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FAQ's

We aim to answer all queries within 24 hours, between Monday to Friday from 8.30am to 5pm excluding public holidays.

Important Note: Some e-mails accounts will 'Junk' any e-mails that are sent from addresses that are not recognised, so make sure you add play@scentwarehouse.co.uk to your address list so that we can get in touch.

How many items can I order?

We allow 10 items to be ordered per customer every 10 days. In special cases we will allow customers to purchase more than 10 items but this is purely at our discretion. Should you encounter any problems whilst ordering, please contact our Customer Service team where we will be happy to help.

Do you have the item in a different size?

We endeavour to list all our available products. Please see our listings for the most up to date information and prices. Should you have any further queries please do not hesitate to contact our Customer Service team.

Can I change my order?

Unfortunately once you have placed your order we are unable to amend it. Please contact our Customer Service team and we will do our best to cancel your order.

Can I change my delivery address?

Unfortunately once you have placed your order we are unable to amend the delivery address. You can only change your delivery address at the time of placing your order and this must be completed using the change address option before placing your order.  

How much is the postage cost?

UK Royal Mail 48 Hour Tracked - Free of charge

How long will it take to receive my order?

All orders will be dispatched within 24 hours of receipt of payment excluding weekends and bank holidays. Any orders placed on a Friday, Saturday or Sunday will be dispatched the next working day. Delivery is estimated between 3-5 working days, however as the delivery time can vary; please allow at least 10 working days to receive your order. Please note the estimated delivery dates are based on an average delivery time.

Where do you deliver to?

We deliver to the UK only.

How will my order be delivered?

Deliveries are made by Royal Mail 48 Hour Tracked delivery.

Can I track my order?

We send all orders via tracked delivery; please contact our Customer Service team for details.

What if I am not home when the parcel is delivered?

If you are not available to accept delivery the postal service will leave a card to advise that delivery has been attempted. To re-arrange delivery please follow the instructions on the card. Your order will be held at the local sorting office for 18 days. If the item is not collected or delivery is not rearranged, your order will be returned to us and a full refund will be issued. Please note we do not re send any orders that are returned to sender by the post office, a refund will be issued on receipt of the return. 

Do you sell gift sets?

We have an extensive range of fragrance, body care, skin care and cosmetic gift sets available. Please see our listings for the full range.

Are your products genuine?

All our products are 100% genuine, have never been used and are still in the original packaging.

Are your products sealed in cellophane?

Unfortunately certain brands come without cellophane as the manufacturer believes the packaging is better without.

Do your prices include VAT?

The price of all products listed does include VAT.

Can I collect my order?

Unfortunately we do not allow customers to collect orders due to health and safety reasons.

I have received an incorrect, damaged or faulty product, what should I do?

Should you receive an incorrect, damaged or faulty item(s) please contact our Customer Services department and we will provide a freepost label for you to return the item(s) for either a refund or replacement. Please obtain a receipt from the post office when returning the item as the parcel may get lost in transit, this will then be used as proof of postage. Please note: Photographic evidence may be required to support a claim.

Why are the products so much cheaper?

We sell direct to the consumer, therefore there is no shop or middleman so we can pass the saving onto the customer.

What do I do if I haven't received my order?

If you have not received your parcel after 10 working days from the dispatch date please contact our Customer Services department for a lost parcel claims form. Once the form is completed and returned to us we will investigate the claim and either process a refund or send a replacement.