The Massage Candle

Holiday delivery: Orders placed after 3pm 22nd Dec will be delivered from 5th Jan.

Please carefully read the below information on delivery depending on your customer profile.

STANDARD DELIVERY

PROFESSIONAL/TRADE customers, we are proud to offer DPD 2 working day delivery service on all orders. We offer free delivery for orders over £60 and £4.95 for all orders under £60. To ensure 2 working day delivery, orders will need to be submitted before 3pm on a working day. This applies only to mainland UK postal addresses. For Channel Island addresses, we offer £9.99 delivery for orders over £60 and £15 for orders under £60.

Please note any orders placed on a Friday after 3pm, Saturday or Sunday will mean your order will be dispatched on the Monday.

Sienna X working days are Monday to Friday, excluding bank holidays.

STANDARD DELIVERY – PROFESSIONAL/TRADE CUSTOMERS

Your delivery maybe with either Royal Mail or DPD depending on your order.

• Free delivery on orders over £60
• £4.95 delivery on orders under £60
• Order by 3pm Monday–Friday for same-day dispatch

Channel Islands:

• £9.99 delivery on orders over £60
• £15 delivery on orders under £60
• Working days: Monday to Friday, excluding UK Bank Holidays
• Orders placed after 3pm Friday, or on weekends/bank holidays, will be dispatched the next working day (usually Monday).

GUARANTEED TIMED DELIVERY OPTIONS

Available for mainland UK only:

• Saturday delivery: £18
• Next working day before 10:30am: £15
• Next working day before 12pm: £10
• Isle of Wight next-day delivery (under 25kg): £17.50
• If there is an issue with a guaranteed delivery, you may be entitled to a refund on the delivery charge. Please contact our Customer Service Team on 0333 600 1200 (Mon–Thurs 9am–5:30pm, Fri 9am–4:30pm).

N.B No further compensation will be provided.

TRACKING YOUR ORDER

You will receive tracking details via email and/or SMS once your order is dispatched.

• A live tracking link
• A one-hour delivery window (order dependant)
• Proof of delivery (including photo and GPS location where available)

You can also track your parcel at:

SAFE PLACE & DELIVERY RESPONSIBILITY

Once your order leaves our warehouse, it is handled by either Royal Mail or DPD, who are responsible for final delivery.

• Deliver to your address directly
• Leave the parcel with a neighbour
• Leave it in a “safe place” (as designated by you or chosen at the driver’s discretion)

Once a parcel is marked as successfully delivered (with proof of delivery), we are no longer liable for any loss or theft.

Royal Mail Tracked 24 & Tracked 48

We also offer delivery via Royal Mail for smaller items and lighter parcels.

Tracked 24 (Next Day Delivery Aim)

• Royal Mail aims to deliver the next working day (not guaranteed)
• Fully tracked from dispatch to delivery
• You’ll receive email and/or SMS notifications
• Includes proof of delivery (photo or signature when available)
• Deliveries are made Monday–Saturday
• Delivery times may vary by region

Tracked 48 (2 Working Day Aim)

• Royal Mail aims to deliver within 2 working days
• Fully tracked with delivery notifications
• Includes proof of delivery
• Deliveries also made Monday–Saturday

Important Notes

• Delivery times are not guaranteed, they are estimated based on Royal Mail’s delivery aims.
• Once Royal Mail marks a parcel as delivered, it is considered complete.
• We are not responsible for parcels that go missing after confirmed delivery. Please ensure your delivery address and safe place settings are up to date.
• In the event of a delivery issue, please contact Royal Mail direct, claims for loss must be processed through them directly.

Please ensure you provide a secure delivery address or safe place.
If a parcel goes missing after delivery has been confirmed, you will need to raise a claim directly with the courier.

Sienna X are not responsible for any compensation once a parcel has been delivered.

Please access your tracking details via the email and/or SMS you have received and speak with the courier for any delivery information.

GUARANTEED TIMED DELIVERY

PROFESSIONAL/TRADE customers, we also offer several guaranteed delivery options below. If you encounter an issue with your GUARANTEED TIMED DELIVERY, please contact our customer service on 0333 600 1200 (Monday to Thursday 9am-5:30pm, Friday 9am-4:30pm) as you are entitled to a refund on your delivery charges, however, no further compensation will be provided.

