Questions regarding orders
Problems placing your order:
If you are experiencing technical difficulties trying to place an order, simply email us at firstname.lastname@example.org.
Cancelling your order:
If for any reason you would like to cancel your order send us an email to email@example.com as soon as possible. If your order has not already been dispatched, we will be able to cancel your order. If your order has already been sent, please see our "RETURNS" section.
Have not received your item(s):
Please double-check your order confirmation email, which should include a tracking number. If your order is still in transit then it is on its way to you but if your order is described as "delivered" please email firstname.lastname@example.org.
*For frequently asked questions on orders made through Klarna payments please click here.
QUESTIONS REGARDING DELIVERY
What are the costs of delivery?
Delivery within the United Kingdom is free of charge. For international orders please see our Delivery page.
Can I change my delivery address?
In terms of your Scent City account you can change your delivery address anytime. Please be advised that the address used when placing an order cannot be changed after your email confirmation has been sent.
How long till I receive my order?
Your goods should be delivered within 5 working days of the order confirmation email.
For information on how long each delivery option takes, please see our "DELIVERY" section.
What courier companies do you use?
Depending on your order, the most suitable courier company will be chosen. This will depend on the weight, size and value of your order. In the UK, we use Royal Mail, DHL and UPS. For international deliveries, it will depend on the chosen country and delivery method.
What countries do you deliver to?
We are able to ship items to the majority of countries worldwide. On rare occasions we may have to review an order due to restrictions within a region/country. Please see our Delivery page for more details. Shipping estimates vary depending on countries.
QUESTIONS REGARDING RETURNS
How long do I have to return an unwanted item?
We accept returns within 5 working days of delivery. We advise customers to return items on the same day using special delivery to ensure there unwanted items are returned with a guarantee. Items received after 7 working days will not be refunded but can be exchanged within 14 working days of delivery.
How long until I receive my refund?
Once your package is received, our finance department will process the refund to the bank account or credit card used when making the order. This usually takes 5-7 working days, an email confirmation will be sent to your email once your refund has been processed. We will not be able to refund any amount to a different account.
How to return my unwanted item?
All items should be unopened and packaged as the customer received it. Please leave a copy of your invoice in the package, which has your address, order number and product code. This will allow us to locate your item and process your refund accordingly.
QUESTIONS REGARDING FRAGRANCE
Why are some perfumes so expensive?
The price of a pefume is an indication of the length of time it has taken to formulate and develop. The precious ingredients and raw materials used, in addtion to the skill of the perfumer should be taken into consideration. Lastly the packaging and bottle is also important, it is like art, in that regards can be viewed as priceless.
What are niche perfumes?
The characteristics of niche pefume are mostly that they are unusual, hard to find, special and on occasion quite expensive. Niche perfume brands have the freedom to explore daring combinations of ingredients which at times are a reflection of personal experiences.
How long will perfume last on me?
Not only does this depend on the type of fragrance but also on your body chemistry. Your natural odour and the oilier your skin can determine how long the perfume will last. Perfume tends to hold onto oily skin longer than dry skin so it may be worth putting on some cream before applying your fragrance.
What is a fragrance note?
Fragrance notes are the the individual components that make up the complexity of which is perfume, almost like pieces to a puzzle. Notes such as jasmine, sandalwood, rose, lime, bergamot, Ylang-Ylang, Pink Pepper and thousands more. Niche perfumes have the advantage of using more of the special ingredients as their perfumes are not mass produced which may prove expensive for mainstream brands.