SCENTITLONDON DELIVERY & RETURN POLICY
21-Day Return period
Our products come with a 21-day money back guarantee. During this time period you can inspect the items you have paid for and providing they are not used or tampered with, return them for an exchange or refund. The refund will be for the cost of the perfumes, minus delivery cost, minus a 20% Restocking Fee. We cannot process returns after the 21 day period. Faulty or Damaged issues must be reported within 48 hours of receipt of your order or a refund may not be possible. Orders cancelled prior to dispatch with preorder items will be charged a 20% restocking fee. Orders cancelled prior to dispatched, will be refunded minus 4% of the Total amount paid. This is to cover the non-refundable fees that we (The Vendor) have to pay to the payment service providers.
Under no circumstances will we offer a refund or exchange goods that have been tampered with, opened or used. We will refuse claims for returns whereby you have used the product and decided that it is not to your liking, or because you perceive it to be different from previous versions that you may have tried. Perfumes can vary in smell or perception of smell for many reasons, this does not constitute a fault in the product that we are providing. For this reason, we strongly recommend, that in the first instance, you order a sample of the fragrance before committing to the purchase of a full bottle.
Customers are required to inspect all items that constitute the order immediately upon receipt. Failure to report any damage within 48 hours of delivery will be considered to be an acceptance of the items condition. Any damage reported more than 48 hours after the signature on the delivery will likely be rejected. If a return is accepted the faulty item should be returned with all the original packaging and accessories as purchased along with all relevant documents within 14 days of delivery. The customer will be required to provide digital photographs and a confirmation statement that the item arrived damaged. This information will be used to file a claim with our courier. The customer will be required to cooperate with the courier and us in any resulting investigation. Purchasing from ScentitLondon is a full acceptance of these terms and conditions.
Orders lost in transit within the UK
Any items not delivered, must be reported to us via email within 7 days from the dispatch date and we will try and locate it. ScentitLondon, will not accept claims for non-delivery of items sent by Standard delivery, if we are not informed of non-delivery within 7 days of dispatch of your order. When informed about non-delivery, We are required by Royal Mail, to wait a total of 21 working days before a claim can be made for a lost item, and therefore we do not consider items lost until 21 Working days have passed. At this point a claim will be raised and a replacement item sent (subject to availability). Where items are out of stock a refund will be made or a replacement chosen.
In the event of an order lost in transit the customer is required to cooperate with ScentitLondon and Royal Mail in dealing with the claim. Failure to do so will automatically void the claim for a lost order.
ScentitLondon cannot accept responsibility for delayed or lost orders due incorrect delivery addresses being provided. Customers Order Confirmation SMS/Email will state the delivery address given with the order. This is the customer's opportunity to inform us of any errors. It is the customer's responsibility to ensure that all delivery details supplied are correct to ensure no issues occur with delivery.
Orders lost in transit outside of the UK
Any items not delivered, must be reported to us within 14 days of Dispatch and we will contact Royal mail/delivery partners to liaise to track and locate your goods. ScentitLondon, will not accept claims for non-delivery of items if we are not informed of non-delivery within 14 days, because anything after 14 days will not give ourselves and our delivery partners enough time to track and locate your parcel before declaring it as lost. We are required by our delivery partners, to wait a total of 30 working days before a claim can be made for a lost item, and therefore we do not consider items lost until 30 Working days. In the event of an item being lost and reported as above, a claim will be raised and a replacement item sent (subject to availability). The refund will be for the cost of the perfumes, minus delivery cost. Where items are out of stock a refund will be made or a replacement chosen.
In the event of an order lost in transit the customer is required to cooperate with ScentitLondon, Royal Mail and any 3rd party courier companies, in dealing with the claim. Failure to do so will automatically void the claim for a lost order.
ScentitLondon cannot accept responsibility for delayed or lost orders due incorrect delivery addresses being provided. Customers Order Confirmation emails will state the delivery address given with the order. This is the customer's opportunity to inform us of any errors. It is the customer's responsibility to ensure that all delivery details supplied are correct to ensure no issues occur with delivery.
EU and Brexit disclaimer
Due to the UK's exit of the European Union and current EU laws it has become increasingly difficult for ScentitLondon to ship to many countries. We continuously liaise with our couriers in order to ship to all EU nations however where the nations laws does not permit for easy shipping of cosmetic products we will contact you via email to let you know your options before dispatch. Some options will be at the risk of the customer and in this case ScentitLondon cannot take responsibility for any lost or ceased parcels. In the event a parcel is lost or ceased, ScentitLondon will take all the necessary steps to track and locate your parcel and ensure its safe delivery however if this cannot be achieved ScentitLondon will not be obliged to offer a full refund but as a good will gesture 30% of the total order cost will be refunded.
Scentitlondon gladly provides worldwide shipping; however, all international shipments are at the liability of the buyer. We take all appropriate steps to ensure your package reaches you safely, and we have had great success doing so. However, ScentitLondon is not responsible for variables such as delays, VAT, or any other taxes or expenses at customs. Nor can Scentitlondon issue refunds for packages that have been rejected or abandoned by the buyer at customs. It is the customer’s responsibility to be aware of their country’s customs, VAT, and any other tax rules before purchasing. We will take all the appropriate steps to ensure the proper declaration, but if for any reason the packages still do not clear, Scentitlondon will not be responsible for any charges or refunds.
Items with a preorder button are subject to a preorder agreement. These are items in transit from our suppliers and not yet with us. We aim to dispatch such orders in 10-21 working days from the date of the order. We always do everything we can to ensure orders are dispatched as soon as possible, however on some occasions there may be delays and disruptions with our suppliers and couriers especially on busy periods of the year. On such occasions we request for a maximum waiting time of 28 working days for preorders to be dispatched. Please note this 28 working days wait time is very unlikely and applies to the most extreme delays. Orders liable to this agreement cannot be changed or amended during the waiting time to benefit from future sales and promotions. Any available items ordered with items subject to a preorder agreement will be dispatched together as one. The purchase of preorder items is a full acceptance of this policy and agreement.
With the ongoing global pandemic there are still delays with couriers and boarder duty checks so please allow a few extra days to the estimated time of dispatch.