Frequently Asked Questions

ORDERING

We’ve tried to make shopping at scentstore as easy as possible: simply browse by the ‘Brands’ drop down or ‘Shop All Products’, add items to your shopping bag and follow the prompts at checkout.

Log in to your account and click on ‘Forgotten your password’. We will email you a new temporary password.

No, you can use the guest checkout to complete your order. Having an account not only speeds up the order process, but you will also be able to see your order history; save your personal and payment details as well as edit your favourites items.

There are numerous contact methods available between business hours 9:30-5pm Monday to Friday:

Phone: 01872 263663 (response time up to 1 min)
Live Chat: Blue ‘Chat with us’ button on the right hand side of the website (response time up to 5 mins)
Email: sales@scentstore.com (response time up to 2 hours)
Social Media Messaging: via Facebook, Instagram or Twitter (response time up to 2 hours)

Outside of business hours there are facilities to leave a message & you will receive a response as soon as possible on the first day of business return.

NEED ADVICE?

All our customer service advisers are on hand to help you with any query on either your order, a product or any aspect of how to use a product or obtaining advice for a special gift.

Our advisors are also fully trained with many years experience in fragrance and beauty so would be happy to help with any fragrance, skincare or cometics related query.

We can provide advice on buying a gift for a loved one using a mix of our experience and by using a highly advanced database of fragrances and notes. This process can identify similar fragrances based on what type of fragrance they have worn before. We can also advise on the bestsellers and keep gifts within a budget. This is our specialism and we rarely get this wrong!

We provide a popular corporate gifting service and can advise on suitable gifts for colleagues and staff. These can be gift wrapped and delivered to your workplace.

We also offer a standard and luxury gift wrapping service both with a facility to leave a message of up to 120 characters. This option can be selected at the product page before adding to the basket. See an example of our gift wrap here.

We can send your gift to another address specified at the time of your order, unfortunately we are unable to amend the delivery address after the order has been placed.

No invoices are sent with our orders only packing sheets however should you wish no paperwork to be sent with the item please put a note on the order notes section at checkout stage.

There are numerous contact methods available between business hours 9:30-5pm Monday to Friday:

Phone: 01872 263663 (response time up to 1 min)
Live Chat: Blue ‘Chat with us’ button on the right hand side of the website (response time up to 5 mins)
Email: sales@scentstore.com (response time up to 2 hours)
Social Media Messaging: via Facebook, Instagram or Twitter (response time up to 2 hours)

Outside of business hours there are facilities to leave a message & you will receive a response as soon as possible on the first day of business return.

DELIVERY

This is dependant on delivery method selected:

 2 – 4 days for Standard delivery.

1-2 days for Express Tracked.

Guaranteed Next Day Guaranteed & Saturday Delivery Options are also available.

Most orders are delivered by the Royal Mail however this may change according to the time of year and size of order/parcel.

Most orders are shipped in a unbranded brown cardboard box, (smaller items may be shipped in padded postal bags).

You may be required to sign for your parcel depending on your location, method of delivery chosen and size of parcel. For more information, see our Delivery & Returns page.

RETURNS & REFUNDS

Yes – please email sales@scentstore.com as soon as you receive the incorrect item.  Returns / replacements will only be accepted / sent if the item has not been opened and/or used.

Please email sales@scentstore.com before sending your item back to ensure the product/order is eligible for return.  When returning a product please use a suitable box and ensure the product is well protected and send to the address below ensuring a note is enclosed detailing your order number and reason for return.

Scentstore Returns

10-11 Cathedral Lane

Truro

Cornwall

TR1 2QS

Once we have received your item and the condition is verified, you will be refunded to your original payment method. If this is to a debit/credit card it will appear in your account within 5 days, depending on your card issuer. Paypal refunds usually appear within 24 hours.

For more information please see our T&Cs page.

Delivery costs for unwanted returned goods are not refundable. For full details please see here. Some products are not eligible for a refund or exchange – this includes personalised and perishable products as well as products which have had their protective cellophane, seals or strips removed or damaged. Please email us for further clarification before sending your item back.

For more information please see our T&Cs page.

CLICK & COLLECT

All of our products are available to order Click & Collect.

You will be notified via email or text when your order is ready for collection. Please allow up to 24 hours for your order to be prepared especially during busy periods.

Proof of your order confirmation email and I.D.

Just contact us to arrange another time or to change to a postal delivery.