Frequently Asked Questions


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.


On average 2 – 4 days

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

Yes, our carriers will require a signature when they deliver your parcel. For more information, see our Delivery & Returns page.


Yes – but it must not had been opened/ used etc

Once we have received your item, you will be refunded to your original payment method (with a few exceptions, please see below). If this is to a debit/credit card it will appear in your account within five days, depending on your card issuer.

If you paid using multiple payment methods we will refund to your credit card/debit card/Paypal/AliPay account first before refunding to an evoucher or gift card. We will refund to a gift card for in store refunds of online purchases made through Paypal or evouchers. For postal returns paid through a gift card we will refund you through an evoucher.

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.


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.