• Saturday delivery: £18 (this applies only for mainland UK postal addresses)
• Guaranteed next-day delivery before 10:30am: £15 (this applies only for mainland UK postal addresses)
• Guaranteed next-day delivery before 12pm: £10 (this applies only for mainland UK postal addresses)
• Isle of Wight next-day delivery (parcels under 25kg): £17.50

LIMITATIONS

However, due to certain geographical limitations, the following postcodes are not part of our guaranteed next-day delivery service. Affected postcodes include:

• AB 30-38, 41-56 (Aberdeen & Northern Highlands)
• EI €“ All of Eire (Republic of Ireland)
• FK 17-21 (Northern Highlands)
• G 83 (Glasgow)
• GY 9 (Guernsey)
• HS 1-9 (Northern Highlands & Oban)
• IM €“ (All of Isle of Man)
• IV €“ (All of Inverness)
• KA 27-28 (Arran & Oban)
• KW 0-199 (Northern Highlands, Orkney & Shetland)
• PA 20-99 (Oban)
• PH 15-99 (Northern Highlands & Oban)
• TR 21-25 (Offshore Cornwall)
• ZE €“ (All of Orkney & Shetland)
• Scottish Highlands, Isle of Man & N, Ireland, S.Ireland (please enquire for delivery prices)

International Shipping Rates

At Sienna X, we offer affordable Worldwide Shipping. Delivery prices are based on parcel weight, please enquire if you need more information.

TRACKING ORDERS

To track your order, please contact DPD customer services on 0121 275 0500 and quote your delivery postcode and first line of your address. You can also track your order online at www.dpd.co.uk and enter your reference number that you received through email or text.

If you have provided us with a mobile number, you will also receive a text alert giving you a one-hour time slot for your delivery, so you don’t have to wait in all day.

TIMING OF ORDERS

We process orders in our warehouse from 9am to 3pm Monday to Friday. Therefore, if your order is placed on a Friday after 3pm, Saturday, Sunday or on a bank holiday, please expect a small delay. Local weather conditions can also affect delivery time.

CHRISTMAS & NEW YEAR DELIVERY

Please check here for our Christmas opening times, orders and deliveries.

NEED MORE INFORMATION ON DELIVERY?

For more information on our delivery service, don’t hesitate to call us on 0333 600 1200 or email customerservices@sienna-x.co.uk.

Our head office opening hours are Monday to Thursday 9am-5:30pm, Friday 9am-4:30pm.

Our returns policy is as follows:

• Delivery/postage charges will NOT be refunded.
• A request must be made in writing to The Spray Tan Cubicle Company Ltd/Sienna X within 14 days from receipt of your order.
• ALL returns must have arrived back to Sienna X goods in department within 21 days of original purchase.
• If you wish to return unwanted goods, please ensure that any product you have bought is in original condition and unaltered (for example, the addition of personalised logos), unworn/unused and sent back to us within the original packaging.
• Refunds will be subject to the purchase price.
• Your statutory rights are not affected by our returns policy.

How to return items

If you would like to return your item, please call our customer service team on 01905 727070 and quote your delivery postcode to arrange a return.

We are NOT able to accept unscheduled returns, please speak with our customer service team before returning any items.

Please take care when returning your product.

Ensure all items are suitably packaged and protected for transit to avoid damage or leakage.

The warehouse are not able to accept unsuitably packaged items that have subsequently been damaged in transit.

You are required to enclose your:

• Full name
• Order number

Returns Address

FAO Sienna X

For your own protection, please obtain a proof of postage from the carrier, as we do not accept responsibility for lost parcels.

We reserve the right to refuse your return or charge a final fee for damaged or altered products that are not in a resalable condition.

How to Exchange Items

We can offer exchanges within 14 days of receiving your order. Please get in touch with us on 01905 727070 so that we can help you with this process.

Processing Returns + Refunds

For UK orders, please allow up to 10 working days for a refund to be processed.

For orders OUTSIDE of the UK, please allow up to 21 working days for a refund to be processed.

Need more information on Returns, Refunds + Exchanges?

For more information on your return, exchange, and refund, do not hesitate to call us on 00 44 (0) 1905 727070.

Our head office opening hours are Monday to Thursday 9 am-5:00 pm, Friday 9 am-4:00 pm.