FAQ

FAQ for scentar

Welcome to the scentar FAQ page!
Here, you’ll find answers to some of the most common questions we receive from our customers. If you can’t find the information you’re looking for, feel free to contact us directly.

1. What payment methods do you accept?
At scentar, we accept payments via PayPal. Your payment is securely processed through PayPal’s trusted platform.

2. What is your shipping policy?

Order Cutoff Time: 5:00 PM ( United Kingdom Time (GMT/BST)
Order Handling Time: 1-2 Business Days (Monday - Friday)
Delivery Time: Typically 3-4 Business Days (Monday - Friday)
Shipping Carrier: We use trusted carriers to ensure timely delivery.
Shipping Locations: We currently ship within the United Kingdom.
Shipping Costs: Free shipping on all orders within the United Kingdom.

3. How can I track my order?
Once your order ships, you will receive a shipping confirmation email with tracking information. You can track your package directly through the carrier’s website using the provided tracking number or through the Track Your Order page on our website.

4. What should I do if my package is lost?
If your package is marked as delivered but you have not received it, please:

Verify the shipping address.
Check all possible delivery locations (e.g., neighbors, doorman, etc.).
Contact the carrier with your tracking number for assistance.

If the package is declared lost, please email us at info@scentar.shop with your order number, and we will assist you with a replacement or refund.

5. How long will it take to receive my order?

Order Handling Time: 1-2 Business Days (Monday - Friday)
Delivery Time: Typically 3-4 Business Days (Monday - Friday)

You can expect your order to arrive within 3-4 business days after shipment. Once your order is on its way, we will send you a tracking number.

6. Do you ship internationally?
Currently, scentar only ships within United Kingdom. We do not offer international shipping at this time.

7. What do I do if I received a defective or incorrect item?
If you received a defective, damaged, or incorrect item, please contact us within 7 days of delivery. We will either issue a replacement or a full refund. Please include a photo of the item when contacting us at info@scentar.shop.

8. Can I return a product?
Yes, we offer easy returns within 30 days of delivery. The product must be in new, unopened condition and in its original packaging. Please contact our customer support team at info@scentar.shop to initiate the return process.

9. Who pays for return shipping?
Free return shipping is available for defective or damaged products. For change-of-mind returns, the customer is responsible for return shipping costs.

10. How long does it take to process a refund?
Once we receive and verify your return, we will process your refund within 3 business days. Refunds may take up to 8 days to appear in your account, depending on your bank's processing time.

11. What should I do if I haven’t received my tracking number yet?
Orders are generally shipped within 1-2 business days. After your order ships, tracking numbers may take 1-2 business days to be sent out. Please check your spam or junk folder for the confirmation email if it has been longer than expected.

12. Why is my tracking number showing as invalid?
Sometimes, a tracking number may show as invalid before the package has been scanned into the system. Try checking the tracking status after a few hours or the next business day. You can track your package directly through the carrier's website.

13. Can I modify or cancel my order?
Orders can only be modified or canceled within 24 hours of placement, as long as they have not yet been processed or shipped. Please contact us at info@scentar.shop for assistance.

14. How do you handle customer privacy?
We respect your privacy and are committed to protecting your personal information. For more details on how your personal data is collected, used, and safeguarded, please refer to our Privacy Policy.

15. How can I contact customer support?
For any inquiries or assistance, you can reach our customer support team:

Email: info@scentar.shop
Phone: +447790078131
Operating Hours: Monday to Friday | 9:00 AM - 5:00 PM (GMT)
Saturday & Sunday: Closed

If you have any other questions, feel free to reach out! We’re here to help and ensure your shopping experience with scentar is as smooth as possible.