Delivery Information

All of our products are dispatched within 2 working days of the order being placed.

The estimated delivery dates are based on the average delivery time by Royal Mail but we cannot guarantee the speed of the Royal Mail Service.

UK Royal Mail Tracked - £2.50

Please allow at least 8 working days, from despatch, for delivery. Your parcel will be delivered via Royal Mail. If you are not available to receive your order, a card will be left and you will be able to collect your parcel from the local sorting office.

UK Other Courier 24H Express Service - £4.95 per item

Please allow at least 5 working days, from despatch, for delivery. Your parcel will be delivered via Courier. If you are not available to receive your order, a card will be left and you will be able to re-arrange delivery.

Please note that Royal Mail does not class an item as “lost” for UK parcels until 15 working days after dispatch, after this time we will conduct an investigation and either send a replacement or offer a full refund. Please contact customer service after this time has elapsed.

Europe Airmail Delivery - £4.95 per item

Please allow at least 14 working days, from despatch, for delivery.

Please note that Europe orders are sent via Royal Mail delivery. Royal Mail does not class an item as “lost” for European orders until 30 working days after dispatch, after this time we can conduct an investigation and either send a replacement or offer a full refund. Please contact customer service after this time has elapsed.

If the parcel is too large to be delivered and there is no-one present to accept the package, Royal Mail will leave a “whilst you were out” card to rearrange delivery or collection at the local sorting office.

Returns

If you are not completely satisfied with your purchase you may return it to us within 30 days of receipt for a full refund or replacement. Please note we will not accept a return for a refund or replacement if the item has been used or is returned to us in a non-resalable condition. If a product is returned to us in a non-resalable condition, a 25% disposal charge will be made and this will be calculated from the cost of the product.

When returning goods you must contact our Customer Service team to obtain a Returns Authorisation Code which must be quoted when returning the goods along with a note detailing the reason for return and your preference of a refund or replacement.

If upon receipt an item is incorrect, damaged or faulty please contact our Customer Services department and we will provide a freepost return label (UK customers only). For international returns the postage cost will be paid by the customer and will be refunded on receipt of the return. If you are returning an item due to a change of mind, you will be responsible for the return postage cost. Please note photographic evidence may be required to support a claim.

Please obtain a receipt from the post office when returning an item as the parcel may get lost in transit, the receipt will then be used as proof of postage. If you do not have proof of postage and the parcel does go missing in transit, unfortunately this is not our responsibility and we will not be able to issue a refund or replacement.

All returned goods will be refunded or exchanged, providing they have not been used or damaged, within 2 working days of receiving the return. If it is not clearly stated whether a refund or replacement is preferred, a refund will automatically be issued.

Return Address: -

Scent Warehouse
SGT
PO Box 528
Manchester
M5 0BZ

E-Mail: - eBay@Scentwarehouse.co.uk

Phone: - 0161 888 2926

Frequently Asked Questions

We aim to answer all queries within 24 hours, between Monday to Friday from 8.30am to 5pm excluding public holidays.

Important Note: Some e-mails accounts will ‘Junk’ any e-mails that are sent from addresses that are not recognised, so make sure you add ebaysales@scentwarehouse.co.uk to your address list so that we can get in touch.

How many items can I order?

We allow 10 items to be ordered per customer every 10 days. In special cases we will allow customers to purchase more than 10 items but this is purely at our discretion. Should you encounter any problems whilst ordering, please contact our Customer Service team where we will be happy to help.

Do you have the item in a different size?

We endeavour to list all our available products on eBay. Please see our eBay listings for the most up to date information and prices. Should you have any further queries please do not hesitate to contact our Customer Service team.

Can I make a bid for an item and do you offer discounts?

Unfortunately all our products are “Buy it Now” and we do not offer a discount of any kind even for bulk buys.

Can I change my order?

Unfortunately once you have placed your order we are unable to amend it. Please contact our Customer Service team and we will do our best to cancel your order.

Can I change my delivery address?

Unfortunately once you have placed your order we are unable to amend the delivery address. You can only change your delivery address at the time of placing your order and this must be completed using the ‘change address’ option on eBay and PayPal.

How do I pay?

We only accept payment via PayPal which is the quickest, easiest and most secure way to pay. If you are unsure how to use PayPal or are having problems with your account, please contact PayPal Customer Support Line on 0870 730 7191. Please note we do not have the facilities to take payment over the telephone, all orders must be placed online.

How much is delivery?

• UK Royal Mail 48 Hour Tracked - £2.50
• UK Other Courier 24 Hour - £4.95
• European Road Service - £4.95

How long will it take to receive my order?

All orders will be dispatched within 24 hours of receipt of payment excluding weekends and bank holidays. Any orders placed on a Friday, Saturday or Sunday will be dispatched the next working day. Delivery to the UK is estimated between 3-5 working days and EU orders can take up to 2 weeks, however as the delivery time can vary, please allow at least 10 working days to receive your order. Please note the estimated delivery dates are based on an average delivery time.

Where do you deliver to?

We deliver to the UK and the following countries:

Austria, Belgium, France, Germany, Luxembourg, Netherlands, Norway, Sweden, Switzerland, Czech Republic, Denmark and Poland.

How will my order be delivered?

Deliveries to the UK and Northern Ireland are made by Royal Mail 48 Hour Tracked delivery.

International delivery is made by European Road Service via Spring Global then passed on to the equivalent postal service in designated countries.

Can I track my order?

We send all UK orders via tracked delivery; please contact our Customer Service team for details. Unfortunately we are unable to send international orders via tracked delivery at this time.

What if I’m not at home when the parcel is delivered?

If you are not available to accept delivery the postal service will leave a card to advise that delivery has been attempted. To re-arrange delivery please follow the instructions on the card. Your order will be held at the local sorting office for 18 days. If the item is not collected or delivery is not rearranged, your order will be returned to us and a full refund will be issued. Please note we do not re send any orders that are returned to sender by the post office, a refund will be issued on receipt of the return.

Do you sell gift sets?

We have an extensive range of fragrance, body care, skin care and cosmetic gift sets available. Please see our eBay shop for the full range.

Are your products genuine?

All our products are 100% genuine, have never been used and are still in the original packaging.

Are your products sealed in cellophane?

Unfortunately certain brands come without cellophane as the manufacturer believes the packaging is better without.

Do your prices include VAT?

The price of all products listed does include VAT.

Can I collect my order?

Unfortunately we do not allow customers to collect orders due to health and safety reasons.

I have received an incorrect, damaged or faulty product, what should I do?

Should you receive an incorrect, damaged or faulty item(s) please contact our Customer Services department and we will provide a freepost label (UK customers only) for you to return the item(s) for either a refund or replacement. For international returns the postage cost will be paid by the buyer and will be refunded on receipt. Please obtain a receipt from the post office when returning the item as the parcel may get lost in transit, this will then be used as proof of postage. Please note: Photographic evidence may be required to support a claim.

Why are the products so much cheaper?

We sell direct to the consumer, therefore there is no shop or middleman so we can pass the saving onto the customer.

What do I do if I haven’t received my order?

If you have not received your parcel after 10 working days from the dispatch date please contact our Customer Services department for a lost parcel claims form. Once the form is completed and returned to us we will investigate the claim and either process a refund or send a replacement.