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.

DELIVERY

This is dependant on delivery method selected:

 2 – 4 days for Standard delivery.

1-2 days for Expressed Tracked.

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 returns@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.

If you return your order in full, then, subject to the delivery method that you selected when first placing your order, you may be entitled to a refund of all or some of that delivery charge. 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 seals or strips removed or damaged. If your order contains one or more of these products, unfortunately, this will not count as a full order return, and we are unable to refund your delivery charge.

For more information please see our T&Cs page.

CLICK & COLLECT

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

Your order will be ready for collection almost immediately.

Proof of your order confirmation email and I.D.

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