Shipping Policy
Every order matters to us. Find out how we process, dispatch, and deliver your purchases.
Introduction
Welcome to The Scente House. This Shipping Policy explains how we handle order processing, shipping, delivery, and related matters when you purchase products from our website.
By placing an order with us, you acknowledge this policy. Delivery times and shipping options may vary depending on the destination, product availability, and the shipping service selected at checkout.
Order Processing
Orders are processed after payment has been successfully completed and the order details have been received.
- Order processing takes place during our normal business operations.
- Processing does not necessarily mean that an order has been dispatched.
- Orders may require additional verification before dispatch.
- During busy periods, promotions, or holidays, processing may take longer.
You will receive an order confirmation after placing your order. Where tracking information is available, it will be shared after your order has been dispatched.
Shipping Destinations
Available shipping destinations depend on the delivery options offered at checkout. Please enter your complete delivery address to check whether shipping is available for your location.
We may be unable to deliver to certain locations because of courier restrictions, service limitations, or other logistical circumstances.
Delivery Estimates
Estimated delivery times can vary according to the destination, courier service, product availability, and the time required to process your order.
Any delivery estimate displayed at checkout or communicated through an order update is an estimate rather than a guarantee, unless expressly stated otherwise.
- Processing time is separate from transit time.
- Weekends and public holidays may affect delivery schedules.
- Severe weather, courier disruptions, and customs checks may cause delays.
If your shipment appears to be delayed, please check the tracking information first. If you need further assistance, contact our support team.
Shipping Charges
Applicable shipping charges, if any, will be displayed during checkout before you complete your purchase.
Shipping costs may depend on the delivery destination, order details, selected delivery service, and any eligible promotions.
Please review the final order total carefully before confirming your purchase. Any shipping offer or free-shipping threshold applies only when its stated conditions are met.
Order Tracking
When tracking is available for your shipment, the relevant tracking details will be provided after dispatch.
- Use the tracking details supplied in your dispatch notification.
- Tracking updates may take some time to appear after dispatch.
- Courier tracking information may not update continuously.
If you have not received tracking information or your tracking details do not appear to be working, contact us with your order number so we can assist you.
Shipping Address
Please ensure that your shipping address, postcode, contact details, and any necessary delivery instructions are correct before submitting your order.
If you notice an error, contact us as soon as possible. We cannot guarantee that an address can be changed after an order has entered processing or been dispatched.
The customer may be responsible for additional costs arising from an incorrect or incomplete address, failed delivery, or redelivery, where applicable and permitted by law.
Delayed or Missing Shipments
Although we aim to provide a smooth delivery experience, circumstances outside our control may occasionally affect a shipment.
If your order has not arrived within the applicable estimated delivery window:
- Review your order confirmation and tracking information.
- Check whether the courier has reported a delivery attempt or delay.
- Contact our support team with your order number and relevant details.
We will review the information available and help you determine the appropriate next steps.
Damaged Packages
If your order arrives damaged or an item appears to have been damaged during transit, please contact us as soon as reasonably possible after delivery.
Include your order number, a description of the issue, and clear photographs of the packaging and affected item where possible. This information can help us assess the situation.
We will review the issue and explain the available resolution in accordance with our applicable policies and consumer protection obligations.
International Shipping & Customs
For international orders, delivery times may be affected by customs inspections, import procedures, local courier services, or other requirements in the destination country.
Import duties, taxes, customs fees, or other charges may apply depending on the destination and applicable local regulations. Where such charges are payable by the recipient, the recipient may be responsible for settling them.
Customers are responsible for understanding any applicable import requirements and restrictions before placing an international order.
Delivery Confirmation
A shipment may be marked as delivered by the courier once delivery has been recorded in its tracking system.
If tracking shows that your order was delivered but you cannot locate it, please check your delivery location, with household members, or with the relevant building reception or delivery point where applicable.
If the parcel remains missing, contact us so we can review the available delivery information and advise you on the next steps.
Returns, Refunds & Cancellations
Shipping-related returns, refunds, and cancellation requests are handled in accordance with our applicable store policies and legal obligations.
If you need to return an item, request a cancellation, or discuss a refund, please contact our support team and provide your order number.
A cancellation may not be possible once an order has been processed or dispatched. This does not affect any rights you may have under applicable consumer protection law.
Contact Us
If you have questions about shipping, delivery, tracking, or an existing order, our support team is here to help.
When contacting us about an order, please include your order number so we can assist you more efficiently.