FAQs


Take a look at some of our frequently asked questions. If you require further assistance, please feel free to contact us.

Delivery

Do you deliver goods outside of the United Kingdom?
Scentsuality is based in the UK, however we deliver goods worldwide. Please note that delivery times for orders outside of the UK may vary. Please refer to our delivery options for more information.

What are your delivery costs?
To find out more information about our delivery time and costs, please click here.

Can you deliver to a different address?
Yes, we can.  Please state on checkout where you would like your item delivered.

Payment

What methods of payment do you accept?
We accept payment via PayPal of all major credit and debit cards - a PayPal account is not necessary.

Returns & order cancellation

Can I return my item for a refund?
Yes. As long as your item follows the criteria below, we are more than happy to provide you with a full refund.

Returned items must be:

  • Unused
  • If the item you purchased has a cellophane wrapping, this must not be removed

Who will pay the return postage costs if I want a refund?
You will be required to pay for return postage fess unless the item you have purchased is faulty.

I want to exchange one product for another. What shall I do?
If you would like to exchange a product you have purchased, you will need to follow our returns procedure, send you item back to Scentsuality and request a refund.You will then have to return to our online shop to purchase your preferred item of choice.

How long will it take to process my refund?
Once we have received your returned items and the refund has been authorised, we will provide you with a full refund (excluding delivery charges) via the same payment method used on your original transaction. Please allow 7 - 21 days for this process to be completed.

Who will pay the return postage costs if I want a refund?
You will be required to pay for return postage fees unless the item you have purchased is faulty.

I returned my goods to Scentsuality but have not received my refund, what shall I do?
If more than 15 working days have passed and you have not received an email notification from Scentsuality about your refund, please email info@scentsuality.co.uk for assistance. In the unlikely event that your returned items have been lost in the post, please ensure you have proof of your return postage to be eligible for a full refund.

General

Who are Scentsuality?
Scentsuality.co.uk is a subsidiary of UK company, EASy Streetz Limited. We are registered in England and Wales under company number 5552742.

How can I contact you?
You can contact Scentsuality via email, telephone or via our online web form. Scentsuality is based in Surrey, United Kingdom. To contact us click here.

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