Delivery
We currently deliver to UK addresses only. All orders are sent using a tracked Royal Mail service, giving you the ability to follow your order from dispatch through to delivery.
Available delivery options and current charges are shown at checkout.
Dispatch Times
We aim to dispatch orders within 1 working day.
Orders placed at weekends or on UK bank holidays will be processed on the next working day.
Once your order has been dispatched, you will receive tracking information so you can follow its journey.
Delivery Options
Royal Mail Tracked 24
Royal Mail aims to deliver by the next working day following dispatch.
Royal Mail Tracked 48
Royal Mail aims to deliver within 2–3 working days following dispatch.
Please note that these are Royal Mail delivery aims rather than guaranteed delivery times. Delivery may occasionally take longer due to circumstances outside our control or for certain UK postcode areas.
Free UK Delivery
We offer FREE UK delivery on orders over £100.
Orders qualifying for free delivery will be sent using Royal Mail Tracked 48.
Delayed or Lost Orders
If your order has not arrived within the expected delivery timeframe, please check your Royal Mail tracking information in the first instance.
Occasionally, deliveries can experience delays. Under Royal Mail's current claims process for Tracked 24 and Tracked 48, a claim for a potentially lost item cannot be processed until 7 working days have passed from the date the item was due to be delivered.
If your parcel has still not arrived after this period, please contact us and we will investigate the missing delivery with Royal Mail on your behalf.
Where an order is confirmed as lost in transit, we will arrange a replacement where possible or provide an appropriate refund.
Incorrect or Incomplete Delivery Addresses
Please check your delivery address carefully before completing your order. Customers are responsible for providing a complete and accurate delivery address at checkout.
Scents Sent cannot accept responsibility for delays, failed deliveries or parcels that cannot be delivered as a result of an incorrect or incomplete address supplied by the customer.
If you notice an error in your delivery address, please contact us as soon as possible. If your order has not yet been dispatched, we will do our best to correct the address before it is sent.
Once an order has been dispatched, we cannot guarantee that the delivery address can be changed.
Returned to Sender & Failed Deliveries
Where an order is returned to us because an incorrect or incomplete address was provided, delivery was refused, or the customer failed to collect or otherwise accept the parcel, additional postage charges may apply if the customer asks us to send the order again.
If a parcel is returned to us, please contact us so that we can advise you of the available options.
Tracking Shows Delivered
If Royal Mail tracking shows that your order has been delivered but you cannot locate it, please first check any designated safe place, with other members of your household and, where appropriate, with neighbours.
For deliveries to student accommodation, shared accommodation, workplaces or other premises with a reception, concierge, mailroom or similar facility, please also check whether the parcel has been accepted on your behalf.
Where you have specifically nominated a safe place, neighbour or another person to accept delivery on your behalf, delivery to that nominated location or person may be treated as delivery of your order.
If you have completed these checks and are still unable to locate your parcel, please contact us promptly. We will review the tracking information and, where appropriate, investigate the delivery with Royal Mail.
A Royal Mail tracking status showing an item as delivered will be taken into account when investigating a missing parcel, but nothing in this policy affects your statutory rights.
Your Statutory Rights
Nothing in this Delivery Policy is intended to exclude or restrict your statutory rights as a consumer.
Returns & Refunds
At Scents Sent, our fragrance samples are designed to help you discover a scent before committing to a full-size bottle.
We want you to be completely happy with your order, so if something isn’t right, please contact us and we will always do our best to help.
Damaged, Faulty or Incorrect Items
In the unlikely event that your order arrives damaged, faulty, or you receive the wrong fragrance, please contact us as soon as possible after receiving your order.
Please include your order number and, where appropriate, photographs of the issue so that we can investigate and resolve this as quickly as possible.
Depending on the circumstances, we may offer a replacement or refund.
Where an issue is confirmed to be the result of an error on our part, we will cover the reasonable costs associated with resolving the issue.
Returns for Unwanted Items
If you change your mind about your purchase, please contact us before returning any item.
To be eligible for a return, fragrance samples must be unused, unopened and in their original condition.
Due to the nature of fragrance decants, opened or used samples cannot be returned or refunded. Once a fragrance sample has been opened or sprayed, it cannot be resold.
For accepted change-of-mind returns, the cost of returning the item to Scents Sent is the responsibility of the customer. Return postage costs are not reimbursed in these circumstances.
This does not affect your statutory rights.
Your Right to Cancel
Under the Consumer Contracts Regulations 2013, you generally have the right to cancel your order within 14 days of receiving your goods.
If you wish to cancel your order, please contact us within this timeframe and we will provide details of the next steps.
Returned items must meet the requirements outlined in this policy.
Where you cancel an order due to a change of mind, you are responsible for the cost of returning the goods to us, unless the item is faulty, damaged or incorrect.
If you wish to cancel your order before it has been dispatched, please contact us as soon as possible. We will do our best to cancel the order where it has not yet entered our dispatch process.
This cancellation right does not affect your statutory rights.
Fragrance Samples & Personal Preference
Fragrance is a very personal experience. How a scent smells can vary depending on individual skin chemistry, personal preference and how a fragrance develops over time.
A fragrance smelling different to expectations, or simply not being to your personal taste, does not mean the product is faulty.
Our samples are designed to help you experience a fragrance before deciding whether to purchase a full-size bottle from the fragrance house or an authorised retailer.
If you are trying a fragrance for the first time, we always recommend starting with a smaller sample size before committing to a larger purchase.
About Our Decants
All Scents Sent samples are carefully hand-decanted from authentic fragrance bottles into glass atomisers.
To help secure the atomiser and reduce the chance of leakage during transit, you may notice a small amount of white PTFE (plumber’s) tape around the thread of your atomiser.
This is intentional and is not a sign that your sample has been opened, used or tampered with.
Please do not remove the tape, as it helps maintain the seal of the atomiser.
How to Request a Return
Please contact us before sending any item back.
Unauthorised returns may not be processed.
If a return is approved, we will provide instructions on how to return your item.
For returns due to a change of mind or personal preference, the customer is responsible for arranging and paying for the return postage.
We recommend using an appropriate tracked return service and retaining proof of postage until your return has been completed.
Where a return is required because of an issue caused by Scents Sent, such as receiving an incorrect item, damaged goods or a confirmed fault, we will cover the reasonable costs associated with resolving the issue.
Refunds
Once an approved return has been received and inspected, we will confirm the outcome and process any applicable refund.
Where a refund is due, we will process it within 14 days of receiving the returned goods or receiving evidence that they have been returned.
Refunds will be issued using the original payment method used for the purchase.
Please allow reasonable time for your payment provider to process the refund once it has been issued.
Your Statutory Rights
Nothing in this Returns & Refunds Policy is intended to exclude or restrict your statutory rights as a consumer.