FAQ's
Payments
Q. What payment options do you accept?
A. We currently accept Visa, MasterCard, PayPal and Klarna, CleaPay
Shipping
Q. Where is my order?
A. For any delivery enquiries, please leave a message on our contact us page or email info@scentitlondon.com.
Q. What countries do you ship to?
A. We currently ship within the UK and Europe.
Q. How long does it take to ship an order?
A. We usually process orders between 2-3 business days. After this period, there is usually a typical delivery time between a further 2-3 business days.
Q. Do you offer fast shipping?
A. All orders are sent as a standard delivery. Shipping prices vary on the basis of tracked or non-tracked shipping and the size of the order.
Returns
Q. Can I make a refund request?
A. Please see our refund policy in the footer of the website.
Additional FAQs
Q. How do I choose a perfume I would like?
A. If you are wanting to branch out and try other perfumes, it can sometimes be daunting but we ensure we have scents that are appealing to everyone. We suggest that you can sample some pieces
Q. Can I wear a fragrance meant for the opposite sex?
A. Most certainly! Make a choice based on your preferences of notes.
Q. Do you ship to Spain, Poland, Netherlands or Slovenia?
A.We have shipped to these countries on a number of occasions in the past, however we have temporarily suspended shipping due to investigating customs regulations.
Q. Which fragrances are your best sellers?
A. Please view best sellers on our website: https://scentitlondon.com/collections/best-sellers
Q. What do I do when my perfume doesn’t smell like it should?
A. I will advise to let it sit for a week or two to macerate which will break down the oil compound creating a much refined scent.
Q. Can I return a fragrance I’ve opened for a new one or refund?
A. In line with our policy and standard health and beauty regulations, unfortunately we are unable to accept exchanges or refunds with items that have been unsealed and tampered with as such items cannot be resold by us. Please view our terms of conditions relating to delivery and returns: https://scentitlondon.com/pages/delivery
Q. How long will it take my pre-order to ship?
A. The estimate time arrivals
for preorders is typically 10 – 14 working days after date of purchase, whereas SFY (Source For You) orders take 10 – 21 working days. Source for you is different from the usual preorder products as it has not yet been secured from our distributor. Our normal preorder products is part of stock that is already in transit to us.
Q. I placed a pre-order along with products that are currently available. Can the available ones be shipped to me?
A. Yes it can but please be advised this process will attract an extra shipping fee for the preordered item(s)
Q. I just made a purchase. Is it possible to receive it the next day?
A. We usually allow three days after the date of purchase to carefully process orders before it’s dispatched.
Q. Can my order be amended?
A. Yes it can. Kindly contact us via email or on any of our social media platforms
Q. When is an item going to be restocked?
A. We usually restock on weekends provided the item is available at DUA HQ.
Q. How do I know an item has been restocked?
A. Kindly subscribe to our mailing list in order to receive updates on new arrivals and items back in stock.
Q. Is it possible to pick up orders from you and pay in cash?
A. Unfortunately, we do not take cash as all our orders are made on our website.
Q. What do I do if my order shows as delivered but I have not received it?
A. Kindly report the issue to us via email at info@scentitlondon.com in order for us to take measures as quickly as possible.
Q. Why haven't I received my tracking details?
A. Tracking details are provided for only dispatched orders. Tracking information is sent via email and we advise you check your junk mail. should there be any issues in regards to tracking detail please email info@scentitlondon.com
Q. Can I change or cancel my order?
A. Yes it can. Kindly communicate any change or cancellation to us via email at info@scentitlondon.com.
NB: Orders canceled prior to dispatch will incur a surcharge of 4% off the total amount paid. This is to cover the non-refundable fees that we (the vendor) have to pay the payment service providers
Q. Why do I have to pay a full amount for shipping while other companies charge no shipping fee?
A. Most companies include a shipping fee to the cost of the item. You end up paying a shipping fee multiple times when making multiple purchases. Here at Scentitlondon, we price our products very low and we charge a one time fee regardless of the number of products you purchase making the overall savings better
Q. Do you ship internally via Ebay?
A. We only ship to customers in the UK via Ebay.
Should you have any other questions please do not hesitate to get in touch at info@scentitlondon.com
KLARNA FAQ
Klarna’s Pay in 3 / Pay in 30 days are unregulated credit agreements. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status. Late fees may apply. Ts&Cs apply https://www.klarna.com/uk/terms-and-conditions/
Who is Klarna?
Klarna is the provider of Smooth payments to more than 70,000 online stores. Over 60 million consumers worldwide have trusted Klarna to securely handle their payments.
How does pay later work?
Once your order’s confirmed, you’ll receive an email with payment instructions within two days from Klarna. You’ll then have 30 days to try on your order and only pay when you’re happy. Complete the payment online, at your convenience, with no extra cost. You can pay via credit or debit card at https://www.klarna.com/uk.
