Scentality
Everything you need to know about shipping, order processing, returns and damaged items.
All orders are processed within 3 to 5 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped.
We use FedEx International Priority shipping worldwide.
Please note: shipping carrier delays can occur after an order leaves us.
Orders are processed in 2–3 business days, excluding weekends and holidays. Items that are pre-ordered are processed within 2–3 business days of their arrival in stock.
Orders that are successfully placed will receive an email confirmation with the order details. If you haven't received an email, please check your spam folder or contact us for confirmation.
Please double-check that you have entered the correct delivery address before submitting your order.
If you have any questions about your order, contact us at info@scentality.co.uk. We may be unable to make changes once an order has shipped.
At Scentality, every fragrance is crafted and packaged with exceptional care. Due to the nature of perfume and cosmetic products, all sales are final unless the item is faulty or legally eligible for return under consumer law.
Under UK consumer law, you are entitled to a refund or replacement if a product is faulty, damaged on arrival, or not as described. This policy does not affect your statutory rights.
Fragrance is a cosmetic product. For hygiene, safety and product integrity reasons, we do not accept returns or offer refunds on opened, used, or tested fragrances.
A product will be considered used if the bottle seal or wrapping has been opened, the atomiser has been pressed or liquid sprayed, or the bottle shows signs of tampering or handling beyond inspection.
We will check returned products thoroughly. If any signs of use are present, the product will not be refunded and may be returned to you at your cost.
We may, at our discretion, accept a return only if the product is completely unopened and unused, the seal and packaging are fully intact, and the item is in 100% resaleable condition. Approval is not guaranteed.
Fragrance experience varies due to skin chemistry, environment, and personal perception. We do not offer refunds or exchanges based on scent preference, longevity, strength, or performance.
If your item arrives damaged or appears faulty, please contact us within 48 hours with your order number, photos or videos of the item and packaging, and a description of the issue. If confirmed, a replacement will be issued.
Orders cannot be cancelled once processed or dispatched.
Once dispatched, shipping times are outside our control. We will assist with courier investigations in the event of a lost parcel.
International customers are subject to local laws. Due to fragrance shipping regulations, international returns may not be possible. Duties, taxes, and import fees are non-refundable.
If you have questions, you can reach us at info@scentality.co.uk.