Shipping and Delivery

Two different shipping arrangements

Orders are shipped in one of two ways, and the difference matters for price, timing and paperwork. Retail orders are small quantities of single oils and blends in 5 ml, 10 ml and 100 ml packs. Business and wholesale orders are bulk aroma raw materials supplied under a written quotation.

The sections below are grouped by track. If you are not sure which applies, ask us before you order and we will confirm in writing.

Retail orders: dispatch

Retail orders are prepared for despatch from a European fulfilment point. We aim to dispatch in-stock orders within two business days of receiving payment, and will send a despatch confirmation with a tracking reference once the carrier has accepted the parcel.

An order packed to order, or dependent on a batch not yet received at the fulfilment point, may take longer. We will then tell you the expected dispatch date rather than leave the order without an update.

Retail orders: carriers and delivery estimates

We use established carriers for retail deliveries. Within the European Union, delivery typically takes three to six business days after despatch; outside the European Union, five to twelve business days after despatch.

These are estimates based on the carriers' normal transit times, not guaranteed service levels. Public holidays, customs clearance, weather and carrier capacity all affect them, and none of them is within our control.

Business and wholesale shipments

Business shipments are sent worldwide. Freight is quoted separately from the goods price, against the Incoterm named on your quotation, and by sea or air as the quantity and destination require. Both LCL and FCL consignments are available, and the estimate is set out before you commit.

The lead time depends on the material, the quantity and stock availability. Documents such as the certificate of analysis and the safety data sheet travel with the consignment or are sent in advance, as the quotation states.

Customs, duties and VAT

Retail orders delivered within the European Union include VAT at the rate applicable in the destination country, with no further import charges on that delivery. The invoice shows the VAT separately.

For business shipments the position depends on the Incoterm. Where we have agreed DDP, the quoted price covers delivery to the stated destination with duties handled. Where the shipment is EXW, FOB or CIF, import duties, taxes and clearance are your responsibility, and the carrier may require payment before release.

Tracking, delays and delivery problems

Tracking details are sent with every consignment. If a tracking reference stops updating, or a delivery is delayed, contact us and we will check the status with the carrier and tell you what we know, even where the delay is at customs or with the local delivery company.

If a parcel cannot be delivered, the carrier will normally leave a card or attempt a second delivery. A parcel returned as undeliverable can be reshipped with the additional freight charged, unless the return was caused by an error on our side.

Damaged or incorrect items

If an item arrives damaged, leaking or incorrect, tell us within seven days of delivery and send photographs of the outer packaging and of the affected item. The photographs help the carrier and insurer assess the claim, and without them it is harder to substantiate.

Where the damage or the error is ours, we will replace the affected item or refund it in full, and carry the cost of returning it. We ask for photographs because we cannot assess the condition of goods we have not seen.

Returns for retail orders

Unopened retail bottles may be returned within thirty days of delivery for a full refund of the product price. Opened bottles cannot be returned for hygiene reasons unless the product is damaged or faulty, in which case we replace it rather than refund it.

Return the item in its original packaging with your order reference. A refund is made to the original payment method once the return has been received and checked. Return freight is payable by you, except where the item was damaged, faulty or wrong.

Returns for business orders

Returns and credit for business and wholesale orders are governed by the Incoterm and the terms of the quotation that accompanied the order, not by the retail procedure above. Claims for shortage, breakage or quality must be notified as the quotation requires and before the goods are used or resold.

If you would like the terms of a return confirmed in advance, ask before the order is placed and we will set them out in the quotation.

Restricted destinations and carrier limitations

Certain destinations are restricted for fragrance materials because of carrier rules, import controls or local law, and we cannot ship to them. We will tell you if an address falls into that category, rather than accept an order and fail to deliver it later.

Carriers also limit the size, weight and packaging of a consignment, and a shipment that breaches those limits may be refused or delayed. Give us a full delivery address, including any postal code, unit number or business name, so the carrier can complete the delivery.

Contact

Questions about a shipment go to zhuxuran@yaosynbio.com, or message us on WhatsApp or call +86 182 5601 9201. We are available Monday to Friday, 09:00 to 18:00, UTC+8.

Please have your order reference to hand, as it is the fastest way for us to trace a parcel and check the consignment with the carrier. If you are reporting damage or a shortage, follow the procedure above so that the claim can be handled within the seven-day window.