowledge receipt of your order and to provide you with an order number. If we are unable to fulfill your order following this acknowledgement, we will contact you by email or telephone advising you of this. Our acceptance of your order will take place upon despatch of the product(s) ordered. If you require any information concerning your order please email us at orders@sense-and-sensuality.com quoting your order number. We may not accept your order if an item you have ordered is out of stock, if we have identified a product or pricing error or if we are unable to obtain authorisation for your payment. Please note that we reserve the right to reject any offer to purchase by you at any time.
inspection
You should inspect the merchandise upon receipt and check that everything specified on the delivery note is included. You will be deemed to have accepted the order unless you notify us upon receipt that there is a problem or you cancel the order in accordance with your cancellation right and/or you return the goods in accordance with our returns policy and procedure. If you fail to take such action, we are not obligated to accept any rejection by you of the merchandise at a later date.
Please note however that your statutory rights are not affected.
payment
Payment can be made by any of the following methods: Visa, Mastercard, Visa Electron, Visa Debit, Solo and Maestro.
Payment will be debited and cleared from your account at the point at which your order is despatched. You confirm that the credit or debit card being used is yours. Please note that all credit/debit cardholders are subject to validation checks and authorisation by the issuer of the card. If the issuer of your payment card refuses to pay or does not for any reason authorise payment to S&S, we will not be liable for any delay or non-delivery of merchandise. We retain the legal ownership of all merchandise until full payment has been made by you and received by us and legal ownership of the merchandise will immediately transfer back to us if we refund any payment for the merchandise to you. Risk in the merchandise transfers to you upon delivery.
legally binding contract
Please remember that when we accept your submitted order for merchandise on this website, there will be a legally binding contract.
cancellation right
S&S hopes that you will be delighted with your order. However under the current UK distance selling regulations you have the legal right to cancel your order within seven working days from the date of receipt of the goods if you send us a notice of cancellation in writing and return the goods to us in their original, unopened and unused condition. For further details of how to return merchandise please see our returns policy and procedure. Where goods are delivered to a third party you may exercise your right to cancel if you are able to return the merchandise to us.
You can submit your cancellation notice by email to our customer services department at orders@sense-and-sensuality.com. or in writing to: Customer Services, S&S Wellbeing Ltd,
Suite 5, 84 Camden High Street, London, NW1 0LT, UK.
Please note however that your statutory rights are not affected.
returns and refunds
S&S operates a 'no questions asked' returns policy in accordance with the UK Distance Selling Regulations if you return your purchase within 7 working days of receiving delivery of your order and provided they are in their original, unopened and unused condition. Please note that any postage costs incurred when returning your purchase during this period will be at your own cost, unless your purchase is damaged, or was sent in error.
We are also happy to offer a refund, exchange or replacement on all goods returned to us within fourteen days of your receipt of goods in any of the following cases:
Your purchase was found to be damaged or faulty. We will either replace it or give you a full refund (including postage costs). Please state which option you would prefer. If you require a replacement, we will wait to receive the faulty product from you before dispatching a new one.
Your purchase was incorrectly supplied. If we have made a mistake in fulfilling your order, a full refund (including postage costs) will of course be given.
Products should be returned in their original packaging to: Customer Services, S&S Wellbeing Ltd, Suite 5, 84 Camden High Street, London, NW1 0LT, UK.
If you believe that your item has been lost in transit or has not been delivered for any reason, you must contact us within 60 days of the 'Ship Date' of your item, which is displayed in you’re My Account, so that we can investigate. We regret that we are unable to accept claims for lost items that are reported more than 60 days after the 'Ship Date'.