FAQs

  • Shipping

    What happens if I haven't received my order?

    We endeavour to process all orders as soon as possible. If you haven’t yet received your order, it is most likely to be in the middle of one of the steps outlined below. The order process is as follows: Generally, if an order passes all security checks then your order will be dispatched within 24 hours of being placed, with most orders being dispatched the same day. From dispatch, orders will typically take 3-5 working days to be delivered, but can take up to 5 days to arrive. If you believe an item is lost in the post, we can't resend it or offer a refund until 15 working days after the date of dispatch. If you have an item which you believe is lost and today's date is more than 15 working days after dispatch, please email customerservice@scentaddict.com stating your order number, email address and full name. Your query will then be investigated with the courier and you will need to fill out a form. No re-delivery or refund will be offered until after the courier investigation is complete.

    How long will it take to receive my delivery and how much will it cost?

    Delivery charge is included as part of your £12 membership. Please allow 3-5 Working Days from your chosen dispatch date for your item to be received. Please note that delivery times are likely to be affected by adverse weather conditions, particularly in areas of the UK that are prone to snow and treacherous driving conditions. Please spare a thought for the poor delivery men who are moving as fast as possible to get your bottle of happiness to your door!

    How can I track my order?

    We send your order by second class post through Royal Mail. This way we aren’t charging you postage for your order. Unfortunately, this means we’re unable to offer a tracking option on your order.

    Where can I get my order delivered to?

    Currently we send orders to UK addresses only.

    Can a parcel be redirected?

    To protect our customers we do not allow any parcels to be redirected.

  • DeliveryInformation

    What payment methods can I use?

    Visa , Mastercard and Amex

    Do I have to create an account to buy from scentaddict.com?

    Yes as an account with us allows you to save and amend delivery addresses, check the status of your order, and review your order history. You can also select your future orders for up to 12 months ahead.

    What do I get when I sign up?

    scentaddict is a subscription service so you will be sent the scent you choose for that month. Your £12 fee will come out of the bank details you provide us on the day you place your initial order. This date will be the monthly fee date moving forward. As it is a subscription service you can cancel this at any point, you just need to give us 30 days’ notice. You will also receive a promotional code via email each month to the value of 12 pounds. You can use this to buy the large size of the fragrance you choose for that month. You have 30 days to use the code.

    What payment methods can I use?

    You can use Visa, MasterCard and Amex.

    When will I be charged for my order?

    You'll be charged 7 days before your order is dispatched. We can confirm the date your subscription comes out when you sign up.

    I'm having trouble placing an order - can you help?

    For technical assistance please call our customer service team on 0161 468 1701 who will be happy to help you. Alternatively you can email customerservice@scentaddict.com. NB. Opening hours apply.

    How can I amend my order?

    Each month you can select a new fragrance to try. You need to confirm your fragrance 14 days before the dispatch date that we give you. Should you not select a new fragrance, we will automatically send you the same fragrance received previously. Should this not be available, a new scent recommended by The Fragrance Shop will be sent as an alternative.

    How do I change my Address?

    To update your address, log in to your account using the link at the top of the page. Once logged in, you can click ‘Address Book’ to update. You must update your address at least 14 days prior to your chosen dispatch date. Once your order has been accepted into our warehouse we are unable to make any changes to your address. Changing your address counts as an amendment to the order and, as such, it becomes very hard to change the order once they’ve been accepted into the warehouse.

    How can I cancel my order?

    Please contact our customer service team on 0161 468 1701 who will be able to do this on your behalf. As it is a subscription service, we require 30 days’ notice.

    I’ve been told that my payment has been declined - why?

    If your credit/debit card is rejected by our online payment processing systems, please double-check that all of the details you entered were correct. If you are sure you are using a valid card, please try again with the same credit/debit card or place the order again using a different credit/debit card. If the problem persists, please contact your credit/debit card provider. Remember: Your name and billing address details must match the card-holder address details held by your card issuer. If, for any reason, there is a problem with collecting payment from your credit/debit card after we have confirmed receipt of your order, we will not be obliged to dispatch your order. Additionally, on some occasions, we may be unable to process an order. The reasons for this may be due to: - The item being out of stock or no longer available - Your payment being declined - An unspecified technical error

    I have received an email asking me to contact you - why?

    As part of our policy to protect against the fraudulent use of credit/debit cards, we conduct security checks on all orders received. These checks can take various forms and may involve contacting you by telephone before we process your order. We also use the services of fraud prevention companies and we may share details of your order with them for the sole purpose of detecting and preventing fraudulent use of your payment cards.

  • Returns

    My order is damaged - what do I need to do?

    This needs to be reported to our Customer Services team within 72 hours of receipt of your parcel – please contact them on 0161 468 1701 Please do not throw the packaging away as you may be asked to return it or take photographs of this.

Your chosen scent has been added to your subscription list