Where are your products made?
Both our Artist Collection and Memories Collection are made entirely in the UK. Our design studio is based in London and our supply chain runs across the whole of Great Britain.
Are your products sustainable?
Sustainability is very important to Timothy Dunn London and we have made it our goal to create a product that is sustainable and environmentally friendly. We use our own unique blend of wax and have created a product that is fully recyclable.
Are your products Vegan friendly?
We are very proud that The Artist Collection is Vegan and our Artist Collection diffusers contain no alcohol.
I don’t know what fragrance to buy. Can you help me?
If you are having a hard time choosing the right fragrance or gift for a loved one, please contact us on 0208 877 3001 or via email email@example.com and one of our Timothy Dunn London experts will be more than happy to help find your perfect scent.
The product I am looking for is out of stock. Will it be restocked?
We’re sorry that the item you’re interested in is out of stock.Please follow our social media channels to stay up to date with restock and sign up tour mailing list for all immediate stock updates. Additionally, you can sometimes leave your email address for the desired item under 'NOTIFY ME'. This way you'll be the first to know when there is a restock. Alternatively please email firstname.lastname@example.org for further assistance.
Do I need an account to place an order?
You can shop with us online in two ways:
How will I know when my order has gone through?
We will send you an email to acknowledge that we have received your order. The email will include your order number, billing information and a link to Track Your Order. If you do not receive a confirmation email after placing an order, please contact our Customer Service team for further assistance.
Which payment methods do you accept?
Visa, MasterCard, American Express, Discover, Diners, JCB, Union Pay
Apple pay Google pay
When will I be charged?
We will take payment at the point that your order is placed on our website. Should your order be cancelled, we will immediately issue a refund
What currency will I pay in?
Why might my payment be declined?
Payments may be declined at the point of purchase or after placing an order. If your order has been declined at Checkout when placing an order, it may be due to insufficient funds or a block placed by your bank. In these instances, contact your card provider for further information about this transaction. If your order has not cleared our security check, we may decline payment for secure purchasing. For further assistance with declined payments, please contact our Customer Service team.
Do I have to pay import duties in order to receive my order?
If you have placed an order from the UK or EU you will not have to pay import duties to receive your order.
If you placed an order from outside of the UK or EU, there is a possibility that you might have to pay import duties. This depends on the customs laws in your country.
What is VAT?
VAT is Value Added Tax, which are the taxes paid on top of the value from the sale of products or services.
Both customers inside and outside of the UK pay VAT on their purchases. If you purchase from within the UK and the EU VAT is included in the price of our products. If you purchase from another country, you will have to pay this in the form of our import duties.
What delivery options do you offer?
We use DPD and Royal Mail to deliver your order. Tracking details will be emailed to you if your order is dispatched via DPD so you can see a delivery slot and arrange with DPD directly any delivery details.Orders placed before 10am will be dispatched that day, orders placed after 10am will be dispatched the following day. DPD will advise on the delivery date and time once your order has been processed.
What delivery courier do you use?
All UK orders are delivered by DPD with an up-to-the-minute service. Orders shipped to Europe and the rest of the world will be delivered by DHL. To track or make changes to your delivery, you can contact DPD or DHL directly through their apps.
Do you offer free delivery and free returns?
We are currently offering free UK delivery and returns on all orders with a minimum spend of £100. Terms and conditions apply.
When will my order be delivered?
After you have selected your delivery option at Checkout, you will be given an estimated delivery date. Please note: for both UK and international orders, delivery may be delayed due to situations beyond our control, for example: Customs delays, adverse weather conditions or unexpected increase in demand. Our Customer Service Team will update you if anything changes with your order.
How can I track my order?
When your order is dispatched, we will send you a confirmation email. You can follow your order’s journey by selecting ‘My Orders’ when signed in to your online account. If you have used our ‘Guest Checkout’ option, you can track your order here.
What time to do I place my order by for next day delivery?
Orders for UK next day delivery must be placed before 10am using our nominated day delivery service. Please note: only available delivery days will appear at the checkout.
I have only received part of my order. What do I do?
Occasionally, we may send an order in separate deliveries so that goods are received as quickly as possible. You will receive a confirmation email when any remaining items are sent out for delivery.
Can I order to multiple addresses?
No, we can only deliver orders to one shipping address at a time. If you would like help placing separate orders to multiple addresses, please contact our Customer Service team for further assistance.
Which products cannot be shipped outside the UK?
While Timothy Dunn London ships worldwide, some items are not available to purchase in every region. This includes, but is not limited to, certain items containing alcohol, wood products and perishable goods. When shopping online, select your delivery destination to show only the items that can be shipped to you.
How long do I have to return an Item?
We hope that you will be happy with your purchase, however, should you be less than satisfied with your purchase, please return it in its original condition within 21 working days from delivery.
I have been sent the wrong item, how can I return?
Within your package you will receive a delivery note with details of your purchase. If these details do not match the product delivered, please notify our Customer Services team on 0208 877 3001.
If you return items for reasons other than defects in the goods or incomplete or incorrect delivery you will be required to arrange and pay for the return of the items to us.
My items were damaged in transit. What should I do?
If the goods you receive are damaged or faulty in any way, or not what you originally ordered we will be happy to exchange the items or offer you a refund.
Please notify us immediately by calling our Customer Service Team 0208 877 3001 (Monday - Friday 9am-5pm (excluding public holidays)).
I am not happy with what I ordered, can I exchange?
Refunds for items given as a gift can only be given to the original purchaser; however, you can request a replacement or exchange.
I bought one of your products from your stockist. Can I request a refund?
Items bought from our stockists will need to be returned to them directly.
I have used my item, can I still request a refund?
We cannot accept returned goods that we reasonably believe have been used. In such circumstances, we will notify you that no refund will be available, and you will be responsible for arranging for such goods to be returned to you within 28 days of our notification.
How should I return my items?
Please ensure you wrap all goods safely and send via a secure method such as recorded delivery. Items purchased as a set can only be returned as a complete set, not as individual items. To ensure prompt resolution, please provide the order number and keep the box, packing materials and the damaged items for inspection on return to the studio.
This policy is only applicable to purchases made online; we are unable to process returns for purchases made from one of our stockists.
What are the advantages of having a Timothy Dunn London account?
A Timothy Dunn London account makes it faster and easier to place an order. Your address details will be filled in automatically and all of your Timothy Dunn London orders can be easily found in one place.
How do I create an account?
In the first phase of checkout you have the option to login to your account. If you’d prefer not to create an account, you can place an order as a ‘New Customer’.
How can I delete my account?
Our Client support can delete your account whenever you need us to. Please send us an email email@example.com and we can take care of it for you.
I have forgotten my account password. What can I do?
You can request a new password by clicking on ‘Forgotten Password?’ on the Sign in page.
If you can’t remember the email address you registered with, or if you have problems signing in to your account, please contact our Customer Service team.
For more information on using your online account, please read our terms and conditions.