Am I eligible for pay later?
To use Pay later you must be at least 18. Whilst this option is widely promoted, Pay later is subject to your financial circumstances. When choosing Pay later, our assessment will not affect your credit rating.
What do I need to provide when I make a purchase?
If you want to make a purchase with Klarna, you’ll need to provide your mobile phone number and your email address. The mobile number is required in case we need to reach you. All statements will be sent to your email address. It’s very important that you give us the correct details, as otherwise you will not receive the payment information and so will be liable for delayed payment fees.
What are my payment options with Klarna?
You can pay with debit or credit card immediately in the checkout or take advantage of our Pay later payment option, where you can pay for the goods once you have received them via credit card or debit card.
What happens if I cancel or return my order?
As soon as ScentitLondon have accepted your cancellation/return, then Klarna will cancel the statement or refund your payment.
Is my payment information safe?
Payment information is processed securely by Klarna. No card details are transferred to or held by Scentitlondon. All transactions take place via connections secured with the latest industry standard security protocols.
I have asked for a refund, how will I be refunded?
If you have paid for your order with card, the refund will be made back to the same card. If you have not paid the statement yet, then the refund will reduce the statement or cancel it completely.
I haven’t received an email with my statement or payment information?
If you do not have your statement number to hand you can log in at https://www.klarna.com/uk, where you will find all of your orders and be able to make payments.
CLEARPAY FAQ
1. What is Clearpay?
Clearpay is a payment service that lends customers a fixed amount of credit to make purchases instantly and then pay for them in 4 automatic instalments, made every 2 weeks, without any interest (late fees apply).
The service is provided by Clearpay Finance Ltd.
2. How do I use Clearpay?
Just shop on Merchant Site and check out as normal. At checkout, choose the Clearpay payment method. You will be directed to the Clearpay website to register and provide payment details (Visa, Mastercard or Amex).
If you’ve used Clearpay before, just log in to your Clearpay account. Then complete your order!
3. Where can I use Clearpay?
Take a look at the Clearpay Shop Directory to check out our amazing partners where you can use Clearpay.
4. Who can use Clearpay?
Clearpay is only available to permanent UK residents aged 18+ (excluding Channel Islands) with a UK billing address.
Customers with international billing addresses will not be able to use Clearpay or create a Clearpay account.
Other eligibility criteria apply. See Clearpay Terms of Service for further details.
5. How does the Clearpay payment schedule work?
Clearpay will split the total value of your order into 4 instalments payable every fortnight. The exact amounts and dates will be displayed for you to agree to before you confirm your purchase.
If you would like to make additional unscheduled payments before they are due, you may log into your Clearpay account to make your payments early. Clearpay will then adjust the amount owed accordingly.
You can log in to your Clearpay account anytime to view your payment schedule or make a payment before the next due date.
6. What if I can’t pay a Clearpay instalment?
If you cannot make a payment, please contact Clearpay here.
As soon as you miss a payment, Clearpay will immediately stop you from making any further purchases with Clearpay.
Clearpay will give you until 11pm on the following day to make your repayment and then you will incur a late fee if you are still not able to make the payment by then. This will be an initial £6 and a further fee of £6 if the missed payment is not made within 7 days. If your order is less than £24, the total late fee will be £6. If your order is £24 or over, total late fees will not exceed 25% of the total order or £36, whichever is less.
Clearpay debt may be passed to a debt collection agency and this may affect your ability to use Clearpay in future. We encourage you to use Clearpay responsibly. Please see Clearpay Terms of Service for further details.
7. When will my items be delivered if I use Clearpay?
Clearpay orders are delivered within our standard delivery timeframes like any order from ScentitLondon.
8. Is there a limit to how much I can spend on a single Clearpay transaction?
Yes, your order value including shipping must be between Scentitlondon Minimum Order and £1000 to use Clearpay. Your maximum order value may be lower depending on factors such as being a new customer or your payment history.
9. Can I use another form of payment with Clearpay?
Yes, you may also use a gift card or promotional code with Clearpay to pay for your purchase.
10. How do I return or exchange an item purchased with Clearpay?
Items purchased with Clearpay follow our standard return process. Please note, refunds for Clearpay purchases will be refunded from Scentitlondon to Clearpay. We cannot provide an exchange or cash refund.
When the refund is processed, any upcoming payments you have to Clearpay will be cancelled and any payments you have already made will be refunded back to the card you paid with. Please note that until the merchant has confirmed receipt of any return goods, you will be liable to continue to make your payments to Clearpay.
You can view the details by logging in to your Clearpay account.
11. Where can I find out more about Clearpay?
Visit the Clearpay website here for a comprehensive list of FAQs, Clearpay Terms of Service here, and Privacy Policy here.