Shipping & Insurance Policy

Last Updated: [16/10/2025]

At Scenterrain, we take every measure to ensure your order arrives safely and securely. This Shipping & Insurance Policy outlines how we handle deliveries, shipping options, and our insurance process.

1. Shipping Overview

We offer nationwide UK delivery and international shipping to selected regions. All orders are dispatched from our UK fulfilment centre after passing our final quality inspection.

Processing Time

  • Orders are typically processed and shipped within 1–3 working days once stock has arrived (not including pre-orders, please check out our pre-order page) and payment is confirmed.

  • You will receive an email with tracking information once your order has been dispatched.

Delivery Timeframes

Estimated delivery times vary depending on location and courier service.
While we strive to meet all estimated delivery windows, delays can occasionally occur due to factors beyond our control (e.g. courier delays, customs checks, or adverse weather).

2. Shipping Insurance

To ensure peace of mind during delivery, Scenterrain offers optional parcel insurance at checkout.

If You Opt In for Shipping Insurance:

  • Your parcel is fully protected against loss, theft, or damage during transit.

  • In the rare event of an issue, we will replace or refund your order once a courier investigation confirms the claim.

If You Do Not Opt In for Shipping Insurance:

  • By choosing to proceed without insurance, you accept full responsibility for any loss, delay, or damage that may occur after your parcel has been dispatched.

  • Once the order leaves our facility, Scenterrain Ltd will not be held liable for missing, stolen, or damaged parcels.

  • Any claims for non-insured parcels must be made directly with the courier.

💡 For complete protection, we strongly recommend adding shipping insurance at checkout.

3. Damaged or Lost Orders

If your order is insured and arrives damaged or does not arrive within the expected delivery window, please contact us at info@scentterrain.com within 48 hours of the estimated delivery date.
We will work with the courier to resolve the issue as quickly as possible.

Please note: Courier investigations may take up to 14 working days before a resolution is confirmed.

4. Address Accuracy

Customers are responsible for ensuring that the shipping address provided at checkout is accurate and complete.
Scenterrain Ltd is not responsible for parcels lost or delayed due to incorrect or incomplete address details.

5. Delivery Confirmation

Once an order is marked as “Delivered” by the courier, it will be considered successfully delivered.
If you believe your parcel was misdelivered, please contact the courier directly with your tracking number.

6. Liability Disclaimer

Scenterrain Ltd is not liable for:

  • Parcels lost, damaged, or stolen after dispatch if insurance was not selected.

  • Delays caused by couriers, customs, or events outside of our control.

  • Errors resulting from incorrect shipping details entered by the customer.

By completing your purchase, you acknowledge and agree to this Shipping & Insurance Policy and accept responsibility for your shipping selection.

7. Contact Us

If you have questions about shipping, insurance, or delivery issues, please contact our customer support team at:
📧 info@scentterrain.com
🏠 Scenterrain Ltd
🌐 www.scentterrain.com