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Free delivery on all UK orders

FAQ’s

ORDER ISSUES

If using a mobile device try using a desktop computer or laptop, to complete your order on our website. Make sure you clear your cache and cookies, and if this doesn’t work try changing your browser.

Still having trouble? Send our customer services team an e-mail at: info@scentsationalltd.com and make sure you include the browser/device you’re using, any screenshots or photos, and make sure you e-mail us using the same one you have an account with.

Once your order has been dispatched from our warehouse you’ll receive a dispatch e-mail with your tracking link. You can then track the parcel directly with the courier. Orders are normally dispatched within a few working days. If you can’t find your e-mail make sure you double check your junk/spam folders.

If the tracking on your order hasn’t updated for several days get in touch with Customer Services who can look into it for you.

Customer Service Number: 0121 440 5205
Customer Service Email: info@scentsationalltd.com

If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.

For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.

Promotion codes do have to be entered at the time of placing the order. They cannot unfortunately be added on after the order process has been completed.

Unfortunately, we do not offer a price matching service. As a reputable retailer we do our utmost to remain as competitive as we can on the market to ensure our customers get the best value from shopping with us.

Make sure you double check your junk/spam folder as sometimes it can be hiding in there! If you can’t find it and haven’t received your order within our delivery promise, contact Customer Services

Customer Service Number: 0121 440 5205
Customer Service Email: info@scentsationalltd.com

We’ve gone paperless so you won’t receive any paperwork in your parcel. You’ll still get your order confirmation and dispatch via e-mail.

DELIVERY

If your order is showing as delivered and you can’t locate it, firstly check with your neighbours, anyone else in your household and any safe places it could have been left. If you track your parcel using the tracking number in the shipping e-mail, you should be able to see if the parcel was left in a safe place or with a neighbour. If you still can’t locate it, get in touch with Customer Services who can investigate further. We’ll ask you to fill out a denial of receipt form and ask you a few questions so we can go back to Hermes. Once our investigation is complete we’ll then look at resending your order or refunding you.

Customer Service Number: 0121 440 5205
Customer Service Email: info@scentsationalltd.com

If when you track your order you can’t see an update on your parcel and it’s been more than 5 days, get in touch with Customer Services who can investigate further with the courier.

If you’re not home when we try to deliver the courier will locate a safe place to leave your parcel, or leave it with a neighbour (usually either opposite or either side of your property). If they can’t find a safe place or neighbour to leave it with, they’ll will reattempt delivery up to two times. They’ll leave a calling card for you so you know what’s happened to your parcel.

We offer delivery within the UK. Find out more on our delivery page.

RETURNS

We WILL happily accept returns due to change of mind, as long as a request to return is received to us within 14 days of receipt of item and are returned to us in the original packaging, unused and in a re-sellable condition. Return shipping will be paid at the customers expense and will be required to arrange their own shipping. Once returns are received and accepted, refunds will be processed which may take up to 10 working days. We will notify you once this has been completed via email.

(Scentsational) will refund the value of the goods returned but will NOT refund the value of any shipping paid. When your order is refunded, we will email you on the address your order was placed to let you know. It will then be down to your individual bank’s processing time for the funds to process back into your account. Once arrived at our warehouse your return will be processed within 10 working days.

You can return your online order to:

Scentsational Corporation Ltd, 61 Bridge Street, Kington, HR5 3DJ.

For any additional information, please contact Customer Services

Customer Service Number: 0121 440 5205
Customer Service Email: info@scentsationalltd.com

 

If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps. We expect all items to arrive in perfect condition, however if on the rare occasion you do receive an item that seems to be faulty, please contact Customer Services

Customer Service Number: 0121 440 5205
Customer Service Email: info@scentsationalltd.com

We have a number of checks in place to try and ensure the accuracy of the orders we send, however if a mistake has happened and the item you’ve received is not correct, then please contact our customer service team who will assist you.

Customer Service Email: info@scentsationalltd.com
Customer Service Phone: 0121 440 5205

When your order is refunded, we will email you on the address your order was placed to let you know. It will then be down to your individual bank’s processing time for the funds to process back into your account. Once arrived at our warehouse your return will be processed within 10 working days.

If you’ve received a faulty item. please get in touch with our Customer Service team who will assist you.

Customer Service Email: info@scentsationalltd.com
Customer Service Phone: 0121 440 5205