Delivery Information and Returns

Sensory Wise Terms and Conditions: Delivery and Returns

Last updated September 2025

DELIVERY INFORMATION

SENSORY WISE® LTD / SENSORYWISE® / LOVE SENSORY

WWW.SENSORYWISE.CO.UK

DELIVERY

Where possible, Sensory Wise despatch orders on the same day they are placed. We aim to deliver within two working days. At busy periods, such as Christmas, this may be 3-4 working days. Some products have a longer lead time, where this is the case we will contact you to confirm the expected delivery date.

We will endeavour to meet the delivery date given at the time of order and where this changes we will try and let you know at the earliest opportunity. We will always try to send out complete orders, where this is not possible you will receive an email or telephone call to confirm your wishes. We will hold part orders for you if you prefer to wait until the order is complete or you can request to receive your order over a number of deliveries.

Orders placed after 11.30am may not be despatched until the following working day.

Please note, we are closed bank holidays.

PLANNED WAREHOUSE CLOSURES

We conduct regular stock takes throughout the year. At these times, orders can be placed, and you will still be able to contact us, but orders will not be despatched until after the stock take has been completed.

Planned warehouse closures:

Our offices and warehouse are closed 14^th-23^rd October. Enquiries will be responded to, and orders will start to be sent out from 24^th October.

Christmas closing - from 23rd December to Monday 12th January 2026.

CHRISTMAS DELIVERY

The last day to place an order for UK delivery (for stock items) to guarantee delivery before Christmas is Friday 19th December 2025.

Our office and warehouse will close for the Christmas holidays from Monday 22nd December and we will reopen Tuesday 13th January 2026.

WHERE DO WE DELIVER TO?

We deliver to UK mainland, Northern Ireland, Republic of Ireland, Channel Islands, Isle of Wight, Isle of Man, Scottish Highlands.

If your location does not appear on the list at the checkout, please contact us so we can put it right. Email lucy@sensorywise.co.uk

POSTAGE AND PACKING COSTS

Postage and packing costs are estimated by the packed size and weight of your order.

Due to long delays with Royal Mail, we have decided to no longer use their delivery services.

From October 2025, all orders will be sent with FedEx. New delivery pricing is as follows:

Small parcels under 0.7kg from £6.95
Parcels over 0.7kg from £9.99
Parcels over 8kg from £14.75

Customers located in the West Midlands, Staffordshire, and Shropshire benefit from an extra option at the checkout to arrange collection in person from DY3. We will contact you after your order has been received to arrange this with you.

You can find out how much the shipping will cost for your order by:

Adding your items to your shopping basket

Click 'View Cart'

Go to 'Estimate Shipping & Taxes'

Enter details of your order shipping destination

Click 'Get Quotes'

RETURNS POLICY

PRODUCT RETURNS

Every effort is made to ensure your products are inspected and tested before they leave us. At Sensory Wise Ltd we want you to feel confident in your purchase, this is why we give you 14 days after you have received your order to return the products to us. This gives you the opportunity to inspect the products, a bit like a cooling off period. You can have peace of mind and confidence when shopping with Sensory Wise Ltd.

Products returned must be in the same condition and quantities you received them in, within 14 days, for a full refund. Returns costs, unless resulting from defective products, will be made at your own expense and in all cases it is your responsibility ensure suitable packaging is used.

All refunds are made within 14 days of Sensory Wise Ltd receiving the goods back and after satisfactory inspection.

All returns must be accompanied by a valid RMA reference number. This can be obtained by visiting the Returns page, located under Customer Service in the footer of the website. Or Click Here

The above does not affect your statutory rights as a consumer.

CLAIMS FOR DAMAGED OR MISSING GOODS

Claims for damaged or missing goods must be reported to us by email or in writing within seven working days of receipt of the goods, otherwise it may not be possible for us to put this right. You can choose to either receive a refund or credit to roll forward to your next order.

EXPORT ORDER TERMS

It is your responsibility as an export customer to make sure that our items comply with the intended country of export importation requirements and laws relating to sale and supply of goods. We do not accept any liability including costs for any goods that are held at port of entry or that fail to meet the sale and supply obligations of the country of destination.

Claims for damaged or missing goods must be reported to us by email or in writing within 7 working days of receipt of the goods, otherwise it may not be possible for us to put this right.

DELIVERY

Replacement products are despatched upon receipt and inspection of the original goods, or earlier by special agreement. We aim to deliver within two working days. At busy periods, such as Christmas, this may be 3-4 working days. Some products have a longer lead time, where this is the case we will contact you to confirm the expected delivery date.

Please see our full terms and conditions Click Here. Or scroll down to the footer of the website.

SENSORY WISE® LTD / SENSORYWISE® / LOVE SENSORY

WWW.SENSORYWISE.CO.